From snorwood@nyx.net Tue Dec  5 18:09:15 2000
Date: Tue, 5 Dec 2000 18:08:40 -0500 (EST)
From: Scott Norwood <snorwood@nyx.net>
X-Sender: snorwood@panix3.panix.com
To: Timothy Crabill <TCrabill@flashcom.com>
Subject: RE: disgruntled customer
In-Reply-To:
    <6314D2E70A21D411AF7F00D0B769624E7ECF81@40bc72cf.pp.flashcom.com>
Message-ID: <Pine.NEB.4.21.0012051755100.7607-100000@panix3.panix.com>
Errors-To: snorwood
MIME-Version: 1.0
Content-Type: TEXT/PLAIN; charset=US-ASCII

On Mon, 4 Dec 2000, Timothy Crabill wrote:

> Your line has already been cancelled so we would not be able to do the ISP
> switch forms. We have also stopped doing ISP switches as well. I am sorry I
> am unable to assist you in this request.

So you are essentially saying that I am screwed.

Please note the following:

 1. According to Covad, my line has _not_ been cancelled, and they have
    _not_ received any notification of cancellation from Flashcom;
    therefore, they have told me that it is not too late to submit
    the ISP switch form

 2. The entire reason why I need this form is that Flashcom was
    unable to provide the service that they had promised when I
    first signed up with them; had Flashcom been able to provide
    the service which they advertised, I would be a happy customer
    of Flashcom.  What you have essentially said here is that,
    because I (stupidly) trusted that Flashcom would be able to
    provide the service which it advertised and thus signed up for
    an account with them, I must now wait another 6-8 weeks for
    the local phone monopoly to provision another line pair.  This
    is incredibly silly, since I am trying to switch to another
    ISP because of Flashcom's inability to provide adequate service.

Can you possibly understand why this makes me upset?  It's bad
enough that Flashcom's service was not as advertised, but it is
even worse that your company appears to be unwilling to allow me
to switch to another provider who can provide the service which
I need.

Please remember that I was a subscriber to Flashcom's business-grade
service.  Businesses can't afford 6-8 weeks of downtime due to
something like this.

All I ask for is 192k SDSL service which works and for which the
provider offers a high level of customer service.  I had hoped that
Flashcom would be capable of providing this.  Since they are not,
I feel that the least that they could do is allow me to switch to 
another provider.  The service which Flashcom has provided to me
has been generally awful and this is their once chance to redeem
themselves.

Thank you.

- Scott