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Re: TOA/ETA system... feedback anyone?

One system that seems to work here is this: Get the MSO to acknowledge that "yes".... Errors do occur during the provisioning or switch programming. If you can get the MSO to at least see that tech time is being wasted by waiting for the "software" end to get straightened out, then you have room to move forward on finding the middle ground of fairness. It takes consistent documentation by all the contractors in the system to show "Proof" that it's happening, but when you have it ... Present it.

We don't have TOA here yet, but it's coming in 2007 as we've been told. For now, the procedure for our techs is as such: When the install is done and you have no dial-tone after provisioning, you get transfered to the "Help Desk". If they determine that a "Remedy Ticket" has to be submitted to the 3rd party programmers, the tech WAITS ON THE JOB FOR 15 MINUTES. If after that 15mins dial-tone hasn't returned, THEY LEAVE for the next appointment knowing that they MIGHT have to come back after the remedy ticket has been completed. Most of these go-backs are just testing inbound, outbound, alarm seizure, and closing the w/o ... The big thing is, the MSO here pays for the go-back. It's modest. But it's pay.
This is CABL.com posting #177218. Tiny Link: cabl.co/mUgw
Posted in reply to: Re: TOA/ETA system... feedback anyone? by Letstrylogic
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