I have to wonder, with all these enterprise data warehouse initiatives, and business intelligence: WHO is really getting "smarter"? and with all these governance, compliance and accountability questions: WHY don't they disclose all the information they do have in their systems?
Verizon Wireless is taking me for a ride, to the tune of $400. They are charging me for January and Februrary usages (which bill through to March I was told) when I'm asking today, that they cut the services, and clearly - looking at the bills for the last two months, I made ZERO calls. Their business intelligence is lacking. I feel as though the "big-guy" is using their one-sided notes to claim money from me that is unjust and unfair.
Quite honestly, I asked for the phone to be cut in October - but the supervisor swore to me that she couldn't do anything. Why? because "she didn't see it in her notes". Of course she didn't see it in the notes, those notes of the call were taken by a verizon rep in October - who really didn't want to report the fact that a customer (me) wanted to cut services!
So, instead, she continued to use the phrase: "I know what you're going through, I empathize with you..." and on and on she drolled. Well, empathy doesn't help. The big corporation is taking me to the cleaners.
I would highly recommend to anyone out there to "beware" of the contracts you sign, as I have no legal recourse against Verizon at this point, and am stuck paying the bill. I would also recommend to all my readers: itemize your bills carefully, watch every charge.
I honestly thought that because I was "party" to the conversation, and because I was the "customer" that this could be worked out, but nope - they wouldn't budge. I wonder, just what do these big corporations do for their largest customers when someone from these accounts calls and says: "those charges last month, they were wrong, can you please remove them?"
One of the other pieces I can't stand here is the fact that I was party to the call, both tonight and in October. My notes differ (my version of the truth) from what their "representative" typed in to their computer. It's a one-sided story, and by the way, she flat told me there's nothing she can do for me because "the notes on the account did _not_ reflect my request to cancel service in October." Who's account is this anyway? Sounds to me like Verizon wants to believe they own this account no matter what.
Does Customer Service, Business Intelligence, and Compliance and Auditability ring true for these big corporations?
The problem is: their business intelligence told the rep NOTHING about my loyalty, to the rep NOTHING about how much money I've paid their company over the life of my account, told them NOTHING about how "good" I was in always paying my bills on-time... Or maybe it did, and she chose to ignore it and read me the riot-script anyway... At the end of the day, the little guy loses, and the big guy wins. What kind of world is this? I'm in this game to HELP people not hurt them, seems the other way around for Verizon.
Anybody else have a "bad BI experience" they want to share?
Posted February 12, 2009 7:00 PM
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