| Anon | Not too great customer service NConnect offers high speed DSL, is true, but what about customer service. I had my DSL connected around Tuesday, May 9th or 10th. As of right now, my ADSL line is down, I'm connecting with my 56K modem. The first day my DSL was hooked up, it went down and was down for about 9 hours. I called NConnect about it and they said that @link was notified about it. After a long wait, I decided to contact NConnect again, spoke to tech and was told that Ameritech was supposed to come out and check the line. No one came out, but the line did come back up and worked for another 6 or 7 hours. Went down again and I decided to call @link personally and they sent Ameritech out, which in fact they never did, that's just how they are. I told the rep that setup the account about my frustrations and that I wanted to cancel my account, he e-mailed me back asking details about a problem that was going on for a couple of days already. I send e-mail with details, feeling better since the connection came back to live for a little while, then today 5/15/00 I received an e-mail from my rep asking me to make up my mind, that I had sent e-mail wanting to cancel the account and then sent another one saying that I will be patient. This is no professional customer service at all, I think it was rude and unprofessional to send such an e-mail to a frustrated customer. I called back and requested the account to be terminated, since it's being 7 days since this account was activated and the DSL has gone down EVERY SINGLE DAY. Now, what am I suppose to think about a whole year contract, they said I can't cancel cause I was on a year contract, which I am aware of, but do they know that the service is being having problems from day one? I understand that Ameritech is in the middle of all this, but hey, do you have to be rude about it? Don't they understand the frustration people go through with this? To wrap up, connection speed, awsome, customer service...extremely poor. I'm trying to be as patient as possible, but can they have better customer service? Sometimes, it's all it takes...! It's true, free installation and modem, and only $89.00 a month, but I think I should have paid for the connection, may be they would have had the service right the first time. Before I had the service, customer service was great. I think customer are not allowed to complaint about problems, or this is what you get.....!!! |
