SBC ripoff world-class worst lousy service Sunnyvale California
Complain about SBC world-class worst lousy service
On August 1, 2004, I found that my SBC DSL service was down at home. I couldn't connect to Internet. I carefully checked my equipments first and believed the failure was due to SBC side, so that I called SBC DSL Customer Support to solve this issue. But I had a very horrible experience with SBC.
During the four days (Aug1 ~ Aug4), my wife and I made 10 phone calls to ask SBC to fix this DSL connection issue, but no quick action/solution from them. On Aug 2, a SBC tech-support people, after running some testing software, remotely found the possible problem and he said he opened a ticket to let somebody fix it. However we hadn't heard any feedback from SBC afterwards. My wife called again to follow up with SBC. This time a lady said that SBC would send a technician on site to fix this problem in next 4 hours.
We waited and waited, nobody came, no any phone call! Next day I had to call them again, and finally SBC send a technician to take a look at the problem, fixed some SBC-belonged phone boxes outside and DSL came back to work on August 4. During the 10 calls within four days, every time SBC tech rep. asked me to repeat a exact same lousy testing procedure, which wasted me tons of hours but no any use!
When I was happy to have my DSL back, I found that our original DSL configuration was changed by someone, who, I believe, must be SBC people doing it remotely. I had to call SBC DSL tech support again, because the configuration set up is pretty complicated.
I can't imagine there is soooo BAD Company in the world. SBC DSL tier-two supervise of customer support promised me that he would give me the solution in one hour because he had no knowledge about this gateway configuration the product was originally sold by SBC. Nobody called us back. This is SBC, who advetise themselves as beyond your expectation on TV and everywhere!
Our DSL nightmare hasn't finished yet. Yesterday (8/19) I received SBC eBill monthly Statement (Jul 11 Aug 10 2004), it charged me $55 for Service added on Aug 3, 2004 1-07 service connection First 15 min of wire, Jack or trouble isolation. While SBC technician visited, he clearly told me that SBC would NOT charge me any money because this failure was not related to me.
I can't imagine SBC has so worst customer service! I had to call them again for this clear billing mistake, and they could NOT solve it in the right way! Unfortunately the charge dispute with SBC is still pending within their not efficient and lousy system, and I really don't know when they will feedback me.
Jun
Mountain View, California
U.S.A.
1 Updates & Rebuttals
Clifford
San Francisco,California,
U.S.A.
you can't beat my story... 15 calls within 3 days and still can't use the service
#2Consumer Suggestion
Sat, August 28, 2004
I can beat your story on SBC DSL service, Try 15 calls within 3 days and still can't use the service.
I recieved a letter from SBC that my service would be on on the 24th of Aug-04 on the 24th, nothing, still dead Call their CS, still not working, told me to call in a couple of hours, each call 30-40 minutes.
Finally after 5 calls that day, was told they have until midnight of the 24th to be up and running. Came home from work at 5am on 8-25-04 still dead, call then, another 30-40 minute phone call. Try again when office opens at 8am, they say, wake up at 10am, dead, call again, this time told again to try in a couple of hours. Couple hours later, dead, call again... after around 2pm, lights start flickering on the modem, oh boy finally working, try to install software, get to membership agreement frozen, call again (30-40 mins) try this try that, nothing
They say let me help you register by phone then just go to icon, click and sign on, OK cool....
sign on like they say, ID does not exist.....
call again, another 30-40 mins, try this try that
nothing, try back agin in an hour or two, ok....
try again software goes one step further, can fill out the membership agreement, go to fill out the section with the info I got signup with by their CS Agent, member id not activated yet
Call again, 30-40 mins, try this try that, nothing
Was told by someone the registration server down, be up by morning, ok, things happen, ok.........
come home agian at 5am Thursday, try to sign up again, still down, wake up at 10am, try again, nope
Call again (30-40 mins) try this, try that nothing. Finally get to talk to some manager, can't do anything, fill out another service tkt, 10th or 11th so far (I lost count)-I even stopped writing down the numbers they gave me. Gave me a temporary password and sign on name to use. Told me someone would get back to me in 24hrs, Friday get home from work, 5am, nope call again (30-40 mins) nothing, try again after 8 try at 11:30, nope
Call again, tell them to discontinue service, I'll go to Comcast or Covad or anybody but SBC
they say this time they'll fix it for sure. I told them to cancel my name user id and start as a new customer, anyways after 30-40 mins, nothing
they say could be up and running anywhere between 24-72 hours. Instead in the meantiome, I reopen my AOL account or else I have no email. So their great $26 deal costing me now that plus $24.95 for AOL, and I'm still using SBC temp password.
What a deal...
I hope when SBC is done and over with it, if I live that long, they send me one of those customer surveys to fill out, and if I see one of those kiosks for SBC Yahoo Service, they will be very happy to find me standing there directing people away. They can't get me for slander, I have documented proof... Thank You I may have to go to Michael Finney on 7 on your side to finalize this deal...