When checking my credit card statements this morning I noticed 2 charges from TP so wanted to clarify.
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Michael Tran: Thank you for contacting The Planet, my name is Michael Tran. How may I assist you today? (If you currently have an account with us, please provide your Orbit/ServerCommand login and the answer of your verification question.)
you : Hi
Michael Tran: How may I assist you today?
you : I am just querying a invoice you added to my account on 8/19 for $138.67
you : invoice CCMINVXXXXX
Michael Tran: The amount of $138.67 is the prorated amount for the new server from the 08/19/09-08/27/09.
you : oh right your not billing on the date you got the server any more?
Michael Tran: The server was deployed on the 19th.
you : as you billed me again a few days later
Michael Tran: Your bill date on the account is on 27th of each month.
Michael Tran: Is there anything further I can assist you with?
you : ok, i thought it was on the date you actually got the server
Michael Tran: Once again, thank you for contacting The Planet.
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Cut me off midway through what I was saying, how extreemly rude for someone whos just bought a new server!
TP, you never fail to amaze me, where is the customer service? Oh, sorry I forgot, profit matters more, you got my money who who the hell cares what I think.
Well done Michael Tran, you put me back to square one on what I think of The Planet. Disgusting.
Full Version: Where is the customer service these days?
Seems like too many chats at one time and is rushing.
Kevin always takes up these issues for future improvement and training.
Kevin always takes up these issues for future improvement and training.
I'm not sure what was happening around the time of the chat, but I'd guess there was too much stuff going on at the same time, too. I forwarded this thread to the billing care manager yesterday afternoon, and we are following up to make clear that the way the chat was ended is unacceptable.
I see that the first sign of the server on your account was the order ticket on 8-19, but the welcome email with all of the server's information wasn't sent until 8-20. I understand your question about why you were billed on the 19th instead of the 20th for the prorated amount, and I'm asking around to figure out if that was accidental or intentional.
I see that the first sign of the server on your account was the order ticket on 8-19, but the welcome email with all of the server's information wasn't sent until 8-20. I understand your question about why you were billed on the 19th instead of the 20th for the prorated amount, and I'm asking around to figure out if that was accidental or intentional.
Update on the charge side, you shouldn't have been charged until the server was provisioned, so we've created a ticket (6005910PLNT) to issue a service credit for the unused time. 
Thanks for looking into this Kevin. I took it for granted that the info re the billing schedule was correct from Michael but its good to know that an error has now been discovered and refunded.
Kinda annoys me though he didn't take the time to check that more accurately, but thank you for feeding back to them about it.
Kinda annoys me though he didn't take the time to check that more accurately, but thank you for feeding back to them about it.
QUOTE (Kevin Hazard @ Sep 8 2009, 01:23 PM) 
I'm not sure what was happening around the time of the chat, but I'd guess there was too much stuff going on at the same time, too. I forwarded this thread to the billing care manager yesterday afternoon, and we are following up to make clear that the way the chat was ended is unacceptable.
I see that the first sign of the server on your account was the order ticket on 8-19, but the welcome email with all of the server's information wasn't sent until 8-20. I understand your question about why you were billed on the 19th instead of the 20th for the prorated amount, and I'm asking around to figure out if that was accidental or intentional.
I see that the first sign of the server on your account was the order ticket on 8-19, but the welcome email with all of the server's information wasn't sent until 8-20. I understand your question about why you were billed on the 19th instead of the 20th for the prorated amount, and I'm asking around to figure out if that was accidental or intentional.
Kevin, having a number of years in CS what you just witnessed is called a "hose and close" the CSR reads a script or goes through their speal very quickly and want to confuse you or get you to pause just long enough for them to pass you over to another great CSR person "Mr Dial Tone" in this case it was a chat that ended.
hell, with a few tweaks to "Eliza" a chat can go on for hours in a support chat room and nothing get accomplished.
As for too much stuff going on... the most important person AT a TP call center or chat is the person you are talking to. Unless the building is on fire THEY have your attention, not your surroundings.
Where's the support? Haha, they're all helping me. 
TP support is awesome. 
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