Road Runner Complaint - Level 2 And Level 3 Support Are Useless @ Road Runner

Review by redhat on 2008-11-13
DIAMOND BAR, CALIFORNIA -- Road Runner tech support has been trained in the following: 1. User is always wrong 2. Our network is perfect 3. Users computers always have viruses/spyware 4. Make up something technical sounding and dispatch a tech 5. Be nice to user and listen to him because we need their money.

I am on an outgoing issue for almost 2 months now. I am paying for a cable business line speeds of about 8-10MB down and 1MB up. If I am lucky I get 1MB down and 800K up. Every time I call I always get the same story, everything looks fine on our end we are going to dispatch a tech. I have spent countless hours with these people, my modem has been replaced 3 times and I've had at least 5 different appointments for techs. None of them do callbacks (even if they say they will) and they make it impossible to talk to a supervisor. I am on a 2 year contract and they do not want to cancel my contract because they feel confident they can fix the problem. At this point I am getting ready to just pay the $250 to break the contract and move on.

I've had enough with Road Runner and their tech support and will never purchase any services from them again.

Just as a little side note I work in IT myself, I do technical support over the phone (like they do). Therefore it really gets on my nerves when I get BS answers from level 3 support.
Comments:3 Replies - Latest reply on 2008-11-19
Posted by Anonymous on 2008-11-14:
Visit the Roadrunner forum at dslreports.com. You can post your problem there and see if others can help fix it. The problem could stem from another user on your node doing huge downloads like Torrent.
Posted by redhat on 2008-11-14:
I already know what problem is and I even know how many nodes there are in my area. My problem at this point is with Road Runner and them admitting the error in their ways ;)
Posted by redhat on 2008-11-19:
I called to cancel my account. Apparently that is not done by one of the agents you get over the phone. They instead send an E-mail to an account representative that is suppose to call you back within 48 hours. The 48 hours have passed i did not get a callback. I contacted them again and they did the same thing "i will send an e-mail to an account representative to close your account. They will get back to you shortly" I told him what guaranty do i have you are actually sending out that E-mail? he didn't answer. I then asked can i be "cc" on that E-mail? he quickly said "no, it is an internal E-mail". Road Runner does not cease to amaze me. I can't even cancel my account! complete BS!

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