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rdarlington
join:2007-04-01
Los Alamos, NM
| reply to LBDSL
Re: Thank you for your review
The account he mentions having previously was under my name (Robert Darlington) at our previous address. The problems he mentioned are accurate and some of this can be seen at one of my previous posts here:
»Lots of great talk....
The work you describe in your 5 steps to setting up DSL hardly takes more than two 5 minute phone calls and the running of a script to add a user to your radius servers. Your techs may or may not have this script also e-mail the customer with his new account information. On the outside edge, being very conservative, I'd say this process takes no more than 11 minutes.
Mind you, I used to own an ISP in Philadelphia (long story here, please, feel free to contact me about this) and kinda know a little bit about this.
Your response post is also very typical of previous defensive measures I've witnessed after a problem. Guys, take a lesson, hire some hand holders and don't let your techs answer the phone. They're not good at assuring the customer that your business is working on the problem, is on top of things, etc. "It's not us" really doesn't cut it in this business. ISPs are easily replaced by another ISP more willing to serve the customer. | |
LBDSL
Lightning Bolt
VIP
join:2002-01-07
Auburn Hills, MI
| The one thing which I would like to address, without getting into specific account details in a public forum.
A DSL install involves a lot of work, more work then just a basic tech visit. So if you feel your $225 install fee only went to pay for a "3 minute" tech visit, you should be aware of the basics of DSL installation.
1) A DSL loop has to be ordered and installed via the Phone company.
2) we need to stay on top of the phone company to make sure all commits of the order and install are met, this can takes hours on multiple days depending on the order
3) once the phone company delivered the loop, we must test and accept or reject the loop, to make sure it meets are specs.
4) an Account needs to be created in our system, including billing, RADIUS, email, dial-up, etc
5) The final step is to have the on-site tech visit for dry/dedicated loop products.
As we talked about earlier, I apologize you feel we have cheated you in same way, however I promise you, unless you have access to our DSLAM (equipment in the Central Office), access to the phone companies copper in the ground, access to our systems, and knowledge of all these systems, you could not have installed this service yourself.
We have not surprised you with any fees. All charges were brought to your attention prior to placing an order with us, and agreed to upon ordering service.
I would certainly understand your frustration, if we charged you more then we quoted you for installation, however we did not.
If you would like to talk about specific account issues, or a past account, which we are not aware of you having, feel free to reach out to me, or anyone else here via phone or email.
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Lightning Bolt Technologies | |
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