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Godfather
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ANYTHING can be shipped or done with an account or equipment; credited/refunded/processed/expedited/overnighted/etc. The only question when it comes up is is your account worth what it will cost? Most people assume because they spend $112.95 between equipment and programming each month that Charlie should come down from amon high and personally give them everything they demand. All of the above things CAN be done, but odds are if you think your account is that one special exception across 12.8 million customers that deserves it, you're wrong.

CSRs can't ship anything that their application tells them they can't, it's that simple. Can it be done? Yes, but that would require the call center to contact another department to do it, and then explain to that department why it's justified (and no, when I say the call center I'm talking about forwarding it to call center management, and call center management contacting management of another departmnet, not a CSR sending out an e-mail - that means at this point, you're beyond the CSR, beyond the CSRs boss, beyond the CSRs boss' boss.) And unlike the call center, "that" department, isn't concerned with a customer disconnecting over something petty. Especially when there are accounts that do far more than $112 a month. Besides, most customers threatening to quit or file suit are usually planning on it anyways, they're just looking for one more reason.
 

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Godfather
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256 Posts
The response was to Robert's call to complaint, but nonetheless...
 
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