Below is a letter I sent to four different offices at Grande:
October 4
To Whom It May Concern:
I have never resorted to actually writing a company directly regarding a complaint, but after having dealt with the service personnel at Grande Communications, I feel as though it would be a crime not to. I have repeatedly contacted Grande over the past two months regarding their service. My initial problems and their responses are as follows:
I obtained a business card from XXX at the XXXX in Austin, TX upon moving in to the complex with Broadband Consultant Ashlie XXXX. I contacted Ashlie in order to set up an account. She assured me that she was the person to go through as she was much easier to contact in case of any difficulty than the service center. I signed up for high-speed internet and digital HD cable. She quoted me a rate over the next year of approximately $66.00/month.
Upon installation I had yet to purchase my HDTV and when I questioned the installation person was informed that I had been given a regular digital box. My invoice read $67.67 and included in the description HDTV Cust as the top line item. I called Ashlie in order to have this fixed, but was not in a rush as I had to no means to watch the HD content. Ashlie could not be reached. I called her numerous times over the next week.
I then called the service center in an attempt to reach Ashlie, after also e-mailing her and receiving no reply. I requested her supervisor and was told that they could not be reached. I continued to attempt to contact Ashlie over the next week.
Again, I called into the service center and requested that both Ashlie and her supervisor be contacted through the Grande system. Still I received no response. I again contacted the service center and requested that an HD box be delivered, as my TV had arrived.
Initially I was told that I already had an HD box, and after about thirty minutes attempting to change the settings, convinced the service person that this was not the case. I requested that a HD box be delivered and was told I would be charged an additional fee, until Ashlie or her supervisor could be reached.
I contacted the service center again after receiving a bill for the next month of $109.40. I had ordered HBO after the initial month movie channel trial period and expected a slightly higher bill (about $12.00). I was told nothing could be done until Ashlie or her supervisor could be reached. I received an overdue notice.
I again contacted the center and after talking with several people, spoke with Jason XXXX. He assured me that a supervisor would contact me and to disregard the late notice until I heard back from somebody. About a week later I again contacted the center and was told that Jason was out of town until Monday. At this point I ceased calling.
Today I returned from work to find that my cable had been disconnected. I contacted the center again and was finally able to again reach Jason XXXX. He informed me that he had sent e-mails to Ashlie and her supervisor, whose name I discovered to be Javier XXXX, and that he was unable to do anything himself other than turn the cable back on. My box came to life, but not to my surprise, the picture was not coming in. I was promised a call back from a technician within about five minutes.
Mr. XXXX also promised that someone with the authority to act would call by 1 pm the following day (09/29/05), as I was leaving town after that time. After two hours and no call, I phoned into Grande and was directed to Technical Service. As I was leaving town the following day, I arranged for the complex manager to open my apartment in order for the technician to enter.
I also failed to receive my promised call from Grande that Thursday, 09/29/05. The next Monday, 10/03/05, I realized that while the majority of my channels were working properly, the HD channels were distorted and staticky. I arranged for another technician to come by my home, the earliest available was 10/05/05.
Also, as a side note, my TV had been left on all weekend by the technician, thanks a lot. Following my failed discussion with a technician I had myself transferred to customer service in an attempt to reach Jason XXXX again, as he has become quite aware of my situation.
Mr. XXXX was unavailable and I left him a message. I received no follow-up call that night or the following day. It is now Tuesday evening, October 4, and I am compelled to send this letter.
As a telecom analyst I understood the difficulties associated with a young cable company, but have been pushed too far. My situation has deteriorated in to one of gross neglect. I have never dedicated so much time to something so trivial only to be ignored repetitively.
I sincerely hope that this type of situation is not common within your company. I admit that my simple discussion of this situation with friends has persuaded several people not to try Grande. The hours of my limited free time I have spent attempting to fix the situation has become excessive. The point is no longer receiving the promised rate, but the whole principle of the issue.
If this is not resolved immediately I will be forced to contact the better business bureau along with as many online complaint blogs and websites as I see fit. Perhaps I cannot effect any change within the Grande system, but I am certain that the power of the mass communication Grande offers can.
Sincerely,
XXXX (One Irritated Customer)
On Oct. 7 Javier finally called me to report that he had received my letter, WOW thats all it took. He said my bill was resolved and I would receive the pomised rate (only about two months later). Then on Oct. 10, I arrived home from work to find that my cable had again been disconnected. THanks alot everyone at Grande.
After another 20 minutes on the phone I got another "Supervisor" who finally turned the cable back on and asked me to pay a bill I had yet to receive. The reason, it still hadnt even been printed.
Anyway, the people at Grande finally gave me what I had been promised when I signed up. Its not like my time was worth anything. Save yourself and get satellite! Maybe when the phone companies really get in to the business (DELETED has announced it foray in cable with DELETED at much lower prices!) things will get better with some competition. I will keep this updated.
Anderson
Austin, Texas
U.S.A.
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