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Review content:
I place a call to have my internet service repaired. I am told my account does not show in their system. I provide all the information on my bill, they still say it is not in their system so they can not fix the problem. \r
Very convenient, eh? And yet, they bill me every month on an account that is not in their system...how is that possible?\r
I spend hours trying to get my account ""into their system"" so to speak (this is not a new account by the way) before I can even begin to get help with a repair issue. I am assured my account is now in the system.\r
The next time I call in, I am told again that my account does not show in the system, and so they can't repair the problem. Again I spend hours on the phone to get my account into the system AGAIN, before I can get help with the repair.\r
The next time I call in, AGAIN I am told my account is not in the system and can't get help with a repair problem. Requesting a supervisor does not work - I am told one is not available. I request the name of a supervisor, I am told he is not allowed to tell me who the supervisors are, and he can not link me to a supervisor as he has to request an approval in order to put me through to a supervisor. I request the name of the person who needs to give the approval in order for a customer to reach a supervisor (is that ridiculous) and I am told he is not allowed to give the name of that person either. After keeping him on the phone for an hour - he suddenly finds my account in the system - hmmm, wonder how that happened? We spend another hour on the phone troubleshooting, just for him to say he can't fix it - and then after he has suppossibly been looking and working on my system for an hour, he actually asks if I have dial up or DSL? Now if he had located my ""account"" in his system, and just spent an hour troubleshooting it, shouldn't he already have known what kind of service they are providing me? Unbelievable. Anyway, he says he is opening a repair order and I will receive a call about the problem.\r
Next day - I call in for a status - guess what - first they can't find it in the system, and then when he (a different he, of course) says he finds it, he says he can't see any repair order. I am also told that I will need to call back in later to get someone to remotely troubleshoot the problem - (isn't that what was already done the day before?) Again I asked for a supervisor - and I am told I will have to call a different department to reach a supervisor, that I can't speak to one there. I then contact their Corporate Headquarters - explain the situation - they tell me they are connecting me to a representative in their Customer Service Dept. who will give me to supervisor at the location to get the problem resolved. The so-called Customer Service representative they give me too then tells me - again - (of course the Corporate office has now dropped off the line) that I can not speak to a supervisor, that she will send a supervisor an email, and that I need to wait 24 hours for a response, although as it is a Friday, they will not respond until the following week. I still do not have a supervisors name. I call the Corporate office again, tell them I was not given to a supervisor, - they didn't seem to care, and without answering me, I was placed into a queue for technical repair, who answered - right back where I started from in the beginning - and disconnected me without getting anywhere. So, still no service, no response, no supervisor - and corporate does not care.
Cons: Bad customer service
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