Open Product/Process CR PC092701-3 Detail |
| Title: Develop a process for a point of contact, a process of investigating and proper training conducted when improper behavior by Qwest personnel occurs | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC092701-3 |
Withdrawn 10/10/2001 |
Provisioning | Re-Sale | |||
| Originator: Mendoza, Lori |
| Originator Company Name: Allegiance |
| Owner: Masztaler, Joan |
| Director: |
| CR PM: Thomte, Kit |
Description Of Change |
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Allegiance has experienced numerous instances when Qwest personnel have given false information to our customers. There have been instances of disparaging remarks against Allegiance and down right rudeness by Qwest Techs. When I have documented these occurrences and given the dates, times, names, etc. to my service manager, it has taken weeks to get any reply. The reply has not been sufficient to hold the offender accountable. In several cases, Qwest has simply replied that it did not happen or it did not happen as reported. The current process is not sufficient to handle these occurrences.
The most recent example happened today. PON 806241-HDSL1 – The FOC date to put in the circuit for this client is 09/25/01. Qwest was at the customer premises on 09/24/01 at 5:10 p.m. to do some work. The Qwest tech who went out was extremely rude to the customer. The Tech stated he has come several times, always after closing (5p.m.) and was not happy that he did not have access to the MPOE. The tech did not identify himself until the owner mentioned another company. The owner asked the tech if he worked for End 2 End Communications and the tech got upset and simply left. Several times the Qwest techs have told the customers that they would go down if they proceeded with converting to Allegiance.
Allegiance is requesting that an improved process be put in place that the CLECs can report these occurrences of anti-competitive behavior when they happen. This process should include a single point of contact , a thorough investigation with an appropriate response to the CLECs in a timely manner. The process should also include the proper training of Qwest personnel to prevent future occurrences
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| Date | Action | Description |
| 9/25/2001 | CR received from Terry Wicks of Allegiance Telecom | |
| 9/27/2001 | CR status changed to Submitted | |
| 9/27/2001 | Updated CR sent to Terry Wicks of Allegiance Telecom | |
| 9/28/2001 | Established clarification meeting with Terry Wicks of Allegiance Telecom for 10/10/01 | |
| 10/10/2001 | Spoke with Terry Wicks, he asked to have the CR withdrawn and cancelled our meeting scheduled for 10/10/01. |
Project Meetings |
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Information Current as of 1/11/2021