Ameritech Complaint - Disquality Of Service
CHICAGO, ILLINOIS -- I have been without DSL service since Tuesday May 1, 2001. I have been without this service because I was sent the wrong modem for my operating system. I was sent the wrong modem because although the proper operating system was listed on the service request ticket, it was written on the bottom of the form and apparently overloked by the rep who entered the order. After several incidences of being disconnected from the server when using this wrong modem and not being able to get a proper driver loaded, Ameritech DSL rep determined that it would be better to return that modem and so that I could be sent a proper modem to use. I was connected to the department that handles the requests for return labels and provided my information. I was told that I would receive the label in about five business days. I never received it. I called and was told I would be sent another one. I never received that one either.
I now have two of these inappropriate modems (one was shipped in error after an order cancellation) for which I need two seperate return labels.
I have also noticed that although I have been without DSL service for over two months now, of no fault of mine, Ameritech has been billing me for the service and the associated line charges, federal access fees and variuos taxes. This is not correct. This is not appropriate customer service. This is not acceptable.
To help keep me as a potential future customer, I would like the following:
I would appreciate it if someone at Ameritech would perform an audit of my account to ensure what services I have been using and what services I have not had access to.
I would like Ameritech to send me two (2) seperate return shipping labels so that I may return both of these inappropriate modems.
I would like Ameritech to make the appropriate adjustments to my billing based on the above.
I would appreciate someone at Ameritech to explain to me why I have benn subjected to this type of 'customer service'.
I would like to hear any additional comments deemed appropriate by Ameritech concerning this matter.
At the very least I would like a response from your company regarding this incident.