I completely agree. If the customer did something stupid and damaged it, then they should pay for it. Otherwise, just fix it and be done with it... you aren't really doing it for free... the price of the service should have the cost of that kind of thing built in. I suppose it's a bit different if you're one of those companies that makes the customer buy the CPE, but that just seems like an all around bad idea to me, because even if you ignore repairs, you're still going to have to deal with upgrades at some point, and the customer's aren't going to want to pay to replace something that's working perfectly fine from their point of view.
On Mon, Jun 22, 2020 at 1:09 PM Adam Moffett <dmmoff...@gmail.com> wrote: > Here's an argument I made against charging for repairs: > > If our default position is to bill for repairs, then we have no incentive > to do better work because we can get paid again every time we fix it. We > might even have a perverse incentive to do worse work. > > > -- > > Maybe lightning isn't our fault, but it's certainly not the customer's > fault either. And as Dave Milholen points out, you can mitigate the > impact. YOU can. If anything the customer has less control over that than > you did. > > It might be the customer's fault if they hit Cat5 with a weed trimmer (and > that's one I would bill for), but you could also install a U-channel or > short piece of conduit to protect the cable where it's vulnerable to that. > > It might be the customer's fault if their dog eats the wire, but why is > the wire where the dog can get to it? If really it has to be there, add a > wiremold. Even when billing for that repair, I'd file away that knowledge > and apply it preemptively next time. If we're charging for all of these > things, then there's no reason for us to do it better. > > </beatDeadHorse> > > > On 6/22/2020 1:52 PM, Ken Hohhof wrote: > > Note that power companies will actually cover damage to appliances if they > have a power surge. Not sure how bad the surge has to be. But I remember > one time there was a cross from primary to secondary wires on the poles and > it blew out a bunch of TVs, washing machines, well pumps, etc. The power > company paid claims. > > > > *From:* AF <af-boun...@af.afmug.com> <af-boun...@af.afmug.com> *On Behalf > Of *dave > *Sent:* Monday, June 22, 2020 11:08 AM > *To:* af@af.afmug.com > *Subject:* Re: [AFMUG] Lightning/Grid Damage to Gear > > > > We bill for acts of God but we also see what it takes to prevent such > again. From our side we will add an indoor inline sure suppressor. > 9x out of 10 that is the resolve. > If it continues to be an issue we do what we can to relocate subscriber > unit to get away from the A lightning zones on a building and get as close > to the B Zones. > Where A is a direct for potential discharge and B is more nominal. > > This with a little surge suppression goes a long ways in this business. > > > On 6/22/20 10:41 AM, Lewis Bergman wrote: > > We did it the same way as Jim when we were in that business. We built > enough into the price to provide the service. They expect it, it is easier > to just charge them for it and give them what they expect. > > > > On Mon, Jun 22, 2020 at 10:38 AM Jim Bouse [Brazos WiFi] < > j...@brazoswifi.com> wrote: > > We cover everything up to their router at no cost to the customer. Acts > of God are our responsibility. > > > > > > Jim Bouse > Owner - Brazos WiFi > 979-999-7000 > http://www.brazoswifi.com > > > > *From:* AF <af-boun...@af.afmug.com> *On Behalf Of *Darin Steffl > *Sent:* Monday, June 22, 2020 10:34 AM > *To:* AnimalFarm Microwave Users Group <af@af.afmug.com> > *Subject:* [AFMUG] Lightning/Grid Damage to Gear > > > > Hey guys, > > > > We typically perform free service calls when we find defective gear with > no signs of damage. > > > > When we see lightning damage with black ethernet connectors or other signs > of physical damage, we always bill labor and hardware and sometimes credit > back a portion of it but never all of it. > > > > Many customers think that their monthly bill should cover acts of God like > lightning and power surges but I don't believe that at all. If there's a > power surge, the power utility won't pay to replace your appliances and > electronics. Paying your Verizon bill doesn't get them to replace your > phone if it dies. > > > > Why do customers think we will come out and work for free and give them > free hardware? > > > > What do you guys do just so I know I'm not being crazy by billing for > damage that we didn't cause? > > > > -- > > Darin Steffl > > Minnesota WiFi > > www.mnwifi.com > > 507-634-WiFi > > <http://www.facebook.com/minnesotawifi> Like us on Facebook > <http://www.facebook.com/minnesotawifi> > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > > > > > -- > > Lewis Bergman > > 325-439-0533 Cell > > > > > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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