DolganPremium
join:2005-10-01
Sun Prairie, WI Reviews:
 ·Charter
1 edit | reply to jmn1207
Re: Damage Control quote:
Damage Control
It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services.
They would not have to resort to these damage control techniques if they weren't so shortsighted and greedy. And it's not only the company, but also the impatient public with an investment to look after.
These statements hit the nail right on the head. As a Verizon POTS Tech{call center} we deal with this every day. The Executives have decided that instead of fixing the underlying causes of line loss and customer dissatisfaction, they will just offer $25 credits to appease their anger over multiple repair issues, missed repair commitments, and delayed service orders. The Central Region{TX, IL, MI, IN, OH, and WI} has had 2 Tech buyouts in the last 8 weeks in order to reduce staffing/costs--this shows they have no intentions of doing what is necessary to maintain/repair a decaying network. The rural areas are being the hardest hit--pretty sad when there is only 1 tech in an area with 65 cases of trouble to work on. With a 5 job a day load that is 13 days to catch up on the current tickets, and who knows how many more jobs have come in.
The Tech shortage is also reflected when they turn off 4 hr appointment windows and the customer is forced to wait all day for jack repair, only to have it missed{pushed out} due to heavy loads of customers that are out of service. Furthermore, the policy of calling customers to make them aware that we are running behind/will miss their appointment is being ignored due to lack of staff to handle the call loads on inbound calls, let alone make outbound calls. The final truth is that CEO's like Ivan Seidenberg are more concerned about the bonuses that they are making and keeping the stock prices artificially high for institutional investors/day traders--instead of taking care of their bread and butter, the customer.
PS: If you want to get priority service from Verizon just threaten to disconnect, it is the only way you will get the service which we should be delivering all the time. |
