cinti bell zoomtown customer service problems (Cincinnati: insurance, house, transfer)

[elizabyte]

Cinti Bell Zoomtown has by far the worst customer service I have ever received across any buisness or service (including medical insurance). Addressing problems with their service in a timely manner is not a high priority. Cinti Bell has no ownership for correctly addressing problems with their service and no desire to improve their performance. They also do not appreciate that reliable internet access is critical to many of their customers in terms of productivity, income, academic performance and day-to-day activities such as bill paying and business communication.

My horror story is detailed below. Throughout the process detailed below, I have asked to speak to managers to try get my problems resolved and also to provide feedback at how frustrating/time consuming it is to repeatedly have to go through the same process over and over without the problem ever being really fixed. I was told there is no one person responsible for the problems (therefore noone I could talk to) or told the managers do not speak to customers. I asked who was responsible for the overall design of how problems were handled and was told there is no person responsible, but I could call tech support (the 50 minute wait organization described below). I also had the option of e:mailing them, which would be difficult without internet connection...


I have had problems with internet for over 1 month. The 1st time I called tech support, I had to wait 50 minutes to report problem to Tech Support and spent 40 minutes with tech "troubleshooting". Tech told me problem was with my router. I went to Staples, bought new router, hooked everthing up -- still had problem. Once again, I had to wait 50 minutes to report problem and spent another 40 mins with tech support trouble shooting. I was told the problem was most likely with the new router, but they couldn't help me because it wasn't a router purchased from Cincinnati Bell. Asked if I bought router from Cincinnati Bell, if they could fix problem. Was told yes and they would transfer me so they could have purchase order completed. Before I let them transfer, I asked if I could have a direct number to talk to tech support, so I wouldn't have to wait in the 50 minute report queue. I was told no, there are no direct numbers and I would have to wait in the queue again if the problems continued. I explained that it was very frustrating for a customer to have to wait in queue on problem that we had already called and talked to them about. Too bad, sorry.

After I returned router to Staples, went to Cinti Bell store and bought their router, hooked up and still had problem. Had to wait in 50 minute queue, go through troubleshoot with tech, and then was put through to superviser, whom I worked with for 90 minutes on the phone. Problem not fixed. They would send tech 5 days later to my house to fix. Tech came and fixed problem by doing something with splitting wires. I asked him if he was sure problem was fixed and explained how frustrated I was with whole process. He thought it was and even gave me a number where I could reach him if problem continued. Problem returned later in the day. Called tech. Next day he checked line and wires were crossed. Had to call Cinti Bell again, wait 50 minute cue, troubleshoot, schedule another tech. Tech came out 4 days later, fixed line and said he was 99% sure problem was fixed. Problem came back. Called CB again -- same process. Another tech coming in 5 days. Asked if they could come sooner, because this will be 3rd visit by tech and was told no. (They schedule tech visits by neighborhood/area because more efficient for them -- apparently they do care about productivity and costs, just not their customer's productivity and costs.)

[The Don]

I have had mixed luck in dealing with Zoomtown.

The first question they always ask is "how many phones do you have" so I dutifully count them. They then ask, "do they have filters?" Of course they don't --they don't need them because 1. there is a splitter outside the house and 2. we have 2 lines; the line used for Zoomtown has a single phone on it.

Anyway once we get beyond that formality, they usually end up sending someone out within a day or two and the problem is resolved.

I was told that I had so much problem with my Zoomtown because I am connected to old equipment located in Saylor Park. I guess that could be.