In a previous blog I highlighted the colossal tribulations that as a customer I have had with Windstream, for over a year. To conserve time and frustration, I encourage viewers to read this Windstream Service Phone & Broadband feature at the link supplied. On Sunday: May 16, 2010 I spoke with Caroline at the Repair Center and explained the details of my issue, initially phoning broadband first. Due to an extended duration of the problem, being without 9-1-1, and losing money with a non-operational small Internet business I was told that I would be put as a priority, meaning that the problem would be fixed on that exact date if not by 10:14 in the morning the following day. My ticket’s priority status also came from the numerous notations phone repair men made to my file, these roughly stated that they had to be dispatched at the time of the call to correct the problem as it was due to the rain, that they could not properly fix the line when the moister inside had dried as their meters would not read properly, also that the problem was continuous to cause the customer a great loss. I seen this notes myself. Windstream’s hard working technicians sought after a resolve and urged for this to be met, however when calling into the “repair center” the file and their notations would go ignored.
On the problem May 16, 2010 I was called two hours later on a mobile number and was so thrilled to be asked if I would be home from 1 to 2:30 that day; I said yes, anticipated their arrival, and no one ever showed up from Windstream. I obtained no calls to cancel, reschedule, or explain. I phoned the “Repair Center” at 4:20pm and expressed my frustration, simply saying that I did not think it was right for Windstream to “lie” about these things to “shut their customers up”. The woman, who failed to give me her name, took a deeply rude stance with me of great disrespect and not once but twice blew her nose during the phone call!! Grossly disgusting! I seen no workers on that day, had no broadband connection but a dial tone on an unstable phone line with a great deal of static and problems. Landline phone use was in and out and mainly without use. I went to bed in tears as I felt that Windstream was treating me, as a customer, unfairly and failed to care that I had lost over $500 in a single day of not working; from two contracts I lost due to deadlines not being met.
Heaven-sent was knowing that the next morning the line crews were out fixing my phone line and that it was fairly misting rain at the time so the phone was giving the signal they could not find in a year prior. However, this signal was touch and go. The technician was remarkable and compassionate, having been out to the house on four separate occasions; he also included one or two notations into the file. Respecting of his name, I knew I was in great hands when he said enthusiastically “we are not leaving this driveway until this problem is fixed now that the signal we have needed was I just metered, I don’t care how busy we are we are fixing this today.” Quickly he became my lifesaver as he did exactly what he said with his skill and expertise, to insure they caught the problem as it was giving a signal of a cross wire connection he called for bucket truck back up; thus I had two workers diligently working on the issue. First, starting ten miles from the substation they worked their way to my home; the rain stopped and at my home they lost the signal needed. However, the primary worker stayed here until it was retrieved and made a call to his friend to check the pole outside my home. It was a few minutes later as one man worked on box, I got exceptional news, they had found the source of the problem and it would be fixed in two minutes. The worker did not miss his quote, in two minutes this year long crisis was fixed, or so I was told. He graciously set down and explained the full details of the problem to me in a rate I could understand, as we waited for my broadband speed to recover; it slowly did come back up at a rate that is a little better but not what I pay to receive. I am just ecstatic to once again be able to work from home, I attempted to catch up and minimize my losses; sadly, the contracts I lost the day prior were not able to be established due to deadline restrictions resulting in a loss of $500.
I am not confident to announce the problem had been repaired, it has only been two days and we have only had a single small rain shower. I am delighted to say that the Windstream techs gave quality service and worked with extensive compassion. I was again told to ask for a credit on my bill which I never received prior or to satisfaction. The Broadband Call Center follows in quality service; while they do not know of everything they are above satisfaction in their care and always have the desire to assist troubleshooting of technical related issues with broadband. However, very far down that list ranks the Repair Center; simply because had this problem been corrected and the notations in my file been looked at; I would not be worrying as to how to pay the next bill at such a great loss -- greater by far than just the $500 in this one incident. I have charted all of these losses and I feel that Windstream duty is to admit to their mistake and correct the problem to a full resolve; working with me on this issue. I have looked into the legalities and found that a suit can be filed in small claims court for my wages lost for this incident and other litigation can be made. My hopes is to work with Windstream Corp. for a resolve outside of court.
I sent an email to Windstream as to my proposal to resolve this issue, so that the company can benefit and also so I can recover from my losses; fair and justified. The email address for such letter goes nowhere and was allocated to me by a lady who seemed willing to work with me; who called yesterday. It is supposed to go directly to corporate as that is who she said would further approve my proposed idea which she commented was “very fair”. Now I am left again having to leave my review on a negative note about Windstream, due to feeling one again that they are attempting to shut me up and get me out of their hair. This proposed idea was to product test their line of “electronic products” for my technology page, each fair and balanced and never to hinder the product; I listed each which did not total my losses. I explained how it would help to recover the losses and I felt as if it was a justified means of working closely with me to admit their mistakes and poor service. In response, I obtain more poor service as the email I was gave for corporate approval fails to reach anyone on the other end of such. Was I lied to, again?
© Copyright Hollywood Chic 2010
On the problem May 16, 2010 I was called two hours later on a mobile number and was so thrilled to be asked if I would be home from 1 to 2:30 that day; I said yes, anticipated their arrival, and no one ever showed up from Windstream. I obtained no calls to cancel, reschedule, or explain. I phoned the “Repair Center” at 4:20pm and expressed my frustration, simply saying that I did not think it was right for Windstream to “lie” about these things to “shut their customers up”. The woman, who failed to give me her name, took a deeply rude stance with me of great disrespect and not once but twice blew her nose during the phone call!! Grossly disgusting! I seen no workers on that day, had no broadband connection but a dial tone on an unstable phone line with a great deal of static and problems. Landline phone use was in and out and mainly without use. I went to bed in tears as I felt that Windstream was treating me, as a customer, unfairly and failed to care that I had lost over $500 in a single day of not working; from two contracts I lost due to deadlines not being met.
Heaven-sent was knowing that the next morning the line crews were out fixing my phone line and that it was fairly misting rain at the time so the phone was giving the signal they could not find in a year prior. However, this signal was touch and go. The technician was remarkable and compassionate, having been out to the house on four separate occasions; he also included one or two notations into the file. Respecting of his name, I knew I was in great hands when he said enthusiastically “we are not leaving this driveway until this problem is fixed now that the signal we have needed was I just metered, I don’t care how busy we are we are fixing this today.” Quickly he became my lifesaver as he did exactly what he said with his skill and expertise, to insure they caught the problem as it was giving a signal of a cross wire connection he called for bucket truck back up; thus I had two workers diligently working on the issue. First, starting ten miles from the substation they worked their way to my home; the rain stopped and at my home they lost the signal needed. However, the primary worker stayed here until it was retrieved and made a call to his friend to check the pole outside my home. It was a few minutes later as one man worked on box, I got exceptional news, they had found the source of the problem and it would be fixed in two minutes. The worker did not miss his quote, in two minutes this year long crisis was fixed, or so I was told. He graciously set down and explained the full details of the problem to me in a rate I could understand, as we waited for my broadband speed to recover; it slowly did come back up at a rate that is a little better but not what I pay to receive. I am just ecstatic to once again be able to work from home, I attempted to catch up and minimize my losses; sadly, the contracts I lost the day prior were not able to be established due to deadline restrictions resulting in a loss of $500.
I am not confident to announce the problem had been repaired, it has only been two days and we have only had a single small rain shower. I am delighted to say that the Windstream techs gave quality service and worked with extensive compassion. I was again told to ask for a credit on my bill which I never received prior or to satisfaction. The Broadband Call Center follows in quality service; while they do not know of everything they are above satisfaction in their care and always have the desire to assist troubleshooting of technical related issues with broadband. However, very far down that list ranks the Repair Center; simply because had this problem been corrected and the notations in my file been looked at; I would not be worrying as to how to pay the next bill at such a great loss -- greater by far than just the $500 in this one incident. I have charted all of these losses and I feel that Windstream duty is to admit to their mistake and correct the problem to a full resolve; working with me on this issue. I have looked into the legalities and found that a suit can be filed in small claims court for my wages lost for this incident and other litigation can be made. My hopes is to work with Windstream Corp. for a resolve outside of court.
I sent an email to Windstream as to my proposal to resolve this issue, so that the company can benefit and also so I can recover from my losses; fair and justified. The email address for such letter goes nowhere and was allocated to me by a lady who seemed willing to work with me; who called yesterday. It is supposed to go directly to corporate as that is who she said would further approve my proposed idea which she commented was “very fair”. Now I am left again having to leave my review on a negative note about Windstream, due to feeling one again that they are attempting to shut me up and get me out of their hair. This proposed idea was to product test their line of “electronic products” for my technology page, each fair and balanced and never to hinder the product; I listed each which did not total my losses. I explained how it would help to recover the losses and I felt as if it was a justified means of working closely with me to admit their mistakes and poor service. In response, I obtain more poor service as the email I was gave for corporate approval fails to reach anyone on the other end of such. Was I lied to, again?
© Copyright Hollywood Chic 2010
