Complaint Review: Washington Broadband - Yakima Washington

The worst part of the Internet is you can say whatever you want truth or lie, conceal your name and the only way to tell if the person is flaky is to look at their grammer, meanwhile Google picks up the thread and in bold print makes a very reputable company look very badly.  If this person had bothered to sign his name I can assure our Attorney would have been in contact.

If this is who I think it is there was this was a habitually late payer who we shut off for violating copyright laws in illegal downloading.  While we do have credit card info as regulated by law under proper storage techniques we are quite strict in renewing that there has to be a pre-authorization and even if it is and the date expires we have to have a voice authorization to change the expire date.  We say the same to everyone as it's company policy so no twisting of story is likely and I can assure you if I was doing something I wouldn't say I know what we did was illegal, that alone should take care of this persons credibility.  If a person was a pre-authorized auto-renew and wished to take off that feature and have funds returned we can do it in the same day with no penalty or fee on their account.  We DO NOT just charge people, that's a straight lie.

The most outrageous claim is that we watch people's traffic!  When we offered Dial-up in the 90's people were so worried about being "watched" What they didn't realize is that we were processing over 100,000 emails an hour, we run a light staff and none of them could ever have the opportunity or care to know what any of our customers are doing on the Internet.  We do comply with federal CALEA requirements and welcome legally presented subpoenas to help catch child porn and other crimes but only law enforcement monitors it when applied, no other time would we do that, just like the mailman we don't care what is being delivered to you.  The only other problem is when customers steal movies, games and other copyrighted materials.  The studios and game makers DO watch what people are stealing and they will send us an informal "notice of infringement".  As a policy we notify the customer immediately so they are aware that they are not getting by with stealing unnoticed.  After three violations we reserve the right to cancel their account and will not protect them if a civil subpoena is presented. 

What this customer doesn't realize is we don't do what big corporate Internet providers do.  We don't sell his name, use monitoring software to lead him to sites that advertise or pay us fees, restrict his access, slow down certain streams, etc..  We allow for instant access and local accesss to staff and our revenue is, for the most part, kept completely local.  I wish more people would write their compaints out, let it sit overnight then hit send after they've thought of the ramifications of hitting send.  I can say if someone named that person in the same tone to his employer he would likely be gone, we just want the same opportunity to reason with people before they make false, and groundless accusations.