When All Your Choices Are Bad

You know, I am getting sick of modern companies that have no clue about customer service, this is a constant problem and I just got smacked in the face with it once again.  This is getting absurd.

So I’ve had Frontier as my ISP ever since they took over the California FiOS market from Verizon.  And before that, I had Verizon for at least a decade.  Now Frontier sucks, everyone hates them, but I never had a problem with them because I was working with old Verizon tech and didn’t have to deal with them.

All that changed when I moved.  Now I purposely made sure I bought a new house in a FiOS area and as soon as I got here, I had Frontier come out and install all new equipment.  It was all well and good until I found that I wasn’t getting the kinds of speeds I was paying for.  I was supposed to be getting 100/100 and my speeds varied between 50-65 most of the time.  I called them a lot, they gave me the standard “reset your modem, reboot your computer” nonsense and told me that I was getting the best speed I could get.  So this went on for 13 months, at which time we started to realize that we couldn’t stream anything from Netflix or Amazon Prime because it would tell us, more often than not, that we just didn’t have the bandwidth to do it.  I ended up calling Frontier and they sent out a tech, who told me that back when they put in all of the new equipment, they installed the wrong things and of course I couldn’t get the 100/100, the equipment simply wasn’t capable of it.  He told me to call Frontier and get compensated because it was all their fault.

So that’s exactly what I did.  I called, I talked to a rep and said I wanted them to credit me for all of the months that I paid for 100/100 and didn’t get it.  I wasn’t unreasonable.  I said they could either give me the difference between what I was paying and what I got, or they could just charge me the next 13 months at a reduced rate, whatever made their job easier.  And they told me no.  They would give me a $36 credit, which was the difference between the lower speed I got and the higher speed I paid for for 3 months and no more.  I started going up the chain of command and got the same story all the way along. They will do no more than give me a $36 credit, period.  I wasn’t going to go for it, I demanded to talk to someone higher up the food chain and was told that they’d have them call me within 24 hours.  Of course, they never did.

So I said screw them, I was going to change providers.  Every single person I knew who had ever had Frontier had switched because they have the worst customer service on the planet, or so I thought.  So I called Charter, who is the only other local provider that does FiOS and scheduled to have them come out and install their equipment.  They were supposed to be here on Friday between 10 and 11.

And I say supposed to, because Friday… nobody showed up.  No tech, no calls, no nothing.  So I called them and asked what the heck was going on.  They said they had no idea, but they’d get someone out here and they’d have someone from their “escalation team” call me back within 15 minutes.  They never called.  Are we at all surprised?

So now I’m pissed, I call back and tell them to cancel the whole order, I don’t want to do business with anyone with terrible customer service.  Now the guy I talked to was very nice and apologetic and said he’d make sure someone came out by the end of the day to install and, to his credit, they did.  Early even.  But once they got here, I ran a speed test on the line and I was getting 100/10.  That’s not what I signed up for.  But according to the tech, that’s all that Charter offers.  Well fuck them.  I told him to disconnect everything, I was going back to Frontier because at least there, I got the speed I wanted.  I cancelled the whole damn thing, I wasted an entire day fighting with these morons and now I’m just mad.

I mean, it isn’t like I’m saving any money with Charter at all.  I’m being charged exactly the same monthly fee as I was paying with Frontier, I just got less.  And they want to charge you more to provide wireless, which is asinine in the modern world.  They can take their inferior service and their inferior tech and shove it straight up their inferior asses.

But I really have no other options.  I know that Charter sucks.  I know that Frontier sucks.  There’s nobody else to go with and both companies know that people have no choice so they just don’t care.  What happened to us as a society where we just started accepting terrible customer service?  Because it’s all bad!  Every bit of it!  It’s all horrible and I’m sick and tired of it.

Western culture is going straight to hell.  I have no idea what happened but I want it to stop.  Companies just don’t care about their customers because they know that their customers are trapped.  We have no choice anymore.  We have to bend over and take it straight up the backside.  And nobody wants to complain about it.  I don’t get it.  I really don’t.

2 thoughts on “When All Your Choices Are Bad”

  1. I think you nailed it when you said that companies treat us like this because they know we have no choice. I have one cable provider to choose from and one ISP to choose from. When I became frustrated with the cable company's appalling customer service and high prices, I tried satellite but quickly discovered that I could not count on maintaining a signal because I couldn't maintain a clear line-of-sight from the dish. This is the price we pay for permitting monopolies.

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