Suddenlink Complaint - Poor customer service with no resolution - cable tv/interner

cable tv/interner - Complaint

Review by Tonithetruthjohnson on 2011-04-12

1244 POWERPORT DR. ST. LOUIS (CORP OFFICE), MISSOURI -- I want eveyone to know how poor the customer service is from the managers of suddenlink all the way to the owner of the company. I called the tyler office to get an appointment for someone to come out & look at my cable it just went completly off 1 Friday morning. I spoke with tech support at 10pm that night and she told me they only had an appointment for Monday latest being 5pm. I explained to her that I do not get off work until after 5pm and don't make it home until after 6:30pm. she just apologized and tole me that is all they had. I asked for a manager I got a tech support manager and told him my situation and he could not offer me any other appointment until the following Saturday that was not going to work for me so it would be 3 wks for service tech to come out. the manager then told me to try several diff. things to see if it was the cable or the TV. All of what he asked was done and he assured me that it was not the cable but my TV and to contact my manufacturer of the TV. I told him I had only one TV in the house and I did not know where or when I could find someone to service the TV. he assured me again after removal of the hdmi cord and re-attaching it that it was definitely the TV not the cable. I bought a new TV the next day and when it was brought out and installed the new TV did the same thing, the service tech that was there tested the hdmi cord with one that came with the new TV and said it was the hdmi cord that came with the cable that was knocking out my TV's. I called suddenlink back and spoke with another service tech while the tech for the new TV was still there and he explained to him what was going on and the suddenlink tech agreed it was the hdmi cord. well in a nut shell 7 days later after calling the owner and speaking with his complaint assistant that never called me back, I was finally told after calling back that they had extended hours of service from 5 to 8pm. so on that Monday 8 days later they sent a tech out un announced I was told it would be that Thursday. I paid $2000.00 for the TV alone and it was discounted dut to paying cash and suddenlink only resolution to my issue was to give me 2000.00 for my new TV that would have cost me $3500.00.. so once again their resolution was a joke. if I had been informed or offered the extended hours the 1st Monday I would not have purchased another TV, but why would I give them a $3500.00 for $2000.00? certain channels audio and picture do not sink up I calle about that and I was called back the next morning by a tech that told me it was an inside issue and they were working on it and no one would be coming to my house well guess what that is happening on othe channels now. I am going to expose them to all the news stations as well as local news paper in all of their servicing areas. I have a hugh problem with the management team of sudden link, the tech that came to my house 8 days later to bring the hdmi cord was the nicest person, the manager in the athens office was nice and they used him to be the bring me the stupid offer of $2000.00 and taking my TV. what a joke. there is a lot more to this because it went on for 2 weeks and the owner as well as his complaint assistant are cowards. oh yea the gave me a credit for $36.00 for down time for the hdmi cord... what a joke. I must add that the Athens office was more concerned and did try to offer some resolution but could only do what they were instructed to do from the home office. I do have much respect for the assistant manager in athens and the tech that came out that Monday night that told me they do it all the time after hours to insure good customer service to their athens customers.