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!
>
>
>
>
>
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