Pardon the acronym but did you ever have one of those days?
I’m not one to pass the buck when it comes to a problem, especially if I or any of my Team have failed in any way to cover all the bases but this week was one of those times when my Frustration Meter went totally off the scale through no fault of our own!
Let me start by paraphrasing Mark Twain to let you know that “the reports of the demise 
of Lunch Wired have been greatly exaggerated”. We are alive and well and can still be reached at 303-835-7988 (or by email or online or on our Catering Hotline at 720-633-9058).
The story starts a couple of months ago with a decision to upgrade our phone system to give our clients and partners easier access to our growing team of support staff.
After a careful review of our requirements and what was available to replace our old and under powered phone system, a decision was made to move to a new phone phone system provider. Many hours were spent speaking to both our original service provider (who we continue to do business with for internet access) and our new service provider to lay out exactly what steps needed to be taken to insure continuous service. Many additional hours were spent designing the new system menu, recording system messages and training our staff.
When we were finally sure that we had everything buttoned down and had figured out the timing so that the transfer of our primary and long advertised phone number would be as seamless as possible, we set up the new system to run in parallel with the old system and pulled the trigger.
Just as planned, on the appointed day, at the appointed time, we got an emails from our old provider confirming the the transfer and from our new provider that 303-835-7988 had been successfully moved. Sure enough, our new system starts lighting up and we got lots of compliments on how it works.
Everything’s great right?…Well, not so fast.
After a couple of weeks our Catering Concierge started getting occasional calls on our dedicated Catering Hotline from a very limited number of Wired Fans who were getting “out of service” messages when they called our 303 number. Whisky, Tango Foxtrot!
Back on the phone with our new carrier’s Tech Support. More hours speaking to more people with limited experience and somewhat less concern (you’ve all been there I’m sure) only to hear, “our system says everything is working correctly, must have dialed a wrong number“.
So anyway, this past week we get a couple more of these calls, my Frustration Meter finally hit the red line and my normal calm reaches it’s limit.
Back on the phone with Tech Support. “There’s no way this is just a coincidence. We’re getting lots of calls. Why are these people getting an “out of service” message?” I ask the young lady.
This time I’m luckier. I find myself speaking to somebody who can think beyond the prompts on her screen and she asks me for the inbound callers’ numbers. After more time on hold, she comes back to me to report that the inbound numbers are from subscribers to our old service provider….Ghost in the machine?? Light Bulb! She gives me a case number, bumps my issue to “Tier 2” whatever that is, tells me to keep track of any more instances and suggests I open a ticket with our old carrier.
Wasting no time, I place the call to our old carrier and start to rant. I’m given another case number, bumped to the next level of support and promised a call back “in the next 4 hours”. Only 4 hours! Talk about emergency service! “Impressive, Obi Wan has taught you well”.
The clock ticks away and I finally get a call back from a tech at the old service provider. “Looks like our “off system” database still had a reference to your number. I’ve ordered a purge of our records. Let us know if it happens again.” No admissions, no apologies. That was Wednesday.
So far we haven’t had any more reports so our fingers are crossed that the problem has been resolved but if anyone runs into an issue, please call our Catering Hotline at 720-633-9058 or email us at info@lunchwired.com and let us know.
We’d also like to thank our loyal Wired Fans who went out of their way to find a way to reach out to us and let us know this was going on and to apologize to those of you who experienced any difficulty as a result of this problem
Jordan Drori
Chief of Full Bellies
Lunch Wired
Lunch Wired 