From snorwood@nyx.net Sat Nov 25 20:19:29 2000 Date: Sat, 25 Nov 2000 20:18:04 -0500 (EST) From: Scott Norwood X-Sender: snorwood@panix6.panix.com To: Melissa Campbell Subject: Re: Flashcom: Your account In-Reply-To: <6314D2E70A21D411AF7F00D0B769624E81BB62@40bc72cf.pp.flashcom.com> Message-ID: Errors-To: snorwood MIME-Version: 1.0 Content-Type: TEXT/PLAIN; charset=US-ASCII On Sat, 25 Nov 2000, Melissa Campbell wrote: > I regret to inform you that lowering your price from the current > $99.95 is something that we can not do. You are at the lowest price for the > speed you are currently getting. Thank you for your response. I do, however have the following comments: - This is apparently a response to an email message which I had sent on Tuesday, November 21. I was told that I should expect a response within 24 hours. Thus, the response is three days late which, even given the holiday issues, is unacceptible for what is being sold as a "business" service. - Your reply, like most of the email messages which I have received from Flashcom employees, was in HTML. Please note that not everyone uses a mail client which is capable of handling HTML and that many of us consider HTML email to be extremely rude and disrespectful. - Most importantly, I find it highly upsetting that the level of customer service has declined substantially since I first signed up for the service back in September. At the time, customer service was 24/7 and apparently has since dropped down to 10/5, yet the price of the service has not changed. The current level of customer service is highly unacceptible for a business- grade service and the excessive "hold" time (15+ minutes on average) makes it even more so. I won't even mention the fact that most of your employees appear to be incapable of actually _doing_ anything. I spoke with one employee who told me that he could not help me with my problem and, when I asked if I could talk with someone who could, replied that there was no one else in the entire company to whom I could talk. Again, this is highly unacceptible. As such, I have cancelled my DSL service as of Wednesday, November 22. I spoke with someone named Belinda Hall (949-608-6309) who assured me that I could cancel the service with no penalty for early cancellation due to my exceedingly poor experiences with Flashcom's customer service. I am away for the weekend, but will be returning the equipment to Flashcom sometime next week. I had really hoped that this would not have to come to this conclusion, but I really don't think I had much other choice, given the hours I have spent on hold trying to talk to customer service employees who are either incompetent or attempt to be helpful but are incapable of doing anything to help my situation. It seems that Flashcom is offering a good product, but that your customer service leaves much to be desired. If there is anyone at Flashcom who would like to discuss the details of my dissatisfaction with their service in hopes of improving service to customers who sign up in the future, then I would be happy to oblige at a mutually agreeable time. In the meantime, I will be using dialup UNIX shell access and will not be recommending Flashcom to my friends and co-workers. - Scott (757-565-0894)