It took sws about 2 months to get them squared away. Our experience with them is/was great.
Listen, at the end of the day, they're just people. People who are working a fairly low rate job. If you're personal with them and get to know the techs, form a relationship, they'll take care of you. Sometimes people have bad days. Hopefully they have more good than bad. And nobody, nobody, will ever do it the "perfect" way every time - the motivation to do so just isn't there. On Sep 1, 2017 11:09 AM, "Matt Hoppes" <mattli...@rivervalleyinternet.net> wrote: GTC is no better. The experience I've had with GTC are the techs do not sound engaged at all. They sound like they are miles away from the phone. They sound like they are busy doing other things on the computer while they should be talking to you. They are slow to address the customer dragging a simple support call out 10-15 minutes (even though it's a flat pay rate). On 9/1/17 12:23 AM, Josh Reynolds wrote: > Checkout ygtc > > On Aug 31, 2017 11:22 PM, "Sterling Jacobson" <sterl...@avative.net > <mailto:sterl...@avative.net>> wrote: > > 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 > <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones > *Sent:* Thursday, August 31, 2017 8:45 PM > *To:* af@afmug.com <mailto: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 > <mailto: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 > <mailto: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 > <mailto:thatoneguyst...@gmail.com>> > *To: *af@afmug.com <mailto: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 > <mailto: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 > <mailto: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 > <mailto: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 <mailto: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 <mailto: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 > <mailto:af-boun...@afmug.com>] *On Behalf Of > *Steve Jones > *Sent:* Monday, July 10, 2017 9:49 PM > *To:* af@afmug.com <mailto: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 > <mailto: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 > <mailto: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 > <mailto: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>____ > > __ __ > > __ __ > > __ __ > >
