Anon | Re: PSN did what they had to! No DSl provider, on this planet, will EVER be able to make spatrick happy. The guy is obviously a two-faced whiner. He talks to the PSN rep, says he is happy and then bashes the (same) rep on the internet? why not tell us both sides of the story, spatrick? Why not bash the local phone company, who by LAW, has to install your line? How do you propose PSN deliver you service without a phone line? magic? ESP? a trained army of ants delivering 1 bit at a time?
You can NOT have dsl until you get a support outside line wiring. PSn can NOT provide that. This was explained to you, and you agreed.
The date given for the outside line installation was MAy 30th. After that than you could have DSl from ANY isp.
You would have had exactly the same problem with *ANY* isp.
The customer is not always right. Sometimes a customer is so problematic they will never ever be happy and just aren't worth dealing with. It is clear the PSN spent a great deal of time working with you, and explaining the time delay (which were not their fault!)and you still bashed them online. PSN's best move to dump you in some other ISP's lap and let you bash them for while.
Everybody, come back in a few weeks and see spatrick bitch about his new DSL provider...
he still won't have an outside line and he still can't get an answer from (insert new ISP name here) on when he will get one.
JON
P.S
I am on Pacbell dsl, and had similar problems, however I have a brain and realized there was no point bitching about problems that were outside my isp's control! |
|
| They did what they had to? Now that is an interesting comment.
They had to post a message on a public forum that my account was cancelled BEFORE they notified me? I am glad that I do not find myself in those "have to" position at my current job.
DSL providers have made me reasonably happy in the past and I have all beliefs that I will be satisfied by an appropriate provider in the future.
As far as telling ANY PSN representative that I was happy on the telephone, I can assure you that is a situation that never occurred. I may have given up and allowed the conversation to end, but I was never happy, nor did I express those sentiments to PSN. PSN repeatedly gave me dates when progress was going to be made on my account. Those dates would come and go and I would hear nothing. I understand that PSN is at the mercy of Bell Atlantic for outside line installations. I realize how DSL installations take place. This is not my first DSL service. I was previously a Bell Atlantic customer until I moved. If anything, because I paid PSN to negotiate the line install with the local telco (my contract was with PSN) they could have at least picked up the phone and left a voice mail to let me know that there was a delay. This never happened. Likewise, when asked for the telco contact number to follow up on these items myself, I was told that information could not be provided to me. I was a client of PSN. I reported on their level of service to me.
I do not "bash" the phone company because they did not make promises they could not keep. They never said they would call me and didn't. They never said they would email and didn't. They never took money for services not rendered.
As I said, I understand the outside wiring issue. That is not the issue with PSN.net.
The bottom line is that the only tangible thing I ever received from PSN.net was a bill and a photocopied welcome letter.
My story of service is not unike others posting on DSLreports or reporting to the Better Business Bureau. Perhaps we are all a misguided group that are unhappy with the phone company and taking it out on PSN. Perhaps the phone company forbids them from returning phone calls or sending emails. Perhaps the phone company forces them to interact with customers in public forums rather than interact directly. If that is the case, I stand corrected. Somehow, I think it is not.
If you would like to check the status of my new provider, I am currently signed up to receive service from Zyan. I encourage you to do so. DSL or otherwise, I have never had the level of customer service from any company as I had from PSN.
Sean Patrick |
|
Anon | reply to Anon
PSN.net is not innocent in this I only partially agree with you. You are correct that SPatrick does not seem to recognize that PSN (nor any other ISP) is at the mercy of the local telco's timeline for line installation. No ISP can control that. His initial complaints should have been directed at his local telco. His argument is that his contract was exclusively with PSN, not the telco. So what? PSN went to the local telco on his behalf, and that is seemingly the cause of the delay. Would spatrick have had the same problem with a different ISP? Most likely; although another ISP may have a better working arrangement with the telco and be able to expedite the install - maybe not. Not enough info to tell.
PSN still handled the entire situation VERY poorly. They claimed, when DSLReports contacted them, that they would never cancel an order due to a poor review; yet that is exactly what they did do. Getting caught publicly in a lie is VERY bad for a company's image.
Cancelling an order of someone because they are complaining loudly sends a very bad message to the public. The company becomes seen as either having something to hide, or not wanting to work hard (ie: only 'easy' clients). I doubt either impression to be true, but that's how the action will be viewed.
The best way to handle problem clients is to offer to cancel and to offer a full refund with no obligation IF THE CLIENT WANTS IT. Of course, someone as unhappy with a company as spatrick would almost certainly have taken it. His only reason for not cancelling previously was having in writing that he would have to pay $250 in penalties if he did cancel.
Which brings up the question of why did spatrick have to pre-pay for an install, with a promise of a refund after the install, to the free installation? I'm yet to see an adequate explanation of that one.
In summary; I agree that spatrick would have most likely had similar delays with most other ISPs. I have GTE dsl, and that took 1-1/2 months to get thru the install; I fully understand that the ISP has little control over the telcos timeline. However, I believe that nearly all ISPs would have dealt more professionally with spatrick. PSN is fully to blame for their poor handling of the entire situation. |
|
|
|
Anon | reply to spatrick
Re: PSN did what they had to! There is a difference between not getting a call back, and getting calls back that you are unhappy with. You left the impression that PSN never gave you any clue what was going on - when in fact they _did_ call you (albeit never to give good news)many times.
I posted my comment largely to counter the negativity of the current posts. People heard one side of the story, and a wav file saying you were terminated. Without any more information, how can anybody make a judgement on PSN? Many people did without asking follow ups like mine. If you has said "breathing air while the sky is blue will kill you!" People would have responded "oh my god! I am never breathing the air again!" The full story is it takes, on average, 72 years for a human male to die while breathing the air "when the sky is blue"
A lot of the whining I have seen here had been, in my opinion, self-inflicted. People don't understand what the delays are for, so they yell and scream, or even worse, they don't understand there own computers (the Mac guy, who could have ordered the part he needed a at a dozen Mac shops online, but instead ranted about the poor DSL service!) I want the full story before I condemn PSN.
Now that I have more info, I am pretty sure they are badly managed  !
But they will survive as customer service is meaningless these days, and if they suckered you into coughing up 2 bills upfront imagine what they can do with a clueless end user?
thanks for replying. I look forward to your review of Zyan.
JON |
|
 GegnerLet's FoldPremium
join:1999-11-22
Highland, CA | reply to Anon
Nice job, man.
You get an A+ for sarcasem and meaness.
Mellow out. |
|
GegnerLet's FoldPremium
join:1999-11-22
Highland, CA | Sorry Sean, that was aimed at Jon. |
|
Anon | reply to Anon
"The customer is not always right. Sometimes a customer is so problematic they will never ever be happy and just aren't worth dealing with."
BS!!!!!! if there wasnt any problems with him being set up there wouldnt be any problems in the FIRST PLACE! god man get real.. do the job rite or dont do it at all and there wouldnt be these problems.. wanna insult people about brains. well use yours for a change. anyways READ!! the FACTS.. put away the rambo books and stop beating people up when they all ready been hit to the ground...gezz !!... |
|
| reply to Anon
Hey everyone, I think JON here is secretly a PSN spy. |
|
Anon | If he were a spy; I serious doubt he would've said that he now thinks PSN was poorly managed. |
|
| reply to spatrick
PSN dropped the ball. I felt compelled to post a comment from the ISP side, one who provides DSL.
In my opinion, PSN dropped the ball. You are their client, they have to deal with the telco/dsl providers for you. I admit that it generally sucks to get information about installation and qualification from them (I deal with Pacific Bell daily). This is no suprise. And if you have a customer who may difficult to deal with (not that you are), get past it cuz not everything is peachy in ISP DSL land. As the client, you are entitled to know EXACTLY what is going on with your DSL installation. This is the sole responsibility of the ISP, in my opinion. Sometimes the ISP has to chew some ass to get things done and escalate the install through the proper channels. Believe me, this works well.
As far as them cancelling your account, based on your DSL reports posting...wow...that is just blantantly wrong.
My two cents. |
|
Anon | I do wonder what kind of run around the local telcos give the ISP's. Obviously PSn was not high on the list! With pacbell, I had pacbell install the line first, no mention of DSL(2 days!) *then* I called to get DSL put on it. I wound up using Pacbell for my ISP anyways so it didn't matter.
since you are on the 'inside', do you think what I did would help other users who are waiting on the ISPtelco connection? You call the teclo directly, get the line, then call the isp with the line already ready to go. Kind of tricking the local telco...
JON
|
|
Anon | reply to Anon
Re: PSN did what they had to! I am not a big rambo fan, but I do like to hear both sides before I speak up. Did you read spatrick reply to my first post? We didn't quite get the whole truth the first time around, so despite the bashing I am taking I am glad I posted it for the intelligent discussion it provoked.
Not doing the job was NOT what hurt PSN here. based on spatrick's response, he seems reasonable and knows what is involved with getting DSL in. What hurt PSN was extremely poor communication with the client. If spatrick had some rational reason for the delay, then he would not have been AS ticked.
JON |
|
| reply to Anon
Re: PSN dropped the ball. It can be very frustrating to get some cooperation with the local telcos. Don't get me wrong, some do go very smoothly, but the ones that don't usually are botched really bad. For one customer, the 4th re-scheduled installation date was the charm after 3 no-shows. And get this, the latest in my area is that PacBell is out of DSLAM ports in some CO's and won't have additional equipment till at least a month from now (if that).
My general feeling is that the telco company will respond more adequately to requests if dealing directly with the individual. Such as in your case Jon.
Nick |
|
Anon | reply to Anon
Re: PSN did what they had to! Actually, he probably would. |
|
Anon | reply to Anon
Hey JON
I'd Just like to say your a retard. I used to work for a local ISP and although i hated my job as a customer rep in no way possible would i ever even consider getting revenge at a customer for a review. Oh yah and a note to Spatrick what they did to you could be illiegal and i would notify the CPUC.
David |
|
Anon | reply to Anon
I agree ... hes definatly a spie!!! Lets cancel his line!!! |
|
