Complaint Review: Bright House / Spectrum - Pinellas County
After almost two decades of being with TimeW@rner/Br!te House/Spektrum it was weather and customer service that moved us to drop them for FIOS. While with T.W. one could redo packages: add/drop, renegotiate items, ala-carte as it were with a phone call.
Weather phenomenon around 2017 caused a 10-day power outage in central Florida. Hence, no cable or land-line communications. Just cell service. Called B.H. who said "If there is no power, we cannot take action on your connection." Fair enough. After Day 10 of power loss, electricity is back. Called B.H. again who insisted that there was no power in our area. Infuriating, especially when Duke [electric] officially showed power to this area.
Majority of my job is done by computer & working-from-home. Since I was granted a reprieve from work because of network issues, a Frontear FIOS installation was purchased. Coincidentally the next day, our B.H. network was up. No phone call to or from B.H. Too bad, FIOS was coming in a few hours. When FIOS was up and running, B.H. was called to have the account closed. They asked for a reason.
ME: "You said B.H. would not check our network with the power off in our area. Yet Duke shows power is on. Our B.H. network came up after we called for FIOS. May I close my account please?" Instead of sending mailing labels and boxes to return equipment, B.H. sold our bill to a collector, no first notice or warning, just an immediate third party mail requesting payment. Thoroughly UNETHICAL and UNDERHANDED. Now we're receiving offers to "wave your outstanding bill for a really nice cable offer" - signed VP of Marketing. How does one offer forgiveness on a bill they no longer own? Even more unethical.
The B.H. CSR - customer service rep - should have just did her job. And B.H. should have emphasized customer service orientations. Or at least paid a third-party for this.
Customer Service (Wordnik):
1. The act of providing services to customers before, during and after a purchase.
2. A department that provides services to past customers.
This report was posted on Ripoff Report on 10/09/2021 08:14 PM and is a permanent record located here: https://www.ripoffreport.com/report/bright-house-spectrum/pinellas-county-underhanded-1512654. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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