Service provided during a move
Complaint
D. Brunet
Country: Canada
Early in May I was contacted by Kent Golden (Id # 1461). Apparently the bldg super had advised him of my impending move. At that time arrangements were made whereby Mr. Golden indicated he would be at my new location on Aug. 31st between the hours of 2 and 5 pm. On August 18th, I contacted the subject and told me that my move had been scheduled for earlier and would he be able to report to my new address on August 3oth at the same time. I was told this would not be a problem. Having taken time off from work I waited to whole day of the 3oth and the reps never showed. I contacted Mr. Golden who conveniently did not remember our conversation and said that his records indicated that my move had been scheduled for Sept. 30th.
But, he said he would look into the matter and would I call him first thing in the morning to remind him (which I did). At that time he said that the problem wasn't his but his technicians and that he would be at my place by 9:30 to take care of things. This meant another day off work for me. By 11:30 I still did not have service. I called Mr. Golden again and he contacted his technician anew. I was then told that by 6 pm that evening without fail that my cable would be connected. It never happened. To add insult to injury, Mr. Golden told me that it had been unneccesary for me to take time off because they did not need to enter the premises although I had asked that my telephone set up be checked at the same time. I also discussed a matter of billing (I thought errors had been made because for a reason beyond my comprehension 5 cancellation items had appeared on my invoice of July 28th). He told me to go to Rogers on Ogilvie Rd and they would straighten it out. I did so yesterday morning only to be told that no one could help me because I had to deal with Customer Services directly. After a great amount of frustration I was able to receive good advice and service from an individual by the name of Kathy (no last name) by phone at Customers Services. Unfortunately I now have to wait until September 3rd pm (seven days without)before I get my cable service back. As you can tell, I am not at all pleased with the service I was provided by your representative. I have indicated to Mr. Golden by telephone that I would be placing this complaint. Submitted for whatever action you deem necessary. Thank you.
But, he said he would look into the matter and would I call him first thing in the morning to remind him (which I did). At that time he said that the problem wasn't his but his technicians and that he would be at my place by 9:30 to take care of things. This meant another day off work for me. By 11:30 I still did not have service. I called Mr. Golden again and he contacted his technician anew. I was then told that by 6 pm that evening without fail that my cable would be connected. It never happened. To add insult to injury, Mr. Golden told me that it had been unneccesary for me to take time off because they did not need to enter the premises although I had asked that my telephone set up be checked at the same time. I also discussed a matter of billing (I thought errors had been made because for a reason beyond my comprehension 5 cancellation items had appeared on my invoice of July 28th). He told me to go to Rogers on Ogilvie Rd and they would straighten it out. I did so yesterday morning only to be told that no one could help me because I had to deal with Customer Services directly. After a great amount of frustration I was able to receive good advice and service from an individual by the name of Kathy (no last name) by phone at Customers Services. Unfortunately I now have to wait until September 3rd pm (seven days without)before I get my cable service back. As you can tell, I am not at all pleased with the service I was provided by your representative. I have indicated to Mr. Golden by telephone that I would be placing this complaint. Submitted for whatever action you deem necessary. Thank you.
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