GTE has HORRIBLE Customer Service
Written: Mar 05 '00
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Product Rating:
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Pros: The ADSL itself is WONDERFUL
Cons: The customer service STINKS!
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| ahines's Full Review: GTE DSL |
A few months back, I wrote a review on my GTE ADSL that I had installed for my internet connection. I couldn't be happier with the line itself or the connection I get. I have had no problems with it at all, up until a few weeks back.
I wanted to express my opinions here on the customer service I received from GTE. Let me give you some background on what took place.
We had 2 phone lines hooked up in our house. One for our AOL account/internet and one for our regular phone service. We had ADSL installed for our internet and therefore didn't need the extra phone line. My husband called GTE to cancel the second line we had put in. GTE cancelled the wrong line. They cancelled the line that had the ADSL on it. OK, that was fine, I called the company to get the line turned back on and have them cancel the right line instead. This was done within a day. Since our ADSL was still working a week after this took place, I figured it was fine.
WRONG!!! About a week and a half after reconnecting the correct phone line (the ADSL) our internet went out. Fine. I called to have them reconnect the ADSL. Little did I know I was going to have to jump through hoops and talk to every single customer service representative that GTE had working there. The first person I talked with said they couldn't help me and gave me another number to call. I called that number. The person there said I needed to call the original number because that is the area that would reconnect for me. So, I called the original number back and spoke with a very nice lady. She said she would have to check with another department for me and that she would call me back.
About 5 hours later, she did indeed call back and had another representative on the line to take my order. Well, in the middle of talking to this person, we got disconnected. I called back. Of course I couldn't speak to the person I was just talking to so I had to give all my information to another representative. I was told by this representative that my ADSL would be turned back on in a day or so.
I waited a day or so and called back because my ADSL still wasn't reconnected. GUESS WHAT.... There was absolutely NO information put into the system. It was like I had never called. The representative who I spoke with this time had to take all my information again and resubmit it. By this time, I am furious and went totally lost it with this representative. I did apologize to her and told her that I knew it wasn't her fault but someone there dropped the ball and I was the one suffering. All she did was just sit there telling me that she was letting me get my frustrations out. I didn't want her to let me do that, I wanted her to get me some results. She finally told me (20 minutes into the call) that she would walk my order over to the person who would set this back up and have it taken care of for me. Finally! This was a Friday. (Remember, my initial call to set this back up was the previous Monday)
I gave it the weekend to be fixed and when it wasn't working on Monday morning, I called back. This representative did tell me that it was reconnected and that since it wasn't working on my end, I would need to call yet another number. I called this number. The representative told me that she would need to open an order ticket and send it over to the Central Office so they could check the lines to make sure everything was set up properly. She told me that my ADSL would be back up and running by 10:00 PM *GUARENTEED*
You won't believe this, but the next morning, my ADSL was *still* not working so I called back yet again. Here is what gets me. The representative that answered the line told me that there was no information in the system. Again, it was like I had never called! I couldn't believe that this happened twice to me by the same company. This time, however, I did NOT waste time and requested a supervisor. To my surprise, I was transferred.
It took this supervisor all of 2 hours to have my ADSL back up and running. I went through a week and a half of no ADSL and incompetent representatives when all it took was 2 hours to correct my problem.
I highly recommend ADSL because it is a very fast connection and I have had no problems with the line itself, but I do NOT recommend calling and speaking to the representatives there. Go straight to a supervisor! One more thing, any time you call one of the GTE ADSL numbers, expect to be on hold *at least* 20 minutes before speaking to a live person.
If you have made it this far, thank you for reading. I wanted to post my opinion because I feel that this kind of service should be heard about. I was in management for a Customer Service Department at a national mortgage company so I know a little bit about how a customer should be treated. GTE just doesn't have the kind of Customer Service it's customers deserve.
Recommended:
Yes
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Epinions.com ID:
ahines
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Member: Anna H
Location: USA
Reviews written: 52
Trusted by: 113 members
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