dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
14
share rss forum feed

fishacura

join:2008-01-25
Phoenixville, PA
reply to fishacura

Re: Service Experience - Returning STB

Well there is the little issue of keeping me on the phone for 40 mins lol. Agreed billing cycled had a little to do with it but it's clear this is not an easy process for many people. They get a box back on 1/7 they should be able to tell the customer by 1/10-1/15 "yup...you're good". It shouldn't take until 3/6.
--
People who don't get good service on average tell 10 others while people who do get good service on average tell 1.


PJL

join:2008-07-24
Long Beach, CA
kudos:2

said by fishacura:

Well there is the little issue of keeping me on the phone for 40 mins lol. Agreed billing cycled had a little to do with it but it's clear this is not an easy process for many people. They get a box back on 1/7 they should be able to tell the customer by 1/10-1/15 "yup...you're good". It shouldn't take until 3/6.

I'm not disagreeing with you, but the you didn't get the "yup...you're good" until you got the latest bill. Someone might have been able to tell you that ahead of the bill, or at least they should have been able to tell you.

fishacura

join:2008-01-25
Phoenixville, PA

That's my point PJL...until my latest bill they could not confirm anything for me nor did certain portions of my online account show the box as returned. But we are in agreement that they SHOULD have been able to do so well ahead of 60 days of receipt of the box.
--
People who don't get good service on average tell 10 others while people who do get good service on average tell 1.


PJL

join:2008-07-24
Long Beach, CA
kudos:2

said by fishacura:

That's my point PJL...until my latest bill they could not confirm anything for me nor did certain portions of my online account show the box as returned. But we are in agreement that they SHOULD have been able to do so well ahead of 60 days of receipt of the box.

Well it seems Verzon's e-commerce computer systems are smarter than it's employees! The systems just don't provide status to the humans.

fishacura

join:2008-01-25
Phoenixville, PA

I think that's been an ongoing problem for them....internal systems/people really don't communicate well with one another. I remember going to one-bill being extraordinarily painful and one rep. telling me "wireless is completely separate and we don't know what each other is doing most of the time". Funny.
--
People who don't get good service on average tell 10 others while people who do get good service on average tell 1.