• Report: #161782

Complaint Review: Insight Communications

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  • Submitted: Sun, October 23, 2005
  • Updated: Fri, November 04, 2005

  • Reported By:Long Island New York
Insight Communications
4701 Commerce Dr. Louisville, Kentucky U.S.A.

Insight Communications Ripoff installation problems, broken TV, poor customer service Louisville Kentucky

*Consumer Suggestion: My Television has beene fixed...

*Consumer Comment: Sorry if I offended you

*Author of original report: Well, here's the outcome.....

*Consumer Suggestion: Alternative Solutions

*Consumer Comment: Here's a crazy idea

*Consumer Comment: No TV for 2 weeks in his room *gasp!*

*Consumer Suggestion: Thanks for the advice...BUT....

*Consumer Suggestion: It sounds like your best bet is to let them fix it

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10/23/05

I just read the other 3 complaints against this company and wanted to share my current problem with them. I just moved here to Kentucky and ordered the triple play package from Insight. After waiting 13 days for an appointment for installation, I was told to be home between 11:30-2:30 for a service man to come. He arrived around 3:20, which wasted my whole day and he was here until almost 6pm. Anyhow, after he left 2 of my TV's were not working properly and my telephone kept shutting on and off.

To try to make a long story short, I discovered the installer had BROKEN one of my TV's while trying to install the cable wire to the back of it, but he left without telling me this. Apparently the cable wire did not fit properly into the metal piece on the back of the TV and it looks like he tried to force it in and instead just broke the entire piece off the TV. AFter several calls to insight and getting the runaround when asking to speak to a supervisor (they kept putting me on hold and I was on a cell phone since the house phone they installed wasn't working properly, by the way the cell phone calls were costing me almost $2 a minute since I was roaming, like I said I just moved here so my cell phone was on a different network), I got hung up on once and they kept saying a supervisor would call me back. The problem is the supervisor kept calling the HOUSE PHONE instead of the cell phone as I requested so of course I wasn't getting his calls. I called the police to ask them to come to file a damaged property report but was told by the police department to first try to solve the issue directly with Insight, so after 2 hours of phone calls I finally reached a superviser who assured me they would come the next day and take the TV to be repaired and he said it would only take a few hours or so and they would fix everything for me.

I finally felt relieved and the next day a representative came to my home. The rep was very nice (as was the first one who broke my TV) but the only problem was, he told me if he took the TV to their repair shop to repair it I wouldn't get it back for about 2 weeks!!!! Can you believe this? This TV is in my son's room and it would be a large inconvenience if he couldn;t watch TV or play his video games for TWO WEEKS!! SO the nice rep offered to temporarily hook up the cable through the VCR and suggested that I have them come pick up the TV for repairs if my son goes on a "visit to Grandma's" or something like that. Well, I agreed to the temporary fix just because I wanted the TV and cable working and didn't want my son without a TV for 2 weeks, but I'm not happy. We just moved here. We are from NY, I have no plans on my son visiting Grandma anytime soon.

I am just annoyed that because of their fault, I should have to be at any loss. SO far I have only been offered a $20 credit for the initial service man arriving late for my appointment. BIG DEAL!!! If they have to take my TV for 2 weeks shouldn;t they be rquired to provide a comparable replacement TV for use during that time or provide some type of monetary compensation? AT least the TV is working now (through the VCR), but the fact is it is still broken. It's a $300 TV that is about 3 years old. The second representative who came also fixed the problem with the other TV and the phone is working now as well. But the point is I already incurred an entire day's worth of aggravation, not to mention about $50 in cell phone charges for when I had to keep calling them back and forth to reacha superviser and I kept being placed on hold. If the house phone they had installed worked, I wouldn't have had to use the cell phone. I also missed half a days' work since I took off a half day on the installation day to be home between 11:30-2:30, meanwhile the man arrived after 3PM, I could have worked the full day and still been home by the time he arrived and all I get is a $20 credit for that. Any one want to offer their opinions or advice on this matter?

H
Louisville, Kentucky
U.S.A.

This report was posted on Ripoff Report on 10/23/2005 07:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Insight-Communications/Louisville-Kentucky-40229/Insight-Communications-Ripoff-installation-problems-broken-TV-poor-customer-service-Loui-161782. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Suggestion

My Television has beene fixed...

AUTHOR: H - (U.S.A.)

Dear Tim,

I wasn't particularly offended by your comments. I was offended by the person who wrote "try acting like a parental unit". Your comments were helpful and I thank you for that. Thank you as well for your comments on the firearms, I understand the way of life is different here and I will have to adjust to that by doing as you suuggested. Anyhow, for anyone who is interested, Insight finally fixed my TV. They came to pick it up on Tuesday and had it back in 2 hours. It's funny how they originally wanted me to wait two weeks and I had to make such a big deal just to get the job done promptly. But, everything is settled now, so I suggest to anyone out there reading this having problems with Insight: don't let them give you the run around, be firm and demand what is right and eventually they will do right by you as they did by you. Thaks for letting me share my comments on this board.
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#2 Consumer Comment

Sorry if I offended you

AUTHOR: Tim - (U.S.A.)

Dear "H",

I apologize if any of my comments were inferred to be offensive with respect to your parenting skills. Such a brief report could easily be misconstrued by the readers.

On a note aside,please do not prejudice yourself against households with firearms. I'm sure that in Long Island, such things were rather uncommon and carried the connotation of violence.
In most of Kentucky, it is not uncommon to have firearms for the purpose of hunting.

I would wager that you will find that responsible owners of such weapons keep them secured to prevent unauthorized access. I would never leave a firearm accesible to my children any more than I would leave one of my many power tools unattended.

I'm sure that as you meet the parents of your child's friends, you will quickly be able to ascertain the level of safety and security with respect to firearms in each particular household.
Good luck in your new community and job.

Resectfully,
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#3 Author of original report

Well, here's the outcome.....

AUTHOR: H - (U.S.A.)

I called Insight back and told them the 2 weeks was unacceptable and after getting the run around a little bit when I asked to speak to a superviser, they then offered to pick the TV up on Monday and have it back FIXED the same day. That is what I expected in the first place, so hopefully all turns out well.

I appreciate most of your comments, however I have somethingt o say to the person who suggested my child "play outside in the fresh air" and to the person who said "Try acting like a parental unit and spend time with your child. What a whacky idea." Well, I am a very good parent and I spend plenty of quality time with my child. We are a close knit family and after I help my child with his homework after school every day, I allow him to have friends over MY house to play. No, they don't ALWAYS use the TV, sometimes they play board games or Yu Gi Oh cards BUT the point is that if they WANT to play video games or watch TV in his room, they should be able to, that is MY decision as a parent. Of course I would love for them to go out and get some fresh air but as I said before, it is getting very cold out here and the time before it gets dark and too chilly to be outside is limited.

Also, since I just moved here, I do not allow my child to go to the other children's houses since I do not know enough about their parents yet and I have been led to believe by neighbors and the children themselves that most of these parents have GUNS in their houses, something I don't believe in, so I prefer to provide a safe environment in MY home and have the children over here rather then send him to a house where there may be guns or who knows what else in there.

AT 6PM we have a family dinner EVERY night. Then we spend our family time together after dinner. We also do plenty of family activities on the weekends. I just find it very nervy for someone to tell me "try acting like a parental unit" when you don't know anything about me.

This forum is about rip-off reports and I used it to report just that and you have the nerve to judge my parenting skills? I can't believe the editor even allowed such a comment on this board. I just moved here and already I am an involved parent in my child's school, I even sometimes visit him in school for lunch and the other kids say "I wish my mom would come up here to have lunch with me", so don't try to give me advice on being a parent because I have done an excellent job so far raising a well behaved, well rounded child who is polite, well mannered and smart. Thank you very much.
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#4 Consumer Suggestion

Alternative Solutions

AUTHOR: Tim - (U.S.A.)

I understand your frustration and discontent.
Perhaps your son could visit his friends' houses (on a rotating basis) and enjoy the video games there.
I have two children who will never have a TV in their rooms for this exact reason. TV is very addicting. We watch it in our living room as a family and on a very limited basis. Instead, we play board games, do home projects together and discuss the events of the day together over dinner. The running joke is our daughter will be the only girl in her third grade class who can weld.
That being said, I can't imagine the repair taking more than a few hours at most and would suggest the cable company set an appointment with the bench technician which would ensure the timely return of your son's TV. It IS frustrating knowing the set is just "sitting there" waiting in line to be worked on, when they could procure the part and install it in just a matter of an hour or so.
With all due respect, being without a TV is not nearly as serious as being without a home or food or family. Ask the survivors of Katrina, Wilma et al.

respectfully yours,
"Turbeaux"
Tucson, AZ
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#5 Consumer Comment

Here's a crazy idea

AUTHOR: Robert - (U.S.A.)

Try acting like a parental unit and spend time with your child. What a whacky idea.
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#6 Consumer Comment

No TV for 2 weeks in his room *gasp!*

AUTHOR: Honest Sam - (U.S.A.)

How about 2 weeks of playing outside in fresh air, or doing something else productive?
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#7 Consumer Suggestion

Thanks for the advice...BUT....

AUTHOR: H - (U.S.A.)

I know that's the best idea. The problem is the 2 week time period of my son not having a TV in HIS OWN room. It will really cause a big headache for me. Yes, I have a TV in the living room and one in my bedroom but he uses the TV in his room EVERY DAY when his friends come over to play the Playstation, gamecube, etc, or watch cartoons. If he was to use one of the other TV's for this it would casue me aggravation having the kids in my way in my living room and I certainly don't want them in my bedroom. And now that it's not summer and it's cold out, the kids spend most of their time indoors instead of outside so my complaint is that I shouldn't have to "cope" with the problems caused due to Insight's irresponsibility. I bought a TV for my son's room to add convenience to our home and if Insight is now going to take away this convenience for two weeks, I just feel they should be responsible for providing compensation or a replacement TV to be used during that time. Of course, they have to fix it, they broke it, but what about fixing the problem they will be causing by taking the TV for 2 wweks? Thanks for the advice but I don't think I should have to "cope with it" since I didn't cause the problem, they did, so they should offer a better solution.
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#8 Consumer Suggestion

It sounds like your best bet is to let them fix it

AUTHOR: Anne - (U.S.A.)

That's what they are offering to do to remedy the issue. It's probably the best you are going to get.

Your child won't have a TV in his bedroom for two weeks, but having it fixed seems to be the least painful way for you to deal with this. If you have other TVs in the house your child can use another TV for those two weeks. You can also use the experience as good example of how to adapt to inconvenient circumstances. They happen to all of us and it's never too early to learn to cope.

And once they have fixed the TV and returned it, you can put the whole thing behind you.

Anyway, that's my opinion and advice on the matter.
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