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Online order and installation

Posted by
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Message 1 of 2
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Ordered wifi on the website (Wednesday) and selected a time for installation for Friday. Moved my work schedule around so I could be there for the installation. Got a call and voicemail, on Thursday morning, telling me to call a number. Went through everything that I went through online with a customer service representative. At the end of the conversation she told me that my order had been placed and that the soonest installation time would be Sunday.
I said that's not ok and asked for a manager. I was redirected to another person named Stacy who I had to explain the situation to. After being put on hold for a bit. She told me I would receive a call in about an hour from a guy name joe.
After around 3 hours of waiting for a call, I called back. I was directed to another supervisor/manager who told me that the problems were noted on my account and that I should wait and that they should call me at some point that day.
At around 9:15pm, after not receiving a call, I again called customer service and was directed to a supervisor, and then again to his manager. I was then told there is no way for them to schedule an installation for Friday. And the soonest time available would be the following Tuesday. (Not sure how it went from Sunday to Tuesday?)
I asked why I never received a call back like I was told. I was given no explanation. I was told during this conversation that there was nothing I had done wrong, on the online ordering, and that it was their fault. So why did I go from a Friday install to a Tuesday install after their mess ups? And how can one of the biggest companies in the world not have the ability to communicate internally and fix the problem.
Spent a total of 2 hours and 8 minutes on the phone and got no answers.
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1 REPLY
Posted by
Admin1

Message 2 of 2
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Hi mattcarroll2442 -- Apologies for the issues with getting service installed. I reviewed your account and looks like we were able to get service installed yesterday. I do not show where this was ever rescheduled for a different day other than the one you selected. I did want to follow up on this install to make sure everything was installed properly and that service is working as intended.




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