Re: Tech support call in Wireless Service Providers http://www.dslreports.com/forum/r17405463 en Thu, 03 Dec 2009 12:03:32 EDT Thu, 03 Dec 2009 12:03:32 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17405463 milbrath : Yes, and after you tell them you are currently working on the problem and you CAN'T stay on the phone they proceed to suck up 10 minutes of your time talking about their %$&@@### computer, family, a funeral, wedding, weather...... Needless to say when something is down now the answering machine IS ON!

BM]]> http://www.dslreports.com/forum/remark,17405463 Tue, 05 Dec 2006 22:49:29 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17403065 Wisp : We use an answering machine saying that we are working on the problem and will be up asap. I find that it is difficult to answer the phone not just because too many people are calling about the problem we already know, it takes too much time that we could use for fixing the issue. don't forget the stress that comes with the complaining call. I fell like at the end, everybody wants it to be fixed. So it is better putting all my energy on that. Just my thought
Jay]]> http://www.dslreports.com/forum/remark,17403065 Tue, 05 Dec 2006 17:16:23 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17403064 ais :
said by Bigpaddy_Irl See Profile :

True True but customers really do prefer to speak to a human during an outage, for comfort I suppose! What do you do though when you have a cell phone number for 8 years and everyone has the number? Use a tape player?? :)
I am also working off cell phone. My plan is to start moving over to VOIP number. This way for very low expense of about $20 per month. I can forward this number to any number in the future for free. If i move into off site office in the future the VM's are recorded onto data file that i can check from home. With VOIP i will have unlimited min and long dist with a very cheap 800 number if i want.]]> http://www.dslreports.com/forum/remark,17403064 Tue, 05 Dec 2006 17:16:12 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17403002 Bigpaddy_Irl : True True but customers really do prefer to speak to a human during an outage, for comfort I suppose! What do you do though when you have a cell phone number for 8 years and everyone has the number? Use a tape player?? :)]]> http://www.dslreports.com/forum/remark,17403002 Tue, 05 Dec 2006 17:06:37 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17402471 ais : I change the message on my phone telling everyone sorry, we are down but expect to be back up and running very soon.

Let Voice Mail answer the phone until you are back up
:)]]> http://www.dslreports.com/forum/remark,17402471 Tue, 05 Dec 2006 15:30:29 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17402434 John Galt :
said by Bigpaddy_Irl See Profile :

I would just love to know how ye all handle a situation when one of your ap's goes down and all 50 subscribers start calling you all together? It happened me several times last week.
I would suggest an answering machine with an appropriate message stating that you are aware of the problem and it is being resolved at that very time.
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A is A]]> http://www.dslreports.com/forum/remark,17402434 Tue, 05 Dec 2006 15:25:19 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17402315 Bigpaddy_Irl : I would just love to know how ye all handle a situation when one of your ap's goes down and all 50 subscribers start calling you all together? It happened me several times last week.]]> http://www.dslreports.com/forum/remark,17402315 Tue, 05 Dec 2006 15:05:34 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17402062 ais : John
Now that would have been hilarious to tell her that. I’d be afraid of breaking out in laughter saying it. I had a hard enough time keep the grin of my face from laughing so hard inside.

She asked how much she owed me, but I told her to refer me to a neighbor and I would let this service call slide.

I could not charge her after thinking how many times i will tell that story :D]]> http://www.dslreports.com/forum/remark,17402062 Tue, 05 Dec 2006 14:24:26 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17401746 John Galt :
said by inova See Profile :

She went to check and came back and reported that it was "shakier" than it was before.
Electric ceiling heat will also make the screen "wave" on an intermittent basis...thermostat on = "waving".
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A is A]]> http://www.dslreports.com/forum/remark,17401746 Tue, 05 Dec 2006 13:33:23 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17401519 inova : I had one yesterday that made me chuckle also. This was a recent install and was troublesome because of low signal strength and dropped connections. I realized my own blunder of assembleing the grid with the wrong polarity so I drove out and switched it and asked the lady if her internet was working after the change. She went to check and came back and reported that it was "shakier" than it was before. WTF??? I went to her computer to check myself and after a couple of questions realized that they do nothing but browse with IE and the program never gets closed. Instead they just leave IE open and let the energy saving feature of the pc turn off the screen. When she moved the mouse to turn the screen back on it "shook" (de-gauss??). She didn't understand but felt she could live with it if it meant fewer dropped connections.]]> http://www.dslreports.com/forum/remark,17401519 Tue, 05 Dec 2006 12:59:47 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17401445 John Galt :
said by whoever See Profile :

Ok so now did you charge her for the call? Hopefully you did charge for a no problem found call. Don't give your time away.
Better way to deal with it...

Caller: Thanks for coming right over. I feel so silly! Do I owe you anything?

You: Not at all, Mrs. C. When I tell all of my WISP buddies around the whole world about this, they will laugh themselves into hysterics.

Caller: I believe that $50 should keep this our little secret, shouldn't it?

;)
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A is A]]> http://www.dslreports.com/forum/remark,17401445 Tue, 05 Dec 2006 12:48:09 EDT Re: Tech support call http://www.dslreports.com/forum/remark,17401280 whoever : Ok so now did you charge her for the call? Hopefully you did charge for a no problem found call. Don't give your time away.]]> http://www.dslreports.com/forum/remark,17401280 Tue, 05 Dec 2006 12:18:54 EDT Tech support call http://www.dslreports.com/forum/remark,17400634 ais : I had to share this with you all. I have not been doing the WISP thing very long but came across the funniest support call to date. I received a call the other day from customer and this is what happened

Caller: Bryan, I need you to come over right away. I think there may be a short in the wire you made that plugs into the back of my computer.

Me: May I ask why you believe there is a short in the cord?

Caller: b/c sparks are shooting out of the back of my computer.

ME: Are you sure you are not looking at the yellow light above this cable plug

Caller: No, I can see the sparks from the back of the computer.

Me: Are you sure it is sparks you seen? (Now that she had me nervous. Still wondering how my cat5 jumper could be flowing current unless she reversed the POE. She has been in service for almost a year and never received a support call from her before. I was pretty sure she must be right about the sparks)

Caller: YES

Me: Unplug everything. I will be right over.

Caller: OK
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I arrived at her home check the POE and tested the CAT5. Everything was fine. I brought her around the back of the computer and ask where she seen the sparks?

She pointed to the connectivity light flickering. GEEZ get some glasses. Where do some of these people come from?]]> http://www.dslreports.com/forum/remark,17400634 Tue, 05 Dec 2006 10:08:25 EDT