Ok so after finding the receivers that i needed for today i get to my first AM job at 10:00 for a 2 box standard install.I proceed with job and just when iam getting ready to activate ,the customer walk up to me and asks"so how does on demand work?"i tell him that he order stated 2 std boxed(he was told that when i first walked in).So he says that's not what he ordered and that he's suppose to be getting an HD-DVR instead:nono: .So i tell him to call DTV and tel l'em to cancel the WO and create a new one ,and that i have an HD-DVR ,but no HD dishes and that i can install the dvr ,and the std box to get him started but have to come back either today or tomorrow with the dish.
So he gets on the phone ,and we get a new WO.He's being told that he has to pay $420and he's kind of pissed (borrows my phone to transfer funds,etc).While i am installing the hd-dvr (11:15 now)he's kind of pissed that he's getting charged $420 for the receiver,and that the csr wouldn't budge on the price.So i tell him to call back and try retention,since i haven't heard anyone getting charged this much for an hd-dvr new install(mind you i haven't called my dispatch to confirm the new WO).So the customer calls back and gets a hold of a supervisor(don't know if it was retention or not,forgot to ask him),and the sup agrees to credit the customer $200
.The customer is happy now,and while they're doing that i call my tracker and tell him about the new WO.He states that the new WO calls for an hd receiver and a std receiver,no hd-dvr.I hang up on my tracker(done all ready burned over 30 minutes so far).So i let the customer know about this ,he tells the supervisor ,and the latter sounds kind of pissed.So i ask him to verify the WO to me.He says that old job (which we know)was canceled and that the new job called for hd-dvr(he gave me the new activity number).He assures me that the WO is correct(flat out lie!!!!!!!)
So now i get a hold of my tracker and give him the new activity number,and the tracker says that that's the same job number for the hd- receiver,and that that's the only job number that's showing in the system:nono2: .So now it's just around 12:00,and i am loosing my patience.So the customer calls for the third time to change the work order.Gets a hold of a csr,and he's put on hold for 15 minutes.She apologizes and says that he has to pay $500 for the hd-dvr cause of credit issues blah blah blah.The customer is loosing it and so ami .Then the csr is having the customer look behind his computer for an ethernet port(last thing i heard you needed a router for VOD to hard line it)He's getting pissed and he's asking her why does he need to look behind his computer,even though we told her that he needed a router instead' .It's 1:00 o'clock now i am already late to my next am install,and i have 2 12-4 installs all HD.I connect customers cable back grab my receivers,and told the customer we'll come back when it's all figured out.And the best part.........I don't get paid for this screw up:nono:
So he gets on the phone ,and we get a new WO.He's being told that he has to pay $420and he's kind of pissed (borrows my phone to transfer funds,etc).While i am installing the hd-dvr (11:15 now)he's kind of pissed that he's getting charged $420 for the receiver,and that the csr wouldn't budge on the price.So i tell him to call back and try retention,since i haven't heard anyone getting charged this much for an hd-dvr new install(mind you i haven't called my dispatch to confirm the new WO).So the customer calls back and gets a hold of a supervisor(don't know if it was retention or not,forgot to ask him),and the sup agrees to credit the customer $200
.The customer is happy now,and while they're doing that i call my tracker and tell him about the new WO.He states that the new WO calls for an hd receiver and a std receiver,no hd-dvr.I hang up on my tracker(done all ready burned over 30 minutes so far).So i let the customer know about this ,he tells the supervisor ,and the latter sounds kind of pissed.So i ask him to verify the WO to me.He says that old job (which we know)was canceled and that the new job called for hd-dvr(he gave me the new activity number).He assures me that the WO is correct(flat out lie!!!!!!!)So now i get a hold of my tracker and give him the new activity number,and the tracker says that that's the same job number for the hd- receiver,and that that's the only job number that's showing in the system:nono2: .So now it's just around 12:00,and i am loosing my patience.So the customer calls for the third time to change the work order.Gets a hold of a csr,and he's put on hold for 15 minutes.She apologizes and says that he has to pay $500 for the hd-dvr cause of credit issues blah blah blah.The customer is loosing it and so ami .Then the csr is having the customer look behind his computer for an ethernet port(last thing i heard you needed a router for VOD to hard line it)He's getting pissed and he's asking her why does he need to look behind his computer,even though we told her that he needed a router instead' .It's 1:00 o'clock now i am already late to my next am install,and i have 2 12-4 installs all HD.I connect customers cable back grab my receivers,and told the customer we'll come back when it's all figured out.And the best part.........I don't get paid for this screw up:nono:
