Its a damn shame, muti billion dollar company and they have no equipment! COR retail reps take the blunt of cust complaints and more! But when we sell a product (DTV) and the cust calls the rep on day of install only to find find there is no equipment to setup new service!! Piss poor!! And to think they “adminstration” places blame on its workforce for the image! Look n the mirror Stephen!
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@ViMaSbb-1pry Most "Field Managers", don't really manage. They just provide a daily beat down on numbers. All they care about is that pretty little spreadsheet. There is nothing that they do that involves improving customer service. It is all about numbers. If your numbers will suffer by doing right by the customer, you are told don't do it. This is the culture. I have had conversations with field managers, area managers and even two directors about this numbers mess. To the extent that they could, without compromising themselves, they all agreed that MSOC has nothing to do with customer service and that it drives bad behavior. In a conversation with my area manager, I told him that I can give you whatever numbers you want, and get absolutely nothing accomplished. He said ", Yes. I know".
Our field managers are telling us they are directed to do it this way and that the dispatch will not do this because it negatively effects their numbers. It’s a real sh-- show. Right hand doesn’t know what the left hand is doing.
I’m a manager in the dispatch center and it’s absolutely possible for us to hold these orders and prevent them from dispatching. All it takes is communication from the field managers notifying the center they don’t have equipment. The problem is some garages do some garages don’t. The field managers need to communicate which techs do so we can remove those skills from you until equipment is back in stock.
Extremely embarrassing! The customers take time off from work for this too. Why can’t they pull these out of the load and call a day before explaining the install is postponed. Not “surprise !!!! Guess what” on that day. The people making decisions have their heads so far up their asses they can’t see.
Us techs are getting hit by it too! They don’t pull these jobs out of the pool we have to call the customer and get cussed out because we have no equipment. And they don’t scrub these jobs from our numbers so our de is hit and no you earn. We have no wireless stb for uverse either. I feel your pain. It’s embarrasing!