youre not going to have them powercycle or verify things are plugged in correctly? that's ALOT of truck rolls
On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes < mattli...@rivervalleyinternet.net> wrote: > Exactly... I just signed up with SP and my decision tree is going to be > extremely simple and straight forward... so easy even a cave man can do it. > > Is your router on? Are you connected to your router? Can you ping your > router? Can you ping our modem? Can I ping our modem? Do you get proper > speeds when plugged into our modem? > > ESCALATE. What else is there to troubleshoot locally? Unless your > network is @#$@#. > > This entire process should take sub 5 minutes to complete. > > END RESULT: > Your computer is borked. > Your router is borked. > Our connection to you is borked -- dispatch. > > On 9/1/17 8:58 AM, Chuck McCown wrote: > >> 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 <tel:(937)%20552-2340> >> Direct: 937-552-2343 <tel:(937)%20552-2343> >> 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/+In >> telligentComputingSolutionsDeKalb><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 <tel:(937)%20552-2340> >> Direct: 937-552-2343 <tel:(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 <tel:(937)%20552-2340> >> Direct: 937-552-2343 <tel:(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. >> >> >> >> 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 >> <tel:801.426.8283%2C%20ext%20102> >> >> New logo xl <http://www.serverplus.com/> >> >> http://i.imgur.com/VOz763A.png >> >> http://i.imgur.com/xvQYYWa.png >> <https://www.facebook.com/ServerPlus365/> >> >> http://i.imgur.com/ELG0AB1.png >> <https://twitter.com/RealServerPlus> >> >> Utah 100 fast50-01Inc 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 <http://www.mnwifi.com/> >> >> 507-634-WiFi >> >> <http://www.facebook.com/minnesotawifi> Like us on >> Facebook <http://www.facebook.com/minnesotawifi> >> >> >> >> >> >> >> >>
