I rarely take the time to write feedback. But I feel I need to rant about arguably the worst customer experience I’ve had in recent memory.
I had UPC service for more than 7 years. For personal reasons I contacted them to make changes to my subscription, also hoping they would provide a better deal, on par with what Sunrise/UPC offers new customers (less than ½ my monthly subscription!). When they refused, I decided to cancel my subscription and look for a different provider. Of course, they wouldn’t let me go without 3 months (!) advance notice. While I wasn’t particularly happy about this, I accepted and my contract is set to expire at the end of September.
Yesterday (30 August), internet went down out of the blue and any troubleshooting (by myself as well as with an UPC technician) led nowhere. Internet down, TV down. Suspicious to say the least. I work remotely from home and need continuous internet access. UPC offered to send a technician out here to “try to fix it” and maybe replace equipment, but said it would take a couple of days! I said it seems silly to have to do that and that I cannot afford to be without internet access for that long. So, I called my new provider and was able to activate their service earlier.
Today (31 August), I called customer service asking if they would charge me for the month of September for a service that they are not providing. The rude answer was that I have a contract until the end of September and so I will be charged. No way to reason with the customer service rep. that a contract is a two-way street: the customer pays, the company provides a service…
I can hardly wait to get out of this contract.