gunther_01
Premium
join:2004-03-29
Saybrook, IL
| reply to superdog
Re: Tech support calls
I second all that you said SuperDog. I'm mainly talking about this one install you had.
I take large issues to those that take advantage. And I think this is one of those cases. I truly hope that you fair well on that deal. In all areas where you are concerned.
It's fun being the nice guy, knowing what we know about good will returns in life. I have done all you said and more... But having a business does require some of that to be drawn out as policy, and what isn't sometimes. |
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superdog
I Need A Drink
Premium,MVM
join:2001-07-13
Lebanon, PA
| reply to gunther_01
IMHO, you have to use judgment and common sense in every situation? Lets face it, there are some customers, that by not giving them a bill, you are making more $$ than you would if you billed them. In the beginning, I did anything and everything to make a customer happy. From chopping down an 80ft Maple to cleaning out PC's and reinstalling AV and spyware software that I just downloaded for free from the net.
When you run a business, it is very hard to get to get the best type of advertising out there, word of mouth. There is no amount of $$ you can spend on radio, TV or print that sells your product better than a recommendation to one person from another. I have been selling things to buy food for 20 years, LOL, and I know just how hard it really is.
Your reputation is a difficult thing to build. You can work at it for 10 years and lose it in a day. You will NEVER be able to please 100% of the people 100% of the time. It is impossible. People also know people and how they are. If you have a difficult customer and they are always trying to get something for free, constantly bitching about this and that, yada yada? chances are, that person is a leech, user etc. and everyone around them knows the deal, so when they complain and tell everyone you suck, no one listens anyway, as they know this person is an idiot.
These individuals need to be dealt with and should be billed every chance you get and if you are lucky? they will move on to another provider and save you a lot of Rolaids. What you DON'T to do is piss off someone that is an EF Hutton, because when you do, and they speak, everyone listens and financially, you will lose, BIG TIME. 
On the other hand, if you have a customer that has a true problem, they pay on time and generally never give you an issue, you need to bend over backwards for this person, give them the world and make darn sure you fix whatever issue they have. By doing this, you will more than reap what what you sow. I have a lot of older users that are over 60, have very basic computer skills and for the most part, they know how to turn the PC on and where to click to get their email. I made the mistake (If it really was one?) of holding their hand when I signed them up. They would call me constantly over the smallest issue, asking about the silliest thing. I would just smile, answer their question and sometimes even go to their home for free and show them what to do.
Some of you would say that is crazy, but guess what?, those people told others about how great I was and I picked up quite a few new users from their word of mouth. Another funny thing happened. I would go to the mailbox and their would be envelopes from these people. Sometimes just a nice little thank you note, but more often than not, there would be checks (or cash) in those notes, made out directly to me and not the CO, telling me "Thank you for a job well done, use this money and take your family to dinner". While the amounts varied from $60 to a $5 dollar bill (Some of these customers didn't have more than 2 nickels to rub together), it didn't matter, as you and I both know whenever they got on the subject of computers or the internet with their friends and family, I was the topic of conversation. 
I guess the reason for writing this little thesis is to let you know that it isn't always about the $$. I was told a long time ago by a very wise man (My Grandfather, who is one of the richest men I know, in knowledge, friends AND $$). He told me to forget about yourself and just worry about and put others first. While it seemed like a strange and dumb idea when I was 17 and he was telling me? it makes perfect sense now. By putting others first (Not just your customers, but friends, family and even strangers), it will pay off in the end, as every person you help and go the extra mile for will always remember what you did for them, so instead of just one person watching your back (yourself), you will have hundreds. IMHO, if the entire world were to adapt this strategy, it would be a much nicer place to live. 
--
»www.wavecrazy.net
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gunther_01
Premium
join:2004-03-29
Saybrook, IL
| reply to steve_NVa
I can understand both points of view. But in all reality, it was their fault. And why does that always mean that the/my company gets to take the hit for it. Not too mention a basket that prob has to be rented.
While that "location" has been a customer for 6 years. Obviously the new "owners" have not. They can sign the TOS as new owners before they have service restored. At which point the TOS does cover them. Yea, I'm not really liking that deal at all. And I think you will get stiffed again.
My $.02 |
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Inssomniak
Premium
join:2005-04-06
Cayuga, ON
| reply to Splitpair
said by Splitpair  :Trouble ticket is for no dial-tone, I found good dial-tone at the NID and see an off-hook condition looking into the home. I knock on the door, a lady answers and I advise her the problem is inside the home and she lets me in. I find a cordless set that has locked up pull the power reset and all is well. She mentions that when she called in they told her she didn't have the maintenance thing and wants to know if there will be a charge, I reply yes, how much she asks, I reply it's something like $90, she looks at me with a certain look and asks is there anything she can do for me so I wouldn't write her a bill, I remind myself that I'm married and reply sorry I don't write the bills the computer does it automatically when I close out the job, whereupon I departed. Wayne I went into a house about a year ago, installed 3 jacks for the customer, new wiring etc, in an older house. I go back a few months later after trouble proved in S/C. I find beer and coffee spilled over the jack and set cord in the living room, replace cord and jack, they didn't understand why they got billed, they said they never spilled anything. I go back last week, kitchen jack is shorted, but they lock 5 or 6 dogs in the kitchen, rarely let out for the bathroom, I disconnect it this time saying if I replace it your dogs piss will wreck it again, since you dont use it anyways. He goes that jack never worked so why should I pay?
I told him I installed the jacks, and yes it did work, handed him the bill again.
I installed a customer radio on a pole mounted to an old chimney, he replaced the roof with a truss type roof instead of the original flat one, and wants his antenna moved to the roof on a tripod. We will do it for a charge but never called back. Now every time he says its windy he says his connection is bad and it should be moved, for free of course. He doesn't realize we can tell when a connection is bad. |
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Splitpair
Premium
join:2000-07-29
Cow Towne
 ·T-Mobile US
| reply to steve_NVa
Trouble ticket is for no dial-tone, I found good dial-tone at the NID and see an off-hook condition looking into the home. I knock on the door, a lady answers and I advise her the problem is inside the home and she lets me in. I find a cordless set that has locked up pull the power reset and all is well. She mentions that when she called in they told her she didn't have the maintenance thing and wants to know if there will be a charge, I reply yes, how much she asks, I reply it's something like $90, she looks at me with a certain look and asks is there anything she can do for me so I wouldn't write her a bill, I remind myself that I'm married and reply sorry I don't write the bills the computer does it automatically when I close out the job, whereupon I departed.
Wayne
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If you cannot fix it with a buttset and some beanies you ain't a technician |
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mrbueno
join:2002-08-03
US
1 edit | reply to Rhaas
I would just keep billing them until their contract is up. If they don't want to pay for a service call, that's ok.
Turn lemons into lemonade! Offer contract extensions instead of service charges. |
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Rhaas
Premium
join:2005-12-19
Bernie, MO
| reply to smeghead
said by smeghead :Customers like that make me sick. Trying to screw the phone company or cable company or a telecom company (which is no better than the government) I can totally understand. Glad you lump us all together... 
But trying to screw a WISP by claiming not to have signed the agreement is pure BULLSHIT. I would have cut the wires and disconnected their equipment right there. They would complain and I would tell them they didn't agree to any TOS so i can do whatever I want with my equipment. Uninstall the bastards.
I'm dealing with something similar, customers equipment has gotten hit by lightning, since they don't have an equipment support contract with us it is $150 to replace the radio (free otherwise). They are refusing to pay the cost of the radio so I'm planning on going and getting the equipment back. |
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prairiesky
join:2008-12-08
Springstein, MB | reply to steve_NVa
do your TOS not have a sale clause in them? |
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smeghead
join:2009-02-11
| reply to steve_NVa
said by steve_NVa :Top 10 excerpts from this weeks tech support calls: 10. Is the internet light on your router lit? Yes. What does the internet light on your router look like? I don't know. 9. We have a problem. OK, we noticed you were having connection problems about an hour ago and we are already working on it, and it should be fixed quickly. It's been going on for two days. We noticed the problem over an hour ago, an hour before you first called to tell of the problem. We will have it fixed quickly. 2 days, that's not quick. I'm sorry, I think you're looking for the clairvoyant support dept. 8. Is the internet light on your router lit? All the lights are on. Do you see the symbol of a lower case i with a little circle next to the number 1? Yes. Is it lit up? No. 7. Our internet is down. Does your PC have a good connection to your router? Yes. Is the PC connected to the router by cable or wireless? I don't know. 6. Is the internet light on your router lit? No. And you are having trouble downloading web pages but email still works well? Yes. 5. My internet connection is down. Do you use Vonage? Yes. Are you using it for this call? Yes. 4. Is the internet light on your router lit? Yes. What kind of router do you have? I don't know. Do you have a router? I don't know. 3. Our internet is very slow. Does your PC have a good wireless connection? Yes. OK Mrs Smith, what wireless network is your laptop connected to? JonesHomeRouter. 2. Is the internet light on your router lit? Yes. Is the power light on your router on? No. 1. My internet connection has been down 2 days and I want a refund for the down time. We disconnected you and stopped billing 6 months ago for failure to pay. Customers like that make me sick. Trying to screw the phone company or cable company or a telecom company (which is no better than the government) I can totally understand.
But trying to screw a WISP by claiming not to have signed the agreement is pure BULLSHIT. I would have cut the wires and disconnected their equipment right there. They would complain and I would tell them they didn't agree to any TOS so i can do whatever I want with my equipment. Uninstall the bastards. |
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kewlkeed
Grouch
Premium
join:2005-02-05
Knowlton, QC
1 edit | reply to steve_NVa
I woulda walked away from it. Plain and simple.
I don't give in anymore to bitching clients for TOS arguments. They don't like it, **** it. They'll cost more to fix and when you do it once, they'll expect it over and over. It leaves you wide open for future problems.
I would have simply told them forget it, packed up, and walked. They'd call back eventually, and if they didn't, they're better off with the competitor.
--
Justin - DSLR resident grouch and Mr Negativity
TSI Fanboy - "Dontchya wish your 'net was hot like mine! Ohhh Dontchya!"
Have a nice day! |
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superdog
I Need A Drink
Premium,MVM
join:2001-07-13
Lebanon, PA
| reply to maxit
said by maxit :We used to too. Until the customers all decided that roll-outs to replace a NIC should be free and so should the new NIC. If they're plugged into the POE we pay attention. If they're plugged into their own router they're told to bring their computer in. I just had a storm take out 2 radios (*#@! weather!). Anyways, one of the customers is a funeral home. None of the current guests complained about losing access (hehe), but the caretakers of the guests sure did. There was still a phone line plugged into the back of the one PC, so even though everything was grounded, the surge came thru the phone line and toasted the NIC on the PC. It then left the PC and cooked a switch, toasted my radio that was plugged into the switch, BUT, it didn't toast 2 printers that were also plugged into the same switch???????.
Why in the heck didn't it fry the NIC cards in the printers? Anyways, to get back on topic, When I rolled in, I was told that they are not paying for this because it wasn't their fault. I explained that in the TOS they signed, it clearly states that we are NOT responsible for ANY weather related events, even if the lightning comes in through the radio.
I was then told that the TOS no longer apply to them. When I asked why?, they mentioned that the home was sold to a new owner, and since he never signed the TOS, it didn't apply.
Rather than fight with them, I swapped out the NIC card, as I had a bunch of them on the truck that I had bought at the flea market for like $4.00 each and I also had an old Linksys 6 port switch with me that worked (although one port was toast from a prior event) and got the two mission critical PC's back online and printing.
I find out later from an employee that some guys had put a brand new phone system in and for some reason, had plugged in the one PC to test it and see if the modem still functioned over the new system (It didn't, so they wired this line directly to the NID without surge protection) When finished, he never unplugged it. The new phone system didn't get hit, as it WAS protected. What gets me is why they even worried about a modem working when they had been on my system for over 6 years?.
Oh well, they have been great customers to this point, and since it didn't take me much time to swap out the NIC and throw in an old switch, I just shut up and fixed it. The bad thing is I am now waiting on the crane and the basket, as the radio can only be worked on from it because of it's location. I am responsible for it and it has to be replaced. 
--
»www.wavecrazy.net
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maxit
join:2009-02-22
Fort St James, BC
| reply to Inssomniak
We used to too. Until the customers all decided that roll-outs to replace a NIC should be free and so should the new NIC.
If they're plugged into the POE we pay attention. If they're plugged into their own router they're told to bring their computer in.
This week:
Our Internet is no good because even Hotmail won't send to Joe@somedomain.local on it.
The guy calls and complains because we STILL haven't called the collection agency and cleared him for ripping us off for that $400 worth of service.
Really that bailiff you hired got your equipment back, what's the problem a**holes? |
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Inssomniak
Premium
join:2005-04-06
Cayuga, ON
| reply to gunther_01
said by gunther_01 :To Maxit.. I get that error (red X) when I loose a radio Ethernet or PS or bad Ethernet card in computer. I tend to take those seriously. Because that almost always means a truck roll for us. Us too... |
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gunther_01
Premium
join:2004-03-29
Saybrook, IL
| reply to steve_NVa
said by steve_NVa :said by gunther_01 :To Maxit.. I get that error (red X) when I loose a radio Ethernet or PS or bad Ethernet card in computer. I tend to take those seriously. Because that almost always means a truck roll for us. Almost all of our customers have routers, so if the red X is mentioned it's pretty clear where the call is going. For a little drive in our case |
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Killa200
Premium
join:2005-12-02
Spring City, TN | reply to Rhaas
It's ok Rhaas, i don't have mine either, |
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Rhaas
Premium
join:2005-12-19
Bernie, MO
1 edit | reply to steve_NVa
I got a call from a customer earlier today. He was upset that he was getting a 100Mb/s connection. He was thrilled with the speed but he refused to pay for that kind of connection! 
I lol'd and told him not to worry about it, I wouldn't raise his bill.... Much!
Dangit.. I don't even have an A+ I R tarded. |
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steve_NVa
join:2005-02-13
Leesburg, VA
| reply to gunther_01
said by gunther_01 :To Maxit.. I get that error (red X) when I loose a radio Ethernet or PS or bad Ethernet card in computer. I tend to take those seriously. Because that almost always means a truck roll for us. Almost all of our customers have routers, so if the red X is mentioned it's pretty clear where the call is going. |
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gunther_01
Premium
join:2004-03-29
Saybrook, IL
| reply to steve_NVa
I wasn't bashing any one about the A+ Shorthairedp. Just so it's clear to any one. I just consider A+ to be the (just about) first entry level Cert there is for computer stuff. It may be more broad than that I suppose. And I studied my arse off to get mine. I didn't Ace it or anything. I actually did better on the Network+
To Maxit.. I get that error (red X) when I loose a radio Ethernet or PS or bad Ethernet card in computer. I tend to take those seriously. Because that almost always means a truck roll for us. |
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Singular
Premium
join:2008-08-13
Shelbyville, KY
| reply to Smokeshow
said by Smokeshow :said by Singular :Customer "My internet is down, it says no signal on my screen" Tech *Shakes Head* True story... I had not laughed that hard in a while. You have no idea how many times I've heard that before. As a matter of fact, I'm pretty sure I've heard pretty much all of the dumb calls from this thread. The average user (especially the rural ones) are just not that technically aware. Yeah we service that kind of area, same thing for us! ^_^ |
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dr mongolia
join:2008-07-03
United State
 ·Cox HSI
| reply to battleop
said by battleop :With anything, MCSE, CCNA, Web Dev, etc. If they have to brag about any cert then they probably don't have a clue. Easily applicable in an even broader sense as well -- a nice guy doesn't have to tell you he's nice, a rich guy doesn't have to tell you he's rich, etc.. but when they do tell you, they're usually full of crap |
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