Typical
US Corporate Crap
...
Similar to Government in it's
infinite stupidity, US Corporations
become more disconnected and
alienate a larger part of their
client base every passing day due
to stupid out of touch policies and
lame attempts at increasing profits
on the consumers back.
Take for
example our recent dealings with
a telephone company regarding a
recent DSL Service outage in
their Government assigned area
provided by the 1996
Telecommunications Act regarding
the breakup of ATT and equal
access which in reality took one
monopoly and created several
smaller monopolies.
The facts are
as such - we have a client of our
own in the aforementioned Telco's
area in which they have the ever
so common monopoly as due the
rest of the Telco's in their
Government issued territories -
whom was having a DSL
outage.
Under normal
protocol after checking the
customers equipment and line we
submit a trouble ticket to the
Telco advising them of the
probability that the problem is
on their end.
Here is copy
of the exact ticket we
submitted:
Customer does
not have connectivity. Did line
test which failed giving error
which is in line test history and
the following Additional
Information : Cannot find PVC on
Lucent switch - Dispatches and
Charges NOT
AUTHORIZED
In the above
submitted ticket it translates
to
"Cannot find
PVC on Lucent
switch"
= trouble is 99.9999% probability
Telco and
Dispatches
and Charges NOT
AUTHORIZED
= Client is
not paying to send someone out to
see what is wrong.
The response
we got:
Per XXXXX
policy, we must have
authorization for dispatch and
possible charges before opening a
ticket with the phone company
(dispatch may not be necessary).
Please indicate how you would
like to
proceed.
and our
response to them:
Hello :-)
thank you for your quick
response. It appears that since
further customer complaints have
not been received on this account
and that the customer is in fact
authenticating, this ticket
should be considered resolved and
closed. However, it is my opinion
XXXXX's policy regarding dispatch
is in great error due to the fact
that the probability that there
is a non billable telco problem
is at about 98% - Therefore XXXXX
via this policy is obviously and
erroneously taking the side of
the Telco when in fact it should
be taking the side of the
customer.
The bottom
line is that the proper way to
handle outages is for the telco
to first find out whom/why there
is an outage, restore service,
and then worry about whom is
going to pay for it rather then
ASS-U-ME that it will be on the
customers end in the 2%
probability range. If this policy
were publicly known to Telco
customers it would certainly
result in a loss of
customers.
In many cases
it is attitudes like this that
the customer dumped the Telco to
begin with.
Now take the
fact the line test says:
Additional Information : Cannot
find PVC on Lucent switch -
this means it is
99.99999% probability the fault
is on Telco's end and XXXXX wants
to say they will not submit a
trouble
ticket?
Think about
it ..... it certainly seems like
the WRONG answer to me
:-)
Obviously
this is why we are doing so well
against the big Telco's in the
Telecomm world because we DO
NOT treat our clients like this,
investigating the possibilities
on our end before we start to
look on the client side, and
offering great pricing with
service.
Joseph
Anderson - CEO AECNU
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