Approximately last November I signed a contract with Peoplepc.com agreeing to pay for DSL service for 24 months. I fully intended on keeping this service for some time as I'd been happy with their dial up service. On February 26th my DSL service quit working. It worked fine that Tuesday morning and upon coming home that night, it was offline.
My account was current so I called tech support and worked with the techs even though he was very difficult to understand at times because of accent issues. He was unable to resolve my problem and I was told to call back at a later time I believe and given a 'trouble ticket number' and wished a goodnight.
In the next week that followed I called every day and attempted to correct the issue with the service. The techs that I talked to told me they would check on something and call me back in about 30-60 minutes. I never received a phone call in return, even after furnishing my personal cell phone number.
In my attempt to contact tech support I have waited on hold for an hour one night and never reached them. The next night I waited for 20 minutes and the night after that I was transfered from customer service to tech support again and was on hold for 40 minutes.
I've never once been rude to their customer service but found that they seem to read from a script and do not listen to my complaints other than to state every break 'I understand your concern'.
I informed them that I'm paying for a service that is not being provided and would like released from my contract. They then informed me that since I'm asking to be released from my contract I would incure the early termination fee of $145.00. PeoplePC is billing me for a service they are not providing.
I have determined that the error is not on my end of the wire after following all instructions from tech support to a 'T', asking associates that work as tech support for other companies and also doing a complete system restore to a point when my DSL did work, all at my own expense.
I have upheld my end of the contract by paying my bills, but still I continue to have no service and Peoplepc refuses to dissolve a contract that they obviously cannot deliver on.
I have now filed a complaint with the Better Business Bureau regarding Peoplepc. All I wish, is to be able to return the modem and have my contract dissolved due to noncompliance.
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