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parting shot
Feb. 5th, 2011 10:30 amTo whom it may concern:
I'm trying something new.
Since my emails to customer service people seem to be pretty useless (an email with the correct address to ship a loaner modem did not result in me receiving said modem; emails to THREE different email addresses requesting a return label for said modem, since it didn't fix the problem, got NO response whatsoever; and an email requesting that my bill be prorated to reflect the lack of DSL service was likewise ignored)....
And, since I never had anybody contact me about any of the notes left on various trouble-tickets, demonstrating that that's not a good avenue for communication (not that I place much faith in the website as a whole - the website claims that the "legendary" customer support is located in Seattle, while all the customer service people I talked to were 4 time-zones ahead of me - Quebec? Then again, maybe that much is true - the legendary people are still in Seattle, just not working for you anymore?)...
And, since the people I talked to on the phone have been, for the most part, remarkably unhelpful and somewhere between misinformed and untruthful: A service rep should be able to correctly interpret solid and flashing lights on a modem. It really should not take TWO phone-calls and A WEEK for a modem to be "overnighted" to me (two days after the latest promised delivery date). And a service rep, when given windows of availability in which to schedule a technician visit, REALLY should be able to schedule that visit in one of THREE four-hour windows (and if that's not possible, NOTIFY THE CUSTOMER rather than schedule the tech visit for some random time)...
....I'm resorting to paper. After nearly a decade, I no longer wish to do business with you. Please close my account and void my Speakeasy email addresses. You are fired as my ISP.
Very sincerely,
(not customer number xx801 anymore)
I'm trying something new.
Since my emails to customer service people seem to be pretty useless (an email with the correct address to ship a loaner modem did not result in me receiving said modem; emails to THREE different email addresses requesting a return label for said modem, since it didn't fix the problem, got NO response whatsoever; and an email requesting that my bill be prorated to reflect the lack of DSL service was likewise ignored)....
And, since I never had anybody contact me about any of the notes left on various trouble-tickets, demonstrating that that's not a good avenue for communication (not that I place much faith in the website as a whole - the website claims that the "legendary" customer support is located in Seattle, while all the customer service people I talked to were 4 time-zones ahead of me - Quebec? Then again, maybe that much is true - the legendary people are still in Seattle, just not working for you anymore?)...
And, since the people I talked to on the phone have been, for the most part, remarkably unhelpful and somewhere between misinformed and untruthful: A service rep should be able to correctly interpret solid and flashing lights on a modem. It really should not take TWO phone-calls and A WEEK for a modem to be "overnighted" to me (two days after the latest promised delivery date). And a service rep, when given windows of availability in which to schedule a technician visit, REALLY should be able to schedule that visit in one of THREE four-hour windows (and if that's not possible, NOTIFY THE CUSTOMER rather than schedule the tech visit for some random time)...
....I'm resorting to paper. After nearly a decade, I no longer wish to do business with you. Please close my account and void my Speakeasy email addresses. You are fired as my ISP.
Very sincerely,
(not customer number xx801 anymore)