Unfortunately, yes.....
As Billy Crystal said in 'Analyse That; "It's a process" and while we've got a big team literally working 24x7 on resolving the issues, we can only with real confidence say that we've made solid improvements with each production bill run. You cannot simulate the full run in Dev and clearly you cannot use Prod for testing.
But I'm quietly confident this month will be much better than before.
And the moment we get people their correct bills, on time, give them correct and constant usage information and post invoices on time, there will be little need to call the call center and the long hold times will automatically disappear.
Internally I know we're getting there, but obviously from the outside it does not always look that way.
It is well known (and well understood by management) that exactly these kind of issues have been occurring for a very long time and the processes we started over the last few months were designed to fix the billing and support issues. This mostly revolves around the implementation of the new systems. Unfortunately while we have these stability issues the symptoms look exactly the same as with the old system. But at least once it's stabilised, things will improve drastically.
Besides, the traffic in Fourways is crazy, I could never live there.