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Anon | HORRIBLE: Lack of service, support and information Here is a copy of my termination notice after going through three weeks of hell. DON'T USE PRIMUSDSL or NORTHPOINT. If you do, skip Technical Support and call the VPs at the main office.
To PrimusDSL and Primus Telecommunications
Due to a lack of service and several breach of agreements, we insist that our contract be terminated in accordance to the "30 Day Total Satisfaction Guarantee". We will return the router, but can not return the comprehensive information Guide as none was ever provided.
During this very unpleasant attempt to acquire DSL service from PrimusDSL, we encountered the following problems:
1) Lack of Service
Although the North Point technician that installed the line claims that he received a signal on his lap top, none was received by our PC over at two week period. A review of the phone and DSL system by an Atlantic Bell technician revealed that the DSL connection to the phone box was not properly performed.
2) Lack of Support
We contacted Technical Support on an almost daily basis to request assistance with our connection. We would hold for thirty minutes to one hour , be told to perform several ping tests, be told to modify our system and eventually told that a "ticket" would be written. As per the technicians suggestions, we reinstalled Windows and IE, repeatedly reconfigured our PC and even installed Netscape as an alternative. None of the suggestions produced a connection or altered the outcome of the ping tests. We were told that the "ticket" would lead to further assistance, but appeared to be only a means of relinquishing any and all responsibility to someone else. At no time did our calls to Technical Support result in an attempt by PrimusDSL or Northpoint to physically examine the faulty connection. A Northpoint Technician was only dispatched when we bypassed the normal process and contacted senior level employees at Primus Telecommunications.
3) Lack of Information.
Although the PrimusDSL web site clearly states "You also will receive the comprehensive PrimusDSL Installation Guide covering pre-installation and post-installation information", none was provided. Several representatives admitted that the Installation Guide does not even exist. All requests for comparable information directed us to contact "Technical Support", who did not respond to our email request and provided only a two sentence explanation of the process in response to our repeated phone calls. On several occasions I requested to speak to a representative or technicians boss, but was told that I could not and even refused to tell me the their boss's last name.
4) Lack of Cooperation and Coordination.
At every step in the installation process, PrimusDSL was unable to provide information on activities that involved Northpoint and Bell Atlantic or the information given was incorrect.
Example 1: We were to be informed in advance of the "loop date". After two weeks we became concerned, called our sales rep "Steve" and discovered that they would be at our house "some time" the next day.
Example 2: During the installation process an error occurred that resulted in Bell Atlantic having to make a second visit to our home. We were not informed of the error or the delay until we contacted PrimusDSL two weeks after the loop date to find out when our in-house installation would occur. Once again, we were informed that they would be at our house the next day, but that the installation would be delayed several more weeks.
Example 3: When Northpoint finally agreed to dispatch an technician to check and repair the faulty connection, we insisted on a one hour notice so that we would not have to wait at home the entire day and that we would not be available after 5:00 p.m.. At about 1:00 we were informed that a Northpoint technician would arrive "around 5:00". The technician actually arrived before 1:30, but only after we had altered our schedule to accommodate the 5:00 installation.
In short, our experience with PrimusDSL and Northpoint has been HORRIBLE. | |
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