I am canceling my subscription for the phone with Suddenlink. I wish to keep the intern...

GetHuman3799039's customer service issue with SuddenLink from October 2019

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The issue in GetHuman3799039's own words
I am canceling my subscription for the phone with Suddenlink. I wish to keep the internet service. I expect a full refund of the phone services I have paid for as the service has never worked. This is collectively, the worst customer service I have ever received. The following outlines why I am canceling the phone subscription. I scheduled installation for phone and internet to be installed around August **, ****. The technician installed the phone modem and internet, but I had not yet purchased phones to hook up and he was not able to test the line or provide me a phone number. After purchasing phones I had to wait another three weeks for a technician who arrived late because of other appointments. This technician was very helpful, and explained to me that he believed the issue was on the backend and that it would be resolved once he was able to make contact with Suddenlink office, but that hold times were extremely long because Suddenlink had rolled out new system too early and the service call load was overwhelming. My main complaint with Suddenlink on this first appointment is that there was no follow up. All of the burden seemed to fall on me, the customer. Since then, I have had countless phone calls, each one very lengthy with the technician insisting they had to go through their script regardless of the fact that process had already been done multiple times, taking up more of my time. These long calls made it virtually impossible for me to make the calls to the helpdesk during business hours while I was at work. *After waiting for a lengthy period of time one evening, I reached a technician who requested my access code and I explained I didn’t have it. In an irritated tone she said it is on your phone bill. I explained I did not have a current phone bill and asked her to verify me in another way. She then wanted my account number. Who has all of their account numbers memorized? I told her that I had spoken with a gentleman during the day and he had verified my account with my address in addition to name and phone number. She said I can’t help you. I then said that I did not understand why she could not verify my account with the address when it had been done previously. Her response was to hang up on me. I have worked in public service for over ** years and know how rude people can be. I assure you that I have been cordial to everyone I have called at Suddenlink. *After being hung up on, I placed another call that was very lengthy and finally scheduled an appointment. I verbally confirmed the day and date of the appointment with the technician at least twice. When the technician did not show up, I called Suddenlink to learn the call had been scheduled a week later than the agreed upon date* furthermore, I had told the technician I would not be available on that date. I then had to schedule another appoint for **********. I waited and when the technician was not there well into the time window, I called Suddenlink and received the message that the technician would be there between such and such time. However, the technician did not show up, so I again called Suddenlink and listened to the recoding that the technician would be showing up. I attempted to schedule a call back, but the first available callback was not until Tuesday when I was not available because of work commitments. I called back again and waited on hold for over an hour until I gave up. The following Tuesday I called Suddenlink again and was told by the technician that my appointment had been cancelled. I was never informed it was cancelled and as I mentioned above I was being told by Suddenlink the technician was coming. The technician said he would contact his supervisor and either he or his supervisor would call me back. I did not receive a call back, so I again called Suddelink and scheduled another appointment for a day I could be available. I repeatedly confirmed with the technician that the appointment was for **********. The following day I received an email stating that an appointment had been scheduled for **********, a day I had told the technician I was not available. I called Suddenlink again and requested a call back which I never received. I then called Suddenlink again on Friday morning, ********** requesting a call from a manager. The technician kept insisting that he could schedule an appointment not understanding that it was not acceptable that I had two appointments scheduled for days when I was unavailable instead of the agreed upon days and also a no show appointment. The technician finally agreed to contact the supervisor. I remained on hold for the supervisor and then was told I would receive a call back which I never received. *I have spent an told amount of hours on the phone with Suddenlink and waiting for technicians that did not show up. There has been a complete lack of follow up and accountability by Suddenlink. I really feel that because of this poor service and the cost of my time that Suddenlink should also offer a discount to my internet service.

GetHuman3799039 did not yet indicate what SuddenLink should do to make this right.

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SuddenLink

Customer service issue
Reported by GetHuman3799039
Oct 20th, 2019 - 3 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 4069 others
0 customers following this

Timeline

GetHuman3799039 started working on this issue
Oct 20th, 2019 5:45pm

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