Dear Suddenlink Cable
First, you should know that having both suddenlink.com and suddenlink.net is confusing for your customers. So is still having cox.com or cox.net online, but i understand that maybe that still exists in some places.
I needed customer support today because I couldn't remember our login info:
Ok, so I went here http://suddenlink.com/support/ and clicked on Contact us at the bottom of the page, which led me to http://suddenlink.com/contactus.do
Which lead me here: http://suddenlink.com/zipCode.do
Which led me to a page offering services. Not exactly a contact form...
Oh, there's another button that says Contact Us... it links me to http://suddenlink.com/cable.do
Which led me to another page offering services, but no contact info.
It looks like a dead end, but then clicking the Contact Us at the bottom of the page all the sudden, now links* me to an actual page with phone numbers: http://www.suddenlink.com/contactus.do
I called, the system took some info, and a person answered.
Then they put me on hold.
5 minutes later**, someone else answered, there was confusion and nobody knows what happened to the first person who put me on hold.
Wow. I have to say that isn't exactly my idea of good customer service.
Luckily, the person that picked up that second time was very helpful. I just want you to know that your "Customer Service" needs some un-cluttering.
So that's what I sent them.
*Pun Totally Intended
**Yes, I know that's not alot, I'll give them credit for that.
After finding the phone number, things went relatively smoothly. I had to put in Hubby's cell phone number.I was answered, then put on hold, and forgotten. Someone else picked up, confusion briefly ensued. I gave him Hubby's last 4 and our address. He gave me our logon name (that i would never have guessed), and let me tell him a new password. It worked, holy shit.
Then he set us up with the Variety Pack, so for $3/mo we now get:
100 Discovery Kids
101 The Science Channel
102 Discovery Home Channel
103 Discovery Times Channel
105 The Military Channel
106 Discovery Health Channel
107 Noggin
212 Jewelry Television
213 Mun 2
214 WE: Women's Entertainment
215 Gospel Music Channel
216 ShopNBC
217 Si TV
218 Fine Living
219 Do-it-Yourself
221 Game Show Network
222 Toon Disney
223 Fuse
224 BET J
225 Boomerang
226 SoapNet
227 Inspirational Life
228 Oxygen
229 Hallmark Channel
230 BBC America !!!!!!!!!!!!!!
231 EWTN
232 Great American Country
233 Nick Toons
234 Nick Games & Sports
235 MTV Hits
236 VH-1 Classic Rock
237 CMT Pure Country
239 National Geographic
I'm the VP of Community Relations for Suddenlink. We regularly scan the Internet for issues that we might have otherwise missed, and that's how I saw your post.
ReplyDeleteFirst, I'm glad you were able to get the help you needed, though I'm sorry you encountered some inconveniences along the way.
Second, we have two sites (dot-com and dot-net) because they serve two largely different functions. Dot-com is a general information site; dot-net is a customer portal, providing access to customer email, online acct. management, etc. I'm not sure I understand all of the reasons why that separation is necessary, but it is a relatively standard practice across our industry.
If in the future, you should be able to enter your Zip Code on the home page of our dot-com site, hit go, then click on the "Contact Us" link in the left margin and be taken to a page with the numbers you need to call. If for some reason that doesn't work, or you encounter other issues, don't hesitate to contact the appropriate office listed on this page, depending on where you live.
I hope this helps.
Mr. Veep,
ReplyDeleteIf you had followed my details of the links I visited, you would see that I tried that and it didn't work the first time, but did after leading me needlessly through a parade of useless links that tired to sell me more services. That. Is. Stupid.
So you're the one in charge of such things? Instead of saying "that's the standard" you should think about bucking the standard in favor of actual Customer Service. I know that it is the standard so that people will give up in frustration and not bug you. Its the same reason it takes me an hour of dead-end phone options to cancel service with cellular, electric, cable, etc. companies. You're all the same, and you should be ashamed.