Knology Customer Service Sucks

Scroll back one week to me, at my desk, preparing for a week that was soon to kick my ass …

[Cell phone rings.]

“This is Geof.”

“Hi, is this Goffrey Morris?”

“It’s Geoffrey, but … yes. With whom am I speaking?”

“This is [mindless CSR] from Knology. You had an install scheduled today, and the technician is at your house, but you’re not home.”

“I had no such thing scheduled.”

“Yes, you did.”

“No, ma’am, I assure you that I did not. I recently downgraded my digital cable service back to extended basic. I’ve already taken the receivers into the office.”

“Well, Mr. Morris, the technician needs to install a high-pass filter on your connection. Is there anyone at home who can authorize the technician to enter, or can you go to your home to let him in?”

“No.”

[pause]

“Ma’am, this is horrible customer service.”

“Did you say, ‘horrible customer service’?”

“Yes, ma’am, I did. Now, it’s not your fault that your people can’t communicate, but I was told nothing about this, either when I made the original phone call to downgrade service or when I took the units back in to the local office. You’d think that if this was so all-fired important, someone would have told me in one of those two interactions—especially when I ended both of them asking if there was anything else to do.”

“Well, I’m sorry, Mr. Morris. Can I reschedule sometime later this week?”

“No, ma’am. My week is absolutely full, and honestly, you’re wasting my time right now.”

“Will next Monday morning work? We’ll have the technician out first thing.”

“That will be fine.”

I started writing this at 0900 with the intention of leaving as soon as I’d finished and dealing with the inevitable phone call later. Clearly, having the technician come out first thing didn’t really happen. In fact, I saw a Knology truck go by my house at 0812 and got a false hope. Ended up that this wasn’t my technician; the guy I had was competent, quick, and pleasant.

But here’s what really pisses me off: there was no need for the technician to even enter my house. The guy hadn’t even so much as rung my doorbell when I noticed that his truck was blocking my driveway; I went outside, and he was already swapping out the filters. What did they have me stay home for almost two hours of my workday this morning [it’ll be close to 1000 by the time I get to the office]? To sign my name to the work order.

That’s it.

Suffice it to say that I’m done putting off installing the DSL modem [I’ve already paid for this month’s service on the cable modem, and I’ve got a discount coming on the return of the cable boxes for that service, so I could keep the cable modem for over another month without charges]. It goes up tonight.

Fuck Knology.