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 ronsawn
join:2002-05-16
Chandler, AZ
| Dump MSN for Deru I switched to Deru.com before Qwest sent me to MSN. So far I would say my decision was excellent. Their support is excellent and my switch over was almost flawless.
I'm also getting a huge performance boost over the Qwest DSl. My speed tested at 544/244, I'm paying for 254/254. Another huge improvement is that their mail servers seem to be way faster.
I'm allowed 20 email addresses while Qwest only allowed 2.
If Deru keeps up the good work you can't lose by switching to them. | |
| rsanz
join:2003-04-01
Chandler, AZ
| Deru is going downhill so avoid them Deru.com used to have good support and I could actually talk to a real person. Now nobody is ever in support and they never call me back. They are MIA, so to speak.
They used to provide me with backup dial-up so that I could get online but they took that away without notifying me. They refuse to give me a dial-up unless I pay them more money.
That might be OK if my DSL never failed, but that's not the case.
Case in Point: My DSL went down on on a Monday. Since Deru arbitrarily took away my backup dialup I couldn't do essential business operations.
I called Deru and never got an answer. I called many more times and never got an answer. This went on for hours.
After most of the day, I called and asked the operator to connect me with someone. Somebody at Deru tested my line and told me to contact Qwest. Qwest corrected the problem.
So what's wrong with this scene? I had no backup and couldn't do essential business for hours. DERU WOULD HAVE NEVER CONTACTED ME ABOUT HOW TO SOLVE THE PROBLEM, AND IF THIS HAPPENED ON THE WEEKEND I WOULD NEVER HAVE GOTTEN INTERNET SERVICE RESTORED. Deru tech support is only there during banking hours, they won't talk to you on weekends.
2nd Case in Point:
Two weeks earlier my DSL was down for 36 hours. Tech support never answered repeated phone calls. I then used my backup dialup to notify tech support and then the problem disappeared.
Now Deru doesn't have tech support on weekends, and of course they decided to take away my backup dialup. Of course nobody told me so I wasted my time trying to figure out what was wrong with my modem. Several changes have been made in the past and I wasn't notified. That's unacceptable.
Conclusion: Deru has gutted their tech support and reduced their services. If something doesn't improve fast I will seek a company that provides decent tech support. I can't tolerate this. I was very impressed with Deru until lately. It's too bad such a promising small ISP has slipped so much.
Awhile back I recommended Deru to two people, one dialup and one DSL. They gave up on Deru in frustration citing lack of tech support. I will no longer recommend Deru until I see these problems resolved.
I sent them a letter similar to this but they refuse to do anything to resolve the problems. They are totally ignoring me. | |
| | rsanz
join:2003-04-01
Chandler, AZ
| Re: Deru is going downhill so avoid them I am actually not a new member. My original report on Deru was done under the name ronsawn. I couldn't retrieve my password so I signed up again.
Deru.com was an excellent company when I did that review. They have slowly deteriorated for about 9 months. Support used to be quick and personal like you would expect from a good small company. It's too bad they decided to take the low road. | |
| | dwayrynen
join:2001-10-23
Scottsdale, AZ
| Rsanz is upset because we won't *give* him a dialup account to use whenever he desires in addition to his dsl account.
His current dissatisfaction started when we changed our backup dialup service and he was not able to access it - when questioned why he needed to use the backup dialup service when his dsl connection was operating fine his response was:
=====================================================
Date: Sat, 12 Jul 2003 22:17:22 GMT
Subject: [Deru Support #1212]: dial up problem
I need to test a video at modem speeds.
=====================================================
We are not ignoring rsanz - we respond to each and every support request he has - when he makes statements, threats, and insults we don't respond, but when he asks questions we respond promptly and courteously.
We have told him repeatedly that we won't give him a dialup account to use whenever he wishes - but we did offer one at a reduced price. We have also told him that if he is doing "essential business operations" that he would probably be better served by a business dsl account where we pro-actively monitor the connection and work with the customer and Qwest to get the service back up the moment it goes down. He passed on both offers and said he would just go report us to DSL Reports if we did not "respond" (meaning give him a dialup account), which he has obviously done.
We have the same support staff and hours we had since he signed up - we have never had people in the office on weekends - we used to forward the phone around, but when we only get a few calls per day on the weekends it didn't make sense to have someone to answer the phone on every ring - so now we get paged when a message is left. We have better online tools for tracking customer issues, and have added more people who monitor those tools 24x7 so his assessment is not correct that we are gutting our support. We are staffed in our office M-F 9am to 5pm - and return voice mail and email after those hours. Anyone is free to test us out. 
We are small, nimble, and responsive. About the only thing we can be accused of is not giving dialup accounts away in response to threats to post here.
Darin Wayrynen
[text was edited by author 2003-07-23 17:31:09] | |
| | | 
kozimor
@deru.com
| Re: Deru is going downhill so avoid them I couldn't be happier with Deru's service. I prefer that they are a small operate, and not a massive corperation like Qwest. Deru has their act together like no ISP i've ever seen. Their technical support staff is one of the most knowledgable you will ever come across. Try calling up a Qwest tech and talk about IPTables in Unix, see how far you get. I got actual assistance. Way to go Deru! You guys rule!
Mike KoZ | |
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