TK Junk Mail
Go ahead, make my day
Premium
join:2002-03-03
Margate City, NJ
clubs:
 ·Comcast
| reply to AmeritecTech
Re: Why billing is screwed up
said by AmeritecTech  :Billing for a new service is always going to have some kinks to work out. I see no pressing reason to write it off as "HURR OFFSHORING" without any evidence that this is the case. I'd agree, if Verizon billing problems were only FIOS related. But their billing problems across all their products is well known and has been for years.
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| "I'd agree, if Verizon billing problems were only FIOS related. But their billing problems across all their products is well known and has been for years."
Their support problems have been well known in the industry for years.
What makes anyone think they can get Fios support right
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs:
 ·LINGO
 ·Sprint Mobile Broa..
 ·surpasshosting
 ·Verizon FIOS
| said by hobgoblin :What makes anyone think they can get Fios support right I don't just think Verizon got FiOS support right, I know they did.
The VZ Direct forum is top-notch, and everyone I've dealt with at FSC was extremely knowledgeable and thoroughly helpful. I never once got the impression that Verizon was trying to deny a problem existed, or was unwilling to resolve it. |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| "I don't just think Verizon got FiOS support right, I know they did.
The VZ Direct forum is top-notch, and everyone I've dealt with at FSC was extremely knowledgeable and thoroughly helpful. I never once got the impression that Verizon was trying to deny a problem existed, or was unwilling to resolve it."
Brilliant...its very easy to support a handful of customers (oh and cheap). The problem happens when the customer base grows and support can't keep up. Watch, it will happen.
Hob
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs: | Predictions of gloom and doom don't change the present. In the here-and-now, FiOS support deserves kudos. |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
edit:
August 9th, @09:42AM
| said by JTRockville :Predictions of gloom and doom don't change the present. In the here-and-now, FiOS support deserves kudos. Other than their Billing eh? Oh and their DSL and POTS Support In Maryland.
What was it my Mom used to say. You can't make a silk purse out of a sows ear.
Hob |
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs:
·LINGO
·Sprint Mobile Broa..
·surpasshosting
·Verizon FIOS
| I wouldn't dump billing into the support bucket - I'd categorize billing as billing, so I'll stick by my claim that FiOS support is superb.
But of course, in my experience billing has been fine too. Has your experience been different than mine, hob? |
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AmeritecTech
Change we can believe in, 1922
Premium
join:2002-09-06
00000
| reply to hobgoblin
said by hobgoblin :said by JTRockville :Predictions of gloom and doom don't change the present. In the here-and-now, FiOS support deserves kudos. Other than their Billing eh? Oh and their DSL and POTS Support In Maryland. What was it my Mom used to say. You can't make a silk purse out of a sows ear. Hob You can't judge a book by its cover.
Past performance does not guarantee future results.
There's plenty of worthless platitudes to throw around.
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"Independent thinkers tend to ALWAYS have someone Not agreeing with them. It's The non-thinkers that ALWAYS come in legions."
-John Callari |
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs: | So true. And first-hand experience trumps all of 'em.
FiOS support rocks. |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| reply to JTRockville
said by JTRockville :I wouldn't dump billing into the support bucket - I'd categorize billing as billing, so I'll stick by my claim that FiOS support is superb. But of course, in my experience billing has been fine too. Has your experience been different than mine, hob? My experience with Verizon is limited to DSL Support, using the Direct Forum and the Phone system. While the techs in the Direct Forum were pleasant they actually had no clue what the issue was and kept trying to set up a house visit for a router in State College PA. The Billing support was pathetic when I tried to get some sort of credit for the issue. It took three calls to get 20 bucks.
As a support profesional if I was rolling out support for a brand new service it is very easy to look good in the early stages. The Initial take up of the service is normally highly skilled users that in most cases are not a supprt burden. Once marketing starts targetting the next level of the customer base is when the the issues start.
Of Course Billing is SUPPORT.
Hob
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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