The local GM would be willing to hear the issue of the lawn in person so to rectify. As for the past due, the what could clear this up was detailed in the prior response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...
resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Typically it is difficult to determine if the equipment is ours, or has been tampered with, if the stickers are removed. The Serial Number and MAC Address are unique to each box. In situations like this, the local office often has charged for the equipment. In the Contract Agreement signed after...
installs, you agreed to return our equipment in good condition. If not, then the customer is liable for it.
I have responded twice, but I don't think you ever received it. In May, this...
complaint was settled. Cableone did finally admit we did not owe anything, but had actually overpaid. Now, it has been turned back over to a collection agency.It was turned in as a collection to the Credit Bureau. Can you, please, help with this?. I, also, lost the email with the decision, so I have nothing to send to the Credit Bureau. Thanks. [redacted]
This is deception in advertising. You're claiming to not increase the rate and now you're saying "Oh we meant the introductory rate only which isn't a permanent rate". You advertise in a way that you doubled the speed but not the price making it sound like a 1 to 1 ratio when in reality it's not. These deceptive tactics are despicable. A more honest ad would be "We doubled the rate for only $5 more per month". You should be honest in advertising. Rather you choose to deceive and skate around existing above reproach. If you advertised honestly then I would be less irritated. If you offered the plan that you cut me from at the rate I've been paying I would be less irritated. But instead you dropped my plan and signed me up for a new plan at a different rate and then trained your people on the phone how to provide double-talk that only irritates the customer even more because nothing can be done and there's nothing Cableone will do to aid their customers and make them smile. I'm yet to smile with your service but am in a location where Cableone has a monopoly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not know what “having technical issues with our third party” could possibly mean. They were having problems with their third party responding or addressing my problems at all and that is my complaint. I do not know what “as soon as we get a solution we will notify them” means. Their customer service is to wait on their unresponsive third party before communicating with their customer which is absolutely no customer service at all. As I stated, my issues were addressed after 3 weeks and 3 days which is unacceptable, especially for a business account. I don’t see that anything has been accomplished. Cableone just responds with a non-descript, non-intelligible, non-specific response meant to satisfy Revdex.com. The person writing that response is not aware of the details of the problem. This exemplifies Cableone’s complete failure in the customer service area. Two weeks later, I experienced another problem and I was told how to resolve it myself. I am, after 3 weeks continuing to experience problems, but I have not contacted them again and that is another matter. I work on it every day because I have no confidence in Cableone. I am going to have to hire someone to correct Cableone’s problem it appears. Where do we go from here?
Regards,
[redacted]
The local office researched the account and did find a few service calls over the last 3 months. All were fixed an the services should be in excellent condition. As for the rate increase the customer referred to was actually the end of a 6 month promotion. The local office looked for options but...
could not find a new promotion that the customer qualified for.
Local office acknowledged receipt of equipment. The $91.85 is the remaining service balance and bounced check fee. Please come into the local office to speak with the GM for more details.
Per the attached document explaining our usage policy, you can go back to the original level of service once it is shown that the average bandwidth is consistently within those levels for several months.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made...
by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Ernie C[redacted]
What Cable One said in their response is the whole point of my complaint against them. I did have those conversations. The first one was before leaving Pinetop, when I was told on the phone that if I turned in my DVR box that I could have a rate of $32 per month. I would like to have them send that conversation to the Revdex.com for their examination. There was no mention of my having an extra box. Then I also had a conversation with the representative at Cable One's office in Show Low when I turned in my DVR box. They also quoted a rate of $32 dollars, since I had turned in my DVR box. They said nothing about my having an extra box. Then I got my first bill which was in fact 32 dollars. Then I got my second bill after leaving the area, and it was for about $9 dollars more. That was just recently before I made this complaint. That's when I called them and was told for the first time that my bill was going to be more than originally quoted by 2 different employees. That was the first time also that I was told that I had an extra box. Now don't try sending that recording, or the next recording when I asked to talk to a supervisor who also told me I had an extra box. Send the one I had before I turned in my DVR box, where the employee clearly stated that my rate will be $32 dollars. You should have the date for my turning in that box and the call was made before that.
Since the initial response in February, the customer usage exceeded the lower service of 300 GB every month except one. If he can consistently manage his usage below 300 GB, we are willing to move him to that level of service.
The local GM would be willing to hear the issue of the lawn in person so to rectify. As for the past due, the what could clear this up was detailed in the prior response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...
resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We are researching the issue and ask the customer to hang in there until we have been able to duplicate the issue and find a resolution. Thank you.
Our local office contacted the customer and resolved this issue.
Typically it is difficult to determine if the equipment is ours, or has been tampered with, if the stickers are removed. The Serial Number and MAC Address are unique to each box. In situations like this, the local office often has charged for the equipment. In the Contract Agreement signed after...
installs, you agreed to return our equipment in good condition. If not, then the customer is liable for it.
One of our more experienced Technical Reps will call the customer to see what can be done.
Customer received a large credit and was put in a promotion. This is resolved.
I have responded twice, but I don't think you ever received it. In May, this...
complaint was settled. Cableone did finally admit we did not owe anything, but had actually overpaid. Now, it has been turned back over to a collection agency.It was turned in as a collection to the Credit Bureau. Can you, please, help with this?. I, also, lost the email with the decision, so I have nothing to send to the Credit Bureau. Thanks. [redacted]
This is deception in advertising. You're claiming to not increase the rate and now you're saying "Oh we meant the introductory rate only which isn't a permanent rate". You advertise in a way that you doubled the speed but not the price making it sound like a 1 to 1 ratio when in reality it's not. These deceptive tactics are despicable. A more honest ad would be "We doubled the rate for only $5 more per month". You should be honest in advertising. Rather you choose to deceive and skate around existing above reproach. If you advertised honestly then I would be less irritated. If you offered the plan that you cut me from at the rate I've been paying I would be less irritated. But instead you dropped my plan and signed me up for a new plan at a different rate and then trained your people on the phone how to provide double-talk that only irritates the customer even more because nothing can be done and there's nothing Cableone will do to aid their customers and make them smile. I'm yet to smile with your service but am in a location where Cableone has a monopoly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not know what “having technical issues with our third party” could possibly mean. They were having problems with their third party responding or addressing my problems at all and that is my complaint. I do not know what “as soon as we get a solution we will notify them” means. Their customer service is to wait on their unresponsive third party before communicating with their customer which is absolutely no customer service at all. As I stated, my issues were addressed after 3 weeks and 3 days which is unacceptable, especially for a business account. I don’t see that anything has been accomplished. Cableone just responds with a non-descript, non-intelligible, non-specific response meant to satisfy Revdex.com. The person writing that response is not aware of the details of the problem. This exemplifies Cableone’s complete failure in the customer service area. Two weeks later, I experienced another problem and I was told how to resolve it myself. I am, after 3 weeks continuing to experience problems, but I have not contacted them again and that is another matter. I work on it every day because I have no confidence in Cableone. I am going to have to hire someone to correct Cableone’s problem it appears. Where do we go from here?
Regards,
[redacted]
In an effort to meet the customer half way, the local office put a credit on the account of $50, leaving a balance of $35 for the customer to pay.
The local office researched the account and did find a few service calls over the last 3 months. All were fixed an the services should be in excellent condition. As for the rate increase the customer referred to was actually the end of a 6 month promotion. The local office looked for options but...
could not find a new promotion that the customer qualified for.
The repair was completed yesterday.
Local office acknowledged receipt of equipment. The $91.85 is the remaining service balance and bounced check fee. Please come into the local office to speak with the GM for more details.
The local office reviewed the account and applied an $88 credit.
The local office is contacting our accounts payable department to initiate a refund. The check will be mailed out no later than July 27th.
Per the attached document explaining our usage policy, you can go back to the original level of service once it is shown that the average bandwidth is consistently within those levels for several months.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made...
by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Ernie C[redacted]
What Cable One said in their response is the whole point of my complaint against them. I did have those conversations. The first one was before leaving Pinetop, when I was told on the phone that if I turned in my DVR box that I could have a rate of $32 per month. I would like to have them send that conversation to the Revdex.com for their examination. There was no mention of my having an extra box. Then I also had a conversation with the representative at Cable One's office in Show Low when I turned in my DVR box. They also quoted a rate of $32 dollars, since I had turned in my DVR box. They said nothing about my having an extra box. Then I got my first bill which was in fact 32 dollars. Then I got my second bill after leaving the area, and it was for about $9 dollars more. That was just recently before I made this complaint. That's when I called them and was told for the first time that my bill was going to be more than originally quoted by 2 different employees. That was the first time also that I was told that I had an extra box. Now don't try sending that recording, or the next recording when I asked to talk to a supervisor who also told me I had an extra box. Send the one I had before I turned in my DVR box, where the employee clearly stated that my rate will be $32 dollars. You should have the date for my turning in that box and the call was made before that.
Since the initial response in February, the customer usage exceeded the lower service of 300 GB every month except one. If he can consistently manage his usage below 300 GB, we are willing to move him to that level of service.