So I have been keeping you moderately informed about my cube neighbor, who is enduring a similar type of debacle with FIOS . I described it briefly in my first post, and a bit more in detail here. He is still waiting on them to issue the credits that he has been promised numerous times. Remember the lady who claimed she would come into the office on Sunday to email him? Yeah, right, that certainly didn't happen.
He told me that he spent 4 hours on the phone with Verizon this morning, and was bounced around more times than he can remember - it's a billing problem, how many different departments need to be involved to handle that? In typical fashion, nothing was resolved and the "resolution" is that he will be contacted by a supervisor. Hopefully that will work out for him.
He has already threatened to cancel his services, but they retaliate with the promise of a hefty early termination fee. So what is the guy supposed to do? Continue to spend hours at a time trying to resolve this? Give up on the credits he has been promised, but not provided? Cancel his service and incur a penalty? It's a pretty shitty place to be.
I don't even know enough of the story to know if his problem is legitimate or not, but I do know that customer service representatives should be able to handle these issues. This is pretty basic stuff.
I don't know if they track "first call resolution" stats at their call centers, but if they do, they are probably close to zero. Unless a disconnect or a "promised call back" qualifies as resolution. Since I am in "wait and see" mode with my issue, I figured I'd give his issue some airtime, too.
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