Adelphia_nightmare
Guest
|
 Posted:
Tue Dec 07, 2004 11:35 pm Post subject:
Problems with adelphia cable modem service |
|
|
Hi, I have adelphia cable modem service. Perhaps I should call it
"dis-service".
The biggest problem I have with Adelphia is their customer service. I
guess I should be happy, eh? I mean, it is a bankrupt company whose
former CEO's were all crooks, namely the Rigas brothers.
But if you have a problem with the internet service you have to call
their 888-683-1000 number. You no longer are supposed to be able to
call their local number although if you do and are creative usually you
can get through to someone.
Usually all I want to do is let them know that the service is down.
I'll carefully verify it isn't my hardware, and then I want to call
them to let them know.
I might as well be asking for Middle-eastern peace. They want to be
sure it's not your hardware that's the problem. Often I've spent over
an hour going through the whole system with their tech support people.
I've done this many dozens of times. I almost wonder if they don't do
this just to discourage you from calling.
So there is an option. Their corporate headquarters is in Colorado
Springs, CO now after they moved from Coudersport, PA. The phone number
there is a closely guarded secret, or so some of their employees
contend. It is 303-268-6300. Ask to speak to Johnny Meeks in the
Presidents office, or the President himself, Ron Cooper, or even the
CEO, William Schleyer.
Sometimes it works to talk to them. But it doesn't help to be rude to
them as that just gives them the excuse to write you off as a nut.
In getting the phone number I mentioned the fact that I saw many dozens
of people online complaining about their service. Their response was
"we know we have issues". Well, FIX IT ALREADY.
Also, if you are having problems, complain to your local BBB, your
local city council (as they approve licenses locally), to your state
attorney general's office, and the public utility commision. You do not
have to put up with lousey service from Adelphia, but you do have to
fight like hell to get good service.
Dealing with Adelphia has been good for me. When I have to wait in huge
lines at the Post Office, or deal with a huge morass of rules with the
IRS, or deal with utter incompetance at the Dept. of Veteran's Affairs
or the Social Security Administration, I can always say "Well at least
it's not as bad as Adelphia". |
|
Warren
Guest
|
| Posted:
Wed Dec 08, 2004 2:06 am Post subject:
Re: Problems with adelphia cable modem service |
|
|
Adelphia_nightmare wrote:
| Quote: | Usually all I want to do is let them know that the service is down.
I'll carefully verify it isn't my hardware, and then I want to call
them to let them know.
|
Unless the outage is between your cablemodem and the tap for the drop,
the engineering folks will know before you can call customer service.
(Customer service likely won't be notified unless the outage is going to
be an extended one.)
| Quote: | I might as well be asking for Middle-eastern peace. They want to be
sure it's not your hardware that's the problem. Often I've spent over
an hour going through the whole system with their tech support people.
I've done this many dozens of times. I almost wonder if they don't do
this just to discourage you from calling.
|
They do this because 80%+ of the calls to ISP's involve customer
equipment or software, and do not involve outages. If the outage is a
network outage, as I said, engineering will know without you calling. If
it's not a network outage, before they spend the money to roll a truck
out to you, they need to eliminate the far more possible situation that
it's a problem on your end that can be corrected over the phone.
To put it a little plainer, if they *didn't* take the time to do this
with you, and treated everyone the special way you wish to be treated,
the cost of providing the service would increase exponentially.
--
Warren H.
==========
Disclaimer: My views reflect those of myself, and not my
employer, my friends, nor (as she often tells me) my wife.
Any resemblance to the views of anybody living or dead is
coincidental. No animals were hurt in the writing of this
response -- unless you count my dog who desperately wants
to go outside now.
See the Christmas Lights:
http://www.holzemville.com/xmas2004/ |
|
FAQ
Memberlist
Register
Profile
Log in to check your private messages
Log in