- Report: #213642
Complaint Review: Bellsouth - Alpharetta Georgia
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Bellsouth
bellsouth.com Alpharetta, 30023-1857 Georgia, U.S.A.
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Bellsouth robbed me $85 charged for checking out a problem OUTSIDE my house Alpharetta Georgia
On the last week of August 2006 we noticed that there was a problem with our phone line. Our phone didn't ring. Although we could make calls without any problem, people couldn't call us.
On Friday September 1st we called Bellsouth and they told us that they would check out the problem. Notice that at this point they never mentioned any kind of charge for that service.
On Sunday September 3rd we made a trip to Charleston. When we got home at night, we found a message from Bellsouth hanging to our door. This message stated that 1) they didn't find us at home; 2) they checked out the problem and their diagnosis was that the problem was inside our home and 3) they would charge us $85 for such a diagnosis and they would apply additional charges if they come into our home in the future to actually solve the problem.
On September 4th we realized that the problem was solved: the phone was ringing again. It is very important to notice that we did not make any change whatsoever. So, we figured that whatever the people from Bellsouth did the previous day (oustide our home), it worked.
On September 5th (September 04 was labor day) I called Bellsouth asking for their message and charge. I received good news. I was told that if the people from Bellsouth did not come into my house, I would not be charged. I was explained that everything outside my home was Bellsouth's responsibility.
A few days ago I received my phone bill which includes the $85 charge in concept of maintenance labor. I checked out Bellsouth's website and I found in the service agreement section, the following passage:
BellSouth maintains all of the equipment and all of the lines up to where the telephone line connects to your home at the Network Interface Device (NID). There is no charge for repairs to this portion of your telephone service.
Why were we charged $85? Was it just for checking out the problem outside my apartment? Is it for getting an incorrect diagnosis? I did not get any coherent explanation.
Rodrigo
Columbia, South Carolina
U.S.A.
On Friday September 1st we called Bellsouth and they told us that they would check out the problem. Notice that at this point they never mentioned any kind of charge for that service.
On Sunday September 3rd we made a trip to Charleston. When we got home at night, we found a message from Bellsouth hanging to our door. This message stated that 1) they didn't find us at home; 2) they checked out the problem and their diagnosis was that the problem was inside our home and 3) they would charge us $85 for such a diagnosis and they would apply additional charges if they come into our home in the future to actually solve the problem.
On September 4th we realized that the problem was solved: the phone was ringing again. It is very important to notice that we did not make any change whatsoever. So, we figured that whatever the people from Bellsouth did the previous day (oustide our home), it worked.
On September 5th (September 04 was labor day) I called Bellsouth asking for their message and charge. I received good news. I was told that if the people from Bellsouth did not come into my house, I would not be charged. I was explained that everything outside my home was Bellsouth's responsibility.
A few days ago I received my phone bill which includes the $85 charge in concept of maintenance labor. I checked out Bellsouth's website and I found in the service agreement section, the following passage:
BellSouth maintains all of the equipment and all of the lines up to where the telephone line connects to your home at the Network Interface Device (NID). There is no charge for repairs to this portion of your telephone service.
Why were we charged $85? Was it just for checking out the problem outside my apartment? Is it for getting an incorrect diagnosis? I did not get any coherent explanation.
Rodrigo
Columbia, South Carolina
U.S.A.
2 Updates & Rebuttals
Jennifer
Levittown,New York,
U.S.A.
You're Lucky
#2Consumer Comment
Mon, October 09, 2006
Congratulations on getting back your $85, your luckier than most. It is very simple to determine if the problem is with your inside wiring or the Telco wiring. Locate your Network Interface Device. It's usually located somewhere outside your house. There is a side for customer access where you can plug a phone in. If the phone does not work, it's the phone company's problem, if it does it's your inside wiring. All phone companies charge you if they dispatch and the problem is either your inside wiring or NTF (no trouble found). While this may seem unfair try to imagine how they would have to increase their repair staffs in order to just check out everyone's troubles to determine if it was an inside or outside problem. Since these calls would generate no revenue, the only alternative would be to raise everyone's rates. So, with the approval of the Public Service Commissions of the various states, they implementated a policy of charging a fee for all calls that are determined to be the fault of the customer's wiring. Think of it this way. Your car is not running right, it keeps stalling and idling rough. You're almost sure all it needs is a tune up, which you can do, but you don't want to buy all the parts and invest the time only to find out it's something else. So, you take it to a local mechanic and ask him to check it out. He calls you a while later and tells you all you need is a tune up. You tell him thank you very much, don't do any work I'll be by to pick it up shortly. Do you think you're not going to pay a diagnostic fee? You sure are as they invested the time and labor to find out what was wrong with your car. And no, I don't work for BellSouth or any of the other carriers. I'm a Telecommunications Analyst who butts heads with them every day so I used to the way they think and operate. While it is not always fair, they have policies and procedures in place for a reason.
Rodrigo
Columbia,South Carolina,
U.S.A.
Good news: Bellsouth gave me back my $85
#3Author of original report
Sun, October 08, 2006
After a lots of complains via phone and email, Bellsouth gave me back my $85. They said that it was a one-time courtesy and explained that if Bellsouth checks out problem and the problem is not outside, they automatically charge you with $85 for the diagnosis (unless you pay 6 dollars per month for avoiding this incovenience). If the technical problem is outside, they take care of it. Although I appreciate the return of my money, I still think that this policy is unfair. How does a costumer know whether the problem with the phone line is outside or inside his or her place? There is no way to find our but calling Bellsouth. Besides, Bellsouth is completely responsible for the outside part of the conection. Thus, first, they should NOT charge you for checking out any problem outside. Second, if they do, they should warn the costumer about the possibility of this charge: it seems more inexpensive to hire a technician for one hour to check out if the problem is inside your house than to pay $85 dollars to Bellsouth! Thus, I'm glad that my problem was solved but I don't think Bellsouth has a good policy regarding this issue. Thanks
