That idea is coming from somewhere and I too would think it comes from the DT. None of my calls say anything about MAC (we NAT our SM).
Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net> wrote: > What does your DT say to do? > > > > ----- > Mike Hammett > Intelligent Computing Solutions <http://www.ics-il.com/> > <https://www.facebook.com/ICSIL> > <https://plus.google.com/+IntelligentComputingSolutionsDeKalb> > <https://www.linkedin.com/company/intelligent-computing-solutions> > <https://twitter.com/ICSIL> > Midwest Internet Exchange <http://www.midwest-ix.com/> > <https://www.facebook.com/mdwestix> > <https://www.linkedin.com/company/midwest-internet-exchange> > <https://twitter.com/mdwestix> > The Brothers WISP <http://www.thebrotherswisp.com/> > <https://www.facebook.com/thebrotherswisp> > > > <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> > ------------------------------ > *From: *"Steve Jones" <thatoneguyst...@gmail.com> > *To: *af@afmug.com > *Sent: *Thursday, August 31, 2017 9:25:38 PM > *Subject: *Re: [AFMUG] Serverplus/powercode users, OT > > Reviving a dead one, cause i can. > So serverplus, no matter how many times you ask them to stop, still asks > customers for the mac off their router, even though 95 percent of the > routers on the market list the freaking wireless mac. They cant seem to > follow simple poe instructions, constantly escalating (and billing) when > they hook poes up backward. > > If you have another option, look into it. Because right now, ill get a > follow up, solely because of this post, as i did from the original post im > replying to. > > > I dont mind our own mopes being mopes. I dont even ming paid mopes being > mopes. What i dont like is mopes, billing us for mopery, and escalating > response to being mopes when called out in public only. Promising to > deescalate the mopery, and continuing to be mopes and billing for mopery. > > At this point, direct dialing saudi arabia is a better option. At least > when amrut answers the phone, our customers expectations drop to the level > of outsource. And amrut will actually be consistent. > > On Jul 12, 2017 7:10 AM, "Josh Luthman" <j...@imaginenetworksllc.com> > wrote: > >> I'm not Direct TV and don't want to be compared to them. >> >> Josh Luthman >> Office: 937-552-2340 <(937)%20552-2340> >> Direct: 937-552-2343 <(937)%20552-2343> >> 1100 Wayne St >> Suite 1337 >> Troy, OH 45373 >> >> On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> wrote: >> >>> I am happy what we pay with the average hold times averaging 1-2 >>> minutes. Our residential subs don't need hold times any shorter than that >>> for after hours support. Compared to our other WISP's, we're the only one >>> that offers 24/7 support anyway so we're already ahead of the competition >>> there. >>> >>> I know when I call DirecTV or Verizon, Centurylink, I almost always wait >>> at least 3-5 minutes before I get a rep. Not always but usually. >>> >>> On Tue, Jul 11, 2017 at 6:29 PM, Josh Luthman < >>> j...@imaginenetworksllc.com> wrote: >>> >>>> I would pay 30% more from my current rates to reduce it to sub 30 >>>> seconds. >>>> >>>> Josh Luthman >>>> Office: 937-552-2340 <(937)%20552-2340> >>>> Direct: 937-552-2343 <(937)%20552-2343> >>>> 1100 Wayne St >>>> Suite 1337 >>>> Troy, OH 45373 >>>> >>>> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> wrote: >>>> >>>> I am in the camp of “screw em”, let them hold or else they can call us >>>> in the morning. >>>> >>>> I would probably feel different if you were the first point of contact >>>> for all calls. >>>> >>>> But we take our calls directly during most waking & working hours. >>>> >>>> *From:* Layne Sisk >>>> *Sent:* Tuesday, July 11, 2017 4:30 PM >>>> *To:* af@afmug.com >>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT >>>> >>>> >>>> So Steve, I am not sure I fully understand the questions you are posing >>>> here, but I believe it is a simple integration issue that we can resolve >>>> easily. Since you have been live with us less than 2 weeks I am sure it >>>> is simply a setting that can be adjusted. I will email you off-list so we >>>> can set up a call to address the concerns. >>>> >>>> >>>> >>>> To address the comments mentioned by some others in the thread: >>>> >>>> >>>> >>>> 1. We do not route calls overseas unless it has been authorized by >>>> the ISP. The exception mentioned on the list here is that if and ISP >>>> has a >>>> complete outage and has 50-100 calls drop into queue before the outage >>>> is >>>> identified we may use the overseas agents to simply pick up the call and >>>> confirm to the customer there is an outage. Once the outage is >>>> identified >>>> we put a message up on the phone system to stop the influx of calls. >>>> Jeremy if that was a deal breaker for you we would certainly have looked >>>> for an alternative, sorry that created a problem. For us it is a >>>> balance >>>> to make sure that one ISPs outage does not create long hold times for >>>> all >>>> other clients. >>>> >>>> >>>> >>>> 1. Our average hold time is typically between 1 and 2 minutes. For >>>> example today it is 1:33. Month to date it is approx. 1:28. It is >>>> certainly possible to shorten that time, but not while maintaining our >>>> standard pricing structure. It is a balance between cost and service, >>>> much >>>> in the same way that a WISP can usually provide more bandwidth but the >>>> balance between cost and speed has to be considered. >>>> >>>> >>>> >>>> 1. We definitely do not have a mandatory hold time, only an average >>>> which we are always working to decrease, most customers calls are >>>> answered >>>> within seconds. >>>> >>>> >>>> >>>> I would pose a question to the group, would you be willing to pay say >>>> 30% more for the service, if the hold times dropped by 30 seconds? Most >>>> people I have spoken with have said no, but it was admittedly a small >>>> sample size. We have considered a scaled pricing model with a hold time >>>> SLA of < 3 min, < 2 min, < 1 min. What are your thoughts? >>>> >>>> >>>> >>>> Layne Sisk >>>> >>>> ServerPlus >>>> >>>> 801.426.8283, ext 102 <801.426.8283%2C%20ext%20102> >>>> >>>> [image: New logo xl] <http://www.serverplus.com/> >>>> >>>> [image: http://i.imgur.com/VOz763A.png] >>>> >>>> [image: http://i.imgur.com/xvQYYWa.png] >>>> <https://www.facebook.com/ServerPlus365/> >>>> >>>> [image: http://i.imgur.com/ELG0AB1.png] >>>> <https://twitter.com/RealServerPlus> >>>> >>>> [image: Utah 100] [image: fast50-01][image: Inc 5000] >>>> >>>> >>>> >>>> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones >>>> *Sent:* Monday, July 10, 2017 9:49 PM >>>> *To:* af@afmug.com >>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT >>>> >>>> >>>> >>>> I also meant offlist, not OT >>>> >>>> >>>> >>>> On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com> >>>> wrote: >>>> >>>> Oh yeah, the powercode ticket vs the email ticket formatting is night >>>> and day awful, why bother with an api if you cant actually tell what the >>>> heck is happening. ... and the api generated ticket cant be reassigned for >>>> the customer, though i believe thats a powercode issue... and given the >>>> "new" powercode, i dont see that getting fixed....simon... simon, where are >>>> you? >>>> >>>> >>>> >>>> On Jul 10, 2017 10:27 PM, "Steve Jones" <thatoneguyst...@gmail.com> >>>> wrote: >>>> >>>> Im not sure how they pay, but it looks alot like when we used to >>>> comission new sales, a new account for each call based on who answered the >>>> phone.... if thats tje case, comission calls, then why bother >>>> >>>> >>>> >>>> Ive seen multiple existing tickets restarted... bad juju on that. >>>> >>>> >>>> >>>> >>>> >>>> Anybody know if they actually look at existing tickets? >>>> >>>> >>>> >>>> Closing and resolving unresolved issues is bad business for me too. >>>> >>>> >>>> >>>> >>>> >>>> Im thinking its just a matter of getiing on the same page, but if >>>> others have had similar issues and found workarounds ... or walked away, >>>> please let me know. >>>> >>>> >>>> >>>> Serverplus was not my first choice for an outsourced it, so i may be >>>> jaded. >>>> >>>> >>>> >>>> On Jul 10, 2017 10:13 PM, "Steve Jones" <thatoneguyst...@gmail.com> >>>> wrote: >>>> >>>> Not impressed, a short time in, by any means. Serverplus guys, no >>>> offense, i need info to make this work outside a retention response. I know >>>> luthman uses them, but anyone else with powercode, please OT me so i can >>>> find out whats broke on our side before i have the boss talk. >>>> >>>> >>>> >>>> >>>> >>> >>> >>> -- >>> Darin Steffl >>> Minnesota WiFi >>> www.mnwifi.com >>> 507-634-WiFi >>> <http://www.facebook.com/minnesotawifi> Like us on Facebook >>> <http://www.facebook.com/minnesotawifi> >>> >> >
