10/23/05
I just read the other 3 complaints against this company and wanted to share my current problem with them. I just moved here to Kentucky and ordered the triple play package from Insight. After waiting 13 days for an appointment for installation, I was told to be home between 11:30-2:30 for a service man to come. He arrived around 3:20, which wasted my whole day and he was here until almost 6pm. Anyhow, after he left 2 of my TV's were not working properly and my telephone kept shutting on and off.
To try to make a long story short, I discovered the installer had BROKEN one of my TV's while trying to install the cable wire to the back of it, but he left without telling me this. Apparently the cable wire did not fit properly into the metal piece on the back of the TV and it looks like he tried to force it in and instead just broke the entire piece off the TV. AFter several calls to insight and getting the runaround when asking to speak to a supervisor (they kept putting me on hold and I was on a cell phone since the house phone they installed wasn't working properly, by the way the cell phone calls were costing me almost $2 a minute since I was roaming, like I said I just moved here so my cell phone was on a different network), I got hung up on once and they kept saying a supervisor would call me back. The problem is the supervisor kept calling the HOUSE PHONE instead of the cell phone as I requested so of course I wasn't getting his calls. I called the police to ask them to come to file a damaged property report but was told by the police department to first try to solve the issue directly with Insight, so after 2 hours of phone calls I finally reached a superviser who assured me they would come the next day and take the TV to be repaired and he said it would only take a few hours or so and they would fix everything for me.
I finally felt relieved and the next day a representative came to my home. The rep was very nice (as was the first one who broke my TV) but the only problem was, he told me if he took the TV to their repair shop to repair it I wouldn't get it back for about 2 weeks!!! Can you believe this? This TV is in my son's room and it would be a large inconvenience if he couldn;t watch TV or play his video games for TWO WEEKS! SO the nice rep offered to temporarily hook up the cable through the VCR and suggested that I have them come pick up the TV for repairs if my son goes on a "visit to Grandma's" or something like that. Well, I agreed to the temporary fix just because I wanted the TV and cable working and didn't want my son without a TV for 2 weeks, but I'm not happy. We just moved here. We are from NY, I have no plans on my son visiting Grandma anytime soon.
I am just annoyed that because of their fault, I should have to be at any loss. SO far I have only been offered a $20 credit for the initial service man arriving late for my appointment. BIG DEAL!!! If they have to take my TV for 2 weeks shouldn;t they be rquired to provide a comparable replacement TV for use during that time or provide some type of monetary compensation? AT least the TV is working now (through the VCR), but the fact is it is still broken. It's a $300 TV that is about 3 years old. The second representative who came also fixed the problem with the other TV and the phone is working now as well. But the point is I already incurred an entire day's worth of aggravation, not to mention about $50 in cell phone charges for when I had to keep calling them back and forth to reacha superviser and I kept being placed on hold. If the house phone they had installed worked, I wouldn't have had to use the cell phone. I also missed half a days' work since I took off a half day on the installation day to be home between 11:30-2:30, meanwhile the man arrived after 3PM, I could have worked the full day and still been home by the time he arrived and all I get is a $20 credit for that. Any one want to offer their opinions or advice on this matter?
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