I've been a customer for 10 years. I had a receiver replaced back in April 08 because the prior one was not working properly. When I called, the man told me they would send a newer one at no charge. At no time during the conversation did he say that by accepting this unit I agreed to a two year extension.
Even as I talked to your person about the HD DVR, they didn't say anything about a 2 year extension. At the time I told him that I was getting an HDTV in a few months and was told that your company would upgrade me at no cost to me since I was a 10 year customer. I called, set up an appointment, and the person never showed up. I was told by the man on the phone at the 5000 number that the tech had an accident. My appointment was to be between 12 and 4 PM on 8-22-08. He claimed that they called me. That is untrue.
On 9-02-08 I called and wanted to reset the appointment with a specific time. I wasted four hours waiting for the tech to show up when I could have worked. I lost 370.00. The first lady I talked with today stated that for my loss they offered to take twenty dollars a month off my bill for 6 months. When I tried to set an appointment, the man stated that I would have to wait until Oct. I told him that I would rather get cable than wait.
He informed me that I would be charged a cancellation fee. I stated that I didn't have a contract with you. He stated that once I took the last receiver I agreed to a new 2 year agreement before it was sent. He stated that the tech had to inform me of this or they couldn't send the unit. I told him that in the ten years I've been with this company, the only time I agreed to a contract was when the first one was installed. The tech never once told me I needed to agree to a new contract. I told your man to check the recording if they wanted. I have looked at several old bills, and there is nothing on them claiming I'm under contract.
I've talked to several people who seem to have had a similar experience with techs not showing up. The last man told me today that he doubted that because you have 17 million customers. I'll bet not all of them are happy, and I'm sure that you have lost plenty due to the way they are treated by your office people and the subcontractors you hire. I may only be one customer out of 17 million, and your company probably could not care less how they treated me. I am going to let all my e-mail friends know the treatment I received. I will also check with the State to see how companies like yours can be forced to put the contract time remaining on monthly statement bills, or whether any exists.
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