Northland Communications Corp.

Review: Consistent Cable Outages/Poor or NO reception

It really simple. I have called about 20 times in the last 6 months. We got a new HD TV and switched our package. Things went from bad to worse.

I have been told that they need to address an issue outside of our property. I have been told 6 times someone would call me back. Nobody has ever called me back. Its no surprise. This company has no-showed for appointments and left me at home waiting for a technician that never shows up.

Right now all I want to do is watch my NFL football. My favorite sports team, the Redskins are playing. I have a message on my screen that says "This channel wil be available shortly" . It has said that since I turned the tv on 2 hours ago. This is par for the course. We actually got our new TV so we could watch the NBA finals. 4 of 7 games WERE NOT broadcasted in HD because the channel was out. Same message as above. The stanard def channel was barely watchable. The audio and picture flickered and pixelated the entire time. This is how I got to enjoy the first week of watching my new $1200 TV. My cable box still doesn't have audio outs that work. I have asked about 10 times for a new box. I guess they are still out.Desired Settlement: We are not paying one cent for this service. Do not send me another [redacted] bill. How insulting. When you can provide me with 1 week of good service we will talk about compensation. If you have a problem with that, tough shti, you can come pick up your box. I want a statement with a zero balance on it in the next week or you need to set up an appointment to come pick up your broken, crappy box.

Business

Response:

Initial Business Response

Thank you for your inquiry. We have resolved this issue with Mr. [redacted]. It did take several visits from technicians to isolate and correct the problem, however, since September 23, 2013 his service has been working properly.

We have settled the outstanding bill by crediting him for amounts incurred during the entire time the service was not up to our standards.

His cable TV has been working since September 23rd with no additional service issues. The customer is satisfied with the financial resolution.

We value our customers and take their complaints very seriously. Our in-house technical team is available to our customers at no charge - 24/7.

How this issue managed to get to the level it did, has been investigated and corrected. We are always working to improve our processes.

Again, thank you.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

[redacted] and [redacted] have followed through on this matter. Everything is good now. Good service and fair resolution. Please disregard any and all complaints from myself, [redacted], toward Northland Communications. Once again this matter is completely resolved.

ATL

Final Business Response

My name is Lorri, and I manage our customer service department. I spoke with [redacted] today, and let him know we would like to send our Sr. Technician, our General Manager, and myself out to his house in order to see what the issues are and do our best to diagnose and resolve them.

We are aware that this is an intermittent problem, but were prepared to head out to his house as soon as possible to observe the problems. However, according to [redacted], the past week or so the picture has been great, and still is now. I asked him to contact me directly, or [redacted] - our Technical Services Representative - any time he has an issue, and we will make sure a service call is scheduled as quickly as possible, with a Sr. Technician, the General Manager, and myself.

I also asked him to document the dates, times and problems on the specific channel, to help us pinpoint any problems. Hopefully he won't have any more issues, but if we do, we will respond promptly.

I also let him know that he his name has been added on the account, so he will not have any more problems obtaining information on this account. I am also crediting his account for the month of November.

It is our goal to provide [redacted] with excellent customer service.