Turn it into a positive. Ask them to help you fix the problem. Remind them that they won't be billed for service till it's working well so they really aren't out anything at this point.
Tell them that there are thousands of wisps out there who ARE giving great service. Also point out that many of us that have been in this game for a long time are telling you that it's normal for a company to go through this incredibly steep learning curve. Also tell them that there are some known bad radios out there and explain about the two production line issues and assure them that you'll get this all fixed sooner than later. If they went through it, you might want to remind them of how much fun the upgrade path to 56k was ;-). marlon ----- Original Message ----- From: "Gloria Vester" <[EMAIL PROTECTED]> To: <[EMAIL PROTECTED]> Sent: Sunday, August 24, 2003 12:26 PM Subject: Re: [smartBridges] Sticking up for sB > Same here - going to climb a water tower in 102 degree heat to reset an APPO > that was REPLACED Thursday night. I only have one business customer right > now and they are the ones affected - can you say "loss of business"? > > Gloria > > ----- Original Message ----- > From: "Bobby Bounds" <[EMAIL PROTECTED]> > To: <[EMAIL PROTECTED]> > Sent: Sunday, August 24, 2003 2:21 PM > Subject: Re: [smartBridges] Sticking up for sB > > > > Gloria, > > > > I'm going up on a roof right now to replace an APPO that crapped out > (read: > > won't pass traffic) after being up just two weeks. I'm not hopeful > however, > > because my only spare came from the same batch. It too, will likely behave > > the same. > > > > SB, you really screwed the pooch on this one by not recalling the entire > run > > of bad units. Gloria, the problem is the radios. > > > > Bobby Bounds > > Airwave Internet, LLC > > > > > > > > > > > > ----- Original Message ----- > > From: "Gloria Vester" <[EMAIL PROTECTED]> > > To: <[EMAIL PROTECTED]> > > Sent: Sunday, August 24, 2003 1:01 PM > > Subject: Re: [smartBridges] Sticking up for sB > > > > > > > Can you tell me where to find the list of MAC addresses that are being > > > recalled? I am working on my RMAs now and I have a feeling that all > five > > of > > > the units I have are from the same batch. When I asked them how many of > > my > > > units to RMA, they said it was up to me and my "comfort level". I don't > > > want to bash SB either - it is counter productive, and they are being > very > > > supportive in trying to help. But at the same time, I agree with you > that > > > it would have been more cost effective to have just recalled and > replaced > > > all the units that were suspect and saved themselves a lot of bad > > publicity > > > and us a lot of lost revenue. > > > > > > I have had it pointed out to me from several different sources on this > > list > > > that the problem is more than likely not with the airPoints, that is > > > probably a power issue or an environmental issue. I am not ruling that > > out > > > completely, and am continuing to investigate all possibilities. But if > it > > > were something that we did wrong in our design and installation, why is > my > > > Trango backhaul working perfectly using the same power source, the same > > > cabling, the same switch, in the same temperature environment? > > > > > > Thanks, > > > Gloria > > > > > > ----- Original Message ----- > > > From: "The Wirefree Network" <[EMAIL PROTECTED]> > > > To: <[EMAIL PROTECTED]> > > > Sent: Sunday, August 24, 2003 1:47 PM > > > Subject: [smartBridges] Sticking up for sB > > > > > > > > > > I am feeling a bit guilty for hammering sB so badly...but it is there > > > > fault after all. They could have resolved this a long time ago. > > > > > > > > Here is the explanation as given to me from them (simplified version): > > > > In June there were 2 production lines putting together sB equipment. > > > > One with bad chips, one with good chips. My use of "bad chips" is my > > > > own. They call it "timing issue" chips. > > > > > > > > Prior to getting stamped with MAC addresses, the units are brought > back > > > > together on one line and stamped. Therefore, there is NO way to say > > > > exactly which units have the "bad chips". > > > > > > > > This is why sB is not recalling the entire series of MAC > > > > addresses...there are a bunch of good ones mixed in there as well. > > > > > > > > You may be thinking the same thing I am right now....hmmmm....why > > > > wouldn't they just go ahead and recall the whole batch?? Hindsight, > > > > they would probably have saved a lot of money in lost revenue from the > > > > bad publicity. And it would have MOST definitely saved us a TON of > > > > money, and therefore retained their good reputation from us. > > > > > > > > Bottomline: They are doing direct RMA's for all the bad June/July > > > > units. Just talk to them. We are all bitching for good reason...but > > > > just do the RMA. It is all we can do. Then hope they are really > > > > sending us good stuff this time. > > > > > > > > Sully The PART-15.ORG smartBridges Discussion List To Join: mailto:[EMAIL PROTECTED] (in the body type subscribe smartBridges <yournickname> To Remove: mailto:[EMAIL PROTECTED] (in the body type unsubscribe smartBridges) Archives: http://archives.part-15.org
