RCN Complaint - Horrible Experience With RCN In Boston, Do Not Buy It!
BOSTON, MASSACHUSETTS -- I signed up with RCN in May of this year and they scheduled and came out and installed it. The following morning I was trying to watch the local news when a radio broadcast was all I could hear on the local channels, the rest of the channels came in fine. I contacted RCN and was told they would need to charge me $45 to come out and assess the problem. I told them absolutely not, the cable guy had acknowledged that he was out of time and did not get to the bedroom hook up, would I be OK, I said sure. CS said because it was a failed install that they would contact me to fix it for no charge, I just needed to be there. They never called. I had asked to speak to the supervisor, they refused to put one on.
Over the next few weeks, I experienced many signal problems on the internet and television. Each time I called in, I was on hold for a half hour listening to a message about problems they were having in NY and never got through. I finally called them from work to cancel, they would not let me because I did not have my access code for my account and could not remember my favorite food or vacation spot (my verification prompts). I told them there was a reason that most companies use mother's maiden name, etc, they are facts.
I finally was able to remember my access info. a month later and was able to cancel. I asked them where I could drop off my box, there were no Boston locations. I asked what the hours were for the non-Boston locations, and they were Mon through Friday, not during work hours, so I would need to take a half day to get rid of the box. Finally, they agreed to pick up the box when I suggested they could pick it up with my door man. They charged me a $50 pick up fee. I called back to verify the disconnect and pick up. They had the right pick up date, but no note to get the box from my doorman.
In the meantime, I had forgotten to pay my bill, they called me from an automatic service at 7PM and told me to call the 1-800 number, which I did right away, but the office was closed, they close at 5.
Today, the service is gone, but I got a notice that they were disconnecting my cable because I was behind by $34 on my account. I figured I would wait to see what the net is since I pay in advance and should actually be due a refund.
The service itself was sub par. They have around 4 PPV HD movies and no free on demand content. Compare that with Comcast, which I got for less and you are talking about a horrible package. But, what really stands out for me is how inept the customer service is. The timing of the call, the hours the CS group is available, etc. I don't think this company should be able to report on your credit report because they are thoroughly clueless. This is the first complaint I have written in my life. I can usually work out any discrepancies over the phone with CS reps, since I am only asking for what is fair. I would recommend that no one buy this service and will continue to pursue any avenue I can find to complain.