Re: I just upgraded my T.V. package
CharlesH
Specialist - Level 1
I already took care of this!
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Re: I just upgraded my T.V. package
Techman28
Master - Level 1
what took so long then lol
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Re: I just upgraded my T.V. package
CharlesH
Specialist - Level 1
I was sleeping, duh!
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Re: I just upgraded my T.V. package
Bob_Robertson
Specialist - Level 1

This issue seems to be pretty common.... what exactly is the issue??

are the reps that place orders, just incompetent and are not placing these orders properly?

is it an issue with the database??

regardless of either, why are you the only 2 that seems to be able to resolve it in a timely manner??

if you guys were not here, what should the customer do, in order to have this resolved...

it doesn't seem like a technical support issue, yet it seems that tech support is the savior and/or dumping ground for this issue...

Should Billing/Orders be handling this, and they just do not know how... or should technical support be fielding these issues?

It would be nice to have a definitive answer as to which department is actually responsible for this..

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Re: I just upgraded my T.V. package
CharlesH
Specialist - Level 1
To be honest it is sorta both...it's an issue with the billing system not knowing to write the VOD packages on...it's a little system specific so I really can't post all the details...
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Re: I just upgraded my T.V. package
Bob_Robertson
Specialist - Level 1
So do you in Technical support have a databse that you can access and fix this issue... or do you contact another person/department to fix/re-write the order?
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Re: I just upgraded my T.V. package
CharlesH
Specialist - Level 1
Yeah, we contact the sales office and remove VOD then readd VOD from the customer's profile.  Depending on what happens we may need to contact our VOD helpdesk.  It all depends on the situation.
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