Does anyone know where I can find any good templates for writing letters for bad customer service. I'm so over dealing with this verizon bullsh!t. Not that a letter will help any. But I'll never know until I try.
Thanks.
Thanks.
Bad customer service letters.
- Thread starter Hecubus2000
- Start date
This is not a complaint letter but something I wrote to DSL reports last year bitching about Hell Atlantic. After digging it up, I thought it was pretty amusing, especially the stuff I had to go through to get my DSL line back up.
I feel your pain Hecubus.
I have had nothing but frustration and anger with BA.
I have had Infospeed DSL service since December '99 and have probably been down at least a month during that time.
My first problem started after a particularly bad snowstorm in January. After the snowstorm, my line went down. I tried for a solid week to get through to a level one technician. I must have been put on hold for at least ten hours total waiting just to get through. After about 5 days of leaving messages and hoping to get through, I was able to reach a tech who suggested I check my cables, setting, etc. A very insightful and helpful suggestion which I never, ever, ever thought of doing in my five days of inactivity. I tell the individual that I am not unfamiliar with networking and telecommunications and that the problem most likely was due to some weather effect causing a connection to go down somewhere. The support personnel was not willing to listen. He takes down my complaint and said he would get someone to look at it. 48 hours later nothing. I call again and after hours of waiting, I get through and again have to go through the non-sense of going through my connections and settings. After complaining about the lack of responsiveness, the tech personnel rudely hangs up on me. I wait for a few more hours again and finally get someone who tells me it does sound like a network issue. 48 hours later I finally get a call back telling me it was a loose connection. Downtime 9 days.
My recent problems with my service started 3 weeks ago when I would intermittently get unsynced from the central office and my computer would crash.
Initially, the problem was so random that I thought it may just have been BA working on the lines. Then I started getting slow throughput. I call up tech support, this time getting through much faster, and describe the situation. I tell the technician that my line randomly goes down. It could be up for hours or it could be up for seconds but it randomly disconnects and when it is up my throughput was very slow but serviceable. Once again the same routine, "did you check your connections", etc. I was told it would be looked at. I call practically everyday asking about the status of my line and they tell me it is being worked on. I run throughput tests and traceroutes with tech personnel and get 2k-4k of throughput and ridiculously high ping times. The tech person tells me that it seems there is a problem with the line and he would look into it.
Finally, the next day, my line goes completely dead. The external Westell modem would have a slow ready light, then a fast ready light and would just cycle through the same pattern without synchronizing. I call up tech support again irate. I speak to a technician who asks me to check the modem for its version number. After telling him, he tells that the version of modem I have is defective and that the RJ-11 connector is too big and that it gets loose sometimes and that he will send me a special adapter for it. I tell him that my hardware is not the issue since it is a synchronization problem. Regardless, he couldn't help me until I try out the new adapter. 2 days later I get the jack. Same thing no synchronization and again 2 wasted days. I call up again, have to explain the whole situation, go through the same routine and a promise they are working hard on the problem. The next day, I call up was told my synchronization problem was due to a Northern New Jersey wide router outage and that it should be repaired the next day. Next day, no sync, I call again, get through to a level 2 tech and am told they know the situation and am promised it will be resolved shortly.
Later that evening, I receive a call from BA customer satisfaction asking me if I could answer a few questions regarding the handling of my problem. During the conversation, I found out that some idiot over there did a spot check of my line a few days before it went down for good, saw that it was working and closed my case saying there is no problem with it, when I distinctly told all the level one tech people that my problem was an intermittent one that had to be observed for several hours. Unfortunately for the survey, the lowest answer I could give was POOR not UNSATISFACTORY.
I called again last night and became irate when the tech person tried to have me go over my connections and settings again when I clearly explained how long this situation was going on for. I hung up on him. I call again get a sympathetic technician who said he would transfer me to someone who could help with. I describe the situation to the person only to find out I was transferred back to the same level tech support. Then I received a shock when the technician, who was very sympathetic, tells me there isn't much written down under my record and that a ticket was never opened. The last entry being, angry customer hangs up. My complaining for 2 weeks never opened a ticket there. He inputs a detailed description of my problem but the ticket will have to be opened now resulting in another 48 hour delay. After telling him it was unacceptable, he transfers me to a level 2 tech to see if they could rush the ticket. After being put on hold 30 minutes someone picks up only to disconnect with me. I call back and explain to the next tech that I was hung up on while being transferred but this Rocket Scientist insists that he won't do anything until I check my cables and my network settings. I refuse and demand to speak to a supervisor. After putting me through to a supervisor, he tells me that my ticket was opened up today and that I need to wait 48 hours because there were other people whose problems were reported ahead of mine.
I ripped up my Bell Atlantic Mastercard, will never use their long distance service, will eagerly drop
their local service when a reliable provider enters my market and either switch to another DSL or a cable modem company. Needless to say, I am going to smash this Westell modem with a sledgehammer when I do switch.
These guys are the same old NYNEX/Bell Atlantic. My dream would be for some foreign company to come in and buy these guys and send them all out onto the street. For all you guys out there posting positive reviews of your Bell Atlantic service after just a couple of weeks, I suggest you wait because I was just like you the first 1 ½ months, very happy with the service, then this nightmare.
If it ever works nowie@bellatlantic.net
I feel your pain Hecubus.
I have had nothing but frustration and anger with BA.
I have had Infospeed DSL service since December '99 and have probably been down at least a month during that time.
My first problem started after a particularly bad snowstorm in January. After the snowstorm, my line went down. I tried for a solid week to get through to a level one technician. I must have been put on hold for at least ten hours total waiting just to get through. After about 5 days of leaving messages and hoping to get through, I was able to reach a tech who suggested I check my cables, setting, etc. A very insightful and helpful suggestion which I never, ever, ever thought of doing in my five days of inactivity. I tell the individual that I am not unfamiliar with networking and telecommunications and that the problem most likely was due to some weather effect causing a connection to go down somewhere. The support personnel was not willing to listen. He takes down my complaint and said he would get someone to look at it. 48 hours later nothing. I call again and after hours of waiting, I get through and again have to go through the non-sense of going through my connections and settings. After complaining about the lack of responsiveness, the tech personnel rudely hangs up on me. I wait for a few more hours again and finally get someone who tells me it does sound like a network issue. 48 hours later I finally get a call back telling me it was a loose connection. Downtime 9 days.
My recent problems with my service started 3 weeks ago when I would intermittently get unsynced from the central office and my computer would crash.
Initially, the problem was so random that I thought it may just have been BA working on the lines. Then I started getting slow throughput. I call up tech support, this time getting through much faster, and describe the situation. I tell the technician that my line randomly goes down. It could be up for hours or it could be up for seconds but it randomly disconnects and when it is up my throughput was very slow but serviceable. Once again the same routine, "did you check your connections", etc. I was told it would be looked at. I call practically everyday asking about the status of my line and they tell me it is being worked on. I run throughput tests and traceroutes with tech personnel and get 2k-4k of throughput and ridiculously high ping times. The tech person tells me that it seems there is a problem with the line and he would look into it.
Finally, the next day, my line goes completely dead. The external Westell modem would have a slow ready light, then a fast ready light and would just cycle through the same pattern without synchronizing. I call up tech support again irate. I speak to a technician who asks me to check the modem for its version number. After telling him, he tells that the version of modem I have is defective and that the RJ-11 connector is too big and that it gets loose sometimes and that he will send me a special adapter for it. I tell him that my hardware is not the issue since it is a synchronization problem. Regardless, he couldn't help me until I try out the new adapter. 2 days later I get the jack. Same thing no synchronization and again 2 wasted days. I call up again, have to explain the whole situation, go through the same routine and a promise they are working hard on the problem. The next day, I call up was told my synchronization problem was due to a Northern New Jersey wide router outage and that it should be repaired the next day. Next day, no sync, I call again, get through to a level 2 tech and am told they know the situation and am promised it will be resolved shortly.
Later that evening, I receive a call from BA customer satisfaction asking me if I could answer a few questions regarding the handling of my problem. During the conversation, I found out that some idiot over there did a spot check of my line a few days before it went down for good, saw that it was working and closed my case saying there is no problem with it, when I distinctly told all the level one tech people that my problem was an intermittent one that had to be observed for several hours. Unfortunately for the survey, the lowest answer I could give was POOR not UNSATISFACTORY.
I called again last night and became irate when the tech person tried to have me go over my connections and settings again when I clearly explained how long this situation was going on for. I hung up on him. I call again get a sympathetic technician who said he would transfer me to someone who could help with. I describe the situation to the person only to find out I was transferred back to the same level tech support. Then I received a shock when the technician, who was very sympathetic, tells me there isn't much written down under my record and that a ticket was never opened. The last entry being, angry customer hangs up. My complaining for 2 weeks never opened a ticket there. He inputs a detailed description of my problem but the ticket will have to be opened now resulting in another 48 hour delay. After telling him it was unacceptable, he transfers me to a level 2 tech to see if they could rush the ticket. After being put on hold 30 minutes someone picks up only to disconnect with me. I call back and explain to the next tech that I was hung up on while being transferred but this Rocket Scientist insists that he won't do anything until I check my cables and my network settings. I refuse and demand to speak to a supervisor. After putting me through to a supervisor, he tells me that my ticket was opened up today and that I need to wait 48 hours because there were other people whose problems were reported ahead of mine.
I ripped up my Bell Atlantic Mastercard, will never use their long distance service, will eagerly drop
their local service when a reliable provider enters my market and either switch to another DSL or a cable modem company. Needless to say, I am going to smash this Westell modem with a sledgehammer when I do switch.
These guys are the same old NYNEX/Bell Atlantic. My dream would be for some foreign company to come in and buy these guys and send them all out onto the street. For all you guys out there posting positive reviews of your Bell Atlantic service after just a couple of weeks, I suggest you wait because I was just like you the first 1 ½ months, very happy with the service, then this nightmare.
If it ever works nowie@bellatlantic.net
Hehe. I still have Verizon DSL. BUT, I'm getting Road Runner installed tomorrow. I haven't gotten the sledgehammer ready yet because I don't know how good RR will be. Plus, my DSL line has been great the past 9 months.
I still have a bad taste in my mouth so I'm likely to switch just out of principle.
I still have a bad taste in my mouth so I'm likely to switch just out of principle.
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