SDSL woes...

[jarad.livejournal.com]

On one hand, I can understand this customer - he's had two faults within two weeks of a brand new installation of SDSL. However, he has (a) neglected to fill in the order forms and then tried to blame us when his line isn't up and running and (b) decided that a leased line was too expensive.

So he phones up about the second fault, and pretty much goes ballistic at my coworker as the diagnostics have come back with the same fault that was supposed to be fixed the first time. The customer side is not verbatim, but close.

C = Customer, R = Coworker.

C: This isn't good enough.
R: I'm sorry sir, if you can just bear with me a moment, I'm trying to get through to (telecoms company that services the lines).
C: No really, this isn't good enough. Our contract is with you, not (telecoms company), I want someone out here right now or else.
R: I'm sorry again sir, but we have procedures to follow. We have to run the diagnostics, and then when a fault is detected we can request an engineer. This will go into a queue.
C: This is just isn't goddamned good enough. We'll take legal action for breach of contract. We pay you for this service and you aren't delivering it.
R: The contract that you signed specifies that there is a 20 hour SLA. You have only reported a fault within the last 30 mins, so it could still take another 18 hours to fix it, and we would not be in breach of contract.
C: That's a load of shit, even if it's 20 hours you should have it fixed in two. This isn't good enough.
R: *head explodes through sheer stupidity of someone who can't grasp that we cannot physically be anywhere in the country and fix something within 2 hours* If you just hold for a moment and I'll pass you onto a supervisor.

I'm so sick of people buying SDSL/ADSL lines and thinking that it's a replacement for a leased line.

Comments

[ihateemo.livejournal.com]

Srsly. Kudos on pointing out what a SLA actually is. ;)

[compwizrd.livejournal.com]

with a leased line running over 20k a month for 256kbit, we can tolerate our 55 dollar a month p-t-p dsl links going down for a bit now and then. :)

[ravenshrinkery.livejournal.com]

The more time I have to spend telling you about the contract the longer it's going to take to fix your line. I'm sure a judge will take that into consideration if we miss that 20 hour window and you sue because of it.

Translation: Keep giving me shit and I'll make sure it takes 19 hours and 50 minutes to get that line up and running.

[manuka.livejournal.com]

Holy jeebus. How far out in the sticks are you?

[compwizrd.livejournal.com]

not very far in the sticks, but there's 8 facilities to hookup, and it's frame relay, so it's naturally expensive... a true leased line was even more expensive. We're in Canada, so we get naturally screwed by Bell Canada's insane telco rates.

we went with an internet vpn, with the internet side shut off.. our service provider isn't very happy about us paying 55 a month for what they normally sell for many many thousands a month.

[megpie71.livejournal.com]

C: That's a load of shit, even if it's 20 hours you should have it fixed in two. This isn't good enough.
R: *head explodes through sheer stupidity of someone who can't grasp that we cannot physically be anywhere in the country and fix something within 2 hours* If you just hold for a moment and I'll pass you onto a supervisor.

If he wants two hour service, put him through to sales. He can tell them what he wants, and they can tell him how much it's gonna cost him. And then he can either unchain his wallet, or bloody well put up with the 20 hours he's paying for at present.