XMission

Customer initially called after routine overnight maintenance caused some issues but before the technician could troubleshoot the issue complained that the network outage was "messing up a 100 million dollar project" and hung up on our technician. Over the course of the next week or so the customer...

called back about a half dozen times and often yelled at our staff before hanging up on them or being hung up on (we value our staff and permit them to warn abusive customers and then hang up if the attacks continue). Eventually, a technician was able to stay on the line with the customer long enough to determine a truck roll from UTOPIA was required and they scheduled that. We never heard back further from the customer but on a follow-up call to UTOPIA today informed us that the on site truck roll succeeded in fixing the connection after replacing hardware while on site. UTOPIA also notified us that the customer has switched to another provider on the network, Veracity.I'm proving the above detailed information about the customer's treatment of our staff and overall behavior only to help explain why this customer's issue was not resolved faster. Excellent customer service is a hallmark for XMission. I recognize that we did not respond to this Revdex.com complaint in a timely manner and am researching why that didn't happen but I'm now the contact for complaints, which should remedy that situation moving ahead.-Grant S[redacted]XMission COO