Friday night - Got home to the Internet being off line. Called their customer service number, all the way to India and was told a phone cable was damaged and had to be replaced. Could take up to two days. Saturday - 8:00 pm - Determined that the phone line coming into the house was the wrong telephone number. Called India again to report this development. Got the same song and dance, verbatim. Kind of frustrating. Saturday - 2:00 pm - Phone rang and the person on the other end asked for "Paul". Told him my phone line was crossed over to another subscriber. He forwarded me to the PHOENIX Customer Service and I talked with a woman whose accent was non-Indian. Repeated the situation to her. She said that an "expert" was called in to work on the telephone cable; apparently, our phone was not the only phone on the fritz. The service rep said that service team was hoping to get service reported in the next six hours, by 8:00 pm. Saturday - 8:00 pm - Terry called customer service in India (again) and was told the telephone cable was damaged; could not offer any additional information (doh!). Sunday - 8:00 am - Still no Internet service. India did not have a clue if anything had been done and could not give an estimated time for when service might be restored. Sunday - 4:00 pm - Terry called India Customer Service and was informed a technician would be stopping by the house between 8:00 am and 12:00 noon to check the phone line. Sunday - 5:00 pm - Doorbell rang and a service technician was at the door. By 5:20 pm phone service was completely restored. Terry mentioned the frustration the non-information from the India Customer Service Center made for us. The technician said that the company is in the process of phasing out the India Customer Service Center. Cannot happen soon enough. Now I have 48 hours of emails to sort through. Fun, fun, fun.
Posted on: Mon, 10 Jun 2013 02:30:23 +0000
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