I have good luck with ServerPlus.  Part of the quality you get from them 
depends on the quality of the decision tree you give them.  

From: Sterling Jacobson 
Sent: Thursday, August 31, 2017 10:22 PM
To: af@afmug.com 
Subject: Re: [AFMUG] Serverplus/powercode users, OT

Not surprising, but sad to hear things haven’t changed one bit with ServerPlus 
in the years since I swore I would never use them again, lol!

 

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Thursday, August 31, 2017 8:45 PM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus/powercode users, OT

 

Supposed to specifically state not to ask for a mac from box. Because it was an 
issue. But, i bet we get an accurate bill. The bills are always consistent. The 
level of irate i have right now excedes my bac, thats pretty high at 944 pm

 

On Aug 31, 2017 9:31 PM, "Josh Luthman" <j...@imaginenetworksllc.com> wrote:

  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

    Midwest Internet Exchange

    The Brothers WISP






----------------------------------------------------------------------------

    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
      Direct: 937-552-2343
      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
          Direct: 937-552-2343
          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.  
             

              2.. 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.  
             

              3.. 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









                       

             

            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

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