Zito Media

Review: We have been without internet and phone since June 3rdDesired Settlement: We want the internet and phone repaired ASAP and future needed repairs to have an ETA. Leaving someone without internet and phone for 2 weeks with no scheduled repair date is ridiculous. And to top it off calling customer service and listening to them say that we are on a maintenance ticket that has no estimated completion date is hilarious.

[redacted]...escalate it, give it an ETA, and get someone out here to fix it...

Business

Response:

Service is restored. Applied an additional credit of $35 to the previous $25 for this month for a total credit for $60 to account for downtime.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Total service outage (TV, phone, internet) started on 6/29 the day after it came back on and is still out

Regards,

Business

Response:

This has been resolved and been on for the last 40 hrs.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On July 4th the cable that I have at [redacted] went out. My mother called on July 6th to put in a work order to have this fixed and was hung up on by the woman who helped her. She then called back to be hung up on again and to get no where with a work order. When she called back on July 8th she was told that it was just her tv that needed to be replaced despite telling the rep that the error message of "no signal" was on all 4 of the tvs in the house. She was then told that a tech would be out on the 10th to fix the issue. In which they never showed. She then called them the evening of the 10th to find out why a tech did not show and was informed that a tech would then be coming out on the 24th due to being understaffed and that was the next only available time. She was also informed that she would only be receiving an $8 and some change credit towards her bill. On 7/17 at 7:42PM I called and spoke to a rep by the name of ** to find out why the lack of service for my mother and the rudeness that she received. He informed me that they would up her credit to $38.24 and that it showed in the system the dates, times, and the rep she spoke to. I asked for the address to mail a formal complaint and was told to mail to the billing address. I was also told that I could not speak to a supervisor and that a request would be put in for them to call me in which I was then hung up on.Desired Settlement: I would like a formal written apology for the horrible customer service that both my mother and I received. I would like to see that the company implement a better customer service policy including the ability to discuss issues with supervisors when requested in a timely manner. The company to increase man power if they are as understaffed as they claim to keep current techs from being overworked and for work orders to be addressed in a more timely manner.

Business

Response:

We at Zito Media are sorry for yours and your mother's experiences. That is not what we strive for and it is not acceptable. We are currently in the process of hiring more technicians in Alabama to cover the demand and again apologize for the delays in providing you a satisfactory resolution.