Complaint Review: Insight Cable - Bowling Green Kentucky

Insight cable installation technician stole a router in my name and I thanked him for doing it....

It was my fault... I was moving in to new apartment.  Had several friends helping me.  Completely distracted.  Cable installation guy was there.  It was Saturday July 7th, 2012, 9000 degrees and rising.  He acted as if he didn't want to be there and was pissy about it.  Dude, the apartment is air conditioned.  I had bigger things to coordinate, plus I was on the hook for an additional charge due to a Saturday installation.

He says the work order states that I would use my own internet equipment (modem & router).  I hand him my modem and he proceeds with the installation of cable and high speed internet.  I didn't hand him my peronal N-router, but it was there in the box and I let him know that it was in proximity if he required it for the installation.  He works for almost an hour setting everything up, finishes the installation and shoves a service ticket at me to sign.  I didn't read it.  I smiled, thanked him... I mean, I thanked him..., signed the sheet.  Out the door he went.

Two months later, September 18, 2012, I have to move due to a job opportunity that I couldn't pass up.  Bundled up the DVR with remote that was installed and headed down to my local Insight Cable Company to return their equipment.  This is when the trouble began.  The cashier informed me that I needed to return their router that I had in my possession. 

I informed her that I didn't have it and that the installation was completed using my equipment.  She insisted that I had it.  I retorted that I didn't.  Now we're at an impasse.  Asked her to check with the tech, there must have been a mistake.  She agreed that she would.  I thanked her, gave her my forwarding address for my final bill and out the door I went.

October 1, 2012 - I receive my final bill from Insight for $47.46 that I will have auto pay out of my credit card account.  No worries... router problem resolved.  Today, October 9, 2012, I receive another bill from Insight for an additional $159.00, bringing the total to $206.46.  WTF?!?

I contact Insight customer service and start asking questions.  The agent, Brandon, responds that I signed for the router and that I am ultimately responsible for it.  At this point, I'm pissed and acting like a total d-bag... I apologize to him, and reassure him that I'm not taking it out on him, it's not his fault.  He accepts my apology and states that he will have a manager contact me to try to resolve the matter. 

I thank him for his patience and apologize again for my attitude.  As we are ready to conclude our phone conversation, as one last parting shot... Brandon states to me that after the manager contacts me, I will still have to pay for the router because I signed for it... You...little... p***k...  I turn back into a d-bag and hang up.  Not the way I wish this day had turned out, but add it to the list.

So now, I'm sitting here, writing this report because they have my signature on the installation document for a $159 P.O.S. router.  I will try to find a replacement for a cheaper price that hopefully they will take in trade.  I won't know until I speak with the "manager".. whatever.  Anyway, the moral to the story kids is this... no one does their job and apparently this includes me.  I didn't read the service ticket.  If I had taken 5 minutes to look at it, I wouldn't be writing this report.  I'm doing this to warn existing and potential customers.