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Review by TDelux See Profile

  • Location: Canada
  • Cost: $43 per month
  • Install: about 44 days
Pre-Sales was ok...
Unable to get installed, horrible miscommunication, incapable supervisors.
ZERO ACCOUNTABILITY, I feel like i just stepped in to the twilight zone.
Pre Sales information:
Install Co-ordination:
Tech Support:
(ratings match consensus)

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


Eboxalex2
Premium Member
join:2014-05-13
Can

1 edit

Eboxalex2

Premium Member

Reply to your feedback

Hello,

First off, I would like to apologize for the lack of communication shown during the resolution of this matter.

As far as everything else goes, I will not go into too much details, but from what I see on the pictures you linked :
»docs.google.com/file/d/0 ··· it?pli=1

You did send your modem picture on June 11, but to the address noreply@electronicbox.net , which can't be replied to or receive any E-mails, then you went on vacation until we spoke 10 days ago on July 19th.

The E-mail address, which you initially sent your picture to (after being told it was sales@electronicbox.net) was not fit to receive any communications.

The person you wanted us to call *with an installation date* was never called for the modem issue, because he was not authorized on the account, you never asked to officially make him responsible for the account, but only the person on site for the installation, and the matter with your modem picture was not something he had access to resolve in your place, unless you added him to the account as an authorized person (which then grants him access to all personal information provided).

I was then able to talk with you on the 19th, we figured out a way to solve your issue, but then you changed your mind, and we needed time to adjust and talk with you again, which was done on the 24th. I am sorry of the way this part was handled, I sadly couldn't make myself available right away when you called on the 21st, then another supervisor took your case over between the 20th and the 24th. We are sorry of the extra delay that came your way, sadly there was no way we would have contacted the person you mentioned as ''your person on site for the install'' with personal information about your account. He was never an authorized person on the account.

I hope you know we do everything in our power to make your installation and your experience a reliable one. We will correct this issue with you, and as soon as your date is available to us, we will contact you. Hopefully we can develop a reliable work relationship in the future.

Of course, thank you for the feedback, the procedure which we use for call backs has been set in place with a reasoning of doing things in order at which we receive them. We can't make one person's case take priority over someone who has called the day before, and so on.

EDIT: Of course, I hope that the current procedures started with my Collegue Sidney will help resolve this matter, and eventually make you possibly reflect a response and those changes here on DSLreports. we do take pride in providing an awesome customer service, sometimes communication problems can happen, human mistakes, and we're sorry you felt we let you down.

I hope you understand we never intended for you to have to get extra delays in your order.

Thank you for your feedback again,

Electronic Box Supervisor Team.
TDelux
join:2014-07-28
Canada

TDelux

Member

Re: Reply to your feedback

said by Eboxalex2:

You did send your modem picture on June 11, but to the address noreply@electronicbox.net

I was told by your customer support rep to reply to the invoice email with the Image attachment. If someone instructs me to do so I do not expect it to be NOREPLY email address nor do I look for that possibility.
said by Eboxalex2:

The person you wanted us to call *with an installation date* was never called for the modem issue, because he was not authorized on the account...

I explained that I will be traveling and unreachable by phone and that this pearson is the point of contact for any issues. If the agent knew the terminology he should have brought up the question of "authorizing him" on my account. Also... Email Anyone?

But that seems to be the problem with the support, bad communication and inability to relay a message. Not to mention that your colleague who took over the case called my "Unauthorized" contact person and not me the first time around.
I had to follow up with them to make sure to call my number.

As for the current issue with modem, I will need to follow up with Sydney because on the day he called to discuss the issue I was hospitalized 3 hours later due to a server strep/viral infection.
Needles to say that my concentration was not all there.

To be continued.
To a more positive conclusion I hope.
LanAdmin
join:2010-11-07
Montreal, QC

LanAdmin to Eboxalex2

Member

to Eboxalex2
Since the authorized person of the account was on vacation, the minimum you should have done is to contact the person "on site for the installation" and told him you need to speak with the authorized person of the account because of an installation problem.