Re: Tech support calls in Wireless Service Providers http://www.dslreports.com/forum/r22610040 en Tue, 09 Feb 2010 19:59:27 EDT Tue, 09 Feb 2010 19:59:27 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22712140 gunther_01 : 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.]]> http://www.dslreports.com/forum/remark,22712140 Wed, 15 Jul 2009 13:26:57 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22710396 superdog : 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
]]> http://www.dslreports.com/forum/remark,22710396 Wed, 15 Jul 2009 07:26:46 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22708461 gunther_01 : 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]]> http://www.dslreports.com/forum/remark,22708461 Tue, 14 Jul 2009 19:43:42 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22708033 Inssomniak :
said by Splitpair See Profile :

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.]]> http://www.dslreports.com/forum/remark,22708033 Tue, 14 Jul 2009 18:12:54 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22707833 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
--
If you cannot fix it with a buttset and some beanies you ain't a technician]]> http://www.dslreports.com/forum/remark,22707833 Tue, 14 Jul 2009 17:28:11 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22707376 mrbueno : 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.]]> http://www.dslreports.com/forum/remark,22707376 Tue, 14 Jul 2009 16:04:16 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22706984 Rhaas :
said by smeghead See Profile :

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... :uhh:

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.]]> http://www.dslreports.com/forum/remark,22706984 Tue, 14 Jul 2009 15:01:34 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22706338 prairiesky : do your TOS not have a sale clause in them? ]]> http://www.dslreports.com/forum/remark,22706338 Tue, 14 Jul 2009 13:12:08 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22706026 smeghead :
said by steve_NVa See Profile :

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. ]]> http://www.dslreports.com/forum/remark,22706026 Tue, 14 Jul 2009 12:21:19 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22704638 kewlkeed : 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!]]> http://www.dslreports.com/forum/remark,22704638 Tue, 14 Jul 2009 08:53:16 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22704416 superdog :
said by maxit See Profile :

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. :huh:
--
»www.wavecrazy.net
]]> http://www.dslreports.com/forum/remark,22704416 Tue, 14 Jul 2009 07:58:31 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22704060 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.

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?]]> http://www.dslreports.com/forum/remark,22704060 Tue, 14 Jul 2009 03:07:47 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22703317 Inssomniak :
said by gunther_01 See Profile :

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...]]> http://www.dslreports.com/forum/remark,22703317 Mon, 13 Jul 2009 22:47:49 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22703069 gunther_01 :
said by steve_NVa See Profile :

said by gunther_01 See Profile :

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 ;)]]> http://www.dslreports.com/forum/remark,22703069 Mon, 13 Jul 2009 22:00:39 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22702700 Killa200 : It's ok Rhaas, i don't have mine either, ;)]]> http://www.dslreports.com/forum/remark,22702700 Mon, 13 Jul 2009 20:53:40 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22702539 Rhaas : 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! :p

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.]]> http://www.dslreports.com/forum/remark,22702539 Mon, 13 Jul 2009 20:16:36 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22702419 steve_NVa :
said by gunther_01 See Profile :

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. ]]> http://www.dslreports.com/forum/remark,22702419 Mon, 13 Jul 2009 19:52:09 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22682956 gunther_01 : 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.]]> http://www.dslreports.com/forum/remark,22682956 Thu, 09 Jul 2009 21:40:17 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22680268 Singular :
said by Smokeshow See Profile :

said by Singular See Profile :

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! ^_^]]> http://www.dslreports.com/forum/remark,22680268 Thu, 09 Jul 2009 13:32:02 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22680189 dr mongolia :
said by battleop See Profile :

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]]> http://www.dslreports.com/forum/remark,22680189 Thu, 09 Jul 2009 13:21:15 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22679655 maxit : Customer "My internet is down, it says no signal on my screen"

I couldn't laugh, we get this two or three times a day. And a couple "What's wrong with YOUR Internet service there's a big red X that says network cable unplugged" as well.

MS Windows has cornered the market for "stupid"....]]> http://www.dslreports.com/forum/remark,22679655 Thu, 09 Jul 2009 12:09:46 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22677419 Smokeshow :
said by Singular See Profile :

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. ]]> http://www.dslreports.com/forum/remark,22677419 Thu, 09 Jul 2009 01:18:31 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22677132 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. ]]> http://www.dslreports.com/forum/remark,22677132 Wed, 08 Jul 2009 23:57:54 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22676534 shorthairedp : I failed an A+ online pretest once]]> http://www.dslreports.com/forum/remark,22676534 Wed, 08 Jul 2009 22:07:16 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22675785 battleop : With anything, MCSE, CCNA, Web Dev, etc. If they have to brag about any cert then they probably don't have a clue. :)]]> http://www.dslreports.com/forum/remark,22675785 Wed, 08 Jul 2009 19:33:17 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22675717 gunther_01 : Well, I wasn't bragging LOL.. Just funny stuff, a PC tech cert-ed guy trying to tell you his stuff was down like that. Just tell him to get a Network+ and call you back :) Then he is getting somewhere. Kind of.

Ummm, Yea,.. I won't say anything about Network+ like I did the A+. But you get the idea I bet. ;)

I get similar calls too though. It can be fun if you play it right..]]> http://www.dslreports.com/forum/remark,22675717 Wed, 08 Jul 2009 19:18:03 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22675661 battleop : Heh don't take this the wrong way but anyone who has to brag about their A+ is more often than not clueless. I have found anyone with an A+ that does not brag about it has a clue.]]> http://www.dslreports.com/forum/remark,22675661 Wed, 08 Jul 2009 19:07:10 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22675624 AMD Phreak : The PLA has a lot of great pranks :)]]> http://www.dslreports.com/forum/remark,22675624 Wed, 08 Jul 2009 18:55:56 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22675617 mrbueno : »www.phonelosers.org/media/PLA_Te···%2CHSiG8]]> http://www.dslreports.com/forum/remark,22675617 Wed, 08 Jul 2009 18:53:37 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22675593 gunther_01 : You just kindly forward them the graphs that show they were up ;)

A+ isn't much.. I got one of those too :D]]> http://www.dslreports.com/forum/remark,22675593 Wed, 08 Jul 2009 18:49:10 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22674274 battleop : "5. My internet connection is down.
Do you use Vonage?
Yes.
Are you using it for this call?
Yes."

I've been fighting with a customer who has a "A+" tech that manages their network. We provide them with a T1 for Data and VoIP. I get two or three calls a month from their "A+" tech to report their Internet is down. Each time I point out to them they are calling from a voip line that's connected to our soft switch. Then he reboots their watch guard and the Internet starts working again. Then the owner gets on the phone to raise hell and ask for a credit. This tool thinks that once you become an "A+" you are above all other certs.]]> http://www.dslreports.com/forum/remark,22674274 Wed, 08 Jul 2009 14:38:28 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22673706 kewlkeed : LMMFAO! Nice! :D]]> http://www.dslreports.com/forum/remark,22673706 Wed, 08 Jul 2009 13:08:42 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22673309 maxit : Two classics in 2 days:
"My internet is down, when are you going to fix it."
-(looking it up) It's been suspended because you're six months in arrears
"I'm trying to run a business here! Turn it back on now!"

"We came in to see if you still want that radio on our roof"
- Actually a bailiff recovered it for us last month because you were sent to collections over a year ago for nonpayment. The check bounced for the previous year's Internet and we sent you half a dozen letters before we sent you to collections.
"Well you have your equipment back, can you call the collection agency and tell them we're square now? We can't get our Visa limit raised until you do..."]]> http://www.dslreports.com/forum/remark,22673309 Wed, 08 Jul 2009 12:18:23 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22671970 superdog : I installed a customer a few years back. The radio was on the roof and inside, they had quite a few devices (computers, xboxes, playstations etc.), so I installed a switch on their desk. A few days later, I get the famous call "My internet doesn't work?", so since this customer is on my way home, I stop.

Once inside, I see the switch is missing from the desk. I do a little nosing around (as they are following me around complaining how they pay $20 a month, and for that amount of $$, it should always be working???) and see all of the CAT5 cables running into the litter box along side of the desk. As it turns out, the switch fell off the desk into the litter box. This must have angered the 4 cats because an alien device entered their space, so they promptly pissed on it a few times and then covered it up with litter and cat shit.

Needless to say, when I showed them the Linksys switch in the litter box, the look on their faces was classic!. I told them to have a nice day and left, as the cause of their problems were obvious, LOL.


--
»www.wavecrazy.net
]]> http://www.dslreports.com/forum/remark,22671970 Wed, 08 Jul 2009 09:05:34 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22634352 kewlkeed : As an addon it was even more amusing since the guy understood some general RF stuff. So we gave him the signals and he just laughed "Bah I can squeeze at least 5 more db outa that!... KEEP GOING!" as he's waving at the cutters.]]> http://www.dslreports.com/forum/remark,22634352 Tue, 30 Jun 2009 12:38:28 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22634334 kewlkeed : I laughed, we had one client who insisted he'd do anything for signal.

We showed up, there were a couple dudes with chainsaws waiting. We pointed, and he yelled to them to start cutting and we told them when to stop.

He didn't care if half the forest went down.
--
Justin - DSLR resident grouch and Mr Negativity
TSI Fanboy - "Dontchya wish your 'net was hot like mine! Ohhh Dontchya!"
Have a nice day!]]> http://www.dslreports.com/forum/remark,22634334 Tue, 30 Jun 2009 12:36:07 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22634303 maxit : I love the line of sight issue. Customers are dismissive and sometimes enraged they must chop down some trees to see the transmitter.
Then you look, and they've felled as swath for sat tv...]]> http://www.dslreports.com/forum/remark,22634303 Tue, 30 Jun 2009 12:31:29 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22630976 kewlkeed : LMAO I think I see that quite commonly too where they call only after being out for a ridiculous time.

"Well surely other people must be having problems"
"NO"

"Well has anyone else called"
"NO"

"But this must affect others"
"NO"

"So we really are the only ones"
"YES"

Then by the end of the call you find out someone unplugged the PoE. All they do is plug it in and away they go...

"But shouldn't there be something that could be done about that?"
"Yes, don't unplug the PoE"
"Oh"
--
Justin - DSLR resident grouch and Mr Negativity
TSI Fanboy - "Dontchya wish your 'net was hot like mine! Ohhh Dontchya!"
Have a nice day!]]> http://www.dslreports.com/forum/remark,22630976 Mon, 29 Jun 2009 21:01:24 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22629855 CMack : regarding the tv analogy...yes they will wait, usually their comment is "I thought someone else would have called"
response: ahh well your the only one having an issue, why would anyone else call?]]> http://www.dslreports.com/forum/remark,22629855 Mon, 29 Jun 2009 17:22:29 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22629415 AMD Phreak : I love using that awkward silence moment. I usually follow it up with a "huh" comment.]]> http://www.dslreports.com/forum/remark,22629415 Mon, 29 Jun 2009 16:08:11 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22629305 Nitroxide : I love the people that do this

Them: "We've been down for 3 weeks now. This needs to be fixed RIGHT now I can't believe it takes so long"
Me: "So you phone me after 3 weeks of having an issue and you're surprised it's taking long to fix? If your TV is out would you wait 3 weeks to phone and then complain that it's taken too long to fix?"
Them: "..."
Me: "..."]]> http://www.dslreports.com/forum/remark,22629305 Mon, 29 Jun 2009 15:49:29 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22629172 Killa200 : i love hearing all these... but shutter myself because i know these comments about sum up my operating area...]]> http://www.dslreports.com/forum/remark,22629172 Mon, 29 Jun 2009 15:25:41 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22628689 Inssomniak : Customer: "We have 2 computers connected to a router and one doesnt have internet, when are you coming to fix it?"

Customer: "We havent had Internet for 3 days, whats taking so long to fix it?"
Us: "when did you call first about the problem?"
Customer: "Just right now."]]> http://www.dslreports.com/forum/remark,22628689 Mon, 29 Jun 2009 14:00:23 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22615736 CMack : Too funny, keep them coming Steve]]> http://www.dslreports.com/forum/remark,22615736 Fri, 26 Jun 2009 13:52:23 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22615012 maxit : My Internets been down for ___ (insert number of weeks since last bill). I run an important online business, I want it fixed right now!

Onsite tech: We warned you about those trees three years ago. Those poplars have grown right in line with your antenna.
Customer: Well cut them down.
Tech: We install dishes, we don't do logging.
Customer: Well cancel my service then if your Internet doesn't "work"

My computer icon says "your" signal strength is Extremely low. What are you going to do about it?

FAVE:
what does ipconfig say your IP address is?
192.168.1.111
Then you're not connected to your network Your Windows server gives out 10.10.1 addresses
Bullshit
Open a browser, go to 192.168.1.1 and what does it say?
Login for 802.11g router
What is the IP listed on the Status page?
0.0.0.0
Then you're connected to a wireless router that's not plugged into your network.
No I'm not! What do you know anyway? My Internet doesn't work, FIX IT right now!]]> http://www.dslreports.com/forum/remark,22615012 Fri, 26 Jun 2009 12:17:34 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22610040 dr mongolia : IMHO, this is where it pays to have a clearly defined customer service policy. That way you know when to to say, "Sure, let me get you the number to your vendor so they can help you with that. We don't maintain the operating system (or application) so we wouldn't be the best people to ask, but if you have any problems with your Internet connection please call us any time." Etc etc. Some users may cancel due to this, but those are the users you would have otherwise lost money on anyway.

I've also found that giving out a 1-800 number as opposed to local/cell numbers makes people a LOT less likely to call with general computing questions, yet they'll still report outages/service conditions. I use kall8.com for our 1-800 setup, it's pretty nice. You can have the 1-800 number forward to whatever number(s) you wish, you can play "waiting" music on it (and a greeting message), you can set it to record every call, etc.]]> http://www.dslreports.com/forum/remark,22610040 Thu, 25 Jun 2009 15:47:31 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22607976 viperm : thats nothing our wireless sales guy ( formwer wireless owner) signed up a 90 year lold lady that does not even remember we were ever there to install the internet.

She calls once a day to have one of us walk her thru HOW to use the internet and get or E_mail .

I finally sent one of the techs out to paste a paper to her monitor with step by step instructions.

We have spent over 24 hours in tech visits and phone calls on this woman..

I feel bad but on the other hand we are here to run a business and make money..
--
ComTrain Certified Tower Climber. American Tower Certified approved contractor. Wireless consultants.]]> http://www.dslreports.com/forum/remark,22607976 Thu, 25 Jun 2009 10:09:38 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22607780 Killa200 :
said by steve_NVa See Profile :

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.
At that point i would so break in with "but now that we have you on the phone can i get an updated and valid credit card to process your due bills with us? We can certainly reconnect your service after that"]]> http://www.dslreports.com/forum/remark,22607780 Thu, 25 Jun 2009 09:29:15 EDT Re: Tech support calls http://www.dslreports.com/forum/remark,22607745 smeghead : Those are all things I deal with on a daily basis as well.

Common sense to us, but brain surgery to the masses.

I'm sure if we were to call for help on fixing a car or something we were not fluent in we'd look equally stupid. ]]> http://www.dslreports.com/forum/remark,22607745 Thu, 25 Jun 2009 09:23:26 EDT Tech support calls http://www.dslreports.com/forum/remark,22607422 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.]]> http://www.dslreports.com/forum/remark,22607422 Thu, 25 Jun 2009 07:57:13 EDT