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elbm
join:2000-08-03
Reisterstown, MD
 ·Verizon FIOS
| Not going to spend the money
This spring I was at a symposium that Verizon put on for it's field forces where an upper level Verizon exec spoke. In a nut shell he said that regardless of customer satisfaction Verizon looses just as many customers to cable/voip/others in areas where customers satisfaction levels are high as where the levels are low. And to this he said VZ was not going to invest any more than a minimum in copper maintenance from here on out because VZ will not reap any benefit from those monies spent.
This is not a huge change in the mind set of the past few years. Verizon for years has only been interested in clearing repair tickets from the system versus actually repairing anything. Cable maintenance is a joke, no maintenance is being done. Techs are only swapping/cutting away/wiring around/ect as opposed to fixing the issues in the cable. This is because all VZ is interested in is jobs per day no matter how they get done. Which has lead to the chronic deterioration of the copper plant. Like it or not copper is going to be around for a long time, fios or no fios, and copper customers pay their bills too. It is about time the PSC pays attention to what is going on. The average repair time have been steadily increasing-- some customers are waiting weeks to get their phones repaired. Verizon's answer to this is to have automated test systems delete repair orders as soon as the line "looks" normal to the computer with out a tech visit out verify. Many troubles are "swinging" trouble that come and go, others are "wet" troubles that dry up and other are not able to be seen by the auto test systems.
Verizon says that "OH, it is only a couple hundred complaints compared to our millions of lines...." That is true, but most people are not aware of the PSC nor are they aware they can complain. I would imagine after the report in the Sun the PSC should see a large spike in reports about Verizon. | |
Whome
join:2005-10-10
Newbury Park, CA | Just in case someone is thinking that the post is from a union person trying to score points. They are correct, I was also at that meeting and I am not "Craft" (Union). | |
TScheisskopf
World News Trust
join:2005-02-13
Belvidere, NJ
 ·Sprint Broadband D..
1 edit | said by Whome  :Just in case someone is thinking that the post is from a union person trying to score points. They are correct, I was also at that meeting and I am not "Craft" (Union). If he is just looking to score points, then why is The State of Maryland grilling VZ? Could it be that they have a mountain of complaints from VZ customers, one that just grows with no sign of abatement? Could it be that these problems have started to negatively affect vital services?
I know that VZ's lack of interest in meeting agreements on upgrades and SLA's are an issue up here with the county emergency center. It's causing real problems, too.
Could it be that VZ has gone a bridge too far in its machinations to extract profits and pump up stock prices.
Could it be that you were at the same meeting, representing management who is making these decisions?
On edit: Why are the insights and expert opinions of the people who work with the infrastructure, every day, and intimately know the cause of the problems worthy of being discounted, because they are union workers? Would a random wino, from the street, have more credibility in your humble estimation? | |
bostonkarl1
join:2003-07-09
Arlington, VA
| reply to elbm
"Verizon's answer to this is to have automated test systems delete repair orders as soon as the line "looks" normal to the computer with out a tech visit out verify."
I had this exact problem happen here in northern VA. Phone and DSL would go in and out of service. I was pretty sure that it was due to a squirel's nest on the pole. I knew for sure that it wasn't an interior problem and could be verified at the NID.
But, so while I took a day off of work, Verizon decided to cancel the tech without telling me. Oh, in case you didn't know, Verizon is really cute by not giving a 4 hour window. You get the day they're coming and that's it. I was on the phone that evening explaining to a Tier II that I was royally annoyed that the service guy didn't show up and why the heck, when I called earlier in the day to verify that dispatch was indeed sending someone out, wasn't I told that the ticket was cancelled? She suggested that I submit another ticket and start over. I asked her how, by doing this, I wouldn't have the same thing happen again. She was stumped by this. On to Tier III.
So the infrastructure historically payed for by the taxpayer is being neglected. I have fled to cable internet, voip, and cell phone. | |
Ted
@rr.com
 from:
jeffhambone
| reply to TScheisskopf
said by TScheisskopf :said by Whome :Just in case someone is thinking that the post is from a union person trying to score points. They are correct, I was also at that meeting and I am not "Craft" (Union). If he is just looking to score points, then why is The State of Maryland grilling VZ? Could it be that they have a mountain of complaints from VZ customers, one that just grows with no sign of abatement? Could it be that these problems have started to negatively affect vital services? I know that VZ's lack of interest in meeting agreements on upgrades and SLA's are an issue up here with the county emergency center. It's causing real problems, too. Could it be that VZ has gone a bridge too far in its machinations to extract profits and pump up stock prices. Could it be that you were at the same meeting, representing management who is making these decisions? On edit: Why are the insights and expert opinions of the people who work with the infrastructure, every day, and intimately know the cause of the problems worthy of being discounted, because they are union workers? Would a random wino, from the street, have more credibility in your humble estimation? 
What I believe the person to whom you replied was trying to say:
Just in case you think that the person making the above post is simply a CWA shill: I can confirm that what he stated is correct, as I was also present at the meeting.
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Granted, the usage by that poster was incorrect, there is a reason people have critical reading skills. Perhaps you should sharpen yours? | |
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