This past month my Internet service provider has been the bane of my existence. My service has been fickle, at best. More often than not, it will work for a few hours and then stop. And then I'll spend another hour on the phone with customer service trying to troubleshoot. They've sent a technician once to fix the problem, and our service worked for a week or two, but then last week it went out again. I wasted more time on hold and talking to very nice and very helpful customer service agents. (That's not sarcasm, the people I spoke with this time around tried to do the best they could.)
But alas, my service still goes out every couple hours and then stays out for several more.
I finally had to file a complaint against the company. I've never had to do that before so I turned to ConsumerAction.gov for advice on what to do.
My first instinct was to call up my Better Business Bureau, but ConsumerAction.gov advised that I try to contact someone higher up at the company first. So I hunted around on the company Web site until I found a contact name and email for the Vice President of customer relations.
Then I followed some of the suggestions from one of the sample complaint letters and read about next steps to take. I decided I'd wait a week before contacting the BBB to see if the company could resolve the problem. Earlier this week I got a phone call from the company telling me they were trying to get the problem fixed as soon as possible and I have another technician coming out this week.
I really hope this solves the whole problem. I hate paying so much for service and then not having it and I'd really rather not have to file a complaint with the BBB.
Have any of you ever had problems with a company that you had to file a complaint against? What was the process like? Was it easy or tough and did you get the results you wanted?
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