Forum Discussion

BungalowMo's avatar
BungalowMo
New Member
2 years ago

Bad install.....Bad customer service on the phone

I have had my service for just a few days and there are a few issues. When the installer was connecting the cable coming in the wall, he saw that my wall plate was buggered up where it mounts to the ...
Performance
maratsade's avatar
maratsade
Distinguished Professor IV

Your frustration is understandable, but you have come to the right place. Here we subscribers can interact with corporate reps, who have much more authority than the phone reps.  If you're a business subscriber, though, you will need to call 800.347.3272 for support.

 

Two things:

 

  • The reps here may not reply right away.  They will reply, though, but they're not here 24/7, so you may need to wait a bit.
  • You can cancel if you want, but keep in mind that it'll cost you $400 (more if you have a business account EDIT: actually, it looks like it's also $400 for business accounts). That's the Early Termination Fee (ETF). I suggest you read the subscriber agreement (this is a legally binding document) and that you read about the ETF. 
BungalowMo's avatar
BungalowMo
New Member
2 years ago

So if I have major issues less than  a week into the service, they get $400. If they cannot resolve this, I will pay it to be able to watch tv.

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    2 years ago

    The ETF applies from the moment the system is installed (this is stated in the subscriber agreement). However, if they cannot resolve your concerns after best effort troubleshooting (this means, you working with the reps here to do troubleshooting on your system), they are happy to work with you regarding the termination fees. 

    • BungalowMo's avatar
      BungalowMo
      New Member
      2 years ago

      After reading up more on that buffering issue, I've seen posts dating back to at least 2016, so it is a known issue. Known to all but new customers, that is. Not the kind of surprises people enjoy.

      • Remy's avatar
        Remy
        Moderator
        2 years ago

        BungalowMo,

         

        Thanks for reaching out! I see it's your first post here. Welcome to the Community! I was able to get your account pulled up through your Community profile, which is great! I went ahead and read into the previous call notes with the agent you spoke with, and it seems they did in fact escalate you to our Post Install team! They'll reach out to the phone number on file, and will make sure the issue is resolved! I'll keep an eye on the case, and provide updates as they come. In regards to the buffering issue, I wasn't able to locate previous troubleshooting history. What streaming services do you commonly use to watch television?

         

        Thanks,

        Remy