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Eastlink or Weaklink Or Weakest Link, You Be The Judge |
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Written by Reader
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Monday, 22 May 2006 |
The following is from our reader care department VIA Atlantic Canada Live, the hottest property in the Atlantic region. And now, on with the show....
Folks, I've got a customer service story here. And it's a nasty one. Maybe I should be calling them WeakLink. Or WeStink.
I live in a house with a basement apartment. On Thursday, the lady who lives there decided to switch her phone from Aliant to Eastlink. That's fine, it's her business. I've been with Aliant for years and I'm happy with them, so no reason to change.
Thursday morning, the techs (tech-tards?) from Eastlink change her phone service over. In the process of doing that, they managed to completely disconnect my service. I discover this when I get home from work Thursday evening.
So we call Eastlink (on my cell). Not sure if I should have called Aliant at this point, but where the problem wasn't their fault, I didn't know if they'd be willing to repair it. Anyway, Eastlink assured me that someone would be out Thursday evening or Friday morning to fix the problem. It'll be a "top priority" they tell me.
Well, the rest of Thursday evening came and went, and no sign of anyone. OK, I think. They'll be out tomorrow morning.
Friday morning, and no sign of anyone.
Friday afternoon, and no sign of anyone. Another call. "They'll definitely be there this afternoon."
A couple hours later., another call. "They'll be there between 5 and 6."
7pm. Still waiting. Another call. "If they're not there by 9, they'll be there first thing tomorrow morning."
I try Aliant repair service. They tell me to call "new accounts" tomorrow morning. That didn't make much sense; they probably thought I had been disconnected remotely.
Saturday morning. You guessed it - nobody shows up. It's a beautiful day and I should be out and about enjoying the holiday weekend. Instead, I'm waiting for techs who aren't showing up. Another call. "They'll be there sometime today."
Three more calls. I finally get hold of a supervisor (the reps don't seem to want customers to speak to supervisors; apparently they're easily startled, difficult to breed or something like that). He tells me that he's waiting to hear back from their repair/installation contractor and that he doesn't know much more than I do about the whole situation. He's nice on the phone and says he'd be frustrated too. I appreciate his empathy but that's not getting my phone up and running.
2:30pm - the tech FINALLY shows up. He runs a line between a couple of grey boxes on the outside of the house and I finally have my phone back. After 56 hours.
Needless to say, if this is Eastlink's level of service, I'm sticking with Aliant. And I'm telling everyone I know about my WeStink experience.
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