From snorwood@nyx.net Mon Nov 27 21:44:03 2000 Date: Mon, 27 Nov 2000 21:40:51 -0500 (EST) From: Scott Norwood X-Sender: snorwood@panix2.panix.com To: Randy Jones Subject: RE: disgruntled customer In-Reply-To: <3F9ACFADAA5BD411B35000D0B7471E3BBC69B4@d83b0704.hb.flashcom.com> Message-ID: Errors-To: snorwood MIME-Version: 1.0 Content-Type: TEXT/PLAIN; charset=US-ASCII On Mon, 27 Nov 2000, Randy Jones wrote: > Hi Scott, > I just received your e-mail.I will forward it to the people who handle > this type of feedback. Thank you for your reply. Please add to the list of complaints that I was told that you handled this type of feedback. Apparently I was given incorrect information. If this is the case, then I apologize for the intrusion. I did receive an additional response from someone named Melissa Campbell which similarly failed to address my complaints. I have no idea who she is or what she does, but she certainly wasn't the least bit helpful. I am now sending you essentially the same response which I sent to her. In any case, I have the following comments: - You just replied to an email message which I had sent on Tuesday, November 21. I have repeatedly been told by Flashcom's customer service department that I should expect a response to such issues within 24 hours. Thus, the response is nearly an entire week overdue, which, even given the holiday issues, is unacceptible for what is being sold as a "business" service. - You apparently did not read or understand my complaints. 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)