Steve, If you're having this much trouble, your decision tree is messed up somewhere. We've never had them ask for any MAC address for anything. They generally take calls well for the most part. Sometimes there's a call that I think WTF are you doing but not many.
We love having serverplus answer calls after hours for us so we at least know our customers get a human being if they're having trouble. Most calls that don't go well can be fixed with an update to our decision tree. I don't think you have your process fine tuned with them yet so I highly suggest you work with their team to get things figured out. They're easy to work with and Layne will do his best to make sure you're happy. Just tone down the attitude a little bit so you don't offend them or who will want to help you ;) On Sep 1, 2017 2:36 PM, "Steve Jones" <thatoneguyst...@gmail.com> wrote: > dispatching for pc support? do you charge for service calls? I can se > willy nilly dispatch if you charge, revenue driver. > > On Fri, Sep 1, 2017 at 2:26 PM, Matt Hoppes <mattlists@ > rivervalleyinternet.net> wrote: > >> No.. that's what outsourced should have determined what the issue was. >> Radio is up... customer has no Internet - dispatch. >> >> On 9/1/17 3:14 PM, CBB - Jay Fuller wrote: >> >>> >>> We got a call today from a customer who also was down last week..... >>> radio looks fine.....Router has a connection.....If This Were outsourced >>> to tech support where they kick it back to us? >>> >>> Looks like we will be sending someone out there anyway it might even be >>> an id10terror.... >>> >>> Sent from my Verizon 4G LTE Smartphone >>> >>> ----- Reply message ----- >>> From: "Steve Jones" <thatoneguyst...@gmail.com> >>> To: "af@afmug.com" <af@afmug.com> >>> Subject: [AFMUG] Serverplus/powercode users, OT >>> Date: Fri, Sep 1, 2017 11:39 AM >>> >>> 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 >>> <mailto: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 <mailto: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 >>> <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:937-552-2340> >>> <tel:(937)%20552-2340> >>> Direct: 937-552-2343 <tel: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://www.facebook.com/ICSIL>><https://plus.google.com/+I >>> ntelligentComputingSolutionsDeKalb >>> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>>< >>> https://www.linkedin.com/company/intelligent-computing-solutions >>> <https://www.linkedin.com/company/intelligent-computing-solu >>> tions>><https://twitter.com/ICSIL >>> <https://twitter.com/ICSIL>> >>> Midwest Internet Exchange <http://www.midwest-ix.com/> >>> <https://www.facebook.com/mdwestix >>> <https://www.facebook.com/mdwestix>><https://www.linkedin.co >>> m/company/midwest-internet-exchange >>> <https://www.linkedin.com/company/midwest-internet-exchange>>< >>> https://twitter.com/mdwestix >>> <https://twitter.com/mdwestix>> >>> The Brothers WISP <http://www.thebrotherswisp.com/ >>> <http://www.thebrotherswisp.com/>> >>> <https://www.facebook.com/thebrotherswisp >>> <https://www.facebook.com/thebrotherswisp>> >>> >>> >>> >>> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg >>> <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:937-552-2340> >>> <tel:(937)%20552-2340> >>> Direct: 937-552-2343 <tel: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:937-552-2340> >>> <tel:(937)%20552-2340> >>> Direct: 937-552-2343 <tel: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> >>> <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/ >>> <https://www.facebook.com/ServerPlus365/>> >>> >>> http://i.imgur.com/ELG0AB1.png >>> <https://twitter.com/RealServerPlus >>> <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> >>> <http://www.mnwifi.com/> >>> >>> 507-634-WiFi >>> >>> <http://www.facebook.com/minnesotawifi >>> <http://www.facebook.com/minnesotawifi>> Like us on >>> Facebook <http://www.facebook.com/minnesotawifi >>> <http://www.facebook.com/minnesotawifi>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >
