Do you ever feel like somehow your the UNlucky customer who happened to get the one person who can somehow manage to mess up the most simple of things? Hmm let me back up. We have been trying for the last week and a half to get our office set up out of our house so we did some calling around and got quotes from Cox and AT&T. Well AT&T happened to be considerably cheaper and were able to get us set up at an earlier date than Cox. So we scheduled an appointment for installation with them lets just call it day 1.
Day 2: "Installation Day" We were set up as an all day appointment, they told us someone would be out to install everything sometime between 8am-5pm. So to be sure we did not miss them, Richard stayed home all day to wait. Noon comes around, still no installation guy so I call customer service to see if I can get a rough ETA on him just to get an idea, I hold for a real person for 15 min before I give up and get back to work. 3pm, Rick calls again to get an ETA, gotta be soon right? He holds for another 15 min just to find out that "some one" changed our installation date to 2 weeks later. what?! He tries to ask why and their excuse is that I emailed them saying I changed my mind. . .now I know I can be forgetful but really? I'm pretty sure this is something I would remember. I am still at work as all this is going on of course, it was a long and busy day so I didn't actually get home til 430ish. As I walk in the door, Richard was then on hold for the bosses boss and had been on the phone with customer service for an hour and a half. He had been holding for quite sometime so handed me the phone for a little bit, I waited another 5 min or so until a very rude lady picked up the phone. She asked what I needed and I politely explained the situation to her and asked what she could do to resolve it. She responded with a dont know dont care attitude. After refusing to hang up until a solution was found we discovered the person who originally took my order for the installation was working on two different accounts at the same time and confused the two.We ended up rescheduling for 4 days later, never once did she apologize for blaming this mistake on me. ugh!
Day 3: "Installation Day Redo" So here we are 4 days later. It is another all day appointment :/ I call 8am to get an ETA and make sure someone actually is coming this time. They confirm it is on a techs schedule but cannot give an ETA so early in the day and say to call later in the day. 1pm I call again they say we are next on the list and that he should be there in about an hr. 330pm the tech shows up and apologizes, he says they JUST gave him the order to come to the house. This poor older man was at our house until 7pm getting everything set up for us. He looked at the order and the equipment they sent and was immediately confused on what they were doing. Fortunately for us he was able to hook everything up the way we needed it.
The whole experience with this company has been very long and stressful, really hoping the worse is over with them and that I will not ever have this kind of problems again! Their tech people seem to be much more friendly and helpful!! We were also able to get our installation fees waived by corporate for all the trouble we had to go through. :) **Finger crossed for days to come**
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