In today's horrific economy, the best thing that a company can do is inspire consumer loyalty. Our phone/cable service has been out for 6 days. Called Suddenlink 4 times today. Each time was told someone was on the way. After the 4th call this evening we were told that the first customer service representative lied and no one would be out to assist us until April.
In this age of easy access where it's easy to put out a bad company review, you'd think that this kind of dishonest customer service would not occur. I would not/will not ever recommend any one to this company. They've taken our money for years but obviously are unable to live up to their end of the agreement. Shame on this company.
WEST TEXAS, TEXAS -- I can assure you not every tech support rep you come across is not looking to ** you over or blow you off. We are there as tech support and can make it the easiest 10 minutes of your day if you are willing to cooperate or it can be 10 minutes of hell if you want to be testy and filled with attitude. It's always up to the customer for the mood and the rep who handles the call. Yeah. Sometimes we come in with a chip on our shoulders due to life, family and other things and yeah, being a professional, it should be left at the door.
Same applies to customers. We couldn't care less why you are mad ‘cause your team lost, your husband/wife's cheating, or if life just sucks in general. But what we do care about is what we are paid to care about. Your service. We are not paid to be buddies, but merely professional help and support when you need it. We can be nice and make short talk, but that's where it stays. Please remember that next time you call in and tear apart one of our reps just ‘cause your day sucked.
Remember, we are all different people and it's not me, or the rep you're speaking to that is trying to mess up your marriage, life, car, kids, service, or anything related to you period. No one maliciously sits around and hits buttons and knocks out service squarely aimed at pissing you people off. We are here as help and yes, we can help if we are allowed to by the customer. Take this into consideration and please understand we are trying to help, not make you madder or more upset than you are.
MOUNTAIN HOME, ARKANSAS -- We have SuddenLink cable only because they are the only cable choice here. Their rate has gone up EVERY year since they took over Cox Cable here. Our basic extended rate is now $71! We are on SS and that is our only income, as I am sure that a great majority of seniors who live here. I have thought of switching to satellite TV but there are NO local channels here except for 1, that is in Springfield, MO and not good at all for our local news and weather. We get lots of bad weather and depend on local channels, that we can't get on antenna, for warnings, etc. when the weather is bad.. I think this company is really a rip off and wish we could do something about this.
LONOKE, ARKANSAS -- After 6 days and 2 calls to "tech support" my Suddenlink email still is not working. 1st "tech" made a couple of limp wrist attempts and then told me she was going to turn in a ticket. "A ticket??? To whom?" I asked. She said their tech department! Turn in a ticket for repair to yourself!! After the "24 to 48" hours that she said it would take to solve the problem had come and gone I made my 2nd useless call to their so called tech support. The second "tech" did not even offer the courtesy of an attempt to solve my problem but he did say that it would take "5 to 7 business days, but since the 7th day was on a Friday it would be sometime the next week before it could be fixed"!!!!!!
I guess they take Fridays off to go to how to repair service seminars! I've noticed Suddenlink offers to contact them at their email address and they will help. MY EMAIL NOT WORKING IS THE PROBLEM! Unfortunately they are the only dance hall in town other than satellite service, and I was told many time to stay away from that, so I'm staying busy going to every complaint site I can to find to spread the word about this crappy company.
Customer service at sudden link is terrible. When I first called to set up service, they said there was no deposit. Well guess who ended up having to pay a deposit? They cannot get my bill straight. I have talked to so many different people and one guy told me they would take care of my activation fee since the guy was late coming to hook up my cable. Well nobody can find where he told me that.
Also, last month lady was supposed to review my account and let me know how much my bill is and was going to call me back that day, never heard from her. This month same with another lady. My bill was due yesterday and she never called me back like she was supposed to.... UGH I'm so ready to switch services. LIES LIES LIES.
ST. LOUIS, MISSOURI -- The service is horrible it is March 30, 2011 around 11:00 pm I am sitting watching TV all of a sudden the TV just goes out. Because there are outages every single week in Cabot, AR I decided to watch something I had recorded hoping that the TV would be back on when I was done. It is now March 31, around 1:51 and I have learned that we are not going to have service in Cabot, AR until possibly 4:00 am no one from Sudden Link tried to contact their customers out here.
If I had not called I would not have known that the service would be out for that length of time. Any programs I wanted to watch and/or record were unavailable to me. This is terrible for the $150 I pay each month! With service like this I rather deal with the poor customer service of DirecTV, at least I know I would be able to watch TV.
I had Suddenlink for over a year and when I called on the phone they were pretty helpful. In the office they sucked. I went in once to tell them I had a problem and they told me I didn't know what I was talking about. I told the tech support the same thing and he knew exactly what the problem was. Their costs is really expensive compared to others. I had a combined plan and that was supposed to save me money. It didn't. I tried to take off a service and my bill doubled (sad when it's cheaper to get more than less).
The last 3-4 months they went up every month and didn't notify us. That last month they took me off the "cable plan with free HBO" and started charging me extra for HBO. I should have been notified so I could have made the choice to take it off or leave it on. I wasn't until the bill came in. Their internet service was good though as was the cable. However they "upgraded" and the service was then not as good. Why fix what isn't broken? They have no competition in that area and they are taking advantage of it.
GREENVILLE, NORTH CAROLINA -- This company just needs to close and let a more honest company take over. They nickel and dime you to death on service and installation fees and the worst part of it is they do not tell you. They just put it on your bill and keep justifying it. I do not care how much you complain. They do nothing about it. Poor cable and internet service just keeps going out and breaking up. Stay away from this company and find a honest and reasonable company to get your service from.
KINGWOOD, TEXAS -- Just plain horrible. Don't work with **. He talks way over the average person's head and makes deals he does NOT honor. He made a rude comment as to how everyone in my complex has bad credit. Very pushy to make the sale and not clear on the details YOU are interested in knowing about. Just had my service turned on 1 hour ago and he calls to yell at me that I didn't pay enough to the installer. I paid what was agreed to yesterday. They can pick up the equipment and I will gladly go elsewhere.