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This is one of those I just joined to post my review - reviews. I run a small home office for an IT consultancy and Web Development business. Up to this point I was using Videotron services and while I had no problem with reliability and internet performance, I definitely was not a fan of their pricing policies and customer support. Made the decision to switch to ElectronicBox based on the fact that they use Videotron Infrastructure and have good reviews by their users. Since I was going on a prolonged trip outside the country I made the decision to cancel Videotron prior to leaving and return to an installed ElectronicBox connection. I provided them with my information, noted that I will be out of the country and appointed a contact person (father in-law) to be called for any issues and installation purposes. Since I purchased my modem I also had to send a picture of the unit, which i did by replying to their email with the payment receipt. So I left feeling confident that everything was taken care of..... WRONG!!! The day prior to installation I called my father in-law to remind him of "the installation" and he advised me that no one had called him to set up an appointment. Called ElectronicBox from overseas just to find out that they never received my email (for whatever reason, no bouncebacks on my end) with the picture of the modem (alldo it was sent and I have the email in my sent folder as proof). Then they advised me that they called my house number 3 times and postponed the installation because I was unreachable!@?# Why did I go through the effort of explaining that I am away and unreachable over phone?? Why did I provide them with a number for a Contact Person while I was away? Why didn't anyone follow up via EMAIL that they already used to communicate with me (copy of receipt)??? And then the fun starts; since this is Videotron infrastructure they need to request a new install and it will take 4 business days just to get the installation date. Meanwhile I am coming back in 2 days and need to catch up on work. I advise the first supervisor A. G. that I might connect back to Videotron and then transfer just for the benefit of being installed sooner, but that I will advise him if I do so over email (the same day). At the end I conclude that I will piggyback of my Wireless carrier and hope that I get installed quickly enough not to have my work suffer. So I sent an email to confirm that I want them to process the installation request and hope for the best. Here is the proof of email communication (both that the original image was sent on time and that the supervisor was given notice to process my request): »drive.google.com/file/d/ ··· =sharing »drive.google.com/file/d/ ··· =sharing Needles to say I was the only one following up "with my self". No one was quite sure what was happening. Spoke to 3 different supervisors, and the final icing on the cake was on Friday the 25th, when I asked for the installation date since 4 business days have passed, the last supervisor noted that I was not requesting a TRANSFER but a NEW INSTALL. And he initiated a new request because it is a separate item. (of course he tried to hide it but a call on monday to 1st level support revealed that the request was sent on friday). I just finished a conversation with level 1 support and when asking to speak to the supervisor A. G. (that I initially complained to), I was instructed that he was busy and they can't tell me when he will be able to call me back. This company has ZERO accountability and if this is what people review as good support then we are ALL in deep trouble in this monopolized ISP realm. I am still unsure what to do at this point since the whole experience is rather surreal and would love to hear from someone that has a recourse in a situation like this. May Gods of the big 5 telecoms take pity on us all.... -Tim member for 9.6 years, 4 visits, last login: 9.6 years ago updated 9.6 years ago
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