Only 60 processes? I routinely run 80 - 90. ;-)
-----
Mike Hammett
Intelligent Computing Solutions
http://www.ics-il.com
----- Original Message -----
From: "Jory Privett" <[EMAIL PROTECTED]>
To: "WISPA General List" <wireless@wispa.org>
Sent: Friday, August 17, 2007 11:50 AM
Subject: Re: [WISPA] PITA customers...
The biggest problem I have with customers is the ones that know it is the
systems problem and could not possible be there computer. I do a service
call and see that their computer is running 60+ process, has no
anti-virus and is covered with spyware.
Jory Privett
WCCS
----- Original Message -----
From: "Jack Unger" <[EMAIL PROTECTED]>
To: "WISPA General List" <wireless@wispa.org>
Sent: Friday, August 17, 2007 11:46 AM
Subject: Re: [WISPA] PITA customers...
Nobody is proposing that customers should be disposed of "easily". We
fight to obtain customers and we fight to keep them but disposing of a
customer who is continually draining your resources or impacting the
service that you deliver to others is a wise business decision, assuming
that their complaints are not justified by your (not you personally
George - I mean business owners collectively) failure to deliver what you
told them to expect in terms of service.
Complaints are caused by:
1. Mis-set expectations. As a WISP it's easy to promise more throughput
than you can deliver either because you don't know how much throughput
you are actually capable of delivering (very common in the WISP industy),
or
2. Intentionally mis-leading customers about the throughput that they
could expect to receive (not very common in the WISP industry), or
3. Poor system design or high interference levels (or the behavior of
other mis-behaving customers) causing customer slowdowns that you did not
or could not anticipate.
4. The small 1 percent or 2 percent of customers who "live to complain".
These folks who believe that it is their mission in life to complain
loudly, widely and continually to any and everyone within listening
distance (in person, on the phone, on the Internet, etc) are the real
culprits who, I believe, you should politely "invite" to find another
service provider.
Complaint causes number 1 through 3 above should be listened to
respectfully and addressed promptly, correctly and thoroughly.
But that's just my opinion...
jack
David E. Smith wrote:
George Rogato wrote:
Customers are hard to come by to dispose of them so easily.
I wonder, I wonder what it is that is causing the customer to complain?
I'll agree with the principle of this statement, that customers often
have a legitimate reason for their complaints.
Some folks, however, simply love the sound of their own voices. :)
For us, the biggest problem is file-sharing software. If two or three
customers are running Kazaa or Limewire or whatever it is the cool kids
are using these days to download music and movies of questionable
provenance, the other thirty folks on that tower will complain. Those
folks have a legitimate beef, and that's not a problem. We look at the
tower, see who's doing what, and make the problem go away (usually by
temporarily disconnecting the customer running the P2P software).
That's where the problems really start. That guy whose connection is
spitting out about 100 packets per second on Limewire? He didn't read
the contract, didn't listen to our installers (who are instructed to
remind customers this kind of software is a no-no, and to explain in
gentle non-technical terms why this is so), and it couldn't possibly be
my little baby boy why he's a perfect angel (no he's not, he's a
teenager, you remember what you were like when you were fifteen?).
Usually, once is all it takes, but we do have an informal "three
strikes" policy - if you continually annoy us (and all the other
subscribers in your area) eventually we will ask you to find another
ISP. One customer who persists in causing problems for dozens of other
customers isn't worth it.
David Smith
MVN.net
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Jack Unger ([EMAIL PROTECTED]) - President, Ask-Wi.Com, Inc.
FCC License # PG-12-25133
Serving the Broadband Wireless Industry Since 1993
Author of the WISP Handbook - "Deploying License-Free Wireless WANs"
True Vendor-Neutral Wireless Consulting-Training-Troubleshooting
FCC Part 15 Certification for Manufacturers and Service Providers
Phone (VoIP Over Broadband Wireless) 818-227-4220 www.ask-wi.com
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