A customer can't connect so he calls tech support. Tech support says do
this...and never hears from the customer again. Tech support assumes the
problem is fixed. A month later the customer calls when he got a late notice on
his bill and says it never worked so he switched to someone else and hasn't had
any problems what-so-ever. Pisser is the other ISP has the same equipment. So
not only do you lose the customer's $19.95 but also the referrals that could
have come with that customer and possibly even the friends they already signed
up. It seems that referrals are where you get most of your business. So it's a
lot more than a single $19.95 account.
Basically, as long as the customer is patient we'll do whatever we can, even
if the customer doesn't want to. Any ISP around here that doesn't want those
customers I'll be happy to take them off your hands.
Bill Dunn
> If they're that unwilling to help you fix the problem (or too arogant to
> believe that the problem lies with their equipment), I wouldn't want
> them as a customer anyway. These are the kinds of users that will be
> calling your support lines and blaming *you* every time they try to log
> in with the caps-lock key on. To be honest, $19.95 per month isn't
> enough money to make me want to deal with these types of people day
> after day. I'd rather let the competition have them.
>
>
> >
> > Has anyone had any luck with these things. I have had 4 people sign-up
> > and cancel in the last 2 weeks. I cannot get information from these
> > people to do tech support with lucent. They refuse even to look at the
> > driver versions!! All I know is that they are a PCTel chipset and have
> > had little success. Commas, +ms=v34, +ms=12, +ms=11 don't have any real
> > effect. I'm scared that I will be seeing more soon.. You think anyone
> > with a brain would *NOT* buy a computer under $700. Sorry, I'm going off,
> > but its hard to help people when you can't get you hands on the equipment
> > to test
it!
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