Complaint / review text:
I am at the end of my rope with this company. I have had to call and reset my internet approximately once a week. After about 9 online chat sessions where 4 of them got cut off because of my internet (so ironic) they said they would send a rep out. On TWO separate occasions, the service rep did not call and did not show up. I called and send an email to customer service about the situation, and they emailed back saying a rep would come out.
I have had to call Brighthouse twice since then, and both times, I have been ready to throw my phone against the wall by the time I am through. Seriously, the phone representatives have to stop using so many quotes and speeches when I call. It takes me approximately 15 minutes longer to have one question asked because every time I say anything, I get a long response like, "First of all, thank you for taking the initiative to call and speak with us, I know how difficult it is to have to call..." or, "I can imagine how inconvenient it is for you to have to deal with this problem, I would like to try and hep you find a solution.." I really dont need the phone rep to be proud of me for calling, it's just enough. I know it sounds so rude, but it is already a lengthy process when the recording asks for your account info in order to speak with someone, and then you have to again give all your info to the representative. Not to mention the fact that 80% of the time, the reps accent is SO heavy that I have to say Pardon me several times. I have had to call and chat with Brighthouse so much recently that I know I am being overly critical, but now-a-days people really just want to give their info and get on with it. Brighthouse does not act like it cares at ALL about the customer. Each time I was knocked off chat, no one ever contacted me to follow up, or had someone call and help me, therefore each time, I had to fill out all of my info again, and wait in the queue. When I finally did get to chat with someone, it was once again, I know how annoying this must be....apparently you dont, or you would just HELP instead of listening to yourselves talk about helping.