Service costs money folks

A while ago a competitor had a major outage and all their customers in Kitsap were offline. One customer called and was hoping we could get her back online the same day on our service. We did that. But we told her, “hey you mentioned you have been having troubles, if you still have trouble we will have to come out and check the wiring”. Four days later, she called reporting trouble. We went out and did a service call, got her all setup and happy.

That was 7 weeks ago. No problems since.

Mid-month we process credit cards and the customer called. She was upset that we charged her multiple times. I explained we had the charge for the first 1/2 month of service, the service call, and then the service for this month.

She upset that we charged $75 to do the following:

• Drive for 1 hour

• Work in her home for 1.5 hours

• Setup new wireless networking equipment, connect her TVs and equipment to new WiFi signal

• Repair the network wiring in her home.

We don’t make much money per month delivering service to folks. Our take home profit is measured in dollars per month (count with fingers max). We cannot perform $300 worth of service for $0. It would take us two years to recover that investment. We are going to charge you to work in/on your home. Please expect to pay for our time; we are skilled professionals with specialized expensive test equipment and years of experience. One does not expect Comcast or CenturyLink to show up for free. Most of the monthly invoice goes to KPUD for maintenance whether they show up or not.