My community decided to go with Primecast & the transition began November. It has been one year and we still have problems, billing is still incorrect & a complete mess, television service is terrible (it is out of service more than working), internet speeds are well below the level you are paying for. Customer service is absolutely horrendous. Billing errors are common and efforts to correct them go largely ignored. Call center personnel argue with customers that the problem is the customer's without doing any testing, research or analysis. Troubles go for months or possibly years without resolution.
Any time you call CS when having trouble they have you re-boot the box (s) sometimes more than once, when that does not work after spednig 45 min to an hour on the phone doing this they tell you a technician needs to come to your home. Of course the tech appointment will be in 3-5 days & the window of time has varied 3 hour window to the ever popular 12 hour window (my favorite the tech will be there between 8AM and 8PM, will he call first, yes of course he will call when he is 5 min away). Then they fail to keep most appointments anyway - or they keep the appointment but by that time the problem resolved itself (since it was a system outage). My favorite is the tech arrives & changes the splitter & connectors every time they come. They have been to my home 17 times in 12 months, each & every time they change the connectors & splitter - Really as if it will correct the problem THIS time!
They install faulty outdated cable boxes, they improperly install equipment, they damage homes, they keep incorrect billing information that always benefits Primecast. They promise prompt customer service via sales representatives & fail to deliver. The sales people have consultants who get kick backs for recommending Primecast to HOA's, the consultants & Primecast Sales People promise they will re-wire the homes which have outdated cable wiring, they set a bulk rate price & then the individual owner prices, they tell you of a smooth transition. What a joke, 2 months after the switch over we received our 1st price increase notice, we have received price increase notices every 3 months since we started with Primecast. My original price should have been $80/month comparable to my prev provider, now 12 months later my bills have crept up to $140/month but I still have the same (crappy) services/extras.
I cancelled service & asked how to return the box/equipement. They sent a tech (with a 12 hour window) tech arrived & ONLY took the white router box he explained they do not take the set-top boxes? I called again & CS rep gave me phone # for DirecTV & my acct nbr so I can return the box to them. I called DirecTV 5 times and each time was told they were sending me the package for returns but I never received anything. I finally escalated this at DirecTV and it was explained to me the equipment Primecast installs was outdated boxes they bought at some bulk price. DirecTV Does not want these boxes back as they are not really DirecTV boxes and do not work properly with DirecTV. That explains a lot of why my service was so terrible.
If you are a board member of an HOA considering Primecast, or a resident of a community considering Primecast, RUN as fast as you can & FIRE the consultant who is recommending Primecast as they will be the only one to profit.
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