Robert, you have two TW connections? Did they charge you double for that? -RickG
On Sat, Aug 1, 2009 at 9:52 AM, Robert West<robert.w...@just-micro.com> wrote: > "Don't be afraid to get creative with your backup connection. Mine is a $60 > a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the > bandwidth graph, but it's better than being off. When I have to use the > backup I limit all connections to 56k up and 100k down....." > > > > > I agree. In my area, we use Time Warner for fiber and have 2 separate > access points for them, each on different sides of the county where Time > Warner are told us are not directly connected so that if someone runs off > the road and smacks a pole, the whole system isn't down. To back that all > up, we use 2 basic DSL lines from SBC. As Brian said, throttle is down so > that at least the ones who can bear the slow speed can get what they need if > they can stick it out. > > > > On a funny note, however, once during an outage, and just as a joke... I > told a customer who just HAD to get on her Pogo.com that I could burn her > off some internet on a CD and she could pick it up here in the office. She > put the phone down before I could tell her it was a joke and I could hear > her yelling to her husband how he needed to run to town and pick up the > internet I was going to burn for her. She came back and said that was fine, > she was going to send him in. Who would have thunk it??? So now it's a > joke around here, "I'm gonna burn her some Google so she can get her mail" > for anyone who is down. > > > > Rural Ohio, gotta love it. > > > > > > > > > > > > From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On > Behalf Of Brian Rohrbacher > Sent: Saturday, August 01, 2009 9:38 AM > To: WISPA General List > Subject: Re: [WISPA] Are customers increasingly clueless? Or is > itgettingbetter? > > > > Don't be afraid to get creative with your backup connection. Mine is a $60 > a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the > bandwidth graph, but it's better than being off. When I have to use the > backup I limit all connections to 56k up and 100k down..... > > Brian > > Tom DeReggi wrote: > > Actually, I disagree with your example. > > You let your customer down, not Qwest. > Did you route them out your secondary transit? If you didn;t have one, thats > > not the customer's faught. > Did you let him know that you are trying to contact Quest yourself to get > more information on an ETA, and influence a work around? > Did he feel you were in control of the situation? Or did you leave him to > fend for himself, even though you were the expert on the technology? > > Sending the message, "oh well, its down, not my problem, let all my own > customers suffer, so what" is not taking care of your clients. > If you had communicated with your client making him feel like you were > working towards defending his interests, he never would have took action > into his own hands and called Qwest directly to investigate further, and get > > false answers. > > So yes, Customers can be irrational, often unfair and unforgiving, but if > you want to keep your clients its up to you to deal with it and take care of > > them. > Who's faught it is, is irrelevent. Customer Service is about taking care of > the customer. > > I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing > breakers on electrical panels not under my controll or access. I can put > UPSes there all day, but that does no good if breakers turn off upstream of > my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every > > time the property had power failures. It was my faught that I designed a > business install to be behind an electric breaker that was outside my > control to manage. If I did my job and took care of the client, I would > have called the power company or property management and redesign an > alternate solution, after the first couple of times the power went out. But > > I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on > > the Power Company didn't work for long. > > Just keeping it real. > > Tom DeReggi > RapidDSL & Wireless, Inc > IntAirNet- Fixed Wireless Broadband > > > ----- Original Message ----- > From: "Ryan Ghering" <mailto:rgher...@gmail.com> <rgher...@gmail.com> > To: "WISPA General List" <mailto:wireless@wispa.org> <wireless@wispa.org> > Sent: Friday, July 31, 2009 10:22 AM > Subject: Re: [WISPA] Are customers increasingly clueless? Or is > itgettingbetter? > > > > > Yesterday, we had a long term upstream outage. Someone in Qwest killed our > ATM upstream and somehow we were getting crosstalk to another ATM PVC. > (Don't ask nobody can tell me how this was done). > > In the mean time customers are calling us screaming that they need their > net. Our staff politely informs them all day long that this isn't a issue > with us, its upstream. Some customers accept that and move on for the day. > > However the kicker!! One of our customers which is a dedicated 3 meg calls > up and asks, "Are you down" I say yes at this time the internet is down > due > to a problem with qwest in Denver. The customer says "ok, do you have an > ETA?" I tell him no not at this time the problem is with qwest not with > us. > Customer says "ok thanks" and hangs up. > > Not 20 minutes later I get a phone call from the customer, he's mad as > hell > and spitting nails. I only caught about 1/2 of what he had said. But it > sounded like. "Your a damn lier, I call qwest, they have NO issues > anywhere. > I want my ****** Net or you can kiss my account goodbye a**hole.." > > Then he hangs up. ( mind you this is a business customer ) > > I call him back about an hour later and he says he's canceled. And will > get > service from somewhere else. > > How can this be? How was this my fault? > > Customers are irrational and stupid.. Agreed. lol.... > > > Ryan > > On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer > <mailto:o...@odessaoffice.com> <o...@odessaoffice.com>wrote: > > > > roflol > > Rick this is a GOOD thing.... Your customers call you for all problems > because YOU WILL ANSWER THE PHONE!!!!!! > > Sometimes great service levels suck. lol > marlon > > ----- Original Message ----- > From: "Rick Kunze" <mailto:rku...@colusanet.com> <rku...@colusanet.com> > To: "WISPA General List" <mailto:wireless@wispa.org> <wireless@wispa.org> > Sent: Wednesday, July 29, 2009 5:40 PM > Subject: [WISPA] Are customers increasingly clueless? Or is it > gettingbetter? > > > > > Customer calls just now. They ask if the Internet is "having trouble", > I reply that there are no outages. She then says she called a couple > of > her friends in neighboring towns and they were all down too. She asks > if any other people have called today with problems. I replied stating > that a day doesn't go by without someone calling with such an issue > etc. > > I ask her for some details, "any message on the screen?" She says that > a message popped up that said, "No Input". I thought to myself for a > minute and replied, "I'm unaware of any Windows message that says > that." > I asked, "This is in Explorer"? She said, "No, she can't get Explorer > to run, nothing will run, the monitor is dark and a small message on > the > blank screen says "No Input." > > I would have thought that by now more of the general public would be > starting to figure some of this out. It's discouraging to me that such > an obvious hardware issue resulted in a call to see if the Internet is > down. > > Rk <-------- slapping self in forehead! > > > > > > ---------------------------------------------------------------------------- > ---- > > > WISPA Wants You! 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