Well, after many more phone calls the past ten days with technicians, “Experts”, managers, “Team Leaders”, and Customer Relations, Cablecom has apparently given up trying to fix the problems they created over two months ago. After my telephone, internet and tv services were reactivated with new contracts, Replay, My Prime and On Demand could not be activated.
Although I’ve been told there are other customers who also are not receiving Replay, On Demand and My Prime service, their situation is apparently different and are able to be fixed, whereas my situation is a special case separate from the others’ that cannot be fixed and the only thing that can be done is to send me a new Horizon box.
I do not believe it when the technicians claim there is nothing they can do to fix the problem simply because they are the ones who created the problems more than two months ago when I signed up to be a tester for the new Replay functions. I was not able to actually test the new Replay functions and subsequently was not paid the full amount for being a tester. What I believe, based on my experiences with Cablecom technicians over the years, is they decide they’ve taken enough time and expended enough effort and manpower on a case and are told to send the customer a new box and move on to new cases. I’ve had several Horizon boxes replaced in the past because Cablecom technicians gave up trying to fix the problems they created.
If I messed up in my job and couldn’t rectify a problem I caused I am sure my boss would fire me on the spot. That apparently isn’t the case at UPC. Apparently technicians who mess up aren’t held responsible for their mistakes, are able to keep their jobs, and continue on with the pass-the-buck attitude and work ethic that pervades through the company, doing only the minimum required.
Most of the people from Cablecom I’ve spoken with have not been technicians and who can only relay information between myself and the technicians. I don’t fault them. The fault lies with the technicians and their inability to fix a techical prolem they created and instead opt for the easy “solution” of sending out a new box. That is not a solution. That’s a cop-out and shouldn’t be tolerated by management.
When I receive my new Horizon box, and Replay, On Demand and My Prime cannot be activated, I think I will have to switch to Sunrise or Swisscom. Perhaps they make fewer mistakes and are capable of fixing technical problems they create.
