On June 24th all of my RCN services (Phone, Internet, and Cable) went out as part of a Chicago all services outage hitting about 3000 people. I contacted them and after multiple days of trying to get it to work, I was still not receiving anything. A tech was scheduled to come out on Friday 6/27. I took off work to accommodate the appointment since the next time I could get a tech out was the following Tuesday and I was not ok with having no phone for that long. Since I had just gotten a new TV, I requested that they bring a new DVR box to add to my bedroom for my old TV.
The tech came out and fixed the service problem along with attempted to set up the new box. The box was not receiving properly and he believed that it was a bad box. My girlfriend was there to greet him and I was home 10 min later and she left for an appointment. He told me he could come back the following day with a new one and set it up while in the area. I was in no hurry about the box so I told him that was just fine. He called later that afternoon to come out since he was going to be a few blocks away and had picked up a new box for me.
I let him in and sat back down to ice my knee injury and not to hover over him, as I know that can be disruptive to their work. On Saturday, I went into my bedroom to get my portable DVD player to hook up to my new TV and watch a movie. To my surprise, my DVD player was not where I last left it. I searched every inch of my apartment, in every drawer, behind and under every piece of furniture, and it was nowhere to be found. When my girlfriend arrived, she looked as well and told me she knew it was on the dresser when the cable tech first came. It became obvious very quickly that the service tech decided that in this opportunity of replacing the box on his second trip, he would take it.
I immediately contacted RCN to report the stolen property (which was new and only used once). After 25 min of trying to get a supervisor on the phone to make a report, a report was put in and he told me to expect a call some time on Sunday. I gave them both my home and cell number and times that I could be reached on both. I then contacted the police and made a police report about the incident.
On Monday I called RCN to add the police report info to my report and to find out what the next step would be. I called on both my work phone and my cell and was on hold with both for over 90 min waiting to speak to a supervisor or transferred to someone who could help. I emailed the details of the situation and begged for a response to every email I could find on their website. One department responded with a number of someone who might help. I left a message for them but no one ever responded. Finally I had to go into a meeting and could not risk getting in trouble for a 90 min personal call during work.
On Monday afternoon (when they should have called me on my cell phone), they left a message on my home phone with a return number. I called back and left a message. I called again on Tuesday (not leaving a message) and on Wed (leaving a message). I still have not heard from them. I tried to call back and still only get a voice mail and I left another message.
When I heard back from Robert (312-955-4008), he immediately told me that there was no way the RCN would compensate me in any way for this. I was shocked. I asked about an investigation, next step, anything. He told me that this was it. He asked the tech if he stole it and the tech said he did not. When I said "of course he isn't going to admit it just to get fired", Robert chuckled and said "I guess not". I did not feel that this was an acceptable solution. I get my home and trust violated while the tech just gets asked if he did it. Robert then said that the tech got written up, but that was it (which to says they had a reason to write him up because if they believed he was innocent, they wouldn't have given him any consequence). And he said my insurance should cover it being taken. I explained that it was new and not added yet, not to mention that my deductable of $150 so it wouldn't make it worth reporting taken. I told Robert that I work hard for my money to make for a nice home while working on charity projects to raise money for the community while RCN is ok employing someone who steals from their customers. I then asked if this tech was bonded. Robert got flustered and then he said the one thing that I would not expect to hear..."I know the guy and he is not a thief!" I just couldn't believe what I was hearing. The person running my theft investigation is protecting his friend. I immediately requested to get the contact information to Robert's supervisor since it just became obvious that there would be no justice for me. He told me that his supervisor's name was Jim Kisley and would not give me any contact info. I then requested to have Jim call me. Robert assured me that he would call on Monday with Jim on a conference call and confirmed my cell phone as the number to contact me.
It is now Tuesday, with no calls from anyone. This tech is still being allowed into people's homes. I am stuck with no options through RCN to get this resolved. And I am out of my property and the cost to replace it. I feel like my home and trust have been violated and now I am being blown off. I have no idea where else to turn or what else I can do. It worries me that this company seems more interested in ignoring this situation then taking care of its customers or, more importantly, flushing out bad employees who are stealing from people's homes. It is beyond a disappointment and I think that RCN customers, in this city, need to be aware that employees are stealing from people's homes
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