Point taken On Sep 2, 2017 6:01 PM, "Darin Steffl" <darin.ste...@mnwifi.com> wrote:
> 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 < >> mattli...@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/Serv >>>> erPlus365/ >>>> <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>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>
