Complaint Review: ISP Channel Inc

Had a cable modem installed in my computer July29, 1999 by ISP Channel Inc. This was a one way operating unit, that is download direction only. This was an internal modem mfg by 3Com. Trouble began JUly 30 & has continued since, almost every day, & many times several hours lapsed before I could get tech help. They furnished an 888 number to call for help, but most often that line was busy or no tech available, then leaving my name & no to call me back --but they never do call back,with 3 exceptions.

I would also send them e-mail outlining problems, as well as complaints about the terrible service, & no service but; they never ----ever---- returned calls nor answered my e-mail.

Five and one half months, Aug, Sept, Oct, Nov, Dec, half of Jan. I did not have operating service to the internet form a large portion of many days per week.

The problems consisted of busy signals, plain failure or connect, ISP system losing my user name & password, and endless & frequent disconnects from the internet.

Sept 15 I placed a call to Jonathon Marx Sr VP Cust Relations but only got answering machine.I left a msg re unending trouble & to take out their cable modem or make it work correctly. Instead a call came from Larry MacDonald Tech Servic Mgr who sent a tech from Computer Doc shop here in Kingman to my home. this tech blamed all problems on my equipment & l that I needed new processor, mother board, and additional RAM. they took my computer to their shop, stripped the c drive ( lost all my bookmarks, e-mail ,software, for which they din't even say " sorry") and charged additional for the strip job. After above new parts were put in, Igot my unit home, connecteed but failed to even run., Took it back, after they " installed Printer drivers from discs, & charged again for their own mistake.
Total charges by Computer Doc:
Strip "c" drive ---------------------------------------------------------------------------------------$50.00
Add new processor, mother bd, 32 meg RAM-----------Labor---------------------$374.58
Next day --return to shop --" install Printer drivers"-----------------------------------$15.00

The above expense & changes didnot improve the function of their cable modem!!!!!!!!!

Sept 16--I reached Larry McDonald via phone, filed a verbal complaint re above repairs & no improvement in operation. He offered to under write some of the expense I had incurred by their direction to Computer Doc. He promised me faithfully he would consult w/ ISP Inc people & get back to me BY NOON FRI SEPT 17.

I finally reached him via phone Dec 14 & told me he had forgotten about the credits promised on 9-17---even tho I had left countlesss msgs with other people in ISP to call me re the promises,and promised faithfully again to fulfill his promises of issuing me credit & fixing --yes fixing their system to stop the horrendous service I was putting up with.

Never heard from that man again!!!!!!!!!!!!!!!!!!

Jan 11,2000--------ISP changed out the 3Com internal modem for an external Gen Instrument modem. Improvement --but still great problems.
Jan 25,2000--------ISP changed out the first modem --defective--& function improved. There still remains unacceptable disconnects & they pay no attention to my calls to tech dept--saing they have no known problems.

Feb 3,2000---I responded via "feedback" to an e-mail ad from Mark Heyer @ ISP relating only a page fullof my grief w/ his company. I received an e-mail response from him Feb 4,acknowledging my problems & promised credits, & agreeing that I had been treated grossly.
His last paragraph states"Obviously you deserve a credit, along my apology on behalf of our entire organization. I will push this through on your behalf.

No response from Heyer nor any one since.

I paid $99.00 for the original installation.
I have paid $10.00 per month rental for the modem.
I have paid every monthly bill sent me $40.65 each ,which includes rental & monthly fee.

I feel entitled to credits ---or -----refunds in amounts made up of:
$10.00 per month for 5.5 months rental for 3Com modem which they admit was no good.
One half of the monthly fee which is $29.95
One half of the not needed repairs to my computer they said $50.00
$374.58
$15.00
I have kept an ongoing log of daily problems, calls, and results which is much too extensive to include here but provide a documentary of sorts of dates, people I talked with etc.
Please help me get my money back:1/2 modem rental fee for 5.5 months-----------------$25.00
1/2 of monthly fee for 5.5 months------------------------82.00
1/2 of not needed repairs------------------------------ ---187.00

Total-----------------------------------------------$294.00
the company is : ISP Channel Inc
510 Logue Ave
Mountain View, CA 94043
888 843 1700 FAX 650 237 1480
www.ispchannel.com