Showtime Communications

Review: We were contacted by [redacted] Via Facebook about the services they provide [redacted], [redacted] Boos etc. We asked if certain channels would be available with [redacted] that we wanted and replied via text message yes. After the install we noticed it was not on there and he said it was our responsibility to call [redacted] to make sure it was there. I called and they said that with the package we were put on not it was not included. Before signing any papers he replied that we would have it and after we signed he said we would. He would not return my calls or text messages at times making it difficult to come to a resolution. Unfortuanlty for us if we cancel now we have to pay $480 for breach of contract. A contract that we were lied about.Desired Settlement: Request that they pay for the cancellation fee and return of all materials used to install [redacted].

Business

Response:

This response is in relation to a complaint that a customer turned in about his account. When we receive a customer inquiry, our sales associates are trained to ask qualifying questions to determine which package will best fit a customer’s needs. In this situation, the customer did his own online research of [redacted] packages. The customer called us with the package that he had selected, and he was set on America's top 200. After installation, the customer stated that he was misled about the channel lineup despite the fact that he had researched the lineup himself. Our website clearly explains the channels that are available in each package.

The customer then complained that our representative told him he has to call [redacted] directly to make changes to the original channel package that he selected. However, each [redacted] retailer is contractually forbidden from making changes to an active customer’s account directly. This is a [redacted] policy for a customer’s protection.

The customer called and texted several times over the course of a few hours, and he claimed our representative would not return his calls. Our efforts to reach out to this customer include the following:

Our representative did his best to assist the customer by making several calls and returning texts messages. When the situation escalated, our representative gave the customer his manager's phone number. He also asked his manager to contact the customer.

Our management team attempted to call the customer, but our call went unanswered or returned.

Our company had a regional account manager for [redacted] reach out to the customer; the call was not answered or returned.

Showtime Communications offered several solutions to help satisfy the customer, but the customer did not appear to be interested in resolution. The customer expressed that the package he chose would save him $90 to $100 a month over his current/former service provider. Our team at Showtime Communications did everything within its power to reach a satisfactory resolution with the customer and provide him with the package that he specifically wanted.