squinty4567
join:2003-02-23
Chicago, IL
|  Westband not ready for Midwest
Heard about DSLR through TechTV and looked around abit and decided to order through Westband. I am one of the DirectTV orphans. I called them to order on 1/29/03. Two weeks later I called them and was told that they were waiting for the line to be installed. I explained that I already had a DSL line and just needed them to switch the service. Their tech said that since I was one of there first customers in IL they might be having some trouble getting me up. I asked them to call with a confirmation that it would go through. I called 4 days later and was told that I should be up and running. They were working through Covad and Covad claimed that the line was up. I did not receive the modem that Covad is said to have shipped. A few days later I called again and asked to have an update. I did receive a vm from their tech, but with no information, just letting me know he called. After a month I called and told them to not bother. My DirectTV modem is getting an IP address from them, but I still don't have the modem. They were very huffy with me about cancelling, since they feel they have done everything that they were supposed to do. Tech threatened me with "Early Termination Fees" when I told him I was cancelling. I explained that I had never received a contract from which to receive a description of "Early Termination Fees." He told me it was on the website. I stood firm about cancelling and he backed off, but still demands that I "return" the modem within 30 days or he will be "forced" to charge me an early termination fee. I explained that if it came I would be glad to return it to them.
I can't recommend Westband for anyone in IL. They might be much better on the East Coast | |
westband
join:2002-06-19
Canonsburg, PA
| Information on this account was looked up in our records, as indicated, there was a delay in client recieving his replacement modem. This was due to a processing error on Covad's part, apparently modem was shipped to an address in Kentucky by mistake. There was one other problem noted that had to do with DirecTV being somewhat slow to relase DSL Circuits and since ADSL uses line sharing we cannot turn up a client on DSL until their previous vendor releases service.
Customer's statements above were correct with the following omissions/exaggerations:
* Several calls were made to customer to resolve this issue quickly and were either not returned or returned several days later.
* Customer was not threatned, just informed that there was a 1 year service agreement. Our information from Covad at the time indicated that the line was active. Once we realized that Covad had incorrectly shipped the modem we did not lock the customer to the term agreement (Which is clearly marked both on our website and on our DSL Reports listing).
We are sorry that this customer had a bad experience with our company, but rest assured, we are quite capable of turning up clients regardless of their location. | |
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