Ebox → [Cable] [ON] Very unhappy new customer to Electronic Box Cable

So I just got off the phone with a customer representative in Electronic Box, VERY DISSATISFIED with the customer service provided.

So here is my experience:
August 26th, called Teksavvy to cancel my cable Internet on Sep 22nd, received confirmation email 2nd day

Sep 2nd - Placed my order online with electronic box and set up the transfer to be incurred on Sep 22nd

Sep 9th - Received order confirmation email

Sep 11th - Credit card is billed

Sep 15th - Received a phone call from an agent and was told the transfer won't happen in Sep 22nd, and I asked when I am going to have my Internet, she doesn't know. So I sent in two emails to "sales@electronicbox.net", but nobody replied

Sep 17th - Called electronic box and spoke with another agent. The agent's employee # is 68. The agent told me because Teksavvy did not send in the request to Rogers, so they could not activate my Internet on Sep 22nd. And the agent told me to call Teksavvy to postpone my cancellation for another 15 days, otherwise I will have to pay $49.95 plus tax to have my Internet activated on Sep 23rd. He told me based on CRTC law 60, I have a right to change the cancellation date. So I asked him to hold, and I called Teksavvy with my cell phone right away. Teksavvy told me the cancellation cannot be undone since my cancellation request has been sent to the vendor, and vendor has confirmed this on August 31st. I asked for proof, then Teksavvy sent me a confirmation email with ticket number for the cancellation request from TPIA team of rogers. Then this is so clearly the Electronic Box is lying on my face that Teksavvy did not submit a request to Rogers. I told the agent # 68, I can provide him with the proof from Teksavvy with ticket # with Rogers. But he did not want to see it. He just emphasize either I am going to live without Internet for an indefinite period of time, or pay $49.95 plus tax to become a new activation. At the end, I am so tired of this one hour long conversation and I cannot live without Internet for too long, I agreed to pay the $49.95 installation to have my Internet installed on Sep 23rd.

I would recommend new customers to be aware of this company, their ads online to lure you transfer from other company for free installation but this never going to happen. From my point of view, this charge should be waived as this is totally not a customer fault for not following the correct procedure to sign up.

Now I am hoping to have my Internet on Sep 23rd. But this initial experience is really unpleasant.

The CEO often posts in these forums. Hopefully he can get to the bottom of this mess.

Sorry to hear about your issues.

Yes indeed, i am sorry to hear about that. Please send me your account #.

Thank you for following up on my issue. I have pm you my account number with e-box.

I am just hoping to have a smooth transition.

I received an email this morning, this just even confused me more about the issue, I will post it here as well as my reply. I will keep updating the latest progress in this post and let's see what will happen next:

Sales / Vente ElectronicBox
9:23 AM (46 minutes ago)

Hello,

We would like to apologize for the inconvenience. Transfer orders can be a little tricky when using an outside inventory modem. The modem you wish to use with Electronicbox is currently still active with another provider until your service is disconnected. Therefore, we can only send our order once you are disconnected because if we send it before then the request will be denied and we will be told your modem is already in use elsewhere. The installation will be 6 business days after your disconnection. However, if you are able to use another modem that is not active on any other network the request can be sent earlier.

Cordially.
Ventes et service après vente - Sales and customer service
Electronic Box Inc.

Tél. TollFree: (877) 282-6933
Tél. Montréal: (514) 282-6933
Tél. Toronto: (647) 827-0504
Tél. Québec: (418) 948-8246
E-mail: sales@electronicbox.net

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My Reply:

9:59 AM (11 minutes ago)

to Sales
Hi,

Thanks for the reply. However, your reply totally contrary with the your own FAQ. In the FAQ, it mentions the down time for BYOD probably will be only 24-72 hours. 6 business days are not a reasonable amount of time. In addition, I had a conversation with another agent (his name is Joel, and his employee # is 68) from your company. He already charged me $49.95 plus tax, and he said my Internet will definitely be activated on Sep 23rd.

I believe a reasonable resolution is I should GET REFUND FOR THE $49.95, AND HAVE MY INTERNET ACTIVATED ON SEP 23RD. In your public communication, you never mentioned 6 business days downtime anywhere especially if this is going to happen to every transferred customer. This is an important information to every customer who is willing to sign up.

Thank you.

The second reply is ok. We need 15 calendar days to complete a transfer. Your web order was submitted sep 3 but only got processed on Sept 9. Our internal order department denied sending the transfer request (sept 12) knowing it would get rejected by our upstream (i also agree with this).

So we screwed up on the delay. It would have been ok if we were not 6 days late in processing orders.

As for the last email, we attempted to submit a new order with the modem already in use but the order got rejected on Sept 17 (which is a normal behavior from our upstream, i am still unsure why we try but anyways this should have no impact).

Truth is, you will be without internet from Sept 22 -> until our upstream assign an install date (normally it would be around Sept 28).

I spoke with our ticket masters and we decided to take another route to lower the delay.

We're going to send you a loaner modem at our charges for our mistake and send this order right now with the loaner so it won't get delayed any further (hopefully we're going to get an appointment Sept 23 but we're really at our upstream mercy here, i don't want to set expectations on stuff i cannot control). Once the service is up and running, we're going to swap with your own modem and you can send back the loaner at our fees.

Ho and the 50$ install is definitely on our back, you don't have to pay for our delays.

As for your statement 'the agent lied to me' it's going to take a bit of time, we're going to listen to this call and determine what happened before doing anything. I just want to get your case fixed first. It's still very important to give the right info.

Sorry for all the troubles, i am going to take your case as an example with our operation manager to fix our delays.

Thank you so much diskace for this prompt reply, and a very reasonable resolution to my case. I will update the post title and the content once my Internet is up and running. It is greatly appreciated for this positive and prompt response.

Just a quick note, for setting up the date to swap back the loaner modem, please set it to any date after Oct 13, since I will be out of country before that and my wife won't know how to do it.

Thanks again.

We set it for October 18. We don't have any mail-back envelopes so if you don't mind just send it back and PM me with the cost so it will be credited on your account. Thanks

Sure, I will do it on Oct 18. Thanks again for all the help.

I asked our manager of operation to review the call. We don't want to have a reputation where people think our agents are lying. Electronic Box is all about respect and honesty. If we fail at something we're always going to be open about it.

So after reviewing the call made on Sept 17 i am afraid to say you were right about the fact one of our agent that handled your case gave incorrect details and misleading informations. I can go into details by PM if you want. This is a SNAFU. We're going to meet this agent and proper warning will be given.

All other agents involved were pretty neat about the informations relayed to you (we reviewed all calls).

I would like to apologize for this situation. Thank you.

Kudos to you for finding and then admitting that a mistake was made. This isn't something you see every day but it's nice to see companies that take their customer complaints seriously.

I would like to add, this is isolated.

I have personally been through 8 installs for friends/clients/family.
In Ontario and QC, one issue popped up out of the 8, it wasn't an issue with Ebox, it was with VL. The issue was quickly resolved by Ebox_eric.

I am a new customer and it went very smooth so I agree it was isolated.

So I have my Internet today, everything went smoothly. Thank you diskace for helping me, and it is so nice to see E Box is a company actually listens to customer. It is very rare a company is able to admit a mistake, and more importantly, is able to correct it in a very short period of time.

I am a satisfied customer now, wish to stay with you guys for a very long time:)

Good stuff. Next step, modem swap early October. A thread title update would be appreciated.

Your case was not left unanswered and it helped me fixed some internal issues. The agent was met + our manager of operations will now ensure that our internal delays will not overflow beyond some limits on web orders and some related tasks. Hopefully this will avoid costly mistakes.

Thank you diskace. I was trying to update my original post but found I cannot do it. There is not "edit" option any more like my latest post. So I am just wondering if any forum manger can see this, and be able to help me update the title to [Resolved: Good Customer Service for Electronic Box]. Thank you.

This topic has been closed. Reason: run its course