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The nuts and bolts of movie making, home theater, and DVD.
76

How Sony and Suddenlink Ruined My Day
Topic by: Battie
Posted: October 21, 2008 - 2:17 AM PDT
Last Reply: October 22, 2008 - 11:48 AM PDT

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author topic: How Sony and Suddenlink Ruined My Day
Battie
post #21  on October 21, 2008 - 6:05 PM PDT  
> On October 21, 2008 - 4:00 PM PDT doozer wrote:
> ---------------------------------
>Battie being upset about the delay - not a big deal. The people being upset enough to cause a game delay - too much time on their hands.
> ---------------------------------

Actually, I'd have been very disappointed over just a delay. It was the reason for the delay that ticked me off (and that it occurred along with a number of other frustrating things, not the least of which was my Suddenlink issue). It's just easier to whine about the delay of a game I was planning on playing for a straight 10 hours, minimum, today than to complain about more serious stuff that I actually have to work out myself.

Cat, you've read enough of my posts that you should've known that without me saying so. Hmph.


Anyway, on the Suddenlink front...man, they are dirty-dealing, underhanded bastards. And it all started with June. Ugh! My little pro-rated plan because of a screw-up on their end keeps coming back to bite me on the ass. I finally called to figure out what was up..being slightly sneaky (I prefer getting info first, before I complain - that way they can't take it back...or so I thought). Woman tells me I'm on the 1mbit plan (I'd been on the 8mbit plan since they implemented it..and before that, the 6mbit, etc). I ask her when it started, and she tells me August 10th, which is probably about the same time the extra $10 got stuck on my account. She puts me on hold for ages, and finally a guy picks up.

He tells me that it's back to 8mbit and that he can't see where it was ever an 8mbit plan. Even all the way back to May. Also find out I have a weak signal. So I end up back at billing (he was tech). She says she has no idea what he was talking about, that I was on the 8mbit plan all along. See where this is going? I finally break it down, all the way from June, for her. Took me ten minutes, too, that's how stupid this has gotten. She says, "Ok, I see what you're saying, hold on." When she finally comes back, she says "Okay, on the 9th you were given a credit for the $10 and the supervisor explained to you that your internet would be downgraded." Say what? No, she didn't. And, no, my internet should not be downgraded to solve a $10 charge that wasn't supposed to be there in the first place. Nevermind that the 8mbit line is $20 more expensive than the 1mbit.

So supposedly it's all sorted and a tech will be coming out tomorrow to adjust my signal. I also asked her to note, on my account, what I'm paying and for what so that the next time this occurs (and it will, I'm betting), I won't have to spend over an hour on the phone with them. (I think it was actually closer to an hour and a half or more, because by the time I got off the phone, the sun had gone down!) >_>

...I also wearily demanded that they leave my account alone.
Battie
post #22  on October 21, 2008 - 6:06 PM PDT  
I almost told them to "stop touching my account!" *snicker*
Catullus
post #23  on October 21, 2008 - 6:20 PM PDT  
yeah that sucks... ive worked in customer service where one department doesn't have access to all the information another department does so the customer ends up hearing two different things... yeah that sucks.

I dont like spending time on the phone with customer service and its not the employees fault, I have a strong intuition its designed to be as frustrating as possible for the customer so they just throw their hands in the air and give up rather than go through all the bs. The CSR has no control over that :P
doozer
post #24  on October 21, 2008 - 7:18 PM PDT  
> On October 21, 2008 - 5:34 PM PDT Catullus wrote:
> ---------------------------------
> who cares there was only one good game for the superscope battleclash was awesome!!!!
>
> ---------------------------------

I will definitely concede to that. Not only that, I'm tempted to see if my Super Scope still works and if I have that game in storage.
Battie
post #25  on October 22, 2008 - 1:22 AM PDT  
> On October 21, 2008 - 6:20 PM PDT Catullus wrote:
> ---------------------------------
> yeah that sucks... ive worked in customer service where one department doesn't have access to all the information another department does so the customer ends up hearing two different things... yeah that sucks.
>
> I dont like spending time on the phone with customer service and its not the employees fault, I have a strong intuition its designed to be as frustrating as possible for the customer so they just throw their hands in the air and give up rather than go through all the bs. The CSR has no control over that :P
> ---------------------------------

I could buy that the middle guy would be wrong, but the first and second two were both from Billing. Same department, supposedly the same info. And it took prodding on the second Billing employee to get an answer about how I ended up on the 1mbit.

I wasn't angry at the employees, they just do their job. And since plenty of people get angry at me at WM...I get it. Merely angry at the company because they're started to seem very underhanded about things.
doozer
post #26  on October 22, 2008 - 10:34 AM PDT  
I might hate billing departments more than customer service.

I had an erroneous charge on my credit card earlier this month, and I called the billing department of the company charging me to see wtf was up and I argued with some guy for almost an hour. He then told me to call back the next day assuring me that somebody would be able to refund my money the following day while the payment was still "processing"...once it was "processed" getting it back would be much harder I was told. The next day was Sunday. I pointed this out. He assured me the billing department was open on Sunday.

It wasn't. By Monday morning my payment was processed and I only just got it back last week.
Catullus
post #27  on October 22, 2008 - 10:51 AM PDT  
> On October 22, 2008 - 10:34 AM PDT doozer wrote:
> ---------------------------------
He assured me the billing department was open on Sunday.
>
> It wasn't. By Monday morning my payment was processed and I only just got it back last week.
> ---------------------------------

when they say something ridiculous like that, you should ask for their name and employee number if applicable.

of course not all CSR's use their real names...
doozer
post #28  on October 22, 2008 - 11:48 AM PDT  
> On October 22, 2008 - 10:51 AM PDT Catullus wrote:
> ---------------------------------
> > ---------------------------------
>
> when they say something ridiculous like that, you should ask for their name and employee number if applicable.
>
> of course not all CSR's use their real names...
> ---------------------------------

I thought of that after I hung up the phone. I was in a rush, was at an open bar poker tournament. Too many distractions!
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