[Resolved] Worst Customer Service Ever!!

[psycon]

You really need to do something about the way customer service is handled. someone is dropping the ball, and they are dropping it hard.

My biggest issue has been my Number Porting.
I initially requested my number to be ported on February 4th.
After a month has passed I called in to ask why it had not been done, and was told that my form was hand written so it was rejected.
I know it was my fault and it did say to do it electronically, my mistake, however an email letting me know about the rejection would have been the right choice if the customer mattered to you at all..

so on march 18th I resubmitted an electronic version o f the LOA Form, and faxed it (as per instructions sent bye a "Noe", from a mysterious unreachable (edited)@295.com.) He also stated that If I sent in the form it would be completed WITHIN 10 days...

After 10 more days passed, AND IT STILL WAS NOT PORTED, I called back, and was told to wait and it would be done for sure on April 8th.
I already anticipated that I was lied to and told that just to get me off the phone, and low and behold, on April 8th IT WAS NOT PORTED.

I called in again today, at first the Agent said they couldn't find my form, and put me on hold after i stated that I had definitely faxed it, and had been told already that yes they had received it.

and talked to a "Supervisor" named Paul., And was told that I now have to wait until April 14th, and that FOR SURE, it will be ported by then.


i had a similar situation when purchasing my configuration file, I had to call several times to actually get the file, as it seemed the supervisor in charge of processing my request was busy interviewing possible employees (have you ever heard of delegation), putting customers aside for business practices, and telling them that that has happened is quite embarrassing for you. eventually after escalating and speaking to a manager my request was processed. (if it only took minutes to do in the first place, why did i have to wait a month, again, embarrassing.


I am very displeased with the way things are being handled, it seems very mis-managed, and seems from this end, that you need to take a good look at your staff and rework your policies and procedures, or possibly find new staff to REPLACE the ones causing the problems.

[FONGO_steve]

When you get the email from Noe, your sales agent, you are instructed where to send the forms back to (I wont post the address here for security reasons). We have a porting rep here in the office that communicates this back to our LNP office for carrier communication and requests. Any emails sent back to a sales agent about porting can not be addressed as they do not have contact with our porting office. If you email Noe directly, he'll forward it to the correct porting rep to follow-up with you.

The 10 days is the processing time, porting takes 2-4 weeks to complete. I know Noe very well and he always makes this very clear, but if you have doubts, we will gladly review the recording of your original call to confirm this. We can not control the release date of the number - it's up to your current carrier to decide how long to make us wait before they give us the number. May depend on their workload, policies, the account standing, etc.

We are working on transitioning the porting system to be as automated as possible to cut back on the stacks and stacks of paper currently involved with each number port from our end. If you were told they couldn't find your paper, then told they did, this is an issue I will pass to a supervisor as someone may have spoken too early.

We have confirmed the porting date is April 14th. The original call will be reviewed by a supervisor to determine that you were told 10 days for processing, 2-4 weeks for porting. If there was a mis-understanding on your part because of the two dates being given, our customer service can not be to blame for that, but we will certainly try to make it clearer if we find it was worded in a complicated fashion.

As per them telling you April 8th - can you PM me your number? I want to see if there were any rejections. If a carrier rejects a porting request for any reason, then we either have to rectify it on our end, or with you the customer, and then resubmit the request again. If a porting date is moved, you should be informed via email from that department. But I want to see if this is the reason it was moved or not...

ps. I have edited our employees personal email address out of your post for spam reasons.
pps. porting department is scheduled to triple in size over the next few weeks. We have several new employees coming on to make this process more efficient for all of us.

[psycon]

Good news is that it has finally been ported.


Here is the email from Noe, it is not mentioning "processing time" as you are speculating. "Your number can be ported over within 10 days" leaves no room for misunderstanding.

Dear Sir,

I just want to let you know that the process of porting your number has been delayed due to the fact that, you filled the Loa with your hand. Your number can be ported over within 10 days, I only need you to send me again Letter of Authorization and your phone bill by fax of email and everything can will be done as soon as possible.

Noe