Had a cable modem installed in my computer July29,1999 by ISP Channel Inc. This was a one way operating unit, that is download direction only. This was an internal modem mfg by 3Com. Trouble began JUly 30 & has continued since, almost every day, & many times several hours lapsed before I could get tech help. They furnished an 888 number to call for help, but most often that line was busy or no tech available, then leaving my name & no to call me back —but they never do call back, with 3 exceptions.
I would also send them e-mail outlining problems, as well as complaints about the terrible service, & no service but; they never - ever - returned calls nor answered my e-mail.
Five and one half months, Aug, Sept, Oct, Nov, Dec, half of Jan. I did not have operating service to the internet form a large portion of many days per week.
The problems consisted of busy signals, plain failure or connect, ISP system losing my user name & password, and endless & frequent disconnects from the internet.
Sept 15 I placed a call to Jonathon Marx Sr VP Cust Relations but only got answering machine. I left a msg re unending trouble & to take out their cable modem or make it work correctly.instead a call came from Larry MacDonald Tech Servic Mgr who sent a tech from Computer Doc shop here in Kingman to my home. This tech blamed all problems on my equipment & l that I needed new processor, mother board, and additional RAM. They took my computer to their shop, stripped the c drive (lost all my bookmarks, e-mail, software, for which they din't even say " sorry") and charged additional for the strip job. After above new parts were put in, Igot my unit home, connecteed but failed to even run., Took it back, after they " installed Printer drivers from discs, & charged again for their own mistake.
Total charges by Computer Doc:
Strip "c" drive &$50.00
Add new processor, mother bd, 32 meg RAM — Labor&$374.58
Next day —return to shop —" install Printer drivers" — $15.00
The above expense & changes didnot improve the function of their cable modem!!!
Sept 16—I reached Larry McDonald via phone, filed a verbal complaint re above repairs & no improvement in operation. He offered to under write some of the expense I had incurred by their direction to Computer Doc. He promised me faithfully he would consult w / ISP Inc people & get back to me BY NOON FRI SEPT 17.
I finally reached him via phone Dec 14 & told me he had forgotten about the credits promised on 9-17&even tho I had left countlesss msgs with other people in ISP to call me re the promises, and promised faithfully again to fulfill his promises of issuing me credit & fixing —yes fixing their system to stop the horrendous service I was putting up with.
Never heard from that man again!!!
Jan 11 — ISP changed out the 3Com internal modem for an external Gen Instrument modem. Improvement —but still great problems.
Jan 25 — ISP changed out the first modem —defective — function improved. There still remains unacceptable disconnects & they pay no attention to my calls to tech dept—saing they have no known problems.
Feb 3&I responded via "feedback" to an e-mail ad from Mark Heyer @ ISP relating only a page fullof my grief w / his company. I received an e-mail response from him Feb 4, acknowledging my problems & promised credits, & agreeing that I had been treated grossly.
His last paragraph states"Obviously you deserve a credit, along my apology on behalf of our entire organization. I will push this through on your behalf.
No response from Heyer nor any one since.
I paid $99.00 for the original installation.
I have paid $10.00 per month rental for the modem.
I have paid every monthly bill sent me $40.65 each, which includes rental & monthly fee.
I feel entitled to credits &or — refunds in amounts made up of:
$10.00 per month for 5.5 months rental for 3Com modem which they admit was no good.
One half of the monthly fee which is $29.95
One half of the not needed repairs to my computer they said $50.00
$374.58
$15.00
I have kept an ongoing log of daily problems, calls, and results which is much too extensive to include here but provide a documentary of sorts of dates, people I talked with etc.
Please help me get my money back: 1/2 modem rental fee for 5.5 months — $25.00
1/2 of monthly fee for 5.5 months&82.00
1/2 of not needed repairs& &187.00
Total — $294.00
the company is: ISP Channel Inc
510 Logue Ave
Mountain View, CA 94043
888 843 1700 FAX 650 237 1480
www.ispchannel.com
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