BruceW said:
lol, I think this post looks a lot harsher than you meant, D H.
DH is right, if more people were capable of proofreading, or able to see obvious mistakes, they wouldn't have so many problems. Sorry to relay more of my experiences, but due to the fact that I was known for my very annoying ability to "see the obvious", I was tasked with saving accounts that no one could fix. One was a large company that had not been getting the "rats" they were promised (all contracts were custom). This had been going on for almost three years and they had sent notice of lawsuit if we didn't give them a huge sum of money, which they calculated we owed them. Every month their contract codes would disappear from their account, causing huge over billing, they would complain to their account team which would request the billing department to issue manual credits and order that the contract codes be re-added. The company was on their fourth account team when they advised of the lawsuit.
I was given a copy of the contract, and I looked into the billing system and sure enough, the contract codes kept disappearing. So I accessed the contract system and the contract had been accepted by legal and uploaded to the viewing system, but had never been loaded into the billing system, so to the billing system, the contract didn't exist, which was why the computer kept removing the manually added codes.
This took me all of 30 minutes from the time I was handed the file. I made some calls and got the contract into the system. I then noticed that there were tons of credits added each month that seemed wrong. Sure enough, the account teams didn't understand the contract terms (in their defense, they were very complicated) and had actually given the customer too many credits over the years, the customer owed *US* money.
On the conference call with the CFO of that company to go over my findings, he actually broke into tears, his company was facing bankruptcy and this could cause him to lose his job, we were talking about a LOT of money. It didn't go well, they did end up in bankruptcy (not our fault). I was teased for a long time "you made a customer cry".