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Company needs to improve 'customer service'

  • Originally published January 7, 2013 at 5:57 p.m., updated January 7, 2013 at 5:57 p.m.

Editor, the Advocate:

How is Suddenlink customer service working out for you? For me, not so well.

On Dec. 22, I was unable to get online, so I called customer service. A recording told me that Suddenlink was aware that service was down temporarily in my area.

OK, so I waited a couple of days and still couldn't get online. I called again and was put on hold until a representative could assist me. I waited and waited and waited. During that time, I listened to a recording telling me of all the great services I could have. Periodically, a voice would cut in telling me that someone would help me soon. After 37 minutes, I didn't want to lose my place in that long line, so I kept my phone to my ear and decided to approach Suddenlink from another direction.

Without hanging up my land line, I picked up my cell phone and put it to my other ear and called again and indicated that I wanted to add a service. I figured if Suddenlink thought I was someone who wanted to pay more money, they would have a real person assist me. I was correct.

I immediately talked to a very nice lady. I asked for her supervisor, who was also very nice. She said she couldn't help me but would transfer me to technical help. She did, and then I got to listen to a recording of all the wonderful services with both ears. After another 30 minutes, I gave up. I am very annoyed but helpless to do anything about it but vent to you.

Ann Murphy, Victoria