1. BigFone Internet Services
   1. WayOutFone Internet Provisioning Group
   2. DessertFone Internet Provisioning Group
   3. Proisp Internet Service Provider
   4. USAFones
2. Call Center DSL Service line
   1. 10-30min to reach human
   2. Place on hold 4-5 times
   3. Service reps also placed on hold, while caller on hold to them
   4. Call back requests
   5. Calls typically take 1-2 hours
   6. Case numbers provided or not, link to case never certain
   7. No tracking relationship between Internet Provisioning groups
   8. Conflicting advice ie:self-install vs technician(competency questioned)
   9. Incorrect order taking
   10. Cumbersome service heirarchy
3. MightyFone Extended DSL Service
   1. Heirarchy of customer relations precludes recognition of problem requiring higher attention even after 20 phone calls and promises of escalation
   2. Advanced solutions subsidiary,within compaint department, not able to take responsibility(contact Terrell Bunker
4. Technical Support Rep
   1. Incorrect information relayed
   2. Unwillingness to bump to higher level ie Operations
   3. Improper entries of phone numbers, customer number etc
   4. Passing the buck ie: registration problem vs technical problem
5. Circumventing the Hierarchy
   1. email to Public Service Commission(PSC)
   2. Copy of notes to marketing staff
   3. threat to write to better business bureau
   4. Letter to BigFone Chairman and CEO, noting problem and offer to use this fiasco as a case study in Executive MBA Classes
   5. Chat with President of BigFone Internet Services
   6. Copy ofBigFone letter to CEO of MightyFone
6. Continued problems after service achieved
   1. Duplicate Billing
   2. Offer from marketing to subscribe to that which already installed
   3. Threatening Collection Letters
   4. Erroneous charges and credits
7. Executive MBA Classroom Meeting
   1. BigFone Operation Manager,President,customer services manager and external PR consultant speak to class in closed session as promised