Unnamed Administration sources reported that Barry Shein said:
So today the BA person on the ticket tries to reassure me by saying
how THEY TOLD HIM TO JUST TELL US IT'S OUR EQUIPMENT AND CLOSE THIS
TICKET!
BS got caught doing this in Florida. There, the PSC gets a tally of
how many tickets are open >24H, and BS must pay a refund to the sub.
Turns out BS had a widespread unwritten policy of ticket-kicking
at 23H 59M....went on for years...
When I last heard (YEARS ago), the State AG was talking RICO the
dollars were so large...
In General: You can do your part. WRITE A REPORT LETTER to
your PSC. KEEP WRITING. Sure, depending on the state, it may
be the PSC is a business unit of the RBOC, & nothing happens;
but the letters are still public records. Someday maybe a new
politician needs an issue; or someone sues, or....
In the UK (OK I know this isn't North America... yet) BT love FNF
- "Fault Not Found". It is the stuff of urban legend how many POTS
and ISDN lines (both BRI and PRI) come back to life after a call to
the faults line and when queried for the final problem report the
ticket was closed with FNF.
The regulator in the UK has no inclination and no teeth, so please
consider the FCC and the other bodies in the US to be very customer
focused in comparison. Lucky people.
Regards,
Date: Thu, 25 Nov 1999 11:22:04 +0000
From: Peter Galbavy <Peter.Galbavy@knowledge.com>
[...]
In the UK (OK I know this isn't North America... yet) BT love FNF
- "Fault Not Found". It is the stuff of urban legend how many POTS
and ISDN lines (both BRI and PRI) come back to life after a call to
the faults line and when queried for the final problem report the
ticket was closed with FNF.
[...]
It's called "cleared while testing" in the States...
-tjs
Or NTF, No Trouble Found.
The usual trick is to call you and tell you to start using some new
ticket number, of course most people just say thank you and note the
new ticket number.
What really happened was they just closed it before the magic 24 hour
mark and opened a new one.
I'm amazed they get away with such simple stuff.
I'm amazed this lousy ISDN ticket has been open since 11/16 (the
status now is "hold until customer contacted"), both that it hasn't
just been fixed AND they haven't used some trick, yet, to just close
it.