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I just upgraded my T.V. package

I just upgraded my T.V. package

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Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 895
Registered: ‎12-01-2008
Message 11 of 17
(2,811 Views)
I already took care of this!
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Gold Contributor IV
Gold Contributor IV
Posts: 1,340
Registered: ‎10-13-2008
Message 12 of 17
(2,795 Views)
what took so long then lol
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Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 895
Registered: ‎12-01-2008
Message 13 of 17
(2,793 Views)
I was sleeping, duh!
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Silver Contributor III
Silver Contributor III
Posts: 497
Registered: ‎05-21-2009
Message 14 of 17
(2,785 Views)

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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Bob Robertson - Lighter Klepto - I steal lighters, not bandwith
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Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 895
Registered: ‎12-01-2008
Message 15 of 17
(2,782 Views)
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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Silver Contributor III
Silver Contributor III
Posts: 497
Registered: ‎05-21-2009
Message 16 of 17
(2,732 Views)
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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Bob Robertson - Lighter Klepto - I steal lighters, not bandwith
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Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 895
Registered: ‎12-01-2008
Message 17 of 17
(2,722 Views)
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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