No Customer Service Monopoly - Packaged With Dish Network
THORN HILL (GRAINGER COUNTY), TENNESSEE -- I'd like to express my complete and utter astonishment at the lack of, or maybe I should say extremely poor, customer service. I have never in my life dealt with a company with such disregard for the well being of their customers. I am so dissatisfied that I have now decided to make it my own personal mission to see to it that a company with better service finds this area you seem to have a monopoly on as someplace they would like to do business. I don't have time for such ventures, but I'll make time for this one, you seem to have such utter disregard for the hard earned money of your customers that I'm sure you won't miss a thousand users.
Explanation? Of course, not that I think you'll care, but I intend to tell this to everyone I talk to, so you might as well be the first.
I've had your service, phone, which I don't use, but am required to pay for in order to have DSL, which is the slowest in the country and barely surpasses satellite speeds, and in the package deal I took Dish Network for TV I rarely watch, for about 2 years now. The prices are exorbitant, especially since the only service I truly wanted was broadband internet. I'm a computer consultant and require a decent internet connection to do my job.
Unable to secure a better service at the time, I just accepted the poor performance, until this week. On Wed morning I noticed a definite crawl to my internet speeds, thinking through the basics I did a speed test, and found the connection less than half the normal rate with varying results between 200+kbps to 500+kbps... I contacted the tech support via phone and after going through the push 1,2,3 and so on, I was told they were having issues in my area and working on a resolution...
OK... shrugged it off and went back to work... Wed evening I discovered it was still crawling, and logged in, this time via your web site, live chat... this technician could find no reason for the slow down, we went through various troubleshooting issues, including the elimination of my router and all computers accept one on my network, even tested a second system directly to the modem, to insure that it was not a problem on my computer...
No change, speeds crawling... he issued a trouble ticket and told me that a technician would take care of it tomorrow (Thurs the 18th). OK, I wasn't told I needed to be here, and figuring according to the tech's troubleshooting that it wasn't in my lines in the home, or in my modem, which was responding with all the proper signals... so I went to work... as I said earlier I don't use my home phone, never answer it and I informed the tech support of this and gave them my cell number, and told them if they would give me 30 minutes notice on that line I would be here if they needed to get in the house. He said this was fine...
Thursday rolls around, I go to work, come home that evening, no call, I figured great, they found the problem and fixed it.... I get home, no deal, same slow crawl... reset the modem hoping it would take care of it after the repairs I was sure they had made... nope... logged in again... it was too late at nite on Thurs, so I had to wait until Friday morning... this tech, now I got smart enough to write down a name, not that it helped, could not find any trouble ticket from the day before, had no idea what I was talking about and started all over again with troubleshooting, even though I explained my expertise with PC's, and the fact that I was absolutely certain it was not in my system or my house wiring, enough so that I was willing to pay someone if I was wrong... he insisted on connecting via webex into my system, 'to get signal info from my modem' which I suggested that he just tell me what he wanted to know, since I only had a 10kbps upload speed and it would be a crawl... he insisted so we made the connection, he was obviously manning more than one support call at a time, and the delays between his actions were worsened by his inattention.
I sat her for 45 minutes while he pulled up a browser, logged into modem, and then proceeded to shut down running processes on my system without my OK in order to determine that it wasn't my system... this infuriated me when I could have logged into the modem and copied the entire signals page and typed it out to him in less than 5 mins, instead he nosed around in my computer and tied me up for almost an hour to determine that he was going to have to open another trouble ticket for the next day, Sat, the 20th... great... again I gave him my cell phone with instructions to call... After getting off the phone with him, I happened to go around the house to the other door and discovered that a tech had left a modem with sitting on the deep freeze, it has been raining here for a week non stop and he left it sitting on the freezer in the rain, this was left on Thursday when they didn't call to let me know anything... the note simply said, "no problem found, here's a modem, maybe it will help, you might need to program it" OK, I brought it in, luckily it was in plastic inside the soaked cardboard box, and had not gotten wet, just to be sure moisture was not an issue, I laid everything out and let it dry while I went to work on Friday... came home Friday evening and tried the new modem... same result... so having an open ticket I waited for Sat and hopefully a tech to solve the problem....
I waited until about 10 am on Sat the 20th and hadn't heard anything... checked the speed, same issue, I called to check the status of my trouble ticket, as I was told my Scott I could do, the lady informed me that she had no way of knowing rather they would be out am or pm and that she was in a call center in Florida.... lot of good that did me... I told her I needed to run some errands, but since this was going on the 4th day or problems I would also like to get this resolved, since I was paying over $100 to have internet that was crawling... she said she had no way of knowing... but gave me the 800 number to the local dispatch office... I called this number and got the most irritating person on the phone I have ever spoken with, if she was an employee of mine, I would have fired her immediately and probably put out a warning to never hire any of her descendants... she answered the phone: "dispatch" I told her my name and explained that I had a trouble ticket, but needed to go to town and run some errands, just wanted to know if the tech working my call would be doing it in the am or pm, so that I knew rather to go now or wait till he came by?
Instead of any sort of courtesy or acknowledgment of my question, she responded with: "who Gave you This Number?" I said I got it from the line trouble tech support call, she said "what was her name?" I told her I didn't write it down... I then proceeded to give her my home phone number to look up the ticket and the ticket number and all she said was "he's working on it now" that was all she was going to give me, so I resolved to wait... and wait... and wait some more... that started at 10 am, finally about 3:30 PM I decided to check the speeds again and call back and explain to miss congeniality that I would like an update... low and behold, the speeds were back up to normal... seems they must have found a problem some place and didn't even bother to call and see if everything was OK on this end, or to let me know I didn't need to sit around and waste the rest of my entire day waiting on the tech that never showed up!
Infuriated? Oh that word is no where near large enough. I'm going to give you the same service you gave me, I'll be pushing this letter to the desk of everyone I can get to read it!
Extremely dissatisfied customer!