Service – User Submission by Frank C.
July 3rd, 2012 | by Admin |sent to clear no response…
I do not have a problem with their product when it works but overall the CS is SHIT!
Good afternoon,
I want to take this time to tell you what really goes on with your customers. So Lets set the stage, my wife is a consultant and is Pregnant. Our Home phnoe is our only phone system with unlimited access calling out and as of 5:00 5-30 ceased to function. So I placed contacted tech support…
Day 1: we discussed the issue, attempted to fix it and could not, asked to call. which I did. got a representative who clearly was an at home representative was slow to respond and when done recommended useless things and asked the same questions repeatedly. A few times during this call i could hear her repremanding her kids in the background and got the feeling she was completely ignoring my needs. I elected to hang up and contact another representative. who had me unplugging and pluggin the modem and VOIP system 15 or more times. when asked if there were any changes made on their end to justify this I was informed no, we are trying to get it to re-connect. after over an hour of this I decided I would not longer play the game and hung up. Call three I finally got someone who was intent on correcting the problem. It was deemed the voip box had failed… one was shipped out and recieved in an expedient manner.
Day 3: Modem recieved and installed at 5:30 pm. The system was installed and left for 30+ minutes as recommended. No service, i called clear and recieved the same treatment as the first day with another person more interested in what ever they had going on behind them than in what my concerns were, I hung up and tried online support, who told me there was nthign they could do. So my wife and i tried again to call. This time we got a young gentleman who didn’t know a thing about the system (probably new and understandable) They had me unplugging and pluggin things in for over an hour. at which point we asked what was being changed int eh system to warrant the constant connection and disconnection of the system? We were informed literally nothing, then accused that the problem lay on our end, to which we replied not possible. we are only dealign with 2 pieces of equipment, piece one your modem, piece 2 your voip box… not laptops were plugged in, no computers not nothing… 2 items thats all. We then requested a managers number which we were told they don’t ahve any (completely obsurd that a nationally recognized buisness would not have direct lines thus CLEARly a LIE, but fine we said please call us back on our cell phone (which now has used over 3 hours of minutes that we pay for out of pocket calling you company with nothign to show. We were told we would recieve a call…
Day 4: We called back after not recieving a call from any manager and verified that they were goign to call as well as asked for this issue to be resolved expidiently, a term CLEAR is not familiar with apparently. We also asked for an escallated service ticket be placed. we were told it would be, again we asled for a manager to call back on a cell phone since if they could call the house we would not have a need for this conversation.
Day 5: I contact through online chat and ask why i haven’t recieved a call and what the status of my ticket was, I recieved the answer ” you need to wait 2-5 days for the ticket to be completed”. I said exscuse me? I was told 24-48 hours this is 24 later why has this not been looked at. I recieved no answer I asked wy I have not recieved a call back from either of the 2 managers i recieved silence again. so I asked for a direct line to a manager and was told CLEAR does not ahve such a thing. COMPLETELY UNPROFESSIONAL BOYS AND GIRLS!!!!
Day 6 Monday6-4: I called placed a help request again to correct the problem. thi time I ask what the deal is about getting return calls from maangers with CLEAR? help ticket has actually now been placed ticket number 368431.
Day 7: I contact clear online and I ask the status and I am told inactive… which I later find out means that no one has approached the problem yet… so i call and discuss this with persons at clear and I fidn out that I have to wait 24-48 hours before they will even begin looking at it and then no time line is set for correcting it.
Really guys and gals? Really this is what you consider appropiate? Unacceptable in every manner, clear has treated this entire situation with no respect or consideration towards timeliness. I pay 75$ a month for your service, that Comcast moeny and if I call them (mind you their service sucks too) they will show up and fix what ever is wrong quickly and accurrately. Your company has not done any of this. I have been with you for over a year now on internet, and about a year with telephone service. I can tell you this service is good but your CS is horrendous. I now have 4 hours of cell phone charges on top of my monthly access fee for your stuff and still to this moment have NO home phone service. If there was an emergency at home I would have no way of contacting the fire, police of parametics… do you know how critical that is?
I want to make it CELAR! to you that the next 12-24 hours of this situation are critical if your company can not deliver phone service I will cancel the service and I will not be paying ANY fees, it states in you r contract that I signed the original one not the one you illegally changes afterwards that if service couldnot be provided that it coul be cancelled no fees. SO it CLEARLY has not been provided so it will be cancelled at 5:00 pm sharp tomorrow 6-6-2012, the credit card will have a stop placement placed on it, the better buisness Buerue will be contacted, along with fox 5 news and any other medium that will listen. The fact that your comapny has allowwed this to get to this point shoudl be a complete and total embarrasssment to you all.
SIgned a very aggrevated customer!!!