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Author Topic: Oh come on now, be logical  (Read 5098 times)

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Offline Grider

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  • Location: St. Augustine, Florida
  • Posts: 863
    • Greenlight Communications
Oh come on now, be logical
« on: April 24, 2014, 06:46:41 AM »
As a technician it is a must to weed out the baloney when troubleshooting. I recently received the following email from a customer.

Hello John, my name is Tara.  I am calling you on behalf of PGC & Company.  You helped us with our phone systems in the past.  We had an issue over the weekend where a phone line connected to the building, detached, and hit the neighbors car.  Verizon was out here yesterday fixing the lines.  They fixed the problems with line 1 and line 2, but line 3 cannot receive incoming calls.  They told us it was an internal problem and they could not fix it.  Just wondering if you can be of assistance at all.  Please let me know if you can be of any help.  Thank you and look forward to hearing from you.   

My friend and fellow technician, Ed V, would classify this as a perfect example of MBSWWYPBX.

It appears that this site location had 3 phone lines physically delivered with a bundle of copper wiring that somehow got tangled up with the neighbors car, not good. When the repairs were made it appears that the physical path of both lines 1 & 2 were returned to the original destination but line 3 remains waving in the breeze. This is not an INTERNAL problem. This is more than likely an end of the Verizon techs shift problem.

Two out of three ain't bad unless when the Verizon bill arrives you only get billed for two out of three. :015:
ESI Certified Technician since 2003
www.greenlightconnection.com

Online hbiss

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  • Location: Westchester County, NY
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Re: Oh come on now, be logical
« Reply #1 on: April 24, 2014, 08:25:17 AM »
Quote
They fixed the problems with line 1 and line 2, but line 3 cannot receive incoming calls.

I would have asked them if there was dial tone on line 3. If the answer was no then I tell them to tell Verizon that they talked to their "vendor" and he said they didn't finish their job. Better yet go there and check for dial tone yourself, tell them in person and charge them for the service call.

-Hal
I gotta get out of this business...

COMSYSTEC- Phone Systems | paging systems | background music systems | foreground music systems | retail music | restaurant music

Online CMDL_GUY

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  • Location: Mt. Sidney Virginia
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    • www.lscg.net
Re: Oh come on now, be logical
« Reply #2 on: April 24, 2014, 09:00:07 AM »
I used to try an explain issues like this to the customer and they would get pissed thinking I was the one blowing them off. Now when I get the call I respond with; "We'll be right there."   When on site I tell them it's a phone company problem and charge a service call.

They seem to like this method better!   :022:
"Government is not reason; it is not eloquent; it is force. Like fire, it is a dangerous servant and a fearful master." - George Washington

“Remember democracy never lasts long. It soon wastes, exhausts, and murders itself. There never was a democracy yet, that did not commit suicide.”   -John Adams

K4LRM

www.lscg.net

Faster horses, younger women, older whiskey, more money.

Offline Grider

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  • Location: St. Augustine, Florida
  • Posts: 863
    • Greenlight Communications
Re: Oh come on now, be logical
« Reply #3 on: April 24, 2014, 09:11:40 AM »
I can program a system in PA from FL. Driving to PA from FL is unreasonable.
ESI Certified Technician since 2003
www.greenlightconnection.com

Offline hitechcomm

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  • Location: New York, NJ and Conn
  • Posts: 1007
    • HIZER Communicatins
Re: Oh come on now, be logical
« Reply #4 on: April 24, 2014, 09:20:56 AM »
It's a long trip, but think of the travel time you charge them.

Online telemarv

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  • Location: Ottawa ON Canada
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Re: Oh come on now, be logical
« Reply #5 on: April 24, 2014, 11:43:23 AM »
It's a long trip, but think of the travel time you charge them.

And all the folks you can stop and visit.
Marv CCNA


If people had more manners... we'd need fewer laws.

Offline JWRacedog

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  • Location: Pearl Lake, Illinois & Mission, Texas
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Re: Oh come on now, be logical
« Reply #6 on: April 25, 2014, 08:33:18 PM »
John---where's that Airstream of yours?  E-mail them a picture of you, your butt-set and the Airstream and caption it with what Larry said "I'll be right there!"
Retired Now

Offline Grider

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  • Location: St. Augustine, Florida
  • Posts: 863
    • Greenlight Communications
Re: Oh come on now, be logical
« Reply #7 on: April 26, 2014, 06:35:42 AM »
John---where's that Airstream of yours?  E-mail them a picture of you, your butt-set and the Airstream and caption it with what Larry said "I'll be right there!"

 :011: :011: :011:
ESI Certified Technician since 2003
www.greenlightconnection.com

Online MacGyver

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  • Location: Dallas, Texas
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Re: Oh come on now, be logical
« Reply #8 on: April 26, 2014, 09:36:35 PM »
Tell them you're sending your top tech, and he'll be on the next smoking out of Florida.  Then send Mark.  Heck it's PA.  How far away from them can he be? :011:
-I'm only here because my flux capacitor is broken.