Is Verizon Playing FIOS Games?

The Consumerist has the inside scoop here. The ‘memo’ came via fax from someone who purports to be on the inside at a Verizon contact center. Sadly that person maybe looking for work shortly as logs are kept of all communications at VZ facilities. But if what is being offered his is even half true then the mess in both billing, operation, and marketing is more than we have alludded to here, and here.

Apologize for the quality of the doc but the original was murky.

The key point it appears is that offers are sometimes bogus from the start because the marketing is off on the timing. Other cases the VZ agents are uninformed of the current PROPER offers. Misapplying one offer invalidates another that the customer may rightly or wrongly be qualified for. Another words meltdown.

Some of the issues are simply people not talking. That was my experience in that company. Marketing was successful if they met their target audience numbers, be damn if the CSR’s were alerted in time. The problem I suspect relates to Billing. The ‘Bobs’ in the company were not into gathering requirements. Not only that they essentially just wrapped the potholes that are NOCV with components of COFEE. Worse yet the programming staff would, rather than go thru bug testing push that off to UAT to correct [not their job by the way]. Then they would just consider the project ‘complete’.

Shayagan, Fari, you listening? That’s your tarbaby that is getting ready to explode. I wonder if some hot shot NJ AG might want a notch on his belt.