Settlement - Customer service

HI Experts,
I need some clarification on settlement profile, i have few querries as below
1. DO we need to do settelement for every service order, if yes then to which element.
2. If it is only case to case basis then pls give me some example where only we need to settlement,
3. Do settlement also effect the Accounting, if yes how.
4. IF possible, some study material or link to understand settlement in Service Order.
Regds

Hello Bharat,
>
bharat sharma wrote:
> 1. DO we need to do settelement for every service order, if yes then to which element.
No, the billing/settlement relevance is configured on item level. See Transaction SPRO CRM -> Transactions -> Basic Settings -> Define Item Category (-> Sales: Attribute Billing Relevance)
> 2. If it is only case to case basis then pls give me some example where only we need to settlement,
You need it whenever you want to get money for a certain service from the customer who received it. A typical service scenario may require service confirmations (e.g. a technician confirms how much time was spent and which material has been used). In such a scenario you'ld configure the billing relevance on the item category of your service confirmation (not on the service order!)
> 3. Do settlement also effect the Accounting, if yes how.
Sure! Settlement results are consolidated into a billing document. The billing document transfers the accounting relevant information to the Accounting (FI-AP / FI-CA).
> 4. IF possible, some study material or link to understand settlement in Service Order.
You should find information within the Online Help (http://help.sap.com/ SAP Solutions -> Business Suite -> SAP CRM Release xyz -> Application Help -> Search for Service Billing)
Regards
Ralf

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    http://www.bbb.org
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     Private Message

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    Upon entering the store (Verizon Wireless at Fashion Centre) on the afternoon of August 10, 2013, I was greeted by the manager, Ms. L.  After explaining my situation with the phone to Ms. L, she indicated that there was nothing she could do because she believed that the damage was my fault.  I reminded her that it was a refurbished phone, meaning it was not new and had been repaired previously.  After arguing with me in an inappropriately loud tone and repeatedly calling me a “liar” for stating that my phone had been acting up for a significant amount of time, Ms. L stated that she would upgrade me a year early to a new phone, but that I couldn’t have an Apple model phone.  She indicated that new phones would be coming out the following week and that I might want to wait to make my choice until I saw them.  Ms. L  provided me with her personal cell phone number in case I had questions.  I thanked her immensely for agreeing to assist me and agreed to return to the store early in the next week to make my selection.
    I called Ms. L on Monday August 12, 2013 to inquire about whether or not the new phones had come in yet.  She stated that they had not.  Wednesday August 14, 2013, I visited the store to make my selection because my phone had stopped working entirely and I could not wait any longer.  When I arrived at the store, Ms. L refused to come out from the back room.  Her employees stated that she was out at lunch.  I worked with one employee, Paula, to find a phone that would work for me, though I was extremely disappointed that I was not allowed to get the iPhone.  We finally settled on the Galaxy SIII. 
    When I went to purchase my new phone, Paula set me up with another employee, Dionne, for check out.  Dionne lacked any sort of professionalism.  She had multiple facial piercings and was dressed in a totally inappropriate manner for her job.  During our interaction, she got up and wandered around to talk to other people on several occasions without saying a word to me.  I asked her to move all of my pictures and contacts from my old phone to my new phone because I was unclear how to do that myself.  She told me that she had done so.  I also asked her to remove everything from my old phone at the end of the process so as to make sure all of my personal information was cleared off.  To this day, I am not confident Dionne even heard half of what I had asked her to do because she was getting up so frequently.  After making an approximately $150 purchase (phone, case, and charger), I thanked Dionne and Ms. L, who had finally emerged from the back room, and departed the store.
    When I arrived home that evening, I found that I was missing approximately half of my contacts and over 150 of my pictures.  Dionne had neglected to transfer everything the right away.  I called Ms. L on the personnel number she had provided me and explained that I was distraught over the loss of my pictures and asked her how that could have happened.  (I lost numerous pictures from my military deployments, travel, and of my friends that I will never be able to get back).  I also lost numerous contact numbers that I will never be able to get back.  Ms. L apologized on behalf of her employee, Dionne, and stated that my pictures must not have been backed up to the SD card when the transfer occurred.  I asked her why Dionne had not checked on that because not all clients are technically savvy enough to know how to do that.  Ms. L again apologized for Dionne’s neglect and incompetence, stating that she planned to “write her up.”  Ms. L asked me to call her back the following day so that she could see if anything could be done about retrieving my pictures. 
    On Thursday August 15, I called Ms. L back as she had requested around approximately 5:00PM.  Instead of answering the phone herself, she immediately placed Dionne on the phone.  Dionne began rambling about how it was not her fault that my pictures were missing and that I should have known how to use my phone well enough to understand how an SD card worked.  When I attempted to interject, she said “Hold on,” set the phone down, and placed me on hold for approximately 3 minutes.  Ms. L then picked up the phone and began shouting at me.  She stated, “What more do you want from me?...I already got you a new phone, which I should not have done…You are ungrateful…”  I stated that I was not seeking anything further, other than I could not understand how Ms. L would let an employee act so inappropriately (particularly in reference to Dionne and how she had gotten up multiple times while I was trying to purchase my phone).  I told her that I held Dionne totally responsible for the loss of my pictures and contacts because she did not take the time to ensure my pictures and contacts were backed up and she left the desk to talk to other people frequently during my purchase.  Ms. L then stated, “Well, when other customers enter the store, we have to greet them.”  I stated that I understood that, but that I was making a significant purchase and believe that I warranted attention as well.  To that, Ms. L stated, “Well it’s not like you were buying a $600 phone outright, so that didn’t exactly make you my best customer.”  When I attempted to respond to her, Ms. L stated, “You were rude and I put up with your **** the first time you were in the store with your old phone, but I’m not going to put up with you now.  I hope sincerely that your phone works, so that I never have to see you again.”  I told her I hoped my phone worked as well and said goodbye.
    Immediately after my final interaction with Ms. L on August 15, 2013, I called the Verizon customer service line where I spoke with Anthony.  Anthony and I talked at length about my experience and the sheer unprofessionalism displayed by the employees of the store (demeanor, language, and appearance).  He helped me to file an official report against the store.  I spent approximately an hour on the phone with Anthony.  At the end of our conversation, Anthony and I set up a 3:30 PM (EST) follow-up phone call for Monday August 19, 2013 to follow-up on the situation.  It is now Thursday August 22, 2013, and I have yet to receive a follow-up call from Anthony or anyone at Verizon.
    I am disgusted by the all-around unprofessionalism, inappropriate language and tone displayed by the employees of the Verizon Wireless at Fashion Centre store, and the lack of care displayed for the customer by Verizon on the whole.  My family and I have been customers of Verizon for years.  As a military member, I have been taught that ethics, professionalism and respect are of the utmost value.  Not only were none of those values displayed in a positive way during my recent interactions with Verizon, but I am now literally afraid to enter the Verizon Wireless at Fashion Centre store for fear of another negative encounter with Ms. L (the manager) or Dionne.  I am truly disturbed that even after making a report like this to Verizon, I have received no follow-up as was promised.  I have been treated poorly, demeaned, degraded, and made to feel valueless to a company that my family and I have loyally supported for many years.  To add insult to injury, I didn’t even get the phone I actually wanted!  At this point, I can say with certainty that I will be shopping around for another cell phone provider in the future and recommending to my family members and friends that they do the same.
    << Post edited to remove full name, profanity, and to comply with Verizon Wireless Terms of Service >>
    Message was edited by: Verizon Moderator

       I tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up.  I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.

  • Can I complain about the Customer Service here?

    I just had a very measured conversation with the Service Repair people, but there were a few things that struck me as utterly ridiculous.  So if Lenovo is interested in understanding the customer perspective, I thought it would be a good idea to share.
    I bought a IdeaPad s10-3 netbook a little under a year ago.  I did extensive shopping around to find a machine that was not only a good deal, but that would be more than the piece of crap netbook that my sister has (she has an HP).  I liked the s10-3, and despite the Lenovo reputation for bad customer service and questionable quality for their non-Thinkpads, I bought it.
    I absolutely loved it for the 9+ months that I had it.  It was good to surf the internet and write e-mails, it had an excellent battery life, it was very portable, and it could handle Microsoft Office.  Apparently I loved it to much.  I took it too many places.  Because despite placing it in a memory foam carrying case when I took it around, I found that the cover (basically the screen) was misaligned when I closed it.  One of the plastic hinge covers had broke. 
    The plastic had broken off the bezel and it was no wonder that the stresses was centered on that piece - there wasn't much else holding the hinge in place.  Once that plastic was gone other plastic parts started to snap out of place.
    "Okay," I thought," this netbook was fairly cheap, I guess eventually the plastics had to fail."  I just thought that less than a year was a pretty short lifetime.  I remembered that the warranty covered a year, so I sought to find out if it would be covered and how I could get it fixed.  I thought about just gluing the piece back to the bezel and snapping everything back in place.  But hey, if it was still under warranty, why not get it professionally fixed?
    The first time I called the Support Center, the technician couldn't find my warranty because his system was down.  He asked me to see if there was another Serial Number, which there wasn't.  He told me he would call me back with the system was up again.  He did not.
    I called again, armed with the necessary information: Serial Number, Model, Type, Product ID, anything that identified my machine.  This time, the technician was able to get my information and I explained the problem.  I told him I thought the machine was still under warranty and he told me to send it in.  I asked if I could just take it into a local Service Center but he said, no, it had to be sent to their center in Texas.  He said they would take care of everything, unless they found that it was the product of abnormal use (i.e. I took a hammer to it).
    I sent it in (for ~$20). So, done deal, I thought.
    Nope, I got a call a week later.  Apparently the hinge is not covered by the warranty.  Only hardware is covered.  So Lenovo doesn't have to replace or repair the cheap, superficial plastic outsides, but just the expensive, important insides.  I had thought that this might be a possibility (despite the fact that the technician said that the warranty covered it), but the part I want replaced was plastic, so how expensive could it be?
    Apparently, as much as the machine.  Seriously.  They wanted to charge me $300 to replace the bezel.  I asked if it was that expensive because the LCD screen needed to be replaced.  Nope, just the plastic parts.  As a customer, it's ridiculous to pay that much to replace superficial, cheap parts.  So I told them I wouldn't pay and that they should just send the machine back to me.
    I also told them to make sure that they send back the plastic hinge so that I could repair it myself (super glue ftw!).  The technician on the phone with me couldn't (or wouldn't) guarantee that they would send the hinge back.  She kept asking if I sent it with the machine (I did, and I mentioned so in the letter I sent with the machine) and that she didn't know if the technician working on my machine had kept it.  I explained why I wanted the hinge back and asked if there was anything that she could do for me if they didn't send it back.  She stammered.  I understood that she couldn't personally make sure that the hinge would be in the box with my machine.  But really, couldn't she do anything to help me?
    So instead of simply gluing the piece back and having a working (with less structural integrity) netbook, I'm already out $20, plus the time it took to call the Center and package and ship the machine, and I might not even be able to repair it myself!
    I would have been infinitely better off if I had decided to trust Lenovo's Customer Service reputation and fix it myself.  Or if I was simply told in the first place "Lenovo's warranty doesn't cover that."
    Let's hope that my brand-new ThinkPad t420s never has to get serviced.  Or maybe next time I should just get a MacBook.
    Case Number WN378375

    Well that settled it.  I WILL NO LONGER BE BUYING LENOVO.  My dad disapproved of me buying Lenovo over (what he perceived as) superior quality American products, and I disagreed - but not anymore.  Some of Lenovo's policies are seriously idiotic.
    I just got off the phone with their Repair Center/Customer Service line.  I asked for his supervisor, since I was sure that the Support Rep. couldn't do anything for me.  After a delay, I finally got to explain why I was calling and ask if there is anything that he could do for me.  I told him that a customer has a reasonable expectation that sending in a machine should make the situation better, not worse. He kept saying "Unfortunately, we cannot give out free repairs..."  But I wasn't asking for a free repair.  I just wanted SOMETHING, ANYTHING other than a pat on the back and a "So sorry, pal" kind of attitude from a company that just screwed up.  He said that the only "concession" he could give me was for free shipping of the machine.  I asked what he meant, since I had already received the machine back.  He explained that if I wanted to send the machine back to get it repaired, and pay the repair fee, Lenovo would pay for the shipping. 
    Seriously.
    Lenovo's "concession" was to ship back the machine so I could pay for the service that I didn't want to pay for in the first place.
    He couldn't offer me anything else.  I asked if they could send me the missing part  I meant a replacement part, but he thought I meant the broken piece I had sent in.  He went on to explain that any broken pieces are automatically put in the trash as "scrap."  Okay, makes sense that broken parts are useless if they're going to be replaced anyways.  Except that mine wasn't.  And it is reasonable to assume that some customers will be unwilling to pay for the repairs once they are quoted.  You don't see car body shops throwing out bent fenders before their owners give the OK to do the repairs.  It's just a stupid, stupid policy.  And I said as much.  I felt a bit bad for the guy listening to me, because he has no power over Lenovo's policies. 
    He put me on hold and tried to see if he could send me a replacement part.  But nope, apparently the bezel is connected to the LCD cover (even though you can see a break in the plastic and my bezel snaps out of place from the cover) and he can't send me that entire set. 
    I asked if there was anything else he could do for me to placate my anger.  You know, usually a company has some sort of policy to make a customer happier when there is a situation that they can't remedy.  Like when I was flying Alaska Airlines for a 1hr flight and it was delayed 3+ hrs because there was a problem with the door - their customer service team gave me a $150 voucher.  It doesn't take back the 3hrs I spent angry in an airport, but it makes me feel a little bit better about their company and how they value their customers.  The poor guy couldn't do any of that for me.
    So I just told him, if he ever had the chance to pass along these words to the higher ups, that the "resolution" to my situation was completely unacceptable.  That Lenovo's warranty should be more specific that it only covers the electrical hardware, and that I was led to believe that my problem fell under the warranty.  But more importantly, Lenovo's policies were not customer-friendly, and that they had lost a customer.
    Put simply, Lenovo's customer service should nurture and grow a loyal customer base.  It has done the exact opposite on me. 
    It just seems like Lenovo doesn't care about the ordinary customer.

  • Customer Service/Care, Really?

    On February 13,2014, I bought my son an Apple 5c phone and had no problems with it at.   On June 20,2014, my son went to a basketball camp and came back to the dorms to find his phone smashed to pieces.  When he got home, I said don't worry I will just file a claim with our insurance ,Asurion.  Well, this is where the problem began.  First, I bought the phone by using another line's available upgrade time for my son's line and the insurance Asurion was to automatically transfer to the new phone.  Guess what, it did not! I have been going round and round with customer service/care both on Verison side and Asurions side just to simple file a claim to replace a phone.  I have spent countless hours on the phone and even gotten in the car and driven to the store I bought the phone at to settle. 
    1- Store manager says- Verizon has a glitch in the system with this
    2-Customer care supervisor says- Yes Verizon's vault
    3-  Customer care should send me a new phone and save my time as a customer - and then investigate what happen with why insurance was dropped when a new phone was bought and change the system so this "Glitch" does not happen again!!
    No this is not what happens, I get to talk to every service representative, supervisor, and manager on the floor at the time.  Can I have their full name, No it is against company policy .  What does this mean? I get a new person every time I call and have to explain myself every time I get pasted on and on and on and on and on. So what does my frustration look like? I want to put all 5 of my phones, bills, and anything else associated with Verizon in a box with dog poop and send it to the CEO and see how he/she feels about being handed a pile of poop!  I am a loyal customer been with Verizon for at least 10 years or maybe even longer. I left sprint for this reason and I am about at that same point with you VERIZON!  Why is it my problem that you dropped the ball?  I should not be punished to figure out what happened.  I should be given a replacement phone and sent on my way, then the case given to the correct department to figure out where the ball was dropped and how to fix it from happening again.  To rub salt in the cut, I am not offered any type of compensation for all the time, aggravation, or frankly non-listening workers!

    What would you like to know...
    >>removed<<
    phone-Apple 5c yellow 16gb
    bought-Feb13
    Asurion- dropped coverage on 19th don't know why was suppose to transfer insurance I said I wanted to keep and not go with the new program insurance through Verizon
    Mrs. Tennessee ....said yes Verizon was wrong and will
    replace the phone but I have to pay the deductible.  Gave me a Order number and location, and I would get a call on Monday for shipping number to track.
    Monday- No phone...No call
    Tuesday-NO phone...No call
    Wednesday-No Phone..No call
    Thursday- I can get the run around with departments again....Ask for supervisor again
    And was told by the rep Avril to go to the store where I bought it to do an in house insurance claim and exchange the phone.  I get there and the place is closed at 7...(7:30)  system show it is open till 9
    different  Rep bc Avril had a personal day because of something with her sister.  Get Queentisha and go in circles again about the insurance thing again!!!! and again!!!
    At this point...Everyone knows that it is Verizon's glitch that causes the problem but NO one wants to take responsibility in sending me a new phone, that I am happy to pay the deductible for, and finding out on company time (which they pay you to do) not my time which I don't get paid to do to figure out what went wrong with the insurance paperwork....  I , the customer, am being punished for something VERIZON'S GLITCH caused!  Customer service/care does just that problem is identified to be companies and then customer is taken care of and sent on their way, and then company does an investigation to figure out a solution.
    >>Personal information removed to comply with the Verizon Wireless Terms of Service<<
    Edited by:  Verizon Moderator

  • Customer Service Problems

    After fighting with Verizon customer service over two service issues without any possibility of resolution I am canceling my account. 
    I’m doing this reluctantly because as a long-term shareholder of Verizon I would like to see the company succeed and keep profitable.  Yet I am appalled by the cavalier, disrespectful, obstructionist treatment from your staff in dealing with customer service problems.  When you were just the telephone company and operated as a monopoly in a regulated industry, you had to take customer issues seriously.   Now that you are an unregulated telecommunications giant it seems that you don’t feel the need to respond to your customers.  Someone in your company needs to hear this and put a stop to these destructive business practices. 
    In brief, the first issue involved arranging a service call for interruption of internet service.  The entire process kept me on the phone for a total of 3 hours over several days.  I have given up my land line and use a cell phone exclusively.  Verizon’s communication systems and staffing levels caused me to wait on hold for 10-15 for each person that I spoke to. Then each conversation averaged 10 minutes.   In addition, I was transferred to different departments but  I did not understand the reason for the transfers.  Then the pattern of hold-talk-transfer began again.  Several times my calls were dropped necessitating more repeats of the hold-talk-transfer pattern.  Some of your staff were South Asian and they either garbled or misunderstood English, thus prolonging the conversation beyond the average of 10 minutes.    During that time I incurred cell phone charges of $.45/ minute.   
    After the service was restored I called Verizon customer service and asked for a service credit to compensate me for those out-of-pocket expenses over and above 30 minutes which I consider to be a reasonable amount of time to arrange a service call.  They denied any responsibility for the amount of time it took to arrange the service call or the amount of time to complain about their service.  I was not happy with the outcome so I requested to speak with someone who was a decision maker and had authority to negotiate a settlement.  I also asked to have them communicate with me through email.  I was told that communicating through email was not possible.  These calls followed the same pattern of hold-talk-transfer averaging 30 minutes each.  I repeated myself to 3 or 4 people who wrote down my complaint before I got to a manager who had decision making authority.  The manager denied any responsibility for the amount of time it took to arrange the service call and would not authorize a service credit.  
    The second issue involved billing.  I signed up for auto-pay to have my monthly bill deducted directly from my bank account.  Verizon’s computer system deducted the bill twice, overdrawing my account.  I incurred a bank overcharge fee.   The same pattern of hold-talk-transfer began for this complaint as well.  The customer service staff refused to take responsibility for this error as well.  Their solution required me to spend more time and incur extra expenses.  I had to repeat myself to 3 or 4 complaint takers before I reached the same manager who denied my first request.  He denied any responsibility for this billing problem too.    I had to have my bank retrieve the money under a fraud compliant.
    Verizon is one of the largest *communications* corporations in the world.  If your internal systems can't handle customer service calls in a reasonable amount of time, then there is a problem.  If your customer service staff is unwilling to take responsibility for such inadequacies and solve the issues that emerge from them, then there is a problem.  If a customer has to contact the CEO of the company to try to resolve two service related issues, then there is a problem.  When all of those actions prove inadequate, then there is a *communications* problem.
    Customer service has flagged my account and put me down as a “problem” customer.  Instead of offering even a token settlement, they are prepared to stonewall me by maintaining that the company is just not at fault and that they tried to solve the problems but I wouldn’t cooperate or accept their solutions.   Early on in the process, if someone told me that Verizon messed up just a little, but still couldn’t compensate me, I would have accepted that, albeit reluctantly, and dropped the matter.
    This is not the way I do business and I resent it when others don’t feel the need to honor any kind of code.  I grew up working in my family’s retail liquor store.  From the time I was a kid I learned four customer service lessons that I’ve carried over into my adult life:
    Admit when you are wrong and try to make up for the mistake.
    Never argue with a customer over small things.
    Listen to the compliant and don’t just dismiss it out-of-hand
    Try to make things right even though you may not be directly responsible for problem.
    For my two problems, Verizon customer service staff didn’t even come close to following these common sense rules.   I’ve learned that if you ask their customer service people they will repeat back to you some type of business code that they say they operate under.  But their behavior tells a different story.
    Unfortunately when I spoke with {edited for privacy} of the Executive Presidential Appeals office, I was taken somewhat aback by his manner and demeanor, which was coarse and inappropriate for a customer service discussion, and which I found personally offensive.  He and members of his staff agreed to send me emails specifying which part of the Terms of Service they based their decisions on.  To date I have not received the communications they promised.
    Is this the image of your company that you want the public to see? Are you willing to just shrug off these complaints as an isolated case that is too small to concern yourself about?  I’m afraid the answer will be yes.  Not only do you feel that you are too big to fail, but you are too big to care.   Customer service means solving problems not manufacturing bad will and resentment.  
    My purpose in writing this note has been twofold: to make one last effort to solve my problem and to hope that someone will take note about the issues about customer service practices that are harmful to the company. I'd be happy to speak with someone with real authority to deal
    with my issues but have no interest in repeating my past experiences.
    It's too bad that this had to happen since the solution could have been so easy and simple.
    I plan to publish some form of this letter and distribute it to the public. 
    Solved!
    Go to Solution.

    Therefore, I request to please clear this unacceptable due balance, and contact Experian to removed and clarified the mistake in my credit report. 
    RE:  Cancellation fee charged on internet DSL service charged by mistake. {edited for privacy}
    A $65 balance remain for a cancellation fee on internet DSL service, by Verizon New York mistake.
    In February of 2010, I set up my phone and TV in a vacation plan but keep my internet service active. After a month I had a vacation plan, suddenly without notification, my internet service was suspended and a cancellation fee was issued.
    My final statement was $ 24.47. I cleared a check from Verizon.
    I contacted Verizon online to request connect my internet service and discuss the issue on the cancellation fee. The response was that I should pay the internet cancellation fee, and paid a new activation.
    After fighting with Verizon customer service over the unacceptable fee charge service issue without any possibility of resolution I cancel my home phone which was in a vacation plan. 
     Later I kept receiving the statement with this cancellation fee every month. I called and discussed the issue more than 6 times during the next 6 months, The entire process kept me on the phone for a total of 2 hours over several months. The costumer representatives responded that the issue was in an investigation.
    Later,  a Collector company start chasing me to get the $65 paid. Phone number: {edited for privacy}, Inclusive, they made an offer to reduce the amount if I accept to pay or contact Verizon to request a clarification.
    By the end of the year, I contacted Verizon costumer services one more time but the representative stated that the account is not visible anymore.
    Convinced that the problem on this account was resolved, the second week of November, I called Verizon to reestablish my account with a new home phone number and Internet DSL connection.
    The answer was that  following Verizon policy I was unable to get a new account if a balance remain.
    After I explained the events, a manager (non-identified) who spoke to me by phone told me that Verizon will investigate the issue and I should wait for approval.
    On November 16, my account was confirmed approved and clear of debt, therefore, Verizon welcome me back with Home phone and internet DSL Service and confirmation on my online registration.
    New number:{edited for privacy} ; Email:{edited for privacy}
    Also, during the months of January and February 2010, Verizon New York, made other charges mistakes in my account (See details below) that have been resolved with an apologize and a refund.
    Events that prove the lack of training and support Verizon customer and billing service have.
    Chronology of the emails exchanged between Verizon Ecenter and myself after I requested investigation with the charges.
    01/10/10   I have contacted Verizon customer support regarding of a mistake in my internet service statement.Tracking # 430824. Reference: Duplicate charges for Internet Security suites service.
    1/12/10 Verizon eCenter responded. Angela. ' Apologized for the inconvenience. 'The cancellation and credit will appear on the next bill'.
    2/08/10 Verizon eCenter responded. Cheniqua. 'I have issued a credit of $6.52 for a Verizon internet security suite charges'; your internet charges
    2/04/10 I have contacted Verizon customer support in regard of clarification in my Direct TV  statement.
    Tracking # {edited for privacy}. Reference: Balance from Direct TV due to my recently requesting vacation plan.
    2/06/10 Verizon eCenter responded (John) Verizon Bill statement: February 26 = $6,73 paid
    2/06/10 I have contacted Verizon customer support in regard of a mistake in my home phone statement.
    Reference: By mistake, international fee in my home phone (inactive line/vacation plan) was charged.
    Tracking # {edited for privacy}
    2/08/10 Verizon eCenter responded. (Linnette) 'I apologize for the error'. 
    A credit for the international plan has been applied to your account and will appear on the next statement.'
    2/08/10 Verizon eCenter responded (Cheniqua) 'The regional essential calling plan does not qualify for a discount during vacation suspension. Which prove that my home phone was in a vacation plan.
     2/15/10 I have contacted Verizon customer support in regard of a non-notified, neither requested suddenly suspension on my internet DSL service and charged a cancellation fee for this suspension.
    Tracking # {edited for privacy}
    2/16/10 Verizon eCenter responded (Michael)  I am sorry for the inconvenience you have experienced. 
    Please contact our Consumer Sales and Solutions Center directly at 1-800-Verizon or (800) 837-4966 
    Monday through Friday between 8:00 AM to 6:00 PM Local Time. 
    2/16/10 Verizon eCenter (Sue)  responded : I am sorry for the inconvenience you have experienced. 
    I understand your frustration and concern regarding canceling your internet service in error. In order to provide you with the best customer service, please contact our Consumer DSL Sales and Solutions department directly at (800) 567-6789 and a representative will be happy to assist you.
    I stand on my decision of not pay for someone else mistakes.
    Your actions have damaged my integrity as a good costumer and citizenship.
    Without doubt after this problem get clearly resolved, you will lose this good costumer, get a negative feedback and I am planning to publish this letter at every web forum available.

  • How sales and distribution and customer service are related

    Respected,
      I am sales and distribution consultant but at present I am working on customer service and sales and distribution simultaneously and I use to  face the problems in customer service part of CRM so do they co relate with each other  .

    Hi Avanish,
    Please note Customer Service is a combination of Sales & Distribution and Plant Maintenance. the difference in between them, it is that:-
    1. Plant Maintenance is being done withing a company / plant, so billing is not get generated.
    2. Customer Service is used to external customer, so billing gets done and customers settles the bill.
    Thanks & Regards,
    Rahul Verulkar

  • Customer Service Order

    My client will soon be implementing customer service order and I need to know what are the FI and CO entires related to a creation of a CS order. ....
    eg... I know expenses and materials will be assigned to a cs order.... so will it hit the FI system or will they be managed in CO until the CS order is settled?
    how is WIP calculated for a CS order?
    Thanks

    Hi,
    When you issue goods to service order,
    The inventory gets Dr & Credit, at this time it is not hit to P&L account,
    Once if you make any invoice(Resource related billing), then revenue come, and after order settlement,the revenue which is genrated from this order  & whatever cost like labour cost & cost of components is hit to COPA,(It flow in P&L accounts),
    If you don't want to flow this  cost of goods used for order then
    IW32 (Change service order) >>> Component tab >>> Select component >>> click on genral data >>> Costing relevancy - Make it not relevent for costing.]
    Kapil

  • CUSTOMER SERVICE MODULE-DETAILS

    Dear Guys,
    Presently Iam in PM and my company is expecting project in CS and they want me to handle it.If any of you guys has implemented CS,pl send me the basic details.I appreciate your help in this regard.My mail ID is [email protected]
    Regards
    ISWARI

    Actually CS is used widely in service industries. as far as concerned with SD module, it takes care about the selling of the product. once we sold the product to customer, we need to take care of the service & maintenance of the product. in such a case, customer service comes into picture,
                    It is all abt creating the service order and executing the service order and settlement of that. Also it is closely integrated with PM, CO and PP module.
    the following master datas are important in CS.
    1) customer
    2) Material (service)
    3) Functional location
    4) Equipment
    5) Installment bases
    6) work centres
    7) Pricing conditions
    8) BOM
    Reward if useful.
    Edited by: kaleeswaran bhoopathy on Jan 21, 2008 6:24 PM

  • What happened to Customer Service?

    Background: Daughter has the Samsung Intensity 2 phone but no data plan. She texts constantly and continuously hits the Verizon web browser button by accident. She closes the browser as soon as she is finished with her text if not immediately. 
    Problem: The monthly bills roll in with HUGE data usage fees ($250 the first month) so we thought she was living on Facebook and every other website out there.  Called Customer Service but gave up after 15 minutes on hold.  We went to the store but they could not tell us what websites she visited.  We grounded her and threatened to take the phone away if she posted to Facebook again but the next month - same thing.  Slightly lower over the next 2 months.  Again went to the store - still no help - "Add a data plan to solve the issue!"  Finally frustrated beyond belief - called the number and waited on hold.  Meanwhile, went onto the website and found where you could easily block all web access from the phone. Also found the other complaints about the layout of the buttons on the Intensity 2 (epiphany and guilt over the groundings and yelling at the daughter each time the bill arrived.) WOW - that would have been nice to know $500 ago!  Also foudn the link to the FCC announcement about the 2012 settlement for mystery data usage charges that were suppsed to be fixed.  Really ****** now, I was determined to wait until I got a real person (only 5 more minutes this time.)  I explained the multiple visits to the store trying to get to the bottom of the usage issue with no help and the complete lack of documentation available to the person being billed for MB of data anywhere. Nothing that says what sites where visited to create the fee or even how long the connection to the internet lasted.  The Customer Service rep explained that I could access all these really cool tools online to manage the account settings (thanks found that already) but could not do anything about the bill so I asked and she put me on hold (for another 10 minutes) to talk to her Supervisor.  The Customer Service Supervisor was aware of the Data Charge Task force that was ordered to be created in 2010 but it "really doesn't apply in this instance" since she "obviously"  has used a lot of data and we should pay for it.  I asked him if he could tell what websites she visited or for how long to justify the fees - "No but we can tell it is her phone".  No kidding, really?  I am now waiting for his Supervisor to call me back in the next 72 hours.  I can hardly wait.  meanwhile, I have put all that on hold time to use by submitting a complaint with the FCC.  It's really easy to do - www.fcc.gov/consumers.  You can find the settlement announcement there too.
    The Solution:  Find another wireless provider or hope to goodness you never have an issue because you will have to find the solution yourself and will have to pay through the nose until you do. Also may want to bookmark the fcc complaint site since you will be using it often.

    Hi,
    Before you begin, do you have any idea what your account password is?
    I'm not asking you to tell me. I'm just pointing out that getting where you
    want to go on the phone is much easier if you know your password.
    You can always call Verizon and talk to a human. Granted, their website
    doesn't make them easy to find, but here are the telephone numbers:
    *611 from your cell, or 800.922.0204. (I highly recommend that you put these
    numbers in your contacts for future reference.)
    When the first menu system comes up, you want option 4, which is "Other".
    The next step is an automated voice which asks you to "say" what your
    question or problem is.  What you want to say is, "OPERATOR." 
    Next it will ask for your password. If you don't know your password, just
    don't enter ANYTHING.
    The next thing that happens is a human being will actually answer. You can
    explain your problem to them.
    If you have any problems because you don't know your password, go directly
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    I hope this helps.
    Ian

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