It's too bad when a few rotten apple's ruin the whole bunch.
On October 4, 2011, I contacted Mediacom customer service to notify them that I would be moving and that my service needed to be transferred or disconnected/reconnected. The female agent I spoke with, who was later identified as PAC (the operator's initials supplied to me from other Mediacom agents as listed in their records), told me that I was in 'luck' because the service charge would remain the same price as I was currently paying. (Lucky me) She then informed me that there would be a $29.99 fee to have a installation person come to my new residence and connect my service.
When I questioned this charge, she rather smugly mentioned that you have to pay a transfer fee when you move your utilities to a new address (which you don't) and that was the same with them. When I asked about disconnecting the service, she said I would be charged an early termination fee of near $240. At this point, which of the lesser evils would you have chosen? The earliest they could have a service person at my new residence was Monday, October 10, 2011, between 1pm and 5pm. Appointment set, I moved along with my day.
We were staying at our new place as of October 5, earlier than expected. On October 6th, while I was having oral surgery, my boyfriend hooked up the modem and router so that it would be ready for the tech on 10-10 and to his surprise everything worked properly. (we only use mediacom for internet. I do not have cable due to the price and would never get a home phone through this company knowing what problems my friends have gone through with the phone service.) On Sunday, October 9th, I called into Mediacom's customer service to inform them that we did NOT need a tech to visit for the scheduled appointment. Operator 1A2 informed me at that time that there Would NOT be a service charge and would have a supervisor remove the charge of $29.99 and the appointment would be cancelled.
This is where the real problems start....
On December 27, 2011 my bill was past due and service had been temporarily disconnected. I called into the automated payment line and was told the amount due was $30 MORE than what I expected it to be. The first customer service agent I spoke with was Max. As he was reading through the bill, he first told me that my service had INCREASED from $19.99 to $29.99. At this point, I'm only 6 months into my 2 year agreement. He then mentions a charge of $29.99 to have my service moved. After his insistence that my monthly charge has increased , I ask to speak to a supervisor.
Supervisor Roosevelt ends up with my call and say's that my monthly price of $19 was still valid. (ok, good news) I then try to explain to him that our service was already on when we moved in and that no one came to my house to connect the service. He insists that the charge is valid and that a tech was here on SUNDAY OCTOBER 9TH AND HAD THE ORDER MARKED AS COMPLETED AT 8:50 P.M. I don't catch this at first and keep trying to tell Roosevelt that no service tech from Mediacom came to my residence and that the service was working properly when WE hooked up our equipment on Oct 6th.
After more arguing with Roosevelt, he proceeds to tell me that they promptly disconnect service from the pole when a person moves. He also mentions that the service at my former residence was disconnected from the pole on November 2nd. I moved on October 5th......that is not a prompt disconnect in anyone's book. He also insist that Mediacom does not just randomly leave unoccupied residences connected to their servie. Really?!?!?!.....
I have known of more than a few people who are or were receiving free cable because it was never disconnected when the previous tenant moved out. I ask to have the previous phone calls on 10/4 and 10/9 pulled and listened too (they record all calls for quality and training purposes) because I was told that the charge was to have someone visit my home and later that the charge would be removed because it was already up and running prior to the service date. Roosevelt has to put in a request to do this and can not tell me them name of the rep who was here on Sunday 10/9.
After hanging up with Roosevelt, I decide to go through my history on my computer and sure enough, we were up and running with internet at 5:13 p.m on Oct 6th. I decide to call back into customer service and this time I talk to Jay operator ID C37. I again explain the situation to Jay, telling him the above drama and low and behold Jay UNDERSTANDS what I am saying. He tells me that he has filled a report which will be escalated and that the $29 charge will be OFF my account within 24 to 48 hours.
When I returned home on 12-28, the first thing I do is call into the automated payment line, expecting to pay my bill minus the $29 dollar charge. It's been about 24 hours at this point and of course the charge is still on my bill. When I'm connected with a CSR, I get Karen on the line so here we go again with the story. Blah, blah, blah is what I hear from Karen so I again request a supervisor. At this point I'm keeping detailed notes of all my calls and when I ask for Karen's operator ID# I'm promptly placed on hold. Nice....real nice.
This is when I encounter Catherine op# 24C.....and by the way, I will be filing a formal complaint against this supervisor. I go through this again with oh-not-so-lovely Catherine who tells me that the charge is valid and that she is REMOVING the credit that was given to me by Jay. At this point, I'm ready to blow, so my boyfriend takes the phone. He tries to explain the situation, that NO ONE EVER CAME TO OUR HOME TO CONNECT THE SERVICE, but Catherine and her snotty attitude not only interrupts him several times (he has the phone on speaker) insists that a tech was here not only on Sunday but as well on Monday October 10th. She actually HANGS UP ON HIM MID-SENTENCE. This was at 11:12 p.m December 28 2011.
Of course, I IMMEDIATELY call back and within 4 minutes I'm talking to Mary Jane op#C47. There are already notes on my account from Catherine that she is reading through. Mary Jane asks if I would like to file a complaint against her and you bet your butt I would. She offers to transfer me to another supervisor named Sean Rile op#C02. So for the 7th time, I start this entire story over with Mr Rile. After making these valid points:
1. I have my browsing history that shows I had service 4 days prior to the appointment date
2. The note in their records that service was completed on 10-9-11 at 8:50 p.m is actually the call that I PLACED INTO MEDIACOM TO TELL THEM MY SERVICE WAS WORKING AND DID NOT NEED A TECH TO COME FOR THE SCHEDULE APPOINTMENT ON 10-10-11
3. Why would they send 2 separate tech's on 2 separate days to hook up one service?
When I have had new service from mediacom installed in the past, the tech ALWAYS calls prior to coming to my home to make sure that I am there and that I will be expecting them.
In the end, Sean IMMEDIATELY placed a credit on my account for the $29.99. Thank you Sean, Mary Jane, and Jay for your wonderful customer service skills. The rest of you need to take a serious lesson from these operators instead of arguing, accusing and passing the buck with your customers. Not only am I a paying customer I AM ALSO A CUSTOMER SERVICE REPRESENTATIVE. I would never speak or treat any of my customers the way that I was treated by these people.
A word for those of you out there who still may have to deal with this company and it's reps......DOCUMENT EVERY CALL YOU MAKE TO THEM!! Get the person's name, their operator ID number, the time you called and what was said. I am going as far as recording the calls on my end the next time I have to deal with them - and when I say recording I do mean using a digital recorder. Also, after a certain time of evening....their customer service center is routed to the PHILIPPINES. IT IS NOT HERE IN THE US SO IF THEY TRY TO TELL YOU THEY HAVE MANY CALL CENTERS WITHIN THE UNITED STATES, CHANCES ARE YOU ARE SPEAKING TO SOMEONE OVERSEAS. They will also try to tell you that they have many call center's over there is well......ask if the center manager is RENEE RAGUDO - If so, you are dealing with same group of people I dealt with.
NEVER BE AFRAID TO RUN YOUR PROBLEM UP THE CHAIN OF COMMAND! THAT IS WHY THERE ARE SERVICE REP'S, SUPERVISORS, MANAGERS, CENTER MANAGERS AND PEOPLE ABOVE THEM.