The customer is always right. in http://www.dslreports.com/forum/r13903567 en Wed, 20 Aug 2008 23:05:36 EDT Wed, 20 Aug 2008 23:05:36 EDT Re: The customer is always right. My two cents! http://www.dslreports.com/forum/remark,14374602 aperris : Jeffy should only be employed where no contact with customers is involved. Having said that I have a few views about SR to share.
I am happy with the value I have received from SR. I have insulated myself from the outage problems by keeping my SBC telephone account with drastically reduced service. I have my line set to make 30 0utgoing calls and then am charged about 7 cents for each additional call. The price is $11 per month including tax. My previous feature laden SBC account was $55/month plus toll calls.
SR charges me 16.58/month and includes free LD in the states plus the 11/month for my SBC line and you can see my phone bill runs $27.58/month for unlimited local and LD with an SBC line for a backup.
I don't see how you could get that much service for under $28.
I do hope the outages stop, but I for one do not plan to give up my service because of a few missteps. VOIP is in its infancy right now. When it is as reliable as the SBC line it will probably be taxed and tariffed just like the baby bells.
I don't work for Sun Rocket, but do feel they have been getting a bum rap. The firing of Jeffy shows that they do care!]]> http://www.dslreports.com/forum/remark,14374602 Thu, 15 Sep 2005 23:34:28 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14351915 gabbysdad : Well, personally I agree that jeffery and the rest of sunrocket should be fired. The service has sucked.
Lots of dropped calls, too many outages, no outgoing or incoming calls.

some other company can have my service now.]]> http://www.dslreports.com/forum/remark,14351915 Tue, 13 Sep 2005 02:08:25 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14351851 koam : Like I said, I am.]]> http://www.dslreports.com/forum/remark,14351851 Tue, 13 Sep 2005 01:47:03 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14350659 ken4291 : I cannot believe that posters here are blaming a customer for his job loss. A customer cannot fire an employee, MANAGEMENT CAN. Also it is very difficult to terminate employment over one single incident - Any viable firm will have to document incidents over a period of time and give adequate written notice of the problems. He has no business in CS with that type of attitude and am sure it was not him first offense.]]> http://www.dslreports.com/forum/remark,14350659 Mon, 12 Sep 2005 22:03:09 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14348486 MightySeity : Sounds like Jeffrey will be rolling in dough with a wrongful termination suit? Naaaaaa. Given his position, his actions were certainly grounds for immediate termination as long as this chat session was well documented. However, given SR's already hectic schedule and bustling activity, it would not surprise me at all if SR legal advises HR to "get er done PDQ" and if Jeffrey ends up with a quick settlement and a few beans in his wallet. In any case this was all a very unfortunate set of circumstances for everyone involved. Hopefully the problems at SR were temporary and they will not happen again. It will make for much happier customers and far less stressed out SR CSR's. May God bless all of you and help you find the patience to endure these "minor inconveniences" in our lives. Remember, you could be in New Orleans or Iraq. SunRocket has been very good to me and I think this is likely an unfortunate isolated incident where "outage induced stress" caused a moment of poor judgement.]]> http://www.dslreports.com/forum/remark,14348486 Mon, 12 Sep 2005 17:19:29 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14347190 john262 : I guess you are satisfied now that you caused someone to lose their job. I work in CS too and IMO Jeffy should have had a reprimand or at worst a suspension, but he should not have been fired unless there had been previous incidents, which there may or may not have been.

And the kicker is that this incident involving Jeffy will have no influence whatsoever in the long run over how much reliability you get from Sunrocket. Even if Jeffy had been as sweet as pie with you your service would be no better or worse today.

To me this is all about taking your frustration out on another human being. Like I said, I hope you're satisfied.]]> http://www.dslreports.com/forum/remark,14347190 Mon, 12 Sep 2005 14:25:14 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14340387 koam :
said by badcustomer :

well, you really should not be wishing for someone to be out of a job, God will return the favor somehow if you do that.
i didn't wish. i made it happen.
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Danieli Consulting LLC, Strategy and Branding »kdanieli.com]]> http://www.dslreports.com/forum/remark,14340387 Sun, 11 Sep 2005 13:50:40 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14336890 anon : Jeffrey should get a job at DMV. It would appear that's more his style.]]> http://www.dslreports.com/forum/remark,14336890 Sat, 10 Sep 2005 21:04:50 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14336788 koam : bring it]]> http://www.dslreports.com/forum/remark,14336788 Sat, 10 Sep 2005 20:45:20 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14336690 anon : You're kidding! I wish that an alcoholic bus driver loses his job. Does God have it in for me, too?]]> http://www.dslreports.com/forum/remark,14336690 Sat, 10 Sep 2005 20:28:41 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14335903 anon : well, you really should not be wishing for someone to be out of a job, God will return the favor somehow if you do that.]]> http://www.dslreports.com/forum/remark,14335903 Sat, 10 Sep 2005 17:53:29 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,14333977 koam : And, yes, I'm completely satisfied that Jeffrey is out of a job.]]> http://www.dslreports.com/forum/remark,14333977 Sat, 10 Sep 2005 11:50:25 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,13920256 koam : Anyone can read my original verbatim words to Jeffrey and SR. They were not angry. My words were factual and constructive. After Jeffrey responded very unprofessionally, I told Jeffrey he was fired...and about 1/2 hour later he was -- for a very good reason. He sucked at his job and put his company at risk of losing business when he was in a position to try to save the company's business during a key time.

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Danieli Consulting LLC, Strategy and Branding

»kdanieli.com]]> http://www.dslreports.com/forum/remark,13920256 Mon, 18 Jul 2005 10:08:34 EDT Re: The customer is always right. http://www.dslreports.com/forum/remark,13906084 anon : Jeffrey: I personally dont care if we lose customer, less work for me.

It doesn't matter if he was a hard-working CSR. While he was not responsible for the outage, he is responsible for dealing with customers in a professional manner -- whether they are irate or not. Jeffrey may be out of a job, but perhaps now he can go find something that suits him better -- something that does not involve customer interaction.

Michael]]> http://www.dslreports.com/forum/remark,13906084 Sat, 16 Jul 2005 08:36:07 EDT The customer is always right. http://www.dslreports.com/forum/remark,13903567 anon : Well, obviously your opinion matters more than a skilled, experienced CSR's... Jeffrey no longer works for Sunrocket customer service. He just sent me the link to your post, and I hope you're satisfied in knowing that he's out of a job due to your actions, and you were temporarily out of service due to no fault of his own. I understand your frustration in the matter, but you have to look at issues from both sides. Yes, you were angry that you were without service, but along the same lines Jeffrey was angry that he had no answers just the same way you were. But it only got better for Jeffrey because hundreds of irate people wanted to know why this happened and demanded that Jeffrey (and the rest of the CSRs) tell them now. If you feel like venting your frustrations on someone over service don't cut off the ears that listen to your problem, go straight for the mind that wasn't quick enough to see this coming and prevent it.]]> http://www.dslreports.com/forum/remark,13903567 Fri, 15 Jul 2005 21:30:30 EDT