System Help and Support Case Study

"No such thing as a silly fault..."

I feel the need to write in just as a token of my gratitude to 5G for their treatment and consistent value of me as a customer.

Last year, after deciding that my current telephone system was no longer working for my company, I decided to upgrade. Having been advised by 5G that IP enabled telephony would ultimately prove to be most profitable for my business, I settled on a state of the art LG IPECS system, feeling that it held the necessary tools and features to suit the needs of my business.

Everything was working great with the new system and the extra features that the IPECS offered were really a benefit to my company. It was only when daylight savings time came that I found a small problem with my system...

...I couldn't figure out how to change the time forward!

It didn't make much difference to me initially, I mean my staff have computers and their own phones, surely they can tell what time it is...

It took me a day or so to notice the real damage that this seemingly innocent fault was having on my business when, on arrival of our opening time, I noticed that we weren't receiving any calls. It suddenly dawned on me that the telephone system was still redirecting calls to the out of hours support system and we were losing a large number of calls in the morning, and with the lack of the out of hours system, missing an hour's worth of calls in the evening.

I started to panic, before remembering what the 5G engineer, Ricky had told me when he installed the system: "If you have any problems, just give us a call". I called 5G right away and within minutes I was talking to one of the engineers, a real person who was more than happy to help me with my predicament! It turns out that mine was not such an uncommon problem.

It was all as easy as the engineer dialling into my system, remotely and changing the settings of my telephone system. After that, everything returned to normal and I once again started to receive calls just as I had always done before. I felt so silly for bothering the 5G team with such a trivial matter as changing the time on my system, but the engineer was very understanding and assured me that there is no such thing as a silly fault when it comes to business communications.

Thanks again.

Timothy Drayton

JTP Supplies