blackstar
join:2005-12-05
Andover, MA
| what a difference a year makes....
Oh that's nothing. He only had 3 months. I had almost a YEAR of billing issues (11 months, 2 weeks) with only 2 of their services (TV and Internet).
And every month I would have to go through the same song and dance trying to explain to the (next) customer service rep my situation from the beginning only to have the following happen:
We cant find your account.
It's a known issue.
I'll forward this to my manager.
I'll call you right back.
That service rep no longer works here.
That should not happen.
Your account looks fine to me.
Let me ask someone please hold.
I'll forward this to the regional manager.
What is your account again?
It's a technical issue.
It's a software issue.
It's a hardweare issue.
It's a billing issue.
It's a collections issue.
Please hold.
I can't seem to find your account, what's your telephone number?
Etc, etc, etc.
And every time I would be talking (or on hold) for 1-4 hours only to be right back where I started with an unresolved issue and they would credit me the charge. 11 months this went on.... 11... months. And in all that time, the technical aspect of the service has been flawless. Too bad the human/billing/database aspect is not so well designed and implemented.
A big part of the problem is that ALL of Verizon's database systems regarding customer information all are based on a very old cellular phone system, so all information is tied to a phone number, and not all of the new systems talk to or keep the same information or are even compatible. And upgrading them is either not a priority, would be very expensive and time consuming, or both.
So until Verizon can get it's support up to the level of service the TV internet and phone are, they will have only gotten half the job done.
- Blackstar |
dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| said by blackstar  :And every time I would be talking (or on hold) for 1-4 hours only to be right back where I started with an unresolved issue and they would credit me the charge. Sounds like my ordeal with qwest DSL, only they never kicked anything back to me.
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You can never be too rich, too thin or have too much Bandwidth |
