Review by jdillon 
Posted: 9.6 years ago
member for 9.6 years, 1 visits, last login: 9.6 years ago
 Bridgeville,Allegheny,PA
 $49 per month (12 month contract)
| Pre Sales information:
Install Co-ordination:
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I just had a terrible experience with Phoenix Networks. I have included some
of my correspondence below. While initially they were very friendly and
helpful, it turns out they were as bad - no make that worse than Flashcom in
providing me accurate information.
the crux of the matter is they assured me they had service - and I cancelled
my FLashcom order because I was frustrated with them for numerous reasons.
After I cancelled, somehow my outside wiring and inside wiring was still
completed.
SO, it should be simple for Phoenix to connect me - right? NO !!!!! after 5
weeks, and after assuring me they had service - they now tell me they don't.
What a crock !!!
Read the gory details below - it is very enlightening - as I had previously
corresponded with the President of Phoenix to ensure the service did exist.
Phoenix buyers BEWARE
------------------------
Jack / Pete
Needless to say - I AM OUTRAGED!!!!!!!!!!!!!!! After 5 weeks, you are now
telling me you screwed up and don't have service in this area? I know
Northpoint has equipment in the Bridgeville CO. This has been verified. SO,
what you are telling me is Phoenix Networks does not, and has no plans to do
so - even though I asked 3 people at your company to verify this, including
Pete Roberts, the CEO. I can't believe you have lied to me during this
process. Needless to say, I will be filing a scathing review on DSL reports
and filing complaints with the local Better Business Bureau. You hold
yourself out for customer service - and yet you lied to me worse than
Flashcom. Let me run through the litany of events that have occurred:
1. Way back at the end of December - I ordered DSL service from Flashcom.
2. Throughout January, I had numerous misinformation given to me by Flashcom
regarding the status of my order, and had problems even contacting them.
3. In February, my problems continued with Flashcomm and no answers - so I
started looking for alternatives. I contacted you based on the DSLReports
website - and spoke to one of your sales reps, a woman. They told me they
were unsure if you serviced the Pittsburgh area - and they would look into it
and get back to me. They never returned my call so I submitted an email
order via your site - and Matt Crites repsonded saying service was indeed
available at my Bridgeville CO via Northpoint/Phoenix. Having had the bad
experience with Flashcom, and not wanting to be burnt again, I contacted Pete
Roberts via email explaining the situation, and asked him to verify that
service was indeed available at my address. The following day, I was
contacted by Jack McCready who said Pete, the CEO asked him to follow up
with me and indeed Phoenix / Northpoint could provide me the DSL service I
desired. I asked again - are you positive - since I have to cancel Flashcom
- and in fact, I asked is there any way for them to assume the Flashcom order
in process. Jack verified that yes, absolutely, you could provide me
service. I said great, and I placed the order on 2/14 - and then cancelled my
Flashcomm order.
4. Three or 4 days after cancelling FLashcom, the Bell of PA folks showed up
to install my outside line. I called Jack - and he said this was from my
Flashcomm order - and let them continue - it would make Phoenix's work go
quicker. So, Bell installed the outside line.
5. I followed up weekly with Jack for status updates - and nothing out of the
ordinary was reported.
6. Around March 6th, I received an email from Northpoint to schedule my
inside wiring. I thought great and confirmed the date. I sent it to Jack to
confirm it was from my Phoenix order - but didn't here back for several days.
7. The Northpoint installer shows up to do the inside wiring as scheduled.
He completes it - and goes to sync up the Network - and its then we determine
he is trying to sync up with Flashcomm - not Phoenix. So, he leaves, and I
contact Jack again. I am told, he is waiting for final verification on my
inside wiring date from paul Danneger at phoneix.
8. More time passes - and I check in for an update. On 3/15, Jack tells me
the probelm is the wiring is hooked into Flashcom's DSLAM by Northpoint - and
they need to have it switched to Phoenix's DSLAM. I say ok, and wait some
more.
9. on 3/21 - I email Jack for another update. Today, 3/22 I hear back that
OOPS "NorthPoint Communications is not in Bridgeville with Phoenix Networks
and
has no plans to be there". Needless to say, I am seeing red.
10. I take a 2 hour walk before responding to try and calm down.
My issues are:
A. Northpoint is indeed in Bridgeville. What you said is untrue.
B. I already have my outside and inside wiring completed thanks to FLashcom.
C. I would already have DSL service live via Northpoint / Flashcom if I
hadn't listened to your guarantees that you could provide service to me and
that your network was superior
I really don't know what you are trying to pull - but the circumstances here
baffle the mind. Get on the phone with Northpoint - they can verify they
have equipment in the Brigeville PA CO. They can also verify my outside line
is already installed - and tested, and my inside wiring is complete. the
only thing that could have gone wrong is PHOENIX never had service in the
Pittsburgh area, and maybe intended to provide it, but is now changing their
mind. If thats the case, I am thoroughly disgusted .
I await an explanation, and either complete servi ve as I requested, or
financial compensation - and I am not just talking the refund of what I
already paid you. In my mind, and I am sure a court would agree with me, you
have intentionally mislead me and caused me financial losses with your
mistatements.
I will be posting this on DSL reports immediately, and I will wait a couple
days to hear from you before filing a complaint with the Better Business
Bureau and pursuing more drastic action.
John
In a message dated 3/22/00 5:18:58 PM Eastern Standard Time, jack@pnx1.com
writes:
writes:
> Hello Jeff,
> What we found out is that although you have your outside wiring
completed,
> it is wired into Flashcomm's DSLAM not Phoenix Networks. We have
your PON
> number and Flashcomm/Northpoint orders numbers so this will help,
however,
> after talking with provisioning they feel this will still occur within
our
> normal turnaround times which is 30-45 business days. I appreciate
your
> patience we will hook up your DSL as soon as possible.
> Thanks,
> Jack
>
> -
> From:
> Sent: Tuesday, March 14, 2000 3:10 PM
> To: jack
> Subject: RE: Scheduling Your Inside Wiring Appointment
>
>
> Jack
>
> Thanks - yes, I am trying to be patient. Its just that tomorrow will
be 4
> weeks since I sent the contract in - and its kind of frustrating
especially
> knowing I already have the outside line hooked up thanks to Bell /
> Northpoint / Flashcom as well as the inside wiring is also completed
by
> them. So, I can't understand why their is still a delay.
>
> Thanks
>
> John
>
>
> In a message dated Mon, 13 Mar 2000 3:45:08 PM Eastern Standard Time,
"Jack
> McCready" writes:
>
> > I am sorry about that John. I am still trying to get a committed
date
> > however, sit tight and I will get you the info as soon as I can.
> > Jack
> >
> > -
> > From:
> > Sent: Monday, March 13, 2000 1:44 PM
> > To: jack
> > Subject: RE: Scheduling Your Inside Wiring Appointment
> >
> >
> > Jack
> >
> > Can you give me an update - do you have the problems, whatever they
may be
> > resolved, and an inside wiring date set? You said you were speaking
to
> paul
> > Danneger and I should hear back last Thursday. Can you please
provide an
> > update. Thanks
> >
> > John
> >
> >
> > In a message dated Thu, 9 Mar 2000 9:36:27 AM Eastern Standard
Time,
> "Jack
> > McCready" writes:
> >
> > > I am currently checking with Paul Dannegger for your exact inside
wiring
> > > date with Phoenix. You should here back today.
> > >
> > > -
> > > From:
> > > Sent: Tuesday, March 07, 2000 1:05 PM
> > > To: jack
> > > Subject: Fwd: Scheduling Your Inside Wiring Appointment
> > >
> > >
> > > Jack
> > >
> > > I haven't heard back from you on this. Can you confirm that this
inside
> > > wiring is as a result of my Phoenix order. I also received the
3com
> > router
> > > delivered yesterday.
> > >
> > > I just want to make sure that since Northpoint will be at my house
to do
> > > this inside wiring tomorrow - that it is as a result of my Phoneix
> order -
> > > and not something left over and mixed up from my cancelled
Flashcomm
> order
> > > (expecially since the email from Northpoint at the end mentioned
> > Flashcom).
> > >
> > > Thanks >>
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