I posted a feed last week “Unhappy Customer” in regards to issue and complaint I have with support via phone. Individuals commented on my post and then one transitioned to messaging via private message. I received two messages 1 on Monday and one on Tuesday. After that I have replied, followed up, and inquired about the next step and not one response. Will my issues have a resolution?????????
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In 10/17 I became a customer of this company. I spoke with a representative that obviously was incompetent at his job. 1.I carefully and clearly explained to the representative what I needed due to I work from home and what my job involved, that I would need to most equipped device that would allow me to work effectively. 2. I requested the information for the differences between residential verses Business plans because of my work and what I do. His response was that there was no difference between them that they were basically the same. Therefore he set me up with the residential plan. 3. After discussions yesterday with another representative that is more informed than the original one, I did find out that there is in fact a difference. 4. That the plan package and modem set up by the original repressive, is not equip to handle the work load of my job, that I in fact need the business plan and modem. 5. I was also informed that I could simply change from residential to business with no problem, but I would have to pay fees for this and for that even though this was not my mistake. 5. One of the many representatives I spoke with and their manager when to a higher administrator and got the fees removed. 7. However once we went to begin the process of setting up the request for the service tech to come to my home and switch out the modems so I could utilize the buisness plan that is equip to handle the load of my job, I was hung up on and the representative never called me back. 8. Fast forward to today, I called and spoke to 7 representatives explaining over and over again the issue and what happened the previous day, I was on the phone for 3 hours and 15, several representative, several transfers before I actually got to the correct level to complete the process I had started yesterday, as soon as we began the process again to put in the work order. I was hung up on again, after calling several times, being hung up on 7 times, speaking to almost 20 Different people, as well as getting a different story from every one of them ( one says yes the fees will be waved due to this was not my mistake, to no the fees won’t be removed, I have to pay them because this is the way they run things). 9. By this point I was so frustrated, upset, and exhausted I was literally done and wanted to cry because the fact that a company would treat one of their customer this way was so disheartening. 10. At the current moment, I have still not had my issue corrected or resolved, and after speaking to multiple people at multiple levels within the company. I truly believe they will never make right what their employee messed up from the start. Seriously wanting to deal with another company!!!!!
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