PHeadland
join:2005-03-30
San Mateo, CA
| DSL Extreme falls at the first fence
I placed an order to switch service from SBC to DSL Extreme a couple of days ago. I placed a very clear note on the order stating that I wanted service switching on 3/30 because that's when my SBC contract expires.
Today I got an e-mail stating that my activation date would be 3/2. That would likely land me with an early termination charge from SBC, or at the very least a month of double-billing.
So, I called up DSL Extreme's order line and explained the problem, and the guy on the phone told me it was "your fault for placing the order too early - you should have waited until within a month of the date of transfer". In case you're rubbing your eyes with disbelief, yes, he really did tell me it was my fault. As you might imagine, I went ballistic at him, pointing out that my instructions on the order were very clear, and they should have called me if there was a problem, not just ignore what I requested.
After I quit beating on him, he checked with his supervisor and came back to say it would all be taken care of (no apology, mind), but this has left a very poor first impression of dealing with DSL Extreme - I came within a hair's breadth of cancelling the order.
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Peter Headland |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi Peter,
I sincerely apologize for any inconvenience that you experienced. DSLExtreme prides itself on providing superior customer service. This fell below our acceptable standards and indicates that some further training is needed for the individual that you spoke with to ensure he is in-line with our standards on each interaction with our valued clients.
I checked with our orders team and they have since updated the order with the proper information and due date. If you have any questions in the future please feel free to contact me direct via IM.
Thanks!
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George
General Manager
DSLExtreme
Will work for reviews.  |
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PHeadland
join:2005-03-30
San Mateo, CA | It's two days before 3/30 (when service is supposed to switch from SBC to DSLX), and my account at DSLX shows no activation date and status "pending". Can one of the DSLX folks please check that my order hasn't gotten overlooked? |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi Peter,
I had our orders team take a look at your account. Unfortunately it looks like there was a problem on the SBC side with canceling the original order that was placed. Since the original order didn't fully clear out of their system it didn't allow our system to place the new order. I have our orders manager working with SBC on your account. They will be in contact with you regarding your account. I will continue to follow up as well.
Thanks!
--
George
General Manager
DSLExtreme
Will work for reviews. |
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