Review by (hidden by request)
(review was emailed from domain snet.net)
lodged 11.8 years ago
 Stratford,Fairfield,CT
 Business customer $40 per month
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Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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I am a small business person. A majority of my work is done by way of
the Internet. Because of this when SNET (in Connecticut) posted on my
Internet browser site that high speed DLS service is now available I was
extremely interested.
I called their "to contact us" telephone number, explained my situation
and was assured that the service was right to me.
On Thursday, March 16th the installers from SNET arrived at my Stratford
office about 2:15 PM.
Approximately two hours later, I had lost one of my telephone lines,
lost my Internet service and was listening to the installers talk to
their supervisor via telephone letting him/her know that they had
problems with my installation and they had to go home.
The next day they came back at about 8:45 AM. Except for 1.5 hours
around lunch time, they worked all day trying to get my installation
com-plete and working.
By the end of the day, they assured me that the line was working and
they were prepared to leave. I had no Internet service connection.
That was not their concern.
This is Wednesday evening. It has been seven days since SNET showed up
at my place of business. I have had the DSL line installed and
un-installed it never worked. I have been without Internet service for
the entire time.
I have experience hours of being on "hold" with SNET people. I have had
promises of "I will call you back," broken. I have been transferred
from one department to another always having to retell my story time,
and time, and time, and time and time again.
I have sat for hours at my desk working with telephone help technicians
trying this and trying that, all unsuccessfully. I have been refused
access to supervisory personnel.
For the last week I have witnessed SNET people in action. I have seen
them forever trying to turn unfavorable situations into favorable
circumstances for themselves. I have seen them try a little and if not
succeed, try to walk away. I have had too many promises, broken.
I have seen them view problems for their customers as just that the
cus-tomer's problem. Lastly I have seen employees define the job to be
done, narrowly and only requiring short spurts of effort. A successful
outcome for the customer is not relevant.
It has now been seven working days since SNET showed up to install my
DSL service. Both of the computers that the software was installed,
continue to not have the to access my Internet server.
With Warmest Regards,
John Karavas
57 Stewart St., New Haven, CT 06512
Day Telephone: 203/375-6002
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