Well:
Brighthouse has, over the last year, failed miserably in their obligations to provide service. Our cable was installed in May. On June 1st, our first call to repair was placed. The tech came and found that, inaccurately, our new HDTV was at fault. Our issues were boxing of the TV screen, pixelation, and stopping, skipping, and stuttering of live TV broadcasts. Our DVR issues were recording of black screens for the duration of the requested show. Our internet would cut out or slow down unexpectedly. These issues pesisted and on June 15th our second call was placed. Again a tech came out and switched out the set top HD Box. The issues persisted. On June 29th, another call, anothe tech, this time the modem was replaced. Apparently, the previous box was some three years old. The modem was over seven years old. The issues however never abated except with the internet as it just slows down, but no longer cuts out. On July 14th, another call a different tech. We were told that our issue would be escalated. Brighthouse contacted our aparment community manager and requested authorization to access internal wall cable lines. It was given. Nothing was offered as to why this was needed and I only found out about in March.
In the passing time we had two different private techs that specialize in home theatre installations to come over and analyze our issues. Both found the signal to of very poor quality, loaded with noise and interference. This would be all right on older CRT TV's. But newer sets have lower tolerances. We were also told that the cable lines carrying the signal were in poor condition and the there were so many splitters and boosters attached, ther would be little chance or getting proper reception without their replacement.
March 1 finally having had enough. Another call another tech. This tech confirmed everything the private contractors had already established. He was going to escalate the issue and a release from the community manager would be needed to fix the problem. On March 10th, I visited the office to speak with the manager. I asked her about a letter of release and she said one was sent in July of last year. She was frustrated as were we. She called the representative from Brighthouse that was assigned to our community. She gave me his card and I touched base with him on March 12. Carl Firtsch, the representative's name, was surly and rude and I was told he could not speak to me at the time I called. He wanted to know if I would call him back at a later time, but before I called him back "You (I) needed to figure out what is is that he (Carl) needed to do for me". It was bad enough this was a Brighthouse problem, but to be cut-off and dismissed as a nuiscance was unbelievable.
When I called Brighthouse customer service I was told there would be no billing adjustment as we had "maxed out" any credits that were available to us. The only credit we received was the original credit due to misquoted pricing which, to their credit, they honored. The other credits we receveid was during the two months of service where we had no service most of the time.
I figure that if you pay for a service that at best works 50% of the time, you should only pay 50% of the bill. Yet we have paid $1350.00 for service that works part of the time. I guess my next recourse would be to pay 75 dollars and file a small cliams action. I have written to the CEO in Syracuse, the State of Florida, and numerous others and have received NOTHING in return.
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