[Leaplist] test

[Barry Weiss]

I completely hear you on losing that client due to issues beyond your
control. I work as tier II technician for a VoIP provider. There has been
more than one occasion that we have lost a customer, because their IT
department/Vendor didn't know how to make their network VoIP compliant.
Honestly, about 90% of the issues called into our support center are caused
by the CPE which is not supplied by us.

-----Original Message-----
From: leaplist-bounces at leap-cf.org [mailto:leaplist-bounces at leap-cf.org] On
Behalf Of Hank Lambert
Sent: Tuesday, January 06, 2009 8:32 AM
To: This is the Leap Main List
Subject: Re: [Leaplist] test

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Exactly, but sometimes that same thing works against you as well. We
recently lost a good client because of this. They have a Win2K network
that has been running beautifully for years. They are a medical
facility and use a proprietary database that we are not responsible
for, nor are we allowed to touch. The company who makes the database
installed a large upgrade to their database one weekend. Starting
early Monday morning, the users could no longer print forms from
within the database and called us for help. We remoted in (they're in
Leesburg), and was able to print every type of form from every
computer except from within the database. We told them it wasn't their
network, it was the database.

Two weeks later we traveled to Leesburg to meet with the owners. We
proved to them that the printers and their network were working
perfectly, and the only problem was printing from within the database,
which had just been updated. We also showed them the time line,
showing that they lost the ability to print from within the database
immediately following the database upgrade. Two weeks later we lost
the 9-year contract because the database company, who was local to
them (right down the road), had convinced them it was us, and that
their update didn't break anything. That one left a scar.

- --Hank


Bruce Metcalf wrote:
> Phil Barnett wrote:
>> Hank Lambert wrote:
>>>
>>> It's alive...It's ALIIIIIIIVE!!
>>>
>>> Great the see it up again.
>>
>>
>> The tech's at Plesk SWEAR they didn't do anything... Right.
>
> So... either they think we're stupid enough to buy that line, or
> they haven't the faintest idea how their own equipment works or
> what their techs are doing to it.
>
> Does that sound right?
>
> Sure makes me want to find another vendor.
>
> Bruce
>
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