I won't take that kind of reseller business anymore. If someone wants a referral spiff or commission or residuals or whatever, OK, but we need to have a direct relationship with the end customer.
I think we need the contract with these resellers to state they get billed service calls for wild goose chases. Your case is pretty bizarre, but I've done dispatches to find customer has no power, customer has switched to another provider, customer is remodeling and all equipment has been disconnected. Reseller doesn't try to contact customer first, they call the wholesale ISP and let them do the legwork they should be doing. This should not be free. Charge 'em $100 for every wasted truck roll. Also when they call at 2am to open a ticket but can't answer any questions about the end customer or conditions at the site or who can meet us at the site (all they know is their monitoring system is showing a ping failure), we can ask do you want us to do a dispatch? If there's no problem found with our equipment, there will be a $100 charge, or since it's 2am on a weekend, that'll be $300. Your call, but we're not doing a truck roll unless you authorize the charge. -----Original Message----- From: AF <af-boun...@af.afmug.com> On Behalf Of Nate Burke Sent: Friday, September 18, 2020 10:57 AM To: Animal Farm <af@af.afmug.com> Subject: [AFMUG] OT: <Sigh> Resellers Just had a call from a reseller to reinstall an old circuit at a urgent care clinic. Actually a circuit from a company we acquired, and had been down since before we took over. Reseller would not give any local contact info, just 'tell the nurses you're there to install the internet' Got to the Location, and the building is completely vacant, and up for lease. Found a phone number on Google for the former clinic, and it forwarded to another state, who said that all the locations in our state were closed. Relayed this back to the reseller, who replied with 'We need to figure out the next steps for this install' Ummmmm, there's no business there, I'm not sure what you're expecting to happen. I'm not going up on the roof without permission from the landlord. My Guess is that $reseller is still charging $client for the circuit to a closed location, and now $reseller is trying to get an actual circuit to show that they've been paying it all this time. -- AF mailing list AF@af.afmug.com http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list AF@af.afmug.com http://af.afmug.com/mailman/listinfo/af_af.afmug.com
