Thank you Bright House, or Dull-House?
Thank you Bright House.
Thanks to your Great Customer Service and Fast Responding Technicians I only spent 5 days concerned for the well being of my wife and two small children and aging parents. Who had limited means of communications, no access to 911 emergency services, and felt no sense of security because my home monitoring system works through a telephone system that was rendered useless for no discernible reason.
Thank you for taking your time in responding to an “outage” that was reported by me at 5:30 pm on a Friday. I was told by the telephone representative that a technician would be out that evening, and I never heard from you again until I called back at 11 pm to find out the next available appointment would be Sunday afternoon.
Thank you for finally sending the a technician who was able to diagnose in under 5 minutes and that the problem I had reported 72 hours prior had nothing to do with my in-home system, but was in-fact an external ‘maintenance” issue. That technician informed me he would open a service ticket to maintenance, but made no commitments or estimates on when they could come out because “it was a Sunday.”
Thank you to the customer service representative who informed me on Monday, June 15th, that “Maintenance” was scheduled to come out to our neighborhood on June 30th. And that she would gladly send another technician out to my house to confirm that this problem was indeed a signal issue; never taking into consideration that I was already informed that by the technician who was in my home less then 24 hours prior.
Thank you to the repeated customer service representatives and supervisors who continued to put up with my concerns that I was without any services, for over 2 hours of call-center phone calls that ultimately lead up to someone figuring out that maintenance needed to come sooner then 20 days from the reported outage date.
And most of all, thank you Bright House Networks and their sales representatives that ensured me that having all of my services “on one bill” would be such an advantage. And telling me that “one service is not dependent upon another.”
Thank you for lying to me. I expressed my concerns about having the 911 emergency services reliant upon a Voice Over IP Network that is more susceptible to outages, and I was told that is was a “Bright House Policy” that no phone outages (barring natural disasters) would exceed a 24 hour period because of potential emergency situations.
Oh Yes! Thank you for quantifying my hardship to $24.05.
- Over 100 hours without emergency contact services or home alarm monitoring for over 120 hours.
- Over 4 hours of telephone conversations regurgitating my story to no-less-then 6 customer service representatives and technicians
- Over 5 days without access to information or communications via internet, telephone or television.
I’d say that justifies the $24.05. After-all, I would hate to cause any further inconveniences for you.
Thank you “Bright House Networks” for instilling that confidence in me that makes me question my own judgement as a consumer.
Leonardo Fontes
Bright House Customer? you decide.
http://www.lenfontes.com
CC: Jim Phillips c/o Real Radio 104.1
Greg Dawson c/o Orlando Sentinel
June 17th, 2009 at 9:33 am
Mr. Fontes,
My name is Chris Berry and I work for Bright House Networks in Internet Communications. I want to apologize for your recent experiences and let you know I have forwarded these to upper management. Thank you for your time and the opportunities you’ve given us to resolve these issues.
Chris Berry
June 17th, 2009 at 4:50 pm
VERY nicely put. The risks should be very clearly pointed out before install. They are not.
I had my BH phone installed by an installer that was very nice but obviously had no experience. To feed a standard phone type cord through the wall he drilled a 3/4″ hole in my wall an then used standard silicone caulk to “seal” the hole. That’s something else no one warns you about…Needless to say I wasn’t any happier with the service and never ported my number.
For anyone looking into cutting your phone bill, 2 major pieces of advice:
1) don’t port your number until you are sure you like the new service. Getting your number ported back is not guaranteed to be quick.
2) look into other VOIP services if that is your choice. The cable companies are only a bargain when compared to the legacy phone company. Lingo.com beats the daylights as compared to BH for a much lower price. This is dependent on a dependable internet source of course, which BH has not been lately.
If you do use a VOIP phone system (including the cable companies) make sure to know where the local pay phones are or make sure your neighbors will not shoot you if you need to bang on their door in the middle of the night in an emergency.
Pay as you go cell phones can be cheap if done correctly for an emegency backup.