priller
join:2000-10-20
Gainesville, VA
1 edit | reply to CallC
Re: CallCentric I'd like to elaborate and try to put focus on what transpired, from a customer expectations point of view. My hope is that CC will consider the feedback as a way to further improve customer service.
1) Your website lists CITY_A as a offered rate center. I placed the order accordingly.
2) I was not provided a number in "real time".
3) When I did receive an email with the new DID number, there was no mention that it was not for CITY_A. I did a look up and discovered that it was for CITY_B, which is in the same LATA (local calling area) but for a town 25 miles away.
4) I opened a support ticket and was given this response.
"We've ordered a CITY_A number for you, and it should be supplied late tonight or tomorrow.
That said, we just wanted to mention that CITY_A and CITY_B have the exact same local calling area (which is I believe why the substitution was made)"
5) 7 hours later, a DID for the rate center I had ordered was assigned.
All support correspondence was professional and the "issue" was resolved to my satisfaction, 100%.
As I mentioned in my review, this is second time this has occurred. The first time, the DID I was assigned was from the same rate center as you were offering Dirt Cheap "over stock" DID's from .... but I was paying "full price". That did not sit well at all.
What are the expectations from a customer's point of view? If I specifically place an order for CITY_A, I expect ....
(a) a DID for CITY_A
or
(b) somebody to ask me if I want to substitute or wait for one to be ordered.
....Neither one happened, either time. I felt like CC had the attitude that 99% of the customers will never know the difference so screw it.
I'm still a CC customer, I still recommend CC, I believe CC is a good reliable operation, but this switching without customer notification is inappropriate. |
