• Report: #378286

Complaint Review: Suddenlink

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  • Submitted: Fri, October 03, 2008
  • Updated: Fri, October 10, 2008

  • Reported By:Nacogdoches Texas
www.suddenlink.com Internet U.S.A.

Suddenlink What Extremely Poor Customer Service!! Internet

*UPDATE Employee: Delighted to assist you

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Funny how hard it is to get someone from Suddenlink on the phone to talk to you when every time I read bad reviews online, someone (PETE ABEL) is always there to defend the company. I'm glad you feel that you depend so much upon your image online, because I will be posting this in just about every place I can find.

We have been TRYING to get service for weeks. The first thing that we were promised was that no one would have to come out and install anything. We were told that we could just hook everything up according to the instructions and we would be set. They scheduled for someone to get service turned on for us the next day but said that because of the hurricane, we would likely get service late the next week instead, which was fine with us.

You shouldn't let people who work for you make empty promises. After waiting until late the next week, still nothing worked. We called and they said that they had turned on service and would send a tech guy out on Friday to see what was going on. They ALSO said that the tech guy would call and let us know what time he would come out. WRONG! The tech guy called from a private number and left me a message to let me know that he was 'on his way.' So I rushed home from work but by the time I got home I already had a note on my door from the guy saying that he came and I was not there. He had left. He left me his name (GREG) and the number to the Nac office, which did me absolutely no good because the number to the Nac office is NOT the number to the Nac office.

I called the number and someone said that they would get someone out the next day. I called later on Friday to confirm and someone else on the phone told me that they did NOT schedule for someone to come out the next day. Instead, they scheduled someone to come out TWO WEEKS LATER. Meanwhile, we get a bill in the mail for service that we aren't even getting and can't even use. TWO WEEKS pass. To be safe, we stay home all day. Afternoon rolls around and still no one has come or called. We call to make sure everything is alright and find out that as of four days prior, our appointment had been cancelled...and NOT by us. Someone in a Suddenlink office (NACOGDOCHES, in case you're interested) cancelled our appointment and didn't even think to let us know. We have both missed out on money that we could have been earning had we not been home all day and at work instead. A guy names CURTIS promised to send someone out today but I'm having a really hard time believing that it's actually going to happen.

Since when is customer service not a priority? Just because you happen to have a monopoly on a service in a certain region does not give you an excuse to treat your customers like they don't matter. Just a few critiques: Your phone message system is terrible. No one wants to stay on the line for THAT long listening to a recording and ultimately getting nowhere. I don't like calling the number listed for the Nacogdoches office and getting someone from the corporate office who has no idea what's going on over here. Also: apparently there is a Nacogdoches office but no tech guys in the city??? That's what we've been told. How are we supposed to expect that someone is going to be able to come out and help us if they're supposed to have to drive here from an hour away? Seriously, I've resorted to writing bad reviews of the service and I don't even have actual service yet. But this seems to be the only way to get things done...unless you're making promises online and not delivering in reality. Wouldn't be much of a surprise, would it?

Looking for Internet or Cable? If you have the option, do yourself a favor and go with someone else. Suddenlink is not worth the trouble and frustration.

Nacogdoches, Texas

This report was posted on Ripoff Report on 10/03/2008 01:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/Suddenlink/internet/Suddenlink-What-Extremely-Poor-Customer-Service-Internet-378286. 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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Updates & Rebuttals

#1 UPDATE Employee

Delighted to assist you

AUTHOR: Pete Abel - (U.S.A.)

On behalf of Suddenlink, I apologize for the trouble you've experienced. Typically, when I respond, I don't just respond with a "defense," but with an offer of help, encouraging customers to email me with relevant information, so I can work with appropriate managers to get issues resolved. I and my colleagues have successfully helped dozens of customers this way and would like to try to do the same for you. Please contact me at pete.abel@suddenlink.com. More information on who I am here: http://www.suddenlink.com/about/executives/abel/. Thank you.
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