My suspicion, based on past experience working large helpdesks, is that Mpls WiFi support calls and emails are being routed directly to a specialized Mpls WiFi helpdesk group, that may be overworked and/or understaffed at the moment, so their response time is slipping. Online chat is usually designed to have a response within a minute, so it is getting picked up by any available helpdesk staff that is on duty. If your issue is something that general helpdesk staff can resolve or point you in the right direction, online chat will give you the fastest result. You may even get lucky and initiate an online chat at the moment when one of their Mpls WiFi geeks is on duty, so you may get your issue resolved quickly that way. But once your request in placed into the WiFi ticket bucket, the staff in that group being overworked may explain the poor response you are getting. One thing I do know about USI, and most other companies, is that while poor support response does happen from time to time, the companies do respond very quickly if your report a poor experience. If you call the helpdesk, choose the "other" option, and ask to speak with a manager on duty, then politely explain your experience to them, they will usually bend over backward to help you. Of course you shouldn't abuse this and do it for every call, but if you've had a couple bad experiences, I'm sure they would actually be very happy to hear about. No company wants their customers to have that kind of experience, and they will go out of their way to help you if you point out a problem in their previous responses. Curtis On Thu, Jun 18, 2009 at 9:20 AM, Sunny <sloncho at gmail.com> wrote: > On Wed, Jun 17, 2009 at 6:01 PM, Steve T<progressivepenguin at gmail.com> > wrote: > > Does anyone else have USI Wireless broadband? If so, what has been > > your experience with their tech support / customer service? > > > > I haven't looked very far into this company, so what I'm left > > wondering is: growing pains or just crappy service altogether? > > > > I haven't used their WiFi service, but we are their customer (CoLo and > ISP) for more than 7 years now, and I would say that their support was > more than good during the years. I can say, that lately I really see > some problems with handling a customer support requests over a phone > (long wait), or email (few days to answer). But they have an online > chat support, where usually the waiting is less than 5 min, and they > are quick to resolve the problem. So, I don't know if they are > allocating more resources to the chat support, thus neglecting email > and phone, or the chat feature is just less used, and that's why is > quicker. But yes - there is a problem, and they should find a way to > resolve it quicker, before they start to lose customers. > > Cheers > > -- > Svetoslav Milenov (Sunny) > > Even the most advanced equipment in the hands of the ignorant is just > a pile of scrap. > > _______________________________________________ > TCLUG Mailing List - Minneapolis/St. Paul, Minnesota > tclug-list at mn-linux.org > http://mailman.mn-linux.org/mailman/listinfo/tclug-list > -------------- next part -------------- An HTML attachment was scrubbed... URL: http://mailman.mn-linux.org/pipermail/tclug-list/attachments/20090618/91aa1a67/attachment.htm