After almost two decades of being with TimeW@rner/Br!te House/Spektrum it was weather and customer service that moved us to drop them for FIOS. While with T.W. one could redo packages: add/drop, renegotiate items, ala-carte as it were with a phone call.
Weather phenomenon around 2017 caused a 10-day power outage in central Florida. Hence, no cable or land-line communications. Just cell service. Called B.H. who said "If there is no power, we cannot take action on your connection." Fair enough. After Day 10 of power loss, electricity is back. Called B.H. again who insisted that there was no power in our area. Infuriating, especially when Duke [electric] officially showed power to this area.
Majority of my job is done by computer & working-from-home. Since I was granted a reprieve from work because of network issues, a Frontear FIOS installation was purchased. Coincidentally the next day, our B.H. network was up. No phone call to or from B.H. Too bad, FIOS was coming in a few hours. When FIOS was up and running, B.H. was called to have the account closed. They asked for a reason.
ME: "You said B.H. would not check our network with the power off in our area. Yet Duke shows power is on. Our B.H. network came up after we called for FIOS. May I close my account please?" Instead of sending mailing labels and boxes to return equipment, B.H. sold our bill to a collector, no first notice or warning, just an immediate third party mail requesting payment. Thoroughly UNETHICAL and UNDERHANDED. Now we're receiving offers to "wave your outstanding bill for a really nice cable offer" - signed VP of Marketing. How does one offer forgiveness on a bill they no longer own? Even more unethical.
The B.H. CSR - customer service rep - should have just did her job. And B.H. should have emphasized customer service orientations. Or at least paid a third-party for this.
Customer Service (Wordnik):
1. The act of providing services to customers before, during and after a purchase.
2. A department that provides services to past customers.
Spectrum had sent me a flyer telling me about a faster internet speed that would increase my perfomance. They told me it would cost $200.00 for the install and I agreed. The tech came out and installed a new modem but then told me I had an accent point that I would no longer need. He told me the new modem would provide interenet access throughout my home. He removed the repeater as he left.
After two days I called and told them that my internet speed did not seem any better but more disturbing was I no longer had access to the internet throughout my house. I asked to go back to the lower speed modem and for them to return my repeater. I was told as a Spectrum customer they could change my modem speed remotely but Spectrum does not use repeaters.
I called and spoke to two managers and explained the situation to both. I told them I expected them to credit the $200 and I will go out and buy my own repeater. In both cases they told me, they installed the new modem so they would not refund or credit the $200.00. I explained that not only did their service not help my situation but it made the internet access worse. Yhey said they were sorry but suggessted where I could go to buy a repeater to give me better access in the home.
Bright House Reviews
After almost two decades of being with TimeW@rner/Br!te House/Spektrum it was weather and customer service that moved us to drop them for FIOS. While with T.W. one could redo packages: add/drop, renegotiate items, ala-carte as it were with a phone call.
Weather phenomenon around 2017 caused a 10-day power outage in central Florida. Hence, no cable or land-line communications. Just cell service. Called B.H. who said "If there is no power, we cannot take action on your connection." Fair enough. After Day 10 of power loss, electricity is back. Called B.H. again who insisted that there was no power in our area. Infuriating, especially when Duke [electric] officially showed power to this area.
Majority of my job is done by computer & working-from-home. Since I was granted a reprieve from work because of network issues, a Frontear FIOS installation was purchased. Coincidentally the next day, our B.H. network was up. No phone call to or from B.H. Too bad, FIOS was coming in a few hours. When FIOS was up and running, B.H. was called to have the account closed. They asked for a reason.
ME: "You said B.H. would not check our network with the power off in our area. Yet Duke shows power is on. Our B.H. network came up after we called for FIOS. May I close my account please?" Instead of sending mailing labels and boxes to return equipment, B.H. sold our bill to a collector, no first notice or warning, just an immediate third party mail requesting payment. Thoroughly UNETHICAL and UNDERHANDED. Now we're receiving offers to "wave your outstanding bill for a really nice cable offer" - signed VP of Marketing. How does one offer forgiveness on a bill they no longer own? Even more unethical.
The B.H. CSR - customer service rep - should have just did her job. And B.H. should have emphasized customer service orientations. Or at least paid a third-party for this.
Customer Service (Wordnik):
1. The act of providing services to customers before, during and after a purchase.
2. A department that provides services to past customers.
More: investopedia.com/terms/c/customer-service.asp
Spectrum had sent me a flyer telling me about a faster internet speed that would increase my perfomance. They told me it would cost $200.00 for the install and I agreed. The tech came out and installed a new modem but then told me I had an accent point that I would no longer need. He told me the new modem would provide interenet access throughout my home. He removed the repeater as he left.
After two days I called and told them that my internet speed did not seem any better but more disturbing was I no longer had access to the internet throughout my house. I asked to go back to the lower speed modem and for them to return my repeater. I was told as a Spectrum customer they could change my modem speed remotely but Spectrum does not use repeaters.
I called and spoke to two managers and explained the situation to both. I told them I expected them to credit the $200 and I will go out and buy my own repeater. In both cases they told me, they installed the new modem so they would not refund or credit the $200.00. I explained that not only did their service not help my situation but it made the internet access worse. Yhey said they were sorry but suggessted where I could go to buy a repeater to give me better access in the home.