More Mixed Reviews for DSLExtreme
Aug. 20th, 2003 11:42 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
shannon_aAbout a week ago now, I received a $200+ bill from my DSL company, DSLExtreme. It turned out that they'd been failing on their credit card charges for me since June, but hadn't ever sent a bill to my postal address. Since, I've learned that their "solution" was to send a notice to my "account" on their webmail system, with the lame assumption that I regularly cruise by their site because I don't have anything better to do.
After looking through my QuickBook records and discovering that they indeed hadn't billed me since 5/5/03, I turned around a check to them. Elapsed time: a day, maybe two.
Well today the fine folks at DSLExtreme turned my line off without notice. There hadn't even been any threats in the bill they sent, other than the fact that it was "Due Now". After a brief telephonic fling with a technical support rep, who affirmed for me that, yes, there was nothing wrong with my line, I was sent to a billing Ogre who said there was nothing that could be done until they'd received payment--no way, no how--then claimed she was transferring me to her supervisor, at which point I got put on hold for ten (more) minutes, then hung up on.
After a venting session with Kimberly, which mostly involved me cursing and her staring, I went back to the phones. This time I got a billing rep who actually had two neurons to knock together. I explained I was happy to make a credit card payment immediately, as long as they had some way not to cash the check that was already on the way (due there tomorrow, according to Intuit). "Oh no," she said, "Not necessary. I'll just turn your account back on pending that payment." She quoted me 30 minutes for restoral of service, but the line was actually back up in about 5.
So, I have mixed feelings. Based on DSLExtreme's policy of not sending important billing statements to the billing address, and then turning off service a week and a half after they finally did so, and the fact that the first rep I talked to was an idiot, a bitch, or both, I have severe qualms about their service. This is only compounded by the lies they were spouted about connect time last January. But, based on the second rep alone I would have been sufficiently mollified over the whole experience.
Wish I knew if their corporate policy was the idiocy or the actually-helping-the-customer attitude.
After looking through my QuickBook records and discovering that they indeed hadn't billed me since 5/5/03, I turned around a check to them. Elapsed time: a day, maybe two.
Well today the fine folks at DSLExtreme turned my line off without notice. There hadn't even been any threats in the bill they sent, other than the fact that it was "Due Now". After a brief telephonic fling with a technical support rep, who affirmed for me that, yes, there was nothing wrong with my line, I was sent to a billing Ogre who said there was nothing that could be done until they'd received payment--no way, no how--then claimed she was transferring me to her supervisor, at which point I got put on hold for ten (more) minutes, then hung up on.
After a venting session with Kimberly, which mostly involved me cursing and her staring, I went back to the phones. This time I got a billing rep who actually had two neurons to knock together. I explained I was happy to make a credit card payment immediately, as long as they had some way not to cash the check that was already on the way (due there tomorrow, according to Intuit). "Oh no," she said, "Not necessary. I'll just turn your account back on pending that payment." She quoted me 30 minutes for restoral of service, but the line was actually back up in about 5.
So, I have mixed feelings. Based on DSLExtreme's policy of not sending important billing statements to the billing address, and then turning off service a week and a half after they finally did so, and the fact that the first rep I talked to was an idiot, a bitch, or both, I have severe qualms about their service. This is only compounded by the lies they were spouted about connect time last January. But, based on the second rep alone I would have been sufficiently mollified over the whole experience.
Wish I knew if their corporate policy was the idiocy or the actually-helping-the-customer attitude.
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no subject
Date: 2003-08-20 12:14 pm (UTC)And they get a good rating there.
OTOH, it seems like you guys have had a lot of problems with them...
Personally, I think they owe you some credit -- a month of free service.
If they keep giving you probs, Speakeasy is really good...
Katherine
no subject
Date: 2003-08-20 01:14 pm (UTC)That's what I've been hearing, pretty much ever since we decided to go with DSLExtreme.
On the bright side I have enough phone lines going into my house now that I could just piggyback a DSL line onto one of those additionals, and thus not have down-time on a switchover.
Shannon