Outstanding Customer Service
The complexity of the worldwide telephone (PTSN) and Internet networks means that service interruptions resulting from the failure of one or more of the components responsible for making the connection between any two parties is going to occur from time to time. No one can guarantee that this will not happen. What is important to know about your service provider is the response you will get when such a service interruption does occur.
At PINS, if you have a problem with any service we provide or support, then we have a problem, and we focus on fixing it as quickly and efficiently as possible. A call to PINS support at (212) 479-1700, or an e-mail to support@pins.net, will quickly get someone on the line who will begin to troubleshoot the issue and create a service ticket if necessary. You will neither have to wade through a long telephone tree, or be asked to spend your time talking to a staff person reading from a script who lacks the skills to deal with the problem. Instead, you will be speaking quickly with a tech or engineer who has the expertise to solve the problem.
It is also important to keep in mind that many of the services we provide to our clients connect through other network providers over whom we have no direct control. If you are making a call from New York to California, and your call passes through a connection in Illinois that fails, then the local telephone company in Illinois is responsible for dealing with the repair. Our role is limited to doing our best to get a quick response from that company.
The details of who is responsible, and what time limits and credits might apply to the various types of failure in service that can occur are described in more detail in our Service Level Agreement (SLA). As always, call or e-mail if you have any questions.
