Review by DOshow
Posted: 9.6 years ago
(review was emailed from domain primenet.com)
 Tempe,Maricopa,AZ
 $44 per month (24 month contract)
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
|
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It's simple, just giving out the facts!
- DSL ordered on 12/30/99
- Promised install late February no later than first week of March.
- First week of March comes and goes so I call Von of PhoenixDSL. He
tells me one more week.
- Installer shows up at front door third week of March (3/21/00) without
notice. I have to call and reschedule, now another week before they can
come out.
Note: One of the steps of DSL installation on PhoenixDSL web site is
Step 4, you will be contacted by PhoenixDSL to set up an installation
date. Hmm, wonder what this means?
- Installer is scheduled between 8 AM - Noon 3/27, shows up at 1 PM.
- Installer is not a normal installer, works in office and just trying
to fill in...better yet has trainee with him. Point being I heard and
watched him stumble throughout the day with comments "I normally don't
install so I don't know why this isn't working".
- Router installed but wont stay synchronized. Installer calls into main
office, office tells installer and me that I have 5000 feet of telephone
wire in my house. I comment to office "do you realize what your saying?"
"That's almost a mile!!!" Actual line length in house is 40 feet.
- Installer now claims many shorts throughout my house, he can't
install. Installer is speaking of is a certified Telco second line I pay
extra for! Okay, what ever that means. BTW, house is fairly new, only 5
years old, all original line runs without changes/mods.
Common sense check, if the house line had issue, why not just drop a
line on the ground to the computer from house telco hub and see if that
test out. If so then run a separate line. A true trained and experienced
installer would be ready for these types of issues. Experience brings
readiness!
- Installer wants to pull another line from house hub, wants to schedule
it for a later date. claims that should do the trick. I suggest he tries
one of the other two existing lines before that. He does and to no
avail.
- I call PhoenixDSL and explain what's going on and they want to talk to
installer.
- I'm handed back the phone and now we're talking ISDN. Well! Now we're
talking more money! Monthly from $44 to $69 and less bandwidth 208/208k
vs 128/128k. Oh yeah I'm going for this! Now I'm waiting for a call from
Von Francis of PhoenixDSL.
- Mind you that while I'm on phone just a short while, installer and
installer in training are putting things back the way they where and
loading up and they are OUTTA HERE! I'm talking for a short time with
Von of PhoenixDSL and installer gets packed up without explaining
anything literally darts to the car and is gone!
Summary:
- Extremely long wait time for install.
- Timelines not met.
- Technical support lacks trouble-shooting skills. It was easy for tech
support to say my house has 5000 feet of telco wire in it. This comment
is absurd!
- Coordination between parties poor. Phoenix and Rhythms.
- Rhythms installation team lacks training, coordination for
setups/install, punctuality along with customer service. Don't just show
up without pre-approved time and don't send out untrained people to
represent you. This job called for someone who was technically in
inclined!
I'm writing this the next morning on the original ISP 56k system...end
of story.  ( I wish it had a better ending but!
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Content-Transfer-Encoding: 7bit
It's simple, just giving out the facts!
- DSL ordered on 12/30/99
- Promised install late February no later than first week of March.
- First week of March comes and goes so I call Von of PhoenixDSL. He
tells me one more week.
- Installer shows up at front door third week of March (3/21/00) without
notice. I have to call and reschedule, now another week
before they can come out.
Note: One of the steps of DSL installation on PhoenixDSL web
site is Step 4, you will be contacted by PhoenixDSL to set up an installation
date. Hmm, wonder what this means?
- Installer is scheduled between 8 AM - Noon 3/27, shows up at 1 PM.
- Installer is not a normal installer, works in office and just
trying to fill in...better yet has trainee with him. Point being I heard
and watched him stumble throughout the day with comments "I normally don't
install so I don't know why this isn't working".
- Router installed but wont stay synchronized. Installer calls into
main office, office tells installer and me that I have 5000 feet of telephone
wire in my house. I comment to office "do you realize what your
saying?" "That's almost a mile!!!" Actual line length in house is 40 feet.
- Installer now claims many shorts throughout my house, he can't
install. Installer is speaking of is a certified Telco second line
I pay extra for! Okay, what ever that means. BTW, house is fairly new,
only 5 years old, all original line runs without changes/mods.
Common sense check, if the house line had issue, why not just
drop a line on the ground to the computer from house telco hub and see
if that test out. If so then run a separate line. A true trained and experienced
installer would be ready for these types of issues. Experience brings readiness!
- Installer wants to pull another line from house hub, wants to schedule
it for a later date. claims that should do the trick. I suggest
he tries one of the other two existing lines before that. He does and to
no avail.
- I call PhoenixDSL and explain what's going on and they want to talk
to installer.
- I'm handed back the phone and now we're talking ISDN. Well! Now we're
talking more money! Monthly from $44 to $69 and less bandwidth 208/208k
vs 128/128k. Oh yeah I'm going for this! Now I'm waiting for a call
from Von Francis of PhoenixDSL.
- Mind you that while I'm on phone just a short while, installer and
installer in training are putting things back the way they where and loading
up and they are OUTTA HERE! I'm talking for a short time with Von of PhoenixDSL
and installer gets packed up without explaining anything literally darts
to the car and is gone!
Summary:
- Extremely long wait time for install.
- Timelines not met.
- Technical support lacks trouble-shooting skills. It was easy for
tech support to say my house has 5000 feet of telco wire in it. This comment
is absurd!
- Coordination between parties poor. Phoenix and Rhythms.
- Rhythms installation team lacks training, coordination for setups/install,
punctuality along with customer service. Don't just show up without pre-approved
time and don't send out untrained people to represent you. This job called
for someone who was technically in inclined!
I'm writing this the next morning on the original ISP 56k system...end
of story. ( I wish it had a better ending but!
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