Quote Originally Posted by VOIPoTim View Post
I know where you're coming from. The problem is...we've tried the "unofficial" setup for a while now not offering any support.

Users just completely ignore it though.

What happens though is that even when we say that the users just go post on public forums over and over with the same issues which in turn makes us look bad.

They also have a lot of random issues that they just insist have to be on our end and come to support with "I know it's configured right, but it's not working so even though you won't help me configure it, you need to fix the core problems on your end".

Granted that's not everybody, but like I said right now about 50% of our support load is from BYOD users (even though they're a very small portion of our customer base) now that the Grandstream saga is over with.

If we don't attempt to fix their issues, they start posting everywhere. Mainstream customers have no idea what BYOD even is so they just see bad experiences and think the whole service is bad even if we clarify.

Of all the people posting negative experiences, quite a few have used BYOD at some point and time.

There are pros and cons to it, but it really comes down to a case of a few people causing it to be so much of a hassle that it's just better to simplify.
You pretty well summed up the entire issue.

Sure, you may lose a few customers, but your support costs will diminish and you hit on the most important aspect of this....that is the negative posting about problems that are caused by complex user configurations.

I'm sure everyone won't agree with your plan, but if I remember, this was the plan from the beginning, and for me translated to having a more reliable service for everyone.
Just my opinion..