DolganPremium
join:2005-10-01
Sun Prairie, WI Reviews:
 ·Charter
| reply to tschmidt
Re: NE sale excluded quote:
I think it is way too early to measure the effect of FIOS. We are early in the rollout stage and Verizon is really just getting its act together bringing FIOS TV to market. Something often lost in the fiber vs copper debate is that operating expenses (Opex) for fiber is much lower then copper. As Verizon moves away from copper there will be substantial savings in maintenance expense.
Spoken like a true Verizon Manager/Executive who is toeing the company line. The leadership of our company has failed to live up to its Corporate Resposibilty to its customers. They are more concerned about the shareholders and maintaining their obscene bonuses/stock options. They continue to cut Employees, fail to maintian existing OSP, refuse to fix constantly bugged software we use everyday, and still will not get the IVRU fixed after 3 years of constant employee/customer complaints. What? You don't believe me? Here are some examples.
1] In order to meet 2nd qtr "budget requirements" they had 2 tech buyouts in less than 8 weeks. This is heading into the summer which is the busiest time of year{due to storms/service moves}. This lack of workforce has caused severe delays in repair times and service order completions. We still have repair tickets/service orders sitting in queues that were due in June and we now at the end of July. Wonder how many of these customers are "Net Promoters" of Verizon?
2] The 2 main systems we use in the EVRCs are CAD and Storc. Both systems have severe slowdowns/lockups almost every shift. Storc has had a known memory leak for over 2 years that IT can not/refuses to fix. CAD databases are not large enough, so anytime they get large amounts of tickets it will slowdown. Furthermore, CAD is also used by the FSCs and will not always properly identify the difference between FIOS and Copper accounts--causing customers to be continuosly misrouted to the wrong support center.
3] The IVRU has been, and still remains a worthless piece of sh!t that misdirects customers, locks them in 20+ minute loops, and is a constant source of customer/employee complaints. The latest flavor of finger pointing is that "it is the customer's fault they were misdirected/locked in a loop". Nothing like blaming your customers for the poor system that was implemented by Verizon.
4] Verizon does not develop their employees, or engage in ongoing training. The previous carrier I worked for had 8 weeks classrom training and 4 weeks of taking calls in a sheltered environment before hitting the floor. There was also monthly training, and in slow times there would be further training/refresher courses on system usage and troubleshooting. Verizon has 1 week of classroom training, 1 week sheltered and then you hit the floor. There is no way that is sufficeint training for someone off the street with no Telco experience. There is no continuing training at Verizon as they would rather give out "surplus time"{non-paid time off} during slow periods.
5] Instead of fixing chronic issues Verizon choses to simply credit customer accounts in hope that they will be appeased and stay with us. Whoop-De-Do a whopping $25 LEC credit sure would keep me loyal when I am calling in 15+ times a year and my service goes out when a squirrel pisses on a broken Pedestal. They have supposedly implemented a "Code Rescue Program" that is supposed to resolve chronic issues at any cost and any time of day. However, they failed to notify the DRCs/NDCs who refuse to dispatch the techs necessary to implement this successfully.
You need to stop believing the Corporate spin that Verizon spews forth and look at what is actually occurring. |
