Review by (hidden by request)
Posted: 9.6 years ago
(review was emailed from domain swwb.org)
 Brooklyn,Kings,NY
 $60 per month (12 month contract)
 "Want your business so pre-sale is good"
 "Don't take care existing customer"
 "Not a choice"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings below consensus)
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Brooklyn, NY
My bad DSL experience started on April 1st. But I could never imagine the
fool's joke can last a month, or more or forever.
1. On 4/1 Saturday, my line died without any reason. I quickly called your
technical support. She gave me the trouble ticket # 81844 and assured me
that they would do a loop test at their end quickly.
2. On 4/3 Monday, I called again, but only found out that your technician
had not done anything yet. She asked somebody and told me to unplug the
cable from the socket so they could do the test. Why wouldn't they told me
when I first called? I told them I would unplug the cable after 6 pm and
please did the test in the evening.
3. On 4/4 Tuesday, I called again, but this time she promised to have
somebody call me home. I was not happy. During the evening, Brian called
me and left the message. I called back at about 10 pm and another guy did
the test when talking with me. The result was the line is broken. Covad
technician has to go to the site. I told him I was available weekday
afternoons.
Summary: why did it take 4 days for speakeasy just to do a less-then-minute
test?
5. On 4/7 Friday, I called again since got no news. All of sudden, she
said the Covad technician would be my house from 2:30. I went nut -- why
nobody called me about this? She had to reschedule another date. Funny
thing was, when I got home at 6:30pm, my neighbor told Covad technician was
here just 30 minutes ago!! We missed each other, what a fool's joke!
6. On 4/10 Monday, Covad technician Robert came and decided the problem is
with Pole. He promised me Covad would take care of it without Bell
Atlantic's help. I trusted him and of course, I was wrong again.
7. From 4/11 to 4/20, I called speakeasy almost everyday. The answer was
always they would make special request to speed up, but no definite answer.
Summary: I was so upset that seems nobody really cares about this.
8. From 4/20 to 4/25, I called about every two or three days, same answer.
9. On 4/25, I called again. A technician called Roxanna took it and she
seemed to be a responsible person and promised to call me back in 24 hours.
10. On 4/26, Roxanna called me and wanted to know my schedule. I have to
say, she is the only person who really cares about me in speakeasy.
11. On 4/27, called again, no secluded visit and they did not give me any
definite answer.
12. On 4/27 evening, I went to www.dskreports.com and was shocked to see
there are so many complaints about speakeasy/covad/ba in my area (Brooklyn,
NY). There is even a guy who has waited for 4 months!!!
13. On 4/28, I called to cancel my service. A guy called Lorna Fate in
billing department, who claimed himself as billing department manager,
answered phone. He insisted to charge $250 because my service is less then
1 year old. I argued for about 20 minutes but no success. He said
speakeasy is providing the service even though I haven't use DSL for a month
now. From their web site contract:
"If we are unable to provide you with the service you have paid for, you
may cancel your account without any obligation. "
Lorn said they are trying the best to solve the problem. But from my
experience, they didn't and they don't care.
I understand speakeasy should not take full blame. But to be fair, you
haven't being able to provide DSL service and I should be free to cancel
service.
Customer is where the money come from and should be respected.
James Wei
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