Thursday, December 13, 2012
A carrier's faulty network caused intermittent outages of phone service for one of our clients.
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The carrier denied that it had any responsibility for the problem. Repeatedly, the carrier’s testing and technicians stated that no problem existed. Unfortunately, the denial of the problem did not solve it, and the problem continued. The carrier’s standard trouble ticket resolution process failed to solve the problem of intermittent dropped calls. We chose to solve the problem outside the carrier’s trouble ticket process.
We invested hours of time, and solved the problem. On behalf of our client, we pursued a credit. The carrier initially refused. After many calls and emails, and still denying there was a problem, the carrier issued a credit of $2,638.73.