Ironwood Communications Complaint - Terrible customer service a complete disregard for customer satisfaction
BUFFALO, WYOMING -- A few weeks ago, I had an appointment for Thursday between 12:00 and 5:00 p.m., regularly scheduled workday for most people. It had been scheduled much in advance through Direct TV. We placed a work order to have a technician move a Direct TV receiver box from one room to another. The new location was new construction. However, all inside wiring was accurately completed before the Ironwood technician was scheduled to complete the work order. The technician arrived early in the a.m., several hours early, minor inconvenience, I just happened to still be home. He connected the outside cable to the dish. However, the technician left without moving the box and/or testing the outlet in the new location to assure that the dish, box, and/or outlet worked as it was intended. If the Ironwood technician had attempted to test the box or outlet, he would have realized that a coaxial cable was needed for connectivity to the wall outlet from the receiver. After speaking with one of Direct TV's technicians and being told that I would need to talk to someone at Ironwood, I called Ironwood. An Installation Supervisor named Dale helps with programming the box and TV after I moved both the TV and receiver to the new location. Thank you so very much Dale. We did, however, encounter a few problems. Of course, the first problem or issue that we encountered was that the cable in the original location was connected directly from the dish through the outside wall directly into the Direct TV box (there was no way to move the cable without tearing out the wall).
Therefore, the original cable would not be moved to the new location. I borrowed the coaxial cable from the Direct TV receiver box located in the bedroom. This allowed us to set up the receiver box in the new location and get it programmed for viewing Direct TV's channel services according to our purchased programming. Upon completion of the setup for Direct TV’s programming, Dale told me that a 6ft coaxial cable would be delivered within a few days to replace the cable in the bedroom. It has now been close to two weeks since we spoke. I would like to know when or if this cable will be delivered as promised. I called Direct TV this a.m. and was told that I would need to setup a work order and pay to have a cable brought out to me. When I explained the situation again, I was told to call Ironwood. I called Ironwood’s Customer Support Services 5 times before I was able to speak with an individual that could begin to understand what I was saying. Not to mention her inability to communicate that which she was trying to say. I have worked with people from all over the world in the capacity of a Network Support Specialist/Technician. In addition, yes, I am English speaking but I figured out ways to make sure that communications between customers, my fellow technicians, and me were clear and concise. I never once attempted to intimidate or disrespect people. I know that I could have eliminated this stressor if I had driven 35 miles and purchased a coaxial cable but that is not the point.
I made at least 7 calls to Ironwood Communications and Direct TV today. I am convinced that “Customer Service” is a thing of the past. I have included some of the detail pertaining to my ordeal with Ironwood and Direct TV. The proposed path to resolution is as follows: according to the fifth representative that I spoke with, she would leave a message for another supervisor to call me within the hour. Dale was not in the office today.
I am very disappointed with the quality or the lack there of "customer support" services that I received from both Direct TV and Ironwood. When I called Ironwood, the first "customer support" representative, Anjalee or Angielee(check spelling), was very annoying and rude. She obviously felt the need to try to intimidate me by attempting to loudly talk over me in a very condescending tone. She did not allow me to complete a sentence, much less give her the information that would help to convey our current problem/issue. I then called Ironwood a second time to speak with or leave a message for Dale, the Installation Supervisor for our area (Buffalo, WY). This conversation consisted of a "customer service" representative that tells me that she "...can't help me and that I need to go to Best Buy and buy a cable or they could place a work order and charge me for the call and cable." I called back a third time and attempted again to explain, that Dale told me that I should have received the cable during the work order/service call, But since I didn't, he would have the tech drop a 6ft coaxial cable off to me.
Again, I was told that she, the “customer service” representative, could not help me. I should hang up, call Direct TV, and place another work order. As you can well imagine, I am frustrated at this point. All that I want to do is to find out if and when a coaxial cable will be delivered as promised. I called Ironwood Communications again and was told to hang up and dial back and select option 3. This took me right back to the “customer service” representatives. I called back, for the 5th and last time, I hope. After being placed on hold for 30 minutes, I was told that a supervisor would call me within the hour. Well, we are well past the promised hour now and I have not received the call from an Ironwood supervisor, as promised. Oh well, maybe tomorrow ;)
What ever happened to "customer service"? Has it gone for good or will companies here in the U.S and abroad realize that their customers, the same ones that pay the bills and put money in the pockets of many undeserving, deserve better than the quality of service or lack there of that I have received today and in the past? Please forward this to any appropriate office for their record of complaints and hopefully, consideration for a resolution. I am sending this on to Ironwood Communications, Direct TV, the Better Business Bureau, and any other entity that I think will be interested.
Theresa, disgruntled consumer
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