 Matt_31Who Hit The Power ButtonPremium
join:2003-02-21
Jasper, IN
 ·Vonage
 ·Insight Communic..
| [Other] Why Is Customer Service So Difficult Our local office hasn’t been handling calls for a long while now. Our local number transfers calls go to the Evansville office. So to get any information or talk to anyone you have to go through person to person to person etc.
As many know in the long past know I had alot of issues with insight. It took Mike and some others to get things rolling and fixed. Things have been fine since... cept for one thing. The DVR box. As like many of you I have issues with it freezing and locking up. However the new thing as of late has been recording for hours non stop. You will say to record a show thats one hour and it will record for 5 hours. Its not a setting problem it happens out of the blue.
Well with the internet problem yesterday (6-23-09) I finally got the heart up to call knowing how things are. I talked about the internet .. but I also talked about our DVR boxes. It was kinda a kill many birds with one stone. I was clear and explained things. even they agreed. So I was transferred to my local office and we sent up a appointment for today 8am-10am for them to come out and replace the boxes. So I set things up and wait.
Now yesterday they were going to send someone out (later afternoon) about the internet but the problem was so in and out as Ive experienced in the past they would show up when its working and nothing could be done. So while I was talking to the local office we get things setup about the DVR boxes.
It was set originally for (6-25-09) however she then said tomorrow (6-24-09) and I even repeated it, and we set the time 8am to 10am so All good and dandy. So while waiting, Its after ten I hadn’t heard anything and in the past they had called and told me they are usually late etc and would be there.
So I called and checked and the automation said my appointment was for 6-25-09. I was like what!! So I talked to a CSR and explained to her what happened .. of course never being able to talk to my local office myself. (The person to person thing again) She said that they had called me and said they changed things (which never happened) .. and started off with the crap of this and that.
So here we are back to the original reason WHY i have NOT wanted to call in the first place, and have delt with the boxes being crap. However given the fact after Mike and the regional manager got involved in the issues from last time things would be settled here but I can see it has not. What made me even more disappointed was Ive taken time for all this and just got a Im sorry.
I did let rep know I am VERY displeased about things, What upsets me more is the lack of from insights part for this. I spend over hundred and something a month for service and then to be told things and get shelved.. if this was only one time it wouldn’t be a big deal but this is one of many. I haven’t asked for much but I can see it is. Communication in wires may work but voice is a real problem with them.
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petey_
join:2003-06-14
Louisville, KY | I had a similar issue recently too. Insight said they fixed the issue on my DVR box not connecting and they canceled the appointment. I waited around all day and they never showed. I called back in and they setup the appointment again. They were late but they showed up and it ended up being something stupid they could have fixed over the phone. Apparently someone typo'd my DVRs information and they had it placed into their inventory and not out at my house. |
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| reply to Matt_31
Unless communication is one to one there is always the possibility and the likelyhood of mis-communication between people. We here in the Jasper Insight office take pride in trying to give our customers excellent and timely customer care. It is obvious that did not happen in this case. We want to make it right; please let me be the first to offer a personal and sincere apology for how you were treated. I am the local manager here and would like to discuss this with you one-to-one. |
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Matt_31Who Hit The Power ButtonPremium
join:2003-02-21
Jasper, IN Reviews:
·Vonage
·Insight Communic..
| reply to Matt_31
David or whomever you are.
You dont send me a msg or anyway for me to contact you. Just say you would like to talk to me. HOW?
Read the post again they WONT let me talk to the local office! So today after having the exact same issues like others are and seeing its been more then a couple days
The problem from this post
»[DVR] DVR
I call the number in asking if there is some ETA on getting this fixed (as I can understand it can be outta your hands) but I get told there is no problems. I would need to contact my local office. I nicely explained to her the problem. She still said I need to contact my local office as they are weekend help.. I also explained to her my issue in trying to talk to the local office. There wasnt much she could do (which I understand).
So I sit here with 2 DVR boxes that work terrible that I cant get my cable company to do something about, let alone anyone to talk to. Also now my cable service isnt working like it should.
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Intel E6600 2.4, 6gigs Ram, 2 - 150GB Raptor's HD's Raid 200gig Maxtor, Nvidia 8800GTS, Vista Home Premium x64 SP2 |
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 lilhurricaneCrunchin' For CuresPremium,Mod
join:2003-01-11
Purple Zone
kudos:51
1 edit | Just a reminder the only verified "officials" on this forum are registered (and authorized by Mr Willner):
»Posting Guidelines-How To Get Help & Who Represents Insight |
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SingularPremium
join:2008-08-13
Shelbyville, KY
kudos:2
1 edit | reply to Matt_31
said by Matt_31:David or whomever you are. You dont send me a msg or anyway for me to contact you. Just say you would like to talk to me. HOW? Read the post again they WONT let me talk to the local office! So today after having the exact same issues like others are and seeing its been more then a couple days The problem from this post » [DVR] DVRI call the number in asking if there is some ETA on getting this fixed (as I can understand it can be outta your hands) but I get told there is no problems. I would need to contact my local office. I nicely explained to her the problem. She still said I need to contact my local office as they are weekend help.. I also explained to her my issue in trying to talk to the local office. There wasnt much she could do (which I understand). So I sit here with 2 DVR boxes that work terrible that I cant get my cable company to do something about, let alone anyone to talk to. Also now my cable service isnt working like it should. I am a bit skeptical about the guy that contacted you but I do agree with the problems your having here. It has been getting worse lately with the guide not showing whether it is a new or repeat and my hard drive keeps filling up with recordings and I have to go through and delete all of them. I would be ok with the issue if I could connect an external hard drive but Insight does not allow that either, it just frustrates me so much. The problem with these boxes are, the more things they have on the hard drive the worse they operate. So don't think your the only one alone in this issue, and the issue with customer service as well. Anytime I ever have a problem its always send a guy out to check the signal levels which I told them were fine over the phone, I can check them myself with the Broadband Modem and the Cable Box, and they either say well everything is good here not sure what is wrong, or I can't fix it I will have to send someone else. The other thing that always annoys me so much is... "They will show up between 8 and 12 today, then they show up at 3." No one calls, I just have to wait. So I feel your frustration, and I wish they would actually listen to what their customers are saying and do something about it.
I hope Mr Willner has a chance to read my post here and may be able to help or make some suggestions. I would love to see that feature added, and these problems fixed. |
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IGGYNo Guru Just Here To HelpPremium,MVM
join:2001-03-30
Chatham, IL | reply to Matt_31
Re: [Other] Why Is Customer Service So Difficult I just posted a reply in the thread linked above. Unfortunately this may not be an Insight specific issue. Many of these problems have been known & reported for various DVR models. Depending on your point of view the blame can be passed around. To me it seems the cable companies would save money & reduce employee hours troubleshooting either by forcing the manufacturer to address the problems or by purchasing units from someone other than Motorola. Then again I think the competition has had their own issues.
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