I don't know if I can convey how poorly this particular company operates. Their service is sporatic, they appear to have purposely built their customer service system to avoid interaction with their customers and based on the speed in which they rectify outages, it is likely they have one technician working in any given area. The general model for managing customer service issues is to be routed to the app, which has an extremely limited response matrix but will eventually connect you with someone at a chat center. This persons job is to intermittently ignore the details of your issue and offer scripted questions or fixes for problems you aren't having. All the while, they are blanketing you with dispassionate apologies and generic (condescending) acknowledgements about "understanding your frustrations." The frustration comes from a lack of transparency. after jumping through a considerable number of hoops to speak to a real person, I am connected to someone halfway around the world who will read from the same troubleshooting script offered by the app chat bot or, when eventually sensing they are satisfying your request...state that they it in a ticket and that their team is working "really hard" to fix the issue. I don't actually care how hard they are working as long as what they are doing is effective. and simply being giving a good time frame for completion of repairs would alleviate 75% of my frustration. maybe spending some money to maintain infrastructure would cover the other 25%. Unfortunately, given the nature
of my apartment complex, I haven't any other options for internet at this time. Which has motivated my leaving this complex, based solely on the lack of adequate internet. if you have any other option for internet...please explore those options. Any extra money will more than compensate for the frustration. If not, enjoy being jealous of people that have 1990's dial up... read more
