Adelphia Complaint - POOR CUSTOMER SERVICE
DACULA, GEORGIA -- I have been an Adelphia customer for some time now and when it comes to your customer service level, I am always left extremely disappointed. My most recent experience came from my contacting your company regarding my “Premier” HIGH SPEED Internet that AGAIN was not working well. My internet was running slow and it was not the computer – it was the internet. I work from my home and my income depends on my ability to be on the computer all day without slowing. I pay for “Premier” as an upgrade for faster speed. When the internet connection is weak, the programs I run lock up and do not function well.
The technician checked my connection speed and it was minimal. She stated that maybe I should purchase a business account and then I would not be on the same “lines” as residential users. But I am a residential user and I pay for high speed Premier. If your company can not handle the volume, then you need to accommodate me – not the other way around. I should not have to pay EVEN MORE MONEY for the service I already should be getting.
The technician then stated she would send someone out, but that it would be the next afternoon. It was 9:20am and I stated, “Why can not someone come out today?”. I explained that it affected my income and how much I was losing by simply having to call Adelphia. The technician “Darlene”, then stated, “Well, if you had a business account, then we would send someone out the same day. As a residential customer, I can not do that.” This baffled me. I had explained the need for me to be able to work. I am a long standing customer and I pay for Premier Residential. So, the bottom line is, I have to pay MORE of MY money to Adelphia to respond to ME faster when THEY have caused ME to lose MY income due to THEIR TECHNICAL ISSUES.
I told the technician, Darlene, that I would be shopping for another ISP. She laughed. I asked to speak to her manager. She laughed again.
The “Manager” took over the call, calmed me down and told me that she would have someone to my home today. THEY NEVER SHOWED !!! I was given a 1-5pm time frame. I waited for them for 4 hours. No call – nothing.
I again called your NO SERVICE number to be told “We just don’t know what happened but the local office simply did not send anyone out.”
I again voiced my frustration. I could change ISP’s but truly – why can I not just get what I pay for and not be lied to and treated like dirt?