On 11/20, I contacted BrightHouse Networks through their website to request a change of service as of 11/29, as I was moving. Shortly thereafter, I received an email from “Barry” acknowledging my request for change of service the 22nd. Before I had a chance to call, I received another email from “Barry” stating the error had been noted and the install/disconnect had been revised to the 29th. On 11/21, I received an automated phone call from BrightHouse, reminding me of my installation appointment on the 22nd. I immediately called BrightHouse, and spoke with “Susan”, who “corrected” the dates, also correcting the new apartment number, which was wrong in their system. Tuesday evening, the 23rd, my cable abruptly went out., as did my Internet. I called BH, guessing that since so much had gone wrong, they disconnected me a week early. I was cut off once, and when I finally did get a cs representative, I was assured I had not been cut off, but that there was trouble in the area and to call back in an hour if it hadn't resolved. I should mention that this cs rep had a very heavy accent, which, up until this time, I had never before encountered with BH. I called back two hours later, speaking with “John”, who informed me me I HAD been disconnected. He arranged a reconnect appointment for the following day, confirmed the install in the new place, and once again corrected the new apartment number, which was mysteriously wrong yet again. The next day, the tech went to the new place – wrong apartment number – but managed to get me reconnected after a call to BH.
All went well until the 29th, when my connect time of 10-12 came and went with no sign of a technician, no call. When I finally did receive a call from “Chris”, I was informed that the tech had gone to a “brown house with a brown door”. My building is green, my door is green. I held my temper, realizing that the field techs are bound by BH and probably got incorrect information. Imagine that! I gave Chris a brief synopsis of my issues thus far, and he managed to get me a tech that afternoon. The tech was prompt, courteous and had my cable TV and Internet up and running within 10 minutes.
I have had BrightHouse Networks services for years and have never, ever encountered this kind of incompetence. I supposedly have a day credit coming due to their screw-up with the disconnect date. I doubt I see it. I have always bragged on how great their customer service is, how well and efficiently they handled various issues. I have also been impressed that BH didn't outsource their customer service out of the United States, but I am no longer sure of that. How disappointing.
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