Here is my experience with the UPC administration:
I have UPC cable service since 17 years, bought a SCART connected cable modem at the beginning and a smartcard for my TV later. My main use is Internet (had the lowest rate, which was upgraded for free to 100 Mbps last year.
As my Swisscom ISDN system is becoming obsolete, I called last July UPC services to inquire about adding a simple phone connection. After several tries to sell me a faster package, I was told that I could not add a phone connection to my basic subscription. At the end of the discussion I said a few times that in that case would not want to change anything and leave my subscription as it was.
On August 8, my internet connection and the (free) smart-cart and old cable modem were all terminated. I called on 11 August to find out that the service person I had talked to on the 8th had requested full termination. However the service person now on the line, checked my call log, agreed that I specifically to make no changes and asked for a quick reconnection, as well as the ID numbers of my modem and smartcard. Reconnection took place a few days later.
In my September bill the reconnection was marked with a full purchase of the old cable modem and the smartcard (CHF 250 + 98), which I both had already for 10+ years. I called again to complain about that; the service person was very helpful and after a few minutes got permission for the correction of the bill. About a week later I got a new bill, with a correction of CHF 3,- for the missing days of service, but the purchase of equipment was maintained.
I called service again, a friendly lady went through my records, admitted the correction was not done, and said she would take action immediately. After a week I called again, a friendly person said that the correction was approved, but too late to get the September bill corrected (paid by automatic deduction) but I would get a credit note.
So the amount was paid in October, since that time I called repeatedly. Always friendly people that say it is approved, but the mentioned that they have to work through the ‘back office’ on which they have no influence. I have now called 9 times, every time I hear it that the correction is approved, but I got right now my November bill that for the service, without any correction or credit.
After every phone call I get a mail allowing to give my opinion on the service call I just had, and when I enter 0% satisfaction, I get a box in which I enter a summary of this story (which is probably filtered out, at least there is never a reaction although I include my client number).
Let’s see what happens when I post this here :-)
Rob