CHICAGO, ILLINOIS -- I run a small school in Chicago. Every nine weeks we enroll around 400 students. In October of 2010 we received a call from Primus saying they needed to replace our modem. Up until then service had been glitchy, but usable. Two days after the new modem our system went down. It wasn't fixed for two weeks. They said it was somehow our fault. But bottom line, we were without phones for two weeks in the middle of registration. Our enrollment for that term didn't reach 250.
After everything settled down I called a meeting with our Rep Scott. I asked for some form of compensation. Six months of free service – about $3600. Far less than the $20,000 or more I had lost. Scott said "he wasn't authorized to make that decision" but he would take it to his boss. The answer was no compensation. I then told Scott that we wouldn't pay anymore until I had the chance to talk to someone face-to-face. He said he would set it up – no meeting. I asked again – no meeting. Then they cut off our phones in the middle of our next registration period. Another $15,000 to $20,000 lost. I asked Scott if they could turn the phones on for a week, set up a meeting so we could work something out. No meeting, no phones. So I called our old phone service.
The next thing I heard from Primus was that our $2000 bill would be going to collection and a $14,000 cancellation fee would be added to it.
I called and asked for the names of Scott's boss and the person next up the line from him. I emailed all three with my story and documentation. I received an email back from Tom Mazerski. He was polite, but handed me a pile of corporate speak. "I am sorry we did not meet your expectations" "The problem we all have is that, to the extent there is a legal document between the companies, the business folks have to move over and let the legal process work.”
So it is not proper for Kevin or anyone on his team to comment on any of the legal/financial issues going forward"
I asked a couple of times who was above him that I could talk to. He never responded to the question. I have since found out that his title is president for U.S. retail services.
Talk about being stonewalled.
The bill has been turned over to a collection agency and now totals $24,000.
The economy has been hard on us, but adding in the lost revenue with no phones and the cancellation fee, it looks like Primus will be putting a thirty year old business out of business. Stay away.
Director, Act One Studios