This is a follow-up to the story on getting a DSL line installed in San Francisco. Unfortunately, seventeen days after starting the process, the tale isn't over yet.
The good news is that the DSL line is up and running. In fact, I'm getting almost the advertised 1.5/768 bandwidth -- and I didn't even have to get a local phone line. As always, Speakeasy has demonstrated nothing by the top technical quality. The are sending daily status reports and comprehensive directions. Their website has complete technical FAQs for any unanswered question.
The bad news is that Speakeasy has really dropped the ball on their customer support. Like I've said many times before, their technical support is top-notch, but this aspect of their customer service is just as mediocre as some other companies.
Amusingly, the customer service issues didn't even arise until after my DSL line was turned on.
You see, they charge $99 for their "Pro Install" on certain DSL lines. I figured this must be an activation charge. Irritating, but hey, they are in business, too, so you can forgive them. Though it would be nice if they would just call it what it was, and not call it an "installation" charge.
However, it was worth a shot to ask about the charge, so I wrote and said "I'm thrilled to be back online, and definitely thank Speakeasy for once again providing great service. But if the pro install wasn't necessary, is there any chance we can drop the $99 charge?"
To which Speakeasy replied: "The pro install is required do to contratual agreements and we want to make sure that your line is synching up properly with the proper speeds. I do apologize but we cannot cancel the install."
Okay. Fair enough. I was going to be charged the activation fee, and they were going to insist on calling it an installation fee. Mind you, this is after my DSL line is already in the apartment and working. But good broadband service is hard to find, so you deal with what you can.
Then on Wednesday of last week I get an email saying, in part, "Your line delivery date has been scheduled for: 08/06/2004" [Friday] and "the loop date is by far most complicated part of the install because it is scheduled and performed by the local telephone company, and requires complete access to the phone equipment at your location."
Hmm. So I am being asked to pay $99 and take a day off work and sit around all day waiting for an "install" that doesn't need to be done, except to satisfy their "contratual [sic] agreements" with Covad. They aren't looking too good here, but what was I going to do?
So asked for Friday off. Then on Thursday I see an update on their status page that read: "The Covad DSL service appointment has been scheduled for 8/9/2004 [Monday] between 12:00 p.m. and 4:00 p.m.."
Wait a second, that's not good. I just planned around having Friday off. So I write back within minutes of getting that message and say "Any idea what's going on with that? I'm pretty sure I won't be able to take Monday off at the last minute like this."
And I hear nothing Thursday night. So Friday morning, i.e., the day I had taken off, I get this email saying "I can understand your confusion. The date of 08/06 is "fake". They needed to give the line an installation date to push the order through the system since the line was already installed by the telephone company. Please disregard the installation date of 8/6. However the installation date of 8/9/2004 between 12:00 p.m. and 4:00 p.m.. is valid. And if you cannot take Monday off, please let us know immediately what dates you would be available for the Covad dispatch. The times frames are 8am-12pm and 12pm-4pm."
Let me repeat that part: "the date of 08/06 is 'fake'," and, "please disregard the installation date of 8/6." They told me this on Friday, 08/06. While I'm at home. After I took already took it off. Hell, I was checking my email from my apartment on the very same DSL line they hadn't "installed" yet.
Frustrating, but I'm still being very polite in my messages. No reason not to be, right? I ask "can they come on the weekend?" They reply "since the telephone company has already delivered the loop, they do not need to come on a Saturday." Er, right, we knew that.
By now I'm beginning to suspect that Speakeasy just doesn't care very much. So I try to explain the situation: "The reason I ask is that I'm really not going to take a second day off of work for this. I just started a new job and I don't have very many vacation days, and I don't want to waste them sitting around waiting for someone to come to my apartment for five minutes to verify a DSL line that we already know works. In other words, if we can schedule this over the weekend (the weekend of the 21st and 22nd looks okay), then I don't have to use my last vacation days for it. Does that make sense?"
The tone is a little stronger, but I feel like they aren't hearing me anyway. Not that it gets me anywhere: "It does make sense, however Covad does not dispatch out over the weekend. The only time frame we can request is 8am-12pm or 12pm-5pm M-F. I apologize for any inconvience this may cause."
Fine. They win. I lose. I reply: "Okay, I understand. Please go ahead and cancel the Monday appointment, and we'll find some other time when it is convenient." I'll ask to work from home one day in the future and we'll deal with it when we have to.
I go to work yesterday (Monday) figuring I'll have to reschedule for some time in a week or two. A pain in the ass, but what's done is done. Then, at 2:00 PM, I'm in a meeting and I get a call from someone saying they are at my apartment for the installation. Unfortunately, their voice mail gets cut off so I can't even call the guy back and explain. I feel bad that he had to come out there, especially since I was perfectly clear about the fact I would not be home on Monday. Speakeasy just dropped the ball completely.
And sure enough, when I check the status page again it says "COVAD: Installation Appointment Unsuccessful: Client No Show (No Access)."
Want to hear the punchline?
"If you are unable to provide the technician with the required access to complete the install, there will be a $150.00 Missed Appointment Fee applied to a future invoice."
Start laughing.