Routing of Complaints in IC WebClient

Hi All,
I want to do routing of complaints in IC Webclient. Say a complaint is handled by one employee, and depending on the status, he wants to route it to another employee. Can this be done using actions. Please let me know the configuration steps.
Points wil be rewarded.
Thanks,
Chitra

Hi Sreelatha,
Can you please give me more detailed configuration steps for complaints in code and code group profiles in SPRO.
Also for the category modeler and rule modeler. Actually I am not able to launch the rule modeler.
I tried using Start the SAP easy access menu.
(2) Right mouse click on Favorites --> Add other object.
(3) Choose 'CRM BSP Application'.
(4) Select application 'CRMM_ERM_RULES' and confirm.
Then it tries to launch the rule modeler but nothing comes up
when i try to refresh the screen it just closes the application. Is there any prior configuration that needs to be done.
Can you please let me know.
Thanks,
Chitra

Similar Messages

Error when trying to create complaint via IC WebClient (CRM 5.2)calling URL

Hi,
I'm trying to create a complaint using the following URL: http://<host>:<port>/sap/bc/bsp/sap/crm_ui_frame/default.htm?crm-object-type=BT120_CPL&crm-object-action=D, but get always the following error:
Error when processing your request
What has happened?
The URL http://<host>:<port>/sap/bc/bsp/sap/crm_ui_frame/BSPWDApplication.do was not called due to an error.
Note
The following error text was processed in the system CMZ : The current application triggered a termination with a short dump.
The error occurred on the application server sapcmzu_CMZ_86 and in the work process 0 .
The termination type was: RABAX_STATE
The ABAP call stack was:
      Method: IF_BOL_BO_COL~ADD of program CL_CRM_BOL_BO_COL=============CP
      Method: IF_BOL_BO_COL~ADD of program CL_BSP_WD_COLLECTION_WRAPPER==CP
      Method: IP_FOLLOWUP of program CL_BT120H_C_MAINWINDOW_IMPL===CP
      Method: PROCESS_NAV_QUEUE of program CL_BSP_WD_VIEW_MANAGER========CP
      Method: DO_REQUEST of program CL_BSP_WD_VIEW_MANAGER========CP
      Method: DO_REQUEST of program CL_BSP_CTRL_ADAPTER===========CP
      Method: ON_REQUEST of program CL_BSP_RUNTIME================CP
      Method: IF_HTTP_EXTENSION~HANDLE_REQUEST of program CL_HTTP_EXT_BSP===============CP
      Method: EXECUTE_REQUEST_FROM_MEMORY of program CL_HTTP_SERVER================CP
      Function: HTTP_DISPATCH_REQUEST of program SAPLHTTP_RUNTIME
In ST22 I find the following text:
Diagnosis
     An attempt was made to add an unattached object (NULL reference) to
     a business object collection or entity collection of the Business
     Object Layer (BOL) by using method IF_BOL_BO_COL~ADD. This is a
     method application error.
But on the other side the change method works well:
http://<host>:<port>/sap/bc/bsp/sap/crm_ui_frame/default.htm?crm-object-type=BT120_CPL&crm-object-action=B&crm-object-keyname=GUID&crm-object-value=DC445922DEB133F1939A00145EF80CCC
Is there anybody with experience regarding this issue? Perhaps the parameters are wrong?
Kind Regards,
Christian

Hi Sudipta,
many thanks for your answer. But sadly it still does not work. I have created a new GUID using function module 'GUID_CREATE' and have appended it to the url:
http://<host>:<port>/sap/bc/bsp/sap/crm_ui_frame/default.htm?crm-object-type=BT120_CPL&crm-object-action=D&crm-object-keyname=GUID&crm-object-value=47CD5B2204B619B9E10000000A8031BA
Now I'm getting the following exception:
Error occurred during navigation
An exception has occurred Exception Class CX_BOL_EXCEPTION - Access Previously Deleted Entity
Method: CL_CRM_BOL_CORE=>GET_RELATED_ENTITIES
Source Text Row: 18
Is there still something wrong with the url?
By the way: is there any documentation regarding this topic? I did only find a blog, nothing else.
Kind Regards,
Christian

BT Infinity installation complaint

I am writing this email as I am wanting to know what is the best route of complaint regarding the attempted installation of my new BT Infinity 2 connection.
An engineer from Kelly Communications visited my home a few days ago to install my new BT Home Hub, he hadnt been here 10 minutes before he informed that he needed to nip outside and do some work on my line from the CAB booth at the end of my street. 30 minutes later he returned to say he had unfortunately broken my landline connection and could not fix it or install my Infinity broadband connection, he assured me that a BT engineer would visit the same day and fix the problem and install my internet.
Nobody arrived and I have been left with no landline and no internet. I assumed they would be along the following day but again nobody visited my home. I then used a friends phone and called BT customer service to sort out the problem, only to be told that it was obviously my fault that my phone line was broken and I was to be charged £180 to fix the problem and that nobody could visit me for the next 5-6 days.
I am really not happy with the current level of service I have recieved and have no intention of paying to fix a problem that I had no hand in causing, I am writing this email to know who is best to contact to amend this problem in the quickest and most efficient manner possible.
Any help would be great as I was really looking forward to what I thought was going to be a good, quality internet service.

Hi
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Maintain Multiple Email-ids in BP

hi gurus,
my query is regarding escalation emails while creating complaints in IC webclient.
can i maintian 2 email ids for 1 BP, such that on escalation Mail should go to both emails on same time..??
-Nirav
Message was edited by:
Nirav Ashar

Dear Nirav,
You can always maintain more than one e-mail id for a BP. In GUI in e-mail id field enter the e-mail id and then click the arrow button (other e-mail ids) or in UI click insert to enter more than one. You can check the stdndard option/do not use option.
Thanks,
Atin

How is an Order Routing rule connected to the IC Webclient Profile

I created a simple ERMS order routing rule that If priority equals very high then route to John Smith whom is assigned to the IC Web position in PPOMW.
When I create a service ticket and mark it very high and choose the ESCALATE button the message no rule for routing was found.
I don't see anyway to connect this rule to our IC Webclient profile, or why the rule wasn't envoked. Will give points.
Edited by: John Burton on Apr 21, 2008 2:54 PM

Hello Glenn,
Yes, you are correct. In addition to creating a Rule Modeler policy via the IC Manager role (accessible from the BSP view or Enterprise Portal), the business user also needs to request that IT (or someone) add the name of the Rule Modeler policy as an attribute of the RE_RULE_EXEC service for the applicable Service Manager profile in the IMG configuration for the relevant Rule Modeler context (Order Routing, ERMS, etc.). I certainly agree with you that the business user and the IT user as generally two different people. And if they are the same person, Sarbanes Oxley probably has something to say about that Your point is definitely valid. Perhaps in the future we need to be more considerate of the distinction of job responsibilities of business user versus IT user when designing products and solutions.
By the way, just as an aside... some Rule Modeler contexts can only use one Service Manager profile (for example Order Routing must always use a Service Manager profile called "SAP_ORDERROUTING") while other contexts can use multiple Service Manager profiles. For example, as of CRM 2005 (CRM 5.0) it is possible in transaction CRMC_ERMS_SM_PDET to assign different Service Manager profiles directly to different inbound email addresses for ERMS. And by assigning a different Rule Modeler policy to each Service Manager profile, you can use different root/default Rule Modeler policies for each incoming email address.
Warm regards,
John
Edited by: John Burton on May 1, 2008 10:01 PM

IC Webclient complaints layout

Dear Experts
CRM 5.0,
We are making use of standard complaint functionality in the IC webclient. We have a scenario where we need to manually add products in the item details of the complaint document but the item area is display only. We are unable to add products in the complaint item area even though in the regular GUI, we can do this.
Please advise.
Thanks & regards
Ritwik Sharma

Hi nirav
Try the following
Set up an action (immediate processing ) based on the status you mentioned which will create an order of the transaction type of your complaint .
hope it resolves
Regards
Raj

Complaints Routing how to do it.

We need to route complaints for our projects. If anybody has done that would be glad if they can share their experiences.
To be specific this is what my understanding of this is so far.
When I go to the Rule Modeler->Order Routing-> by default I see the context only defined for "Service Process". So my understanding is that is something a default thing provided by SAP.
Now if I want to route complaints, how do I do that. If I need to create a new context then where do I get the service class for complaints.

I'm assuming that your post shows a Windows Form designed to look like a command prompt window?
Since you are asking about modifying the behavior of a TextBox when it is disabled, you should read up on how to extend the TextBox class to produce the behavior you want.
Here are a couple of references to extending classes to get you started.
https://social.msdn.microsoft.com/Forums/vstudio/en-US/143646f2-8b66-4985-b317-a0ebbc3fb382/textbox-backcolor-change-onfocus-and-lostfocus?forum=vbgeneral
https://social.msdn.microsoft.com/Forums/windows/en-US/2b096136-7063-4334-a445-a3f1b05b71d8/tutorial-on-creating-controls?forum=winformsdesigner

Verizon Fios Complaint / Requesting an upgraded wireless router

Good evening,
I called customer service about 6 times Monday night, requesting to get a new updated wireless router because my new laptop I purchased wasn't working on the current one. Knowing that my gear is outdated, I figured it wouldn't be a hassle because I've been a customer for 3 years. (I have the wireless b,g; all of my new neighbors have the wireless b,g,n)(I live on a military instillation where we are only offered fios as internet, so I can see the neighbors wireless signals and see that they are all b,g,n signals)
As soon as I asked if I could get a new router, Fios support instantly started explaining how its backwards compatible and it's not the routers problem after "looking" at my settings and other devices connected. Ok, I know that its backwards compatible, but I would still like to upgrade my equipment. . .technology is evolving and I do not feel like I should have to keep the original dinosaur that I was issued 3 years ago just because it still works.
After talking to me about the backwards compatibility and walking me through tech support on how to fix the connectivity problem, the Fios support tech explained that the new wireless routers are in high demand and that they are only given to new customers/preferred customers and in select areas? REALLY?
Questions for you:
What makes you a preferred customer? Is 3 years not enough?
Select areas???? I'm in DC! It's the nation’s capital.
New customers only? So are you really requesting I drop your service because my 3 years of loyalty is not good enough?
All I ask for is a little upgrade to keep up with the times/new devices. I do did not expect to get the answers I did, and feel as if Verizon does not care about its current customers, but feels the need to pull in as many new customers as they can, bind them in a contract, and completely fail at giving the loyal customers the treatment they should get for sticking with Verizon though all of the crap.
Thank you for taking the time to view my complaints, I would have called or filed a complaint through other means but I cannot navigate through the website to find an easy way to do that, and when I called to get the upgrade it was no help to me at all. So if any Verizon Tech Support have answers for me or can help me get an upgrade thank you.
Respectfully submitted,
Loyal Verizon Customer

#1 If you don't have FIOS TV, get and use your own router.
I point to http://www.dslreports.com/faq/15991
#2 If you have FIOS TV, but not media share, I point you to
http://www.dslreports.com/faq/15992
#3 If you have FIOS TV and you have and want media share to work, I point you to
http://www.dslreports.com/faq/15993
This info is my two cents and I hope it helps.
If you have any questions, please ask.
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

Routing in IC webclient

Hi Friends,
This is the scanario...
A use U1 belonging to a groupG1 creates a service ticket and then assigns to a group G2.Then a userU2 belonging to the groupG2 picks the ticket,inputs the solution and reassigns back to the groupG1.This is done with the Route modeler.
Here the problem is any user say U3 can of groupG1 can open the reassigned ticket and work on it though it is not created by him.
What i want is,
When the userU2 reassigns the ticket the ticket should be routed to the userU1, instead of his groupG1,So that the userU1 can open all the tickets assigned to him and work on it.
Is this possible through rule modeler.if yes please provide the solution, if not how this can be achieved

Hi Kristoff,
thanks for replying,
right now we are using the action parameter GROUP and we are routing to Org unit.now any agent can work on any service ticket routed to this org unit.
if we give a BP no then all the Service tickets are routed to that BP and which will mess up the things
i want the service tickets to be routed only to that agent who has created taht service ticket.If der are 20 agents their respective sertickets to be routed to them.
please revert back for clarifications.
Regards
Sekhar

Field Priority (complaints) not editable en SAPGIU(CRMD_ORDER)and WebClient

Hello Experts,
may be somebody knows because the field "Priority" is not modificable when creating a complaint in CRMD_ORDER? In my case when i am doing a complaint there is this field with the values:
1 Very High
2 High
3 Medium
4 Low
Why is this field existing, when it can not modify it? Where in Customizing I can make this field modificable?
Best Regards
Oliver

Hi Oliver
Although this is very old forum question but there are many similar questions without CORRECT answer
I would like to update here the correct steps as we spend considerable time to explore and enable the Priority in SAP GUI
1. Goto - SPRO - CRM - Transactions - Basic Settings - Define Transaction Types
2. Highlight your Transaction type -Then click on " Assignment of Business Transaction Categories this should bring to next screen "Transaction Categories"
3. Click on " BUS2000126 Business Activity ' if you do have Click on New entries to ADD
4. Then highlight BUS2000126 Business Activity then click on Customization Header then click "New Entries"
5. Here under Default Data " Priority " can be enabled to preset value or user can choose in CRMD_ORDER
Best regards
Narayana

7 hours, 3 complaints, no reply and no BT Sport

Unbelievable. I know you're all having similar issues, but just in case someone at BT is actually listening (as our complaints and phone calls are going unanswered), here's our experience. If a mod can arrange the Exceptions team to call ME I'd appreciate that.
COMPLAINT 1:
Dear BT
We have been BT customers for a long time, and switched to a triple play deal a couple of years ago, taking phone, broadband and TV from you. I assume this is what you want from all customers, and we were happy with the deal.
I was even more pleased when I learned that BT Sport was coming, and I signed up early so not to miss out on subscription options. However, now I am trying to add BT Sports, being a long term committed customer of BT has placed me at a SIGNIFICANT DISADVANTAGE.
As I write, I am currently on hold to your customer contact team. In total, over the past 2 days, I've been on the phone for 6 HOURS trying to get this resolved. Let me take you through some of the pain of that 6 (yes 6!) hours.
1. Having received no communication via email or through MyBT in advance to enable me to access BT Sport, I waited until the launch. Being a BT customer, having BT Broadband and BT Vision, I was aware that we do not live in an Infinity area but the communications seemed to indicate that I would just be able to start watching online as soon as BT Sports was available. So I logged in through MyBT (having made sure I had access to it a few weeks ago), but when I tried to add BT Sports / access BT Sports, I received an error message asking me to contact BT. So I did.
2. Having used the QueueBuster feature (which is brilliant - why can't all your departments have it?) I received a call back within 10 minutes, in which the advisor informed me that 7.9Mb was not fast enough to receive BT Sport. I asked about the non-BT Infinity option, to which I was advised I could not receive. I was doubtful, but thought this may be possible, and so asked for help to access the app. He said he couldn't help me with this, and so I was transfered.
3. Eventually I got through to the technical help team. It took half an hour for them to figure out I could not access the app as I had not SUBSCRIBED to BT Sport. I asked HOW I was meant to subscribe, as I had received no communication on how to do this and every link in your utterly confusing website ended up in the same message. They passed me to the BT Sales team to organise this.
4. After another long wait I eventually got through to another department. When I explained my situation (all I wanted to do was watch BT Sports on my laptop, and I am a BT Broadband customer) they said I needed to subscribe. I said I know this, that's why I've been put through to them. After another 20 minutes going around in circles I was advised to go through to BT Sport on 0800800801. I asked to be transfered, which they could not do, so I hung up and called BT Sport.
5. I spoke to 2/3 advisors at BT Sport, who were able to identify that the cause of the problem was that I was on an OLD triple-play package, and that they could not process the order. All tried to transfer me through to the Exceptions team. All calls failed - just cutting off after 20 minutes on the call.
6. I gave up after 3 hours of going round in circles and decided to try again in the morning. I called back at 8.30am this morning. Now, at 11.30, it has just been resolved.
7. I called at 8.30 and spoke to Richard, who tried to be helpful but couldn't get any further either, and so transfered me to Exceptions. He tried to hang on but understandably after 5 minutes he had to transfer direct. The call then inexplicably dropped.
8. I called back again, and was put straight into the queue for Exceptions. After 40 minutes, the call was finally answered and the helpful Jeanette took up the cause. She explained that our package was an unusual situation (WHY?) due to it being on the old system. She tried to unpick it and process the order, but after half an hour her system would not let her go any further. So, diligently she asked to call me back after she'd reset her system. This she did, and half an hour later again (at around 10.30) she was finally successful in putting our package back together. For this we needed a new Vision box, a new router and a new viewing card. Great, sorted I thought.
9. I checked online for the order, which showed up fine on the email confirmation. I then double checked by tracking online, and found all the equipment was due to be delivered to our old address! So, I had an email to the right address, all account details in the right address, all details confirmed on calls (at least 9 times) to the right address, and our old address in on the delivery details?
10. I phoned back after again FAILING to change the details online. This time the call took around 40 minutes, and I was transfered to 2 departments just to check and confirm that the wrong delivery address HAD been allocated, and to change this to the account address. Something that I was lucky to catch - and I only caught on double checking online due to the PAINFUL experience I've had with BT over the last 2 days.
Finally, I'm hoping all is resolved. The package I believe we now have includes:
1. Line rental paid upfront for 1 year
2. BT calls package (weekends and evenings) at £2 per month
3. BT Unlimited Broadband at £16 per month
4. BT Vision Essentials pack at £5 per month (including BT Sports)
5. A new router
6. A new BT Vision box
7. A viewing card
This has been a hard slog. And surely it should not be like this for a customer who has been with you for a long time and has taken all services from you for a long time.
In fact, I'm sure it would have been much easier for Sky customers to switch to BT or add BT to their existing Sky package than it was for this BT customer to get an additional BT package!
I hope you can understand my EXTREME frustration with this process, and the time it has cost me to do this. Indeed, it would have been quicker for me to switch everything to another provider I think.
So, I would certainly like to be recompensed for this SEVERE INCONVENIENCE. I am happy to pay the £23 per month agreed, but I would like all upfront fees (line rental / BT Hub / Vision Box / Viewing Card / Delivery fees) reimburded as a gesture of goodwill and recognition that it really should not have been that hard.
I look forward to your positive response to this matter.
COMPLAINT 2 (After the equipment was delivered to the wrong address)
Now I don't have complaint 2, but it was something along the lines of why did I bother when you ended up sending my package 300 miles away from where I now live after confirming everything with you. TWICE.
COMPLAINT 3: (after getting the equipment, minus a remote control, and finding out it's useless anyway)
Dear BT
I've written so often that I almost feel like an old friend. Or a jilted lover, given that all of my messages fall on deaf ears, my calls aren't returned and there's never anyone to answer my call.
You've really outdone yourself this time.
You'll recall on my last love letter that I complained about the delivery of our new equipment going to the wrong address after I had confirmed with you that it would go to the right address? And this after 6 hours of trying to unpick our LEGACY package so I could adorn you with more money and you could tie me in for another 12 months of loveless partnership?
Well we eventually got our equipment (delivered from 300 miles away - no thanks to you), and had the joy of installing our new YouView box, only to find no remote control. The irony of it was that a new box was ordered as I had requested a new control for our broken one on our old Vision Plus box. So, back on the phone I go to try to get a control sent to us PDQ, and guess what...
1. You don't need a viewing card for a YouView box (oh, yes you charged me £10 for a Viewing Card too)
2. I can't get BT Sport (which was the whole purpose of this utterly fruitless exercise) on a YouView box with copper wires?
So why oh why have you sent me a new YouView box AND CHARGED ME FOR IT when I can't use it to get what I want? AND WHERE'S THE REMOTE CONTROL!
So apparently the magical, mysterious Exceptions team have the power to put everything right and make it all work. Except they're the ones who messed up in the first time. And your oh so lovely customer assistant assured me they aren't as busy as they were a couple of weeks ago. Well I've been on the phone 50 minutes now and still got a ring tone, and I know the lines will cut off in 30 minutes as the department closes at 8pm.
So, to sum up:
1. You've charged me god knows how much and tied me in for 12 months
2. You've removed our ability to record live TV on our Vision + box, and deleted ALL of our precious recordings
3. Sent me a Viewing card that doesn't work (it's a 118 card and my box asks my to enter a 119 number) AND charged me for it
4. Sent me a new box for which I don't NEED a viewing card.
5. Sent me a new box WITHOUT a remote control
6. Sent me a new box with which I can't get BT Sport
7. You are charging me £5 a month for LESS TV functionality
8. I have wasted 7 hours jumping through your hoops
9. I have sent you 2 previous letters of complaint - this is my third. ALL so far are unanswered.
10. Delivered the wrong order to the wrong address AND CHARGED ME FOR IT. AND I got the redelivery done myself as it was quicker than getting through to you!
Unbelievable. Shameful. Embarrassing.
It's actually worth spending £100 a month with Sky just so I don't have to deal with you.
In fact, I think I might just do that unless I get a pretty speedy response and an incredible gesture of love from you soon.
Much love

Hi aaronjaffery,
Welcome and thanks for posting. This certainly doesn't sound good at all. I'll be happy to look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Customer service issues, no complaint department!

Not sure I'm really asking a question here, just looking for a place to be heard! Up to now my experience with Verizon has been good, however I've always been on the buying end, Verizon on the selling. Recently though, I needed to cancel a line on my account. Not a big deal, or so I thought! First, there is absolutely no way that I can find to do this through the website, even though it is very easy to add a line through the website. I live about an hour away from the nearest store and didn't want to make the drive just to get rid of the line. So I looked up the phone number for the store via the website only to discover that even though each store shows a different number, your call is clearly routed to a universal call center in who-knows-where. Furthermore the automated system is terrible! I called 3 times on my cell phone and never got past the first set of options because it wouldn't recognize that I was hitting the numbers to respond. The fourth time I called on a land line and got through the first and second level, but by the 3 level it was having trouble recognizing my keystrokes again and routed me back around to the 1st level only to start again. Eventually I got to a human only to figure out that this was not my store that I was led to believe I was calling. All that just to deal with some stranger who doesn't know me or my account, just reading info off a screen! And, whose number one goal was not to just take care of my request, but rather sell me something, or in this case, do her best to talk me out of getting rid of the line! Are you kidding me! If I wanted high pressure sales personnel I would've chose that option two levels ago!!! After finally convincing her that yes I do want to cancel the line, and no I do not want to keep it and use it for a different device, she puts me on hold "while she takes care of that". Unbelievable! Eventually, she came back and the deed was finally done. By now I'm looking for an email address, or a complaint department, again not through the website, and there was no way I was calling again. So this is all I got, and I have no confidence that this will generate any change. Lesson learned: 1) Verizon is typical big business, only cares about making your purchasing experience easy and pleasurable, and creates as many road blocks as necessary to dissuade you from doing anything that lowers your bill or cost them income. 2) Even though its an hour away, any business I do with Verizon will require that I make the drive and deal with someone face-to-face, yes even in the most technologically advanced nation on the planet in 2014! Did I mention I'm dealing with a cell phone company...the irony!
To those who read this, whomever you may be, I apologize for the rant since you are probably not anyone that can actually do anything about it.

To get through to a person on the phone you simply need to continue to press 0. Works for me every time. Any rep, no matter in the store or on the phone, is tasked with trying to keep you from canceling any services. It is their job. You can't get mad at them for simply doing their job. How would you feel if someone got mad at you for the same thing. Let them do their jobs. It does stink that you have to repeatedly request the cancellation of service but their responsibility is to find another solution if possible.
When you call a Verizon Wireless store and nobody answers your call gets routed to a national call center. Why? Because customer service. How would you feel if you called the store and it just kept ringing and nobody answered? Oh. The store is not allowed to access your account, let alone process a cancellation of services, without an authorized user in the store to show identification. So had you actually gotten someone in the store you would have been directed to visit the store making the hour drive that you clearly didn't want to make or call in. All of this during the busiest week of the year.
We are not the most technologically advanced country on the planet. France has trains that travel 200MPH, China had a 21% growth in wind power capacity (in megawatts) while the US had 1% last year and also Quad HD displays have been available overseas for about 3 years now and are just hitting the US.
Any representative of VZW will know your account just as well as the next. They do this by reading info off of a screen. That's what the screen is there for.

How to file a Complaint with Verizon

I don’t know how to file a complaint with, or about, Verizon customer service. After calling Verizon I was shuffled between departments, supervisors, and finally directed to “verizon.com/contactus”. After spending an hour browsing the “contact us” section of the website, it became abundantly clear that I would not be able to find what I was looking for on the website.
A month ago I was in the middle of the moving process and was dreading the seemingly inevitable process of setting up the internet/television/phone, a process that I had to do many times before. My son had informed me of Verizon’s transfer service, also known as “Moving with Verizon”. As we were only moving 3 miles down the road, I figured that I would visit my local Verizon store as this would continue to be the store I turn to if I chose to stay with Verizon. I had several concerns that I wanted to have addressed, chief among them were:
- I have built up a significant number of movie titles in my digital library. If I stay with Verizon, will I be able to keep the movies that I had purchased?
- Each time I move I am inconvenienced with having to distribute my new phone number to my friends and family. Will I be able to keep my current phone number if I stay with Verizon?
- When I first started with Verizon I had significantly less credit with Video on Demand than I do now. If I stay with Verizon, will I have to go through the grueling process of building up my credit again?
The sales associate was very kind and willing to help. I was assured that
-          I should be able to retain my purchases with Video On Demand
-          I can bring my phone number from my previous address
-          My Video on Demand credit could possibly be reset after the transfer, but a single phone call to customer service could set my credit back to normal with minimal effort
Throughout my questioning I was assured that my current services would transfer uninterrupted by the time of the move. As you could imagine I was ecstatic. We scheduled a technician to show up to the new house, when I asked the representative on the phone “What should I do with my current cable boxes and internet router while I wait for the technician?” I was told that the technician would handle it.
The technician arrived two weeks ago, we were given a box and instructed to package the previous equipment and drop it off at our local Verizon store. The technician gave us our new number, when we asked him about our previous number he appeared to not know what we were talking about.   He was apologetic about the mix up and gave us a phone number that we could contact. Shortly after the technician left, my family noticed that our digital library was completely empty. The next day I went back to the Verizon store, was apologized to, and then instructed to only place one order in at a time, because multiple orders on a single account tend to slow each other down. We decided to resolve the issues one at a time starting with the phone.
My wife called and was told to wait a day or two. After waiting two days, my wife informed me that she was bounced between different departments over the course of several days, but was assured that the issue was resolved. I told my wife that I would handle the future endeavors with Verizon as she appeared to be a little flustered by the experience. I later received a courtesy call from Verizon confirming that our phone number was restored. I asked the lady whom I was talking to whether she could help me with my VoD service or transfer me to someone who could. She assured me that she could help and asked me whether or not we had received new set-top boxes for our televisions. After I informed her of the new boxes, she apologized to me and informed me that due to copyright infringement laws that our digital library was lost and that we could not receive any kind of compensation. I decided to call customer service, and after talking to representative for almost half an hour I was placed on hold and then told that there was nothing that could be done at this time and that I was going to be disconnected, before I could respond I was hung up on.
Three nights ago I took my concern back to the Verizon store as I dropped off our previous equipment. I was given several new phone numbers. That evening I spent over 2 ½ hours on hold waiting for a representative. After explaining my situation I was transferred to another representative who worked with me and put in a work order to have our digital library restored. I was quoted 48 hours, but the issue was resolved that evening.
Not intending to cause any more issues with Verizon until our digital library issue was resolved, my family abstained from renting or purchasing any movies from Video on Demand. I had promised my son and grandson that if the movies were restored, I would add the new Star Trek movie to our library so that we could watch it together. I was slightly irked to realize that when I tried to add a new title to my library an error message would pop up. I called the number on the message and entered the error code. I was placed on hold for almost an hour. When I finally reached a representative, he informed me that the problem was that my credit had been reset during the move and the issue could only be resolved by another department which had just closed for the evening. I decided to work at home the next day so that I could watch the movie when my son came home that evening. The next morning I called and realized that the opening time quoted to me was obviously in a different time zone. When I finally reached an agent, 2 hours later, I was told that I was 5 dollars over my credit limit. I informed the representative of my situation, as proof I pointed to the fact that the bill that I had paid earlier this week was almost 200 dollars more than my current statement. I was asked to wait 30 minutes and to call back if the issue hadn’t resolved itself within an hour. An hour later I called, explained my situation to another representative, and was told to call back in an hour if the problem hadn’t resolved itself. An hour later I called and after being sent to several different representatives I was asked to call back in an hour if the issue hadn’t resolved itself.
Meanwhile my wife was contacted at worked by Verizon, informing her that there was no record of us returning the equipment and that we could be facing additional charges if we did not straighten out the issue. After spending the next several hours assuring my wife and showing her how on the receipt, each piece of equipment was clearly scanned and entered into the system, I decided to call customer service again as my VoD was still displaying the same error message. I was apologized to yet again, and was told that my order was being slowed down due to a high number of unresolved issues on our account. I was assured that he would clear out the mess and that we should be able to order movies that evening, if not I should call back in 24 hours. I apologized to my son and grandson yesterday evening, both of them took it surprisingly well. This evening I waited until 7:30 to contact customer service (31 hours after I was told to wait 24 hours), I was placed on hold again and again for over an hour and a half. I finally was told that my account would be cleared out to resolve the issue, I informed the gentleman that I was already told that would be done and then referenced the ticket number that I had received (and double-checked) from the gentleman the day before. After speaking to his supervisor about the issue I was informed that there was no record of this action nor was there any ticket number matching the one I had given him. The gentleman tried to help me for several more minutes until he transferred me to another department because neither he nor his supervisors could understand why my account wasn’t letting him change the date on my ticket, as he had reset all my resolved issues.
I explained my situation to the representative who after reviewing my account information informed me that I could have had the issue resolved on the 29th of August but someone during my process removed my order. She then informed me that due to the number of unresolved orders on my account the system could not let her schedule a credit increase until the 26th of September. After repeatedly asking her what I could do to expedite this process, I came to realize that all she could do was repeat to me the information that she had already said. I then asked her who I could talk to resolve this issue or file a complaint. After rambling for several minutes I was then transferred to the billing department. After explaining my situation, yet again, to another representative, my account was reviewed again, and I was once again informed that I was over my credit limit. After going into details a little more intimately, I was assured that the earliest that I could receive the credit increase was the 26th of September, and that I should make another payment. I informed her that I had just paid over $550 dollars on my last bill and had given up the majority of my free time over the last 2 weeks trying to resolve issues that I was assured wouldn’t be a problem by a Verizon representative.   I asked if I could receive a small credit to my account ($30) so that I could just watch the movie and feel like I received a small victory for sacrificing so much of my time. She informed me that only her supervisor could make that call. She informed me that I would have to wait around 15 minutes on hold (what’s 15 minutes when I’ve already waited 8+ hours on hold?). After explaining my situation to Cornell he reviewed my account and then reworded what I had just told him. He informed me that the department that deals with my issue (the department that just transferred me to billing) was now closed and that I would have to wait until Tuesday (4 days) to have my issue resolved. After explaining the fruitlessness of dealing with that exact department with the exact information he was trying to send me off with, he placed me on hold for several minutes and then came back and agreed to only meet me half way, a $15 dollar credit. I was extremely offended. This is not even 3% of my average bill. $15 for 2 weeks of unsatisfactory service, in addition to 12+ hours of my personal time in addition to my wife’s time and visiting the Verizon store. After explaining to Cornell that $15 was less than satisfactory, I asked for an email address or a complaint line. He agreed with me that it was frustrating and explained to me that it was getting late for his department “almost 11:40 in the evening”, the exact time where I am. He gave me Verizon.com/contactus, which after reviewing the page, I became insulted. I have continually followed up with my phone calls and stayed loyal to Verizon, following the instructions of each representative that I have talked to in the last several days.
Verizon has provided both my family and me with an excellent entertainment package as well as outstanding customer service in the past. I would like to believe that despite the fact that I was lied to by both a sales representative and a supervisor that my family’s experience over that last few weeks with Verizon is not a common one. I am more than willing to place this movie order on my next bill, all I ask is that you please help me to enjoy the advertised early release and to enjoy the services I previously had with your company.

We've been having problem with our Verizon Fios set up since the moment we moved in to our new place. We've had several technicians come through, and then eventualy aftet two weeks of setting up appoitments and calling the customer service folks, they were finally able to resolve the issue. However, the nightmare doesn't end here. Last week, our neighbors switched over to Verizon Fios, and their technician swtiched our cables with theirs ( what a sloppy, lazy, job) meaning that they unplugged everything that was running to our apartments and transferred over to their becuase they didn't want to put in the extra work to chech and make sure that everyone was getting service. After, we had noticed the problem, my husband called customer service to put in a ticket for the technician to come through and resolve the issue. The ticket was made for Wednesday, Nov 7th, 2013 under ticket number {edited for privacy}, the rep had clealry stated that a technician will come anytime from 3 - 7, which meant that one of us had to be home. My husband took off work and waited for the technician to come through, however, NOBODY showed up. Instead, they told us that they were came at 5 oclock but nobody was home. The same day we called customer service again, and reschudeled to the next day. Thankfully, someone showed up at literally 7pm, meanwhile my husband was waiting at home since 3pm. After hounding them down and calling every hour to make sure that they would show up. Sure enough, they coudn't fix the wiring with out a bucket truck, which the technician mentioned he didn't have since it was already late in the game and eveything was closed. So again, my husband called to make another appoitment, for Saturday, November 9th, 2013, and again, the customer service people confirmed that someone will show up on this day from 8am-12pm. Guess what!? NOONE came, because NOONE issued a ticket, meanwhile we knew for a FACT that we made an appoitment. It's been one week, and no end to this problem. I am appalled, that a multibillion dollar company such as Verizon has such poor customer service in this area. It is sickening and sad, that noone can come and fix a small issue such as this. I hope that this will be resolved tomorrow, ( as they confirmed that they will come on Sunday) if not we have no other choice but to cancel our services and switch to something else. If only Google fiber was in town, things would have been so much easier, and not OVERPAID, especially now with the CRAPPY service we've been getting.

Sending manual Email creates a follow up document of type Complaint.

Here are the steps which I have followed:
1. I login to IC WebClient and create a complaint. Close the Browser.
2. Login back to the ICWebClient. Click on Inbox and open the last created complaint. Click on Email (On the NavBar) and manually send an email to any user. Click on End button and close the browser.
3. Login back to the ICWebClient. Click on Inbox and do a search.
You see there is another complaint document created which is actually a follow up document for the complaint which I have created. And this follow up document stores the email sent. <i>The problem is that two documents of type complaint are getting created. One a main document and the other follow up document which stores the email sent.</i>
What we want is if the agent sends an email for a complaint, then we want all the emails to be stored as part of that complaint transaction document.
Am I missing any setting or is this is the standard behavior of SAP.
Message was edited by:
Rakesh Jain

Hi Rakesh,
Check this SDN post:
FM or Sample program to send email
Hope it will help
Thanks,
Arjun
Pl. Reward points........................

How to use Airport Extreme to create a second wireless network with different IP addresses behind an existing modem/router?

Hi,
I have an existing modem/router from my ISP that does DHCP and NAT with base IP 192.168.1.1 distributed in the wireless network. I use this wireless network for our private devices. I could turn off the DHCP server in this first router, but there isn't a separate setting to turn off NAT.
I want to connect my Airport Extreme (4th gen) to this existing router to create a separate wireless network for visiting guests, where IP addresses of 10.0.0.0 etc. are used. So I do not want to use the Airport Extreme in bridge mode, as I would like to keep the devices on the first network 'invisible' for those on the second network. (P.S. when connected in bridge mode, the Airport works well and can distribute a network with a different name from the first. It's just that I would feel more comfortable about our privacy if the Airport were to distribute a different IP range. False security, maybe?)
I've tried doing this by 'Sharing a public IP address' in Airport Utility's Internet tab, leaving TCP/IP's setting to 'via DHCP', setting DHCP addresses to start with 10.0.0.2 up to 200 with all else blank, and not using a standard host nor NAT-PMP in the NAT tab.
When I do this the Airport complains of a 'double NAT issue'. Internet connectivity seems to be OK, but when switching between the two networks on my Mac I get complaints about my IP address being in use by another device intermittently.
Can anyone help in how to get the 'double NAT issue' resolved?
Thanks!

So if someone is connected to the modem/router network they will be able to see the HD I will have put in to the AirPort Extreme?
As I said above.....since the modem/router and AirPort are bridged, devices on the modem/router wireless will be able to "see" devices on the AirPort wireless, and vice versa.....
If they can see the HD connected to the AirPort Extreme, will they be able to access it
Yes, unless you plan to password protect the drive connected to the AirPort Extreme.
or will they still need the password needed to get onto the AirPort Extreme network?
The modem/router and AirPort Extreme are bridged. They are on the same network. All devices are on the same network when the modem/router and AirPort are bridged. Not sure how else that I can say this.
Also, because it is bridged, I shouldn't have any problems accessing the HD I will have connected to the AirPort Extreme from an external location?
Accessing devices from a remote location is never easy....and a topic for a different post/discussion. If you have a "static" Internet IP address from your provider, and have all the details on how to forward ports on your modem/router, you are off to a good start.
Apparently there is some addressing issues because devices can be seen as "Double IP" because the modem/router would have allocated IP's as well as the AirPort allocating IP's thus making connections slower until resolved
When you "bridge", all IP addresses are issued by one device. There will be no conflicts on the network, since they are bridged.
Once again, in very simple terms, you have two doors (access points) that open into the same room (network). One "door" is the modem/router and the other "door" is the AirPort Extreme. They are on the same network....("room") because they are bridged.

Routing of Complaints in IC WebClient

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