BellSouth Complaint - Service Call Fee - Billing Competetive Local Exchange Carriers (CLEC)
ST AUGUSTINE, FLORIDA -- If you compete with the big boys, you get hurt in the end.
IF you have telephone service with another company besides Bellsouth, Bell agrees that they will maintain the phone line up to the customer NID (Network Interface Devise - aka Dmarc). Now if you call your provider and complain about noise on the line for example, then that company in turn calls BS services for a fast line test. 9 times out of ten they will say the issue is INSIDE the home and that the CLEC must send out a tech to get it fixed or the customer must hire a 3rd party to fix the issue if the CLEC does not provide that service.
Guess what happens when that 3rd part goes out there or the CLEC's tech gets to that customers home? THe issue is on teh Bell side, and the process must start again from the beginning. THis time, you have ammo and tell the BS rep that you have tested the customers lines and alls well there. THen up to 24 hours later (normally within 18 hours), a Bell tech will arrive and the issue suddenly goes away.
So what happenes to the CLEC who has to pay the tech to go out there or the customer who had to pay a 3rd party tech to find out there was no inside issue? Well, they are out of luck it seems.
However, the same is not true for Bellsouth. IF a Bellsouth tech heads out to a home and the issue is not on the bell side, you get hit with a $80.00 fee.
CLEC's and homeowners cannot return the favor however when Bell pulls the same stunt.
True Story: I work for a CLEC, my home phone is with my workplace of course and one day I had static on the line. I check at the NID of course and hear static there, so we call it in the BS. While I am away a Tech comes to my home, then leaves a note saying "Problem on the inside". I check the NID when I get home and it's clear. Fine, great. A common stealth fix, or the static was possibly caused by other means on the Bell end.
Since I work for my phone company I get to peek at the bills BS sends (this will be a different rant entirely) us. Lo and behold, there is an $80.00 fee for line service on my line. Seems that the Tech decided I wasted his time and charged not me, but the CLEC. We are fighting this of course, yeah, its only $80.00 but just how many of these similar issues are there? SO I am starting to dig around ...
What it boils down too is this: If Bell visits a customer and there are not needed, they are charged $80.00. Fine. No probs with that - the techs time is worth something right? Now if Bell says its not on thier end and you go around checking and sure enough, it is their fault. Yo cannot Bill Bell back for the same thing they Bill you for.
Rather one sided if you ask me.
Then again, being a monopoly must be nice.