Shocking lack of customer service and complete inability to provide services sold.
3/2/09
I called and placed an order to change my phone number and add internet service.
I was given a new phone number and told both the number change and the internet service request would be complete 3/12.
I was told I would receive a modem in the mail before that date.
3/3/09
The phone service was immediately changed to the new number.
I could call out/receive calls using the new number.
I could not set up or use voice mail
When the old number was dialed - there was a message that the number was no longer in service.
3/14/09
I called to report that I had still no received the modem and that I could still not use voice mail.
I was told that there was some sort of error in the original order and that a repair order had been placed and someone would call me back on my cell.
3/17/09
The old old number and voice mail seems to have been reinstated and now when you call the new number there is a message that it has been disconnected.
I called the order/repair status department and was told there was now a new repair order in and it would be “fixed” by 3/18.
When I asked how could it be fixed if I don’t have a modem, I was directed to another department – told the whole story again…placed on hold until a 3rd person picked up the line.
I started all over again only to be told that she couldn’t help me and that she could give me the number for the repair department – but there would only be a busy signal today and I should try tomorrow.
I have asked for a supervisor to return my call and I need help.
This call lasted over 77 minutes.in fact when I got the 3rd person a on the line she said I see you called at 12:17 – yes, and over an hour later it was still the SAME call.
3/18/09
Heather called:
Confirmed that the modem was never shipped and that the order seemed to be in “progress”, and I was told phone order was in progress but I would have to call repairs to find about anything about the phone line.
Polite – but not very helpful.
3/20/09
Send an additional email and held on the order department and repair (both) phone for 20 minutes each – calls were never picked up.
3/20/09
Nicole called from repairs:
Phone line is in progress.
Internet = Can’t help me – I need to call the order department
3/21/09
Phone and voice mail are finally working.
(the old number still has voice mail too FYI)
Received a call and was told the internet service was still “on order” but there was no estimated date…no info available.
4/17/09
Called to check on internet service.
Was told there was some conflicting info and she needed to speak to a supervisor - put on hold for 23 minutes…. And the operator got back on the phone and asked me if my phone number was waiting to be changed to the old number…how is this even possible?
No – and I had to recount all of the above…again.
Hold again to talk to supervisor – hold: 8 min
Operator confirmed that modem kit will be sent…she was going to talk to the technicians…back on hold:
She also said that there seemed to be a signal…back on hold: 8 min
Technical support can’t help because they can’t confirm if there is a signal unless I have a modem.
Was told she would ask them to send the modem today – should receive by Tuesday.
If I had a problem then I would have to call tech support.
Told I would receive a free month of service and that the operator would take care of this and call me to confirm it was done.
4/23/09 – this message was sent to [email protected] and I have not received a response.
Received a bill today with the credit mentioned above and a charge for $112.00 for internet service.
I was told the price of the bundled phone and internet was approx $65 per month.
Not to mention the fact that I have STILL not received a modem and therefore DO NOT have internet service.
4/30
Called customer service, before I could even describe my issue I was transferred to repairs...
Repairs told me they could only help if I didn’t have a dial tone – transferred to orders...
Orders told that the order was “complete” and they couldn’t help me – transferred to... 866-980-0642…. Dept?
On hold for 22 minutes... I had to hang up and go to work.
5/4
866-980-0642 repairs…can’t help me – have to talk to customer service…
Transferred to Ron….
Shipped 5/4 Fed-Ex.
Will arrive tomorrow – Ron called fed-ex and confirmed they would leave the package without a signature.
Asked about charges….. 41.27 will be credited.
5/9
Arrive home on Friday evening – finally the box is here!
Alas... The disk does not “read” in my computer.
No instructions in the box.
I call for technical help (800-240-5019) and am told:
No record of my account exists.
I need to go on line to set it up. (I DON’T HAVE INTERNET)
That I need a filter – that should have come with the box... No filter in the box.
Was told I should have a BLUE cable – do not have a BLUE cable.
Was told I could try to set it up instead of my phone for the time being because there was no filter.
Then I asked her to give me the instructions verbally so I could hang up and try it and go buy a filter on my own later, and she said “You don’t understand the problem – I told you I can’t help you - you need to call customer service on Monday”
I said wait let’s try it - just tell me how so I don’t have to call back (at my expense on my cell because my phone won’t be working) and wait after I disconnect the phone... And then she hung up on me.
You, as a company, are beyond the pale of meeting any expectations to a consumer for the products and services that you are selling.
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