Asher Phillips
1/5
The email I just sent them should explain why they deserve 1 star
In the last few weeks I've spent well over 50 hours on hold trying to get a Fiwi install done due to the fact that the DSL connection I've had for well over a year now is so unreliable that it is not really usable. It was meant to be done September 25th, got pushed back to do a company policy of not servicing the area on Fridays. Technician came out on October 1st if I remember correctly, did a survey and did not have the equipment necessary to do the job, fair enough. I was rescheduled for October 9th (a Friday no less) and no one ever showed up or called.
Ever since I have been calling almost every week day trying to get something scheduled and on hold for 3-6 hours at a time and keep getting told "I will message dispatch to get something scheduled, we will get back to you." At this point I've had it and this is ridiculous, in no way should it be this hard to schedule an install when the company now knows exactly what is needed to complete said installation. The original call to get an install done was about 1 1/2 hours on hold, a very quick scheduling where I got to choose any day (even Friday regardless of my area), it was just under 2 weeks out to have the service done, the man was polite and helpful, I had not complaints.
I've called Spitspotz, and was on hold for at most 15 minutes, unfortunately they will not be servicing the area until approximately 3 months from now and cost twice as much for their max speed compared to your flat $99 per month which I do like about your company. I will happily switch to Spitspotz and pay the extra if that means they actually try to schedule an install, answer the phone or even return phone calls as I discovered through work as they service my place of employment and of course have a reliable connection as they seem to have at work.
Someone needs to contact me for a install to be done on a Friday as after 2 chances my family is not taking unpaid time off for this anymore or I will switch to Spitspotz the day they are servicing the area if possible. Also considering withholding payment for the next bill until a usable connection is established as I am not at all getting what I am paying for regardless of my patience and cooperation and it is affecting my side business regarding rental properties and my ability to answer work calls due to my need of Wifi Calling as cellular service is poor in this area. This would also come with poor reviews and a complaint to the Better Business Bureau. I've tried being a good and polite customer this entire time because I understand things are not exactly normal right now and you did a incredibly poorly timed change to your system but I've had it and over the last 15 years of using your service both in childhood and adulthood I am astonished at how poor the service has been through this.
On a side note this is not blaming any of the ladies that has answered my phone calls, they are doing their best and have limited power as it is but my opinion of this company has dropped drastically.
The information regarding this install:
Account#: xxxxxx
Order#: xxxxxx
Phone#: xxxxxx
Please get back to me so we can get this sorted out, I want to be a polite and cooperative customer but this has gone so far out of left field I am left with little choice but to send this message, I do not need the worlds fastest connection, I'm not asking for same day installs or to never be on hold. I am asking for reasonable service so I can be a reasonable customer. I just want a reliable, steady connection and someone to call me back within a couple business days so I can put the account back on auto-pay and forget about it.
