Tuesday, May 10, 2011

Consistently Full of Crap, More Like It


I don't know why, but I felt the need to post this as a sort of open letter on here. I've had problems with my internet for a while, and I pretty much am frustrated to the point where I can't bring myself to call customer service or tech support goons any more. So I sent CenturyLink/Embarq, my ISP, this email. Before anyone says it, no, I don't have the option of getting any other ISP. So don't say it. Not even $attelite internet. Also, it is late, I am tired, and as I mentioned, frustrated. So this letter is not just disjointed, it's a mess. But dammit, it's my mess.

Dear Sir/Madam,

I have a problem. Over the last several months, I have dealt with the same problem continuously. I've spent countless hours on the phone with technical support, only to find out that no one in your technical support knows anything.

I pay for 10MB internet. However, my down speed is 0.28 mbps. 0.28. Once more to let it really soak in - 0.28.

No one at CenturyLink/Embarq can understand why. I have one person tell me that there's something wrong on your end, and that they'll check it. Then nobody does. Then I have a guy come out, tell me he doesn't know what he's doing, doesn't know what's wrong, and suggests I downgrade to a lower speed. Which I did (3 mb) and it did nothing to alleviate the problem. I put it back to 10.

Now, I do not mean to be a bother to you. However, please understand that I am disabled and suffer from an anxiety disorder. I pay for a service that I do not receive. 0.28 MB is ridiculous. However, the only consistent thing I've been told recently is that someone could come out and check the speed from the house, but if it doesn't show at that precise moment, oh well, see ya, don't forget to pay your bill, BRING MONEY.

Due to the nature of my anxiety and my disability, I can no longer endure the stress of debating with disingenuous customer service and tech support personnel as to whether my problem is moderately important, only for them to give up. No. That's your job. You fix it. You figure out what is wrong and fix it. I don't care if you need to check from inside with a cute little laptop - which no one has even bothered to do yet. I've tried 2 different modems. The modems are not the problem. I've run your tests through CMD. It's been verified. Please rectify this so I can tell people what a great company CenturyLink is, instead of making complaints. I don't want to be that guy. You don't want me to be that guy.

So let me outline what I need, if you please. I pay for 10MB internet service. According to your company anything above 8 or so is acceptable. 0.28 is NOT acceptable. After many months, I cannot get help. I cannot even get a straight answer. Everyone is lackadaisical in their efforts to help me. I would like you to help me. I would like to have the service I am paying for. Soon, if it is not fixed, I will not discontinue my service, because I need the internet. But I will begin communicating with the media about the problem. I will begin with local news; they seem to enjoy reporting on companies who do that sort of thing. Not that I am saying you're like that, of course.

Please do not think that I am some jerk venting at you, the poor worker who is reading this. I am simply frustrated beyond the ability to communicate coherently at this point.

Thanks,

[info redacted for nosy blog readers, ID thieves, etc.]

Addendum: Ironically, my internet is currently so slow that the site has rejected me sending this form in several times now. I am endeavoring to get it through.

I'll update this when I find out more. And for Facebook readers, be sure to check out the original post and the blog at http://bigchiefknockemboots.blogspot.com

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