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| Succumb to the Corporate Suck [Burlington Telecom] |
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| Written by Adam Cooper Wood | ||||||
| Saturday, 04 October 2008 | ||||||
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(subtitled 'Why I still haven't left Comcast') So excited I was to find out about Burlington Telecom, the city of Burlington VT's answer to Comcast & Vonage (does that place stil exist?). They promised cheaper rates, great bundled deals and that if I signed up for their mailing list they'd contact me when they had wired my street. Wow. Awesome. Totally great. I signed up for updates. About 3 months ago I emailed them to see if they'd wired my street. Yup! I must've missed the alert I'd signed up for. Weird. Oh well. Whatever. It's still not Comcast- it's Burlington Telecom. So I call them. "We're in your area!" they say and require that I send them a landlord permission form (I'm a renter), and once they receive it they'll contact me to set up installation. I get my landlord to sign the form (he's cool, it's easy), and fax a copy. Weeks pass and I hear nothing so I call Burlington Telecom. Apparently they didn't receive the fax. She puts my on hold to check someplace else for the fax (what- 2 fax machines?) but can't find it. So I decide to fax another. Another week passes and I hear nothing. Last ditch effort- I decide to drop one off in person. I arrive just after 5pm at Burlington Telecom and it's closed so I slip it in the mailbox (hoping they won't lose this one). A week and a half passes- this time I send an email explaining how frustrating it is that they can't seem to find 3 copies (also, if they didn't want me to fax the thing, maybe omit the fax number from the form or write something along the lines of 'Hey, we need the original copy, please, not a fax'. I receive an apologetic email from Burlington Telecom the next day telling me to call them at my earliest convenience. Finally, I think things are really turning around. I call a few days later, discuss my options and opt for the next available appointment- 3 weeks away (which happens to be today). She gives me a window during which the technician will call me- between eight and eight thirty in the morning. Wow, tiny window. Definitely convenient! it really isn't Comcast! It's 11:00am and still no call. Two lost forms, two broken promises, and three hours of wasted time. Just like Comcast only less organized (wow, is that even possible?) Believe me I was excited to switch. At this point I've heard too many similar stories about Burlington Telecom's customer service to consider it at this point. Oh yeah, they wanted to charge me 45 bucks to install their service too. According to the state of Vermont's BURLINGTON TELECOM CABLE TELEVISION CUSTOMER SERVICE QUALITY & COMPLAINT STANDARDS, MONITORING & REPORTING PLAN Section I: Service Quality Performance Areas: G. At least 95 percent of the time under normal operating conditions, Burlington Telecom shall offer a four-hour "appointment window" during normal business hours. Oh ok. Four hours. Just like Comcast. Maybe a Saturday appointment isn't under normal business hours. Does that mean I should wait 6 hours? Or maybe I just fell into that unlucky 5 percent. I. At least 95 percent of the time under normal operating conditions, the customer shall be contacted in advance if a company representative is running late for an appointment and shall be unable to keep the appointment as scheduled. These customers shall have the opportunity to reschedule at a time convenient for them, or continue to get service from the suck-fest known as Comcast. [I added that part]. Wonder how long it will take my company rep to inform me that s/he's running late? I'll keep you posted. Add as favorites (33)
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