TVMAX - Maximum profit, 0 Service
Posted: Tue Oct 21, 2008 1:20 pm
Man, i just gotta vent for a minute here. I've calmed down a lot but I'm still really upset. Here's the deal.
We noticed a few months ago that our History Channel stopped working. I ASSUMED that our cable company must have dropped it from the lineup or something and just kind of let it go at that. It sucked cause I love that channel, but wasn't gonna raise much of a stink over it.
Fast Fwd to Oct 10th. I was wondering about other cable packages that TV Max offered so I went to check out their channel lineup on their website and noticed that they had History Channel listed on the website for my package. I thought that a bit odd but maybe they just didn't update the website. So i called them to find out for sure.
Turns out that I was supposed to be getting the history channel and it just wasn't coming in. They said they'd send a technician out to look into it. My week was looking up. I was gonna get history channel again. I also asked them if they could please pick up the digital converter box of theirs we still had since we didn't need it anymore. (their digital package sucks so we dropped it months ago) They said, sure, no problem since w'ere coming out anyway.
The next day when the tech was supposed to show up comes and goes. Don't show up and don't hear from em. I checked the channel lineup on the TV and that channel still isn't working so I call em to find out what's going on. They said the problem was on their end and they would fix it.
Two or three days go by and nothing. So, I call back just to check the status. They say the ticket is closed and issue resolved. But, I still dont have the channel. I explained this and they said they'd send a tech out the next day. That day comes and goes, we dont hear from anyone. I call in that evening for a status check and they say a tech came out and said there was a weak signal on that channel to our house and they needed a supervisor to approve something to fix it. I say, ok, when? They say by tomorrow.
Two days go by and nothing. I call in again and ask for the status on my ticket and they say, 'What ticket?'...
"umm, the one for history channel, i'm supposed to have it and it's not coming in, but all my other channels are working". They say they'll have a supervisor look into it and call me back first thing in the morning.
I get a call in the morning saying I don't need to wait for a tech to show up. They've confirmed that the problem isn't just us, it's my whole complex and there's no need for me to wait for them cause the problem is with everyone. I say, Cool, thanks for the info. When's it gonna get fixed? They say they're sending a tech out to look at it that day.
The next day, no history channel. I call back and they say the tech closed the ticket and no info is given. I explain i still dont have service and would like to talk to a supervisor directly. They say one isn't available but they would have one call me and they'll send out a technician to fix the problem.
I hear nothing from anyone and still have no history channel as of last night. It is now Oct 21. I call them back and ask what the status of my ticket is. They say they closed the ticket. A tech came out and confirmed that channel 67 is working. I said, that's great. History channel is on 42 for me. Can I get 42 working? I don't care what's on 67.
At that point my blood started to boil. I asked to talk to a supervisor. The nice lady on the phone said she'd be happy to help with my problem. I said that's great but i'm about to start yelling at someone and I really dont wanna yell at her cause it's not her fault. I wanna yell at a supervisor. She said, well, you'll have to yell at me (she literally said just that).
I said this has been an ongoing issue since the 10th. I want it fixed.
She said, well, up until this point we've been trying to fix 67.
I said, well, is 67 the history channel for me?
She said, No...
I said, well that doesn't fix my problem does it?
She said, I can get a technician out tomorrow.
I said... NO... You will get a technician out today. TODAY. This has been going on since the 10th. I want it fixed NOW. I also want to talk to a supervisor. I want him to call me today and we're going to have a chat about this situation.
She asked me to wait a minute and came back and said a technician would be sent out today and asked me for the best number for a supervisor to call. I gave her my number.
She said, "well, i hope this resolves your problem." in a sort of snarky tone
At that point I pretty much lost it. I told her she might want to inform her supervisor and put it on the notes in the ticket that If i do not hear back from a supervisor today and i get home and that channel still isnt' working I will be at their local office here in Houston first thing in the morning to have a sit-down chat with whoever is in charge and I won't be bringing coffee and donuts for the office.
at that point I hung up.
I hate losing my cool like that but this situation is just off the charts unreasonable. I can't switch to another cable company because my apartment complex has a contract in our lease stating that we can only get service through TVMAX. We found out a few weeks ago though that that contract is up and we'll soon be able to get comcast. I've heard stories about comcast being bad too but I can't imagine them being any worse than TVMAX.
I understand technical difficulties and i would understand if they dropped the channel from the lineup. This is just ignorance layered on top of stupidity with incompetence as a topping. How do companies like this stay in business?
We noticed a few months ago that our History Channel stopped working. I ASSUMED that our cable company must have dropped it from the lineup or something and just kind of let it go at that. It sucked cause I love that channel, but wasn't gonna raise much of a stink over it.
Fast Fwd to Oct 10th. I was wondering about other cable packages that TV Max offered so I went to check out their channel lineup on their website and noticed that they had History Channel listed on the website for my package. I thought that a bit odd but maybe they just didn't update the website. So i called them to find out for sure.
Turns out that I was supposed to be getting the history channel and it just wasn't coming in. They said they'd send a technician out to look into it. My week was looking up. I was gonna get history channel again. I also asked them if they could please pick up the digital converter box of theirs we still had since we didn't need it anymore. (their digital package sucks so we dropped it months ago) They said, sure, no problem since w'ere coming out anyway.
The next day when the tech was supposed to show up comes and goes. Don't show up and don't hear from em. I checked the channel lineup on the TV and that channel still isn't working so I call em to find out what's going on. They said the problem was on their end and they would fix it.
Two or three days go by and nothing. So, I call back just to check the status. They say the ticket is closed and issue resolved. But, I still dont have the channel. I explained this and they said they'd send a tech out the next day. That day comes and goes, we dont hear from anyone. I call in that evening for a status check and they say a tech came out and said there was a weak signal on that channel to our house and they needed a supervisor to approve something to fix it. I say, ok, when? They say by tomorrow.
Two days go by and nothing. I call in again and ask for the status on my ticket and they say, 'What ticket?'...
"umm, the one for history channel, i'm supposed to have it and it's not coming in, but all my other channels are working". They say they'll have a supervisor look into it and call me back first thing in the morning.
I get a call in the morning saying I don't need to wait for a tech to show up. They've confirmed that the problem isn't just us, it's my whole complex and there's no need for me to wait for them cause the problem is with everyone. I say, Cool, thanks for the info. When's it gonna get fixed? They say they're sending a tech out to look at it that day.
The next day, no history channel. I call back and they say the tech closed the ticket and no info is given. I explain i still dont have service and would like to talk to a supervisor directly. They say one isn't available but they would have one call me and they'll send out a technician to fix the problem.
I hear nothing from anyone and still have no history channel as of last night. It is now Oct 21. I call them back and ask what the status of my ticket is. They say they closed the ticket. A tech came out and confirmed that channel 67 is working. I said, that's great. History channel is on 42 for me. Can I get 42 working? I don't care what's on 67.
At that point my blood started to boil. I asked to talk to a supervisor. The nice lady on the phone said she'd be happy to help with my problem. I said that's great but i'm about to start yelling at someone and I really dont wanna yell at her cause it's not her fault. I wanna yell at a supervisor. She said, well, you'll have to yell at me (she literally said just that).
I said this has been an ongoing issue since the 10th. I want it fixed.
She said, well, up until this point we've been trying to fix 67.
I said, well, is 67 the history channel for me?
She said, No...
I said, well that doesn't fix my problem does it?
She said, I can get a technician out tomorrow.
I said... NO... You will get a technician out today. TODAY. This has been going on since the 10th. I want it fixed NOW. I also want to talk to a supervisor. I want him to call me today and we're going to have a chat about this situation.
She asked me to wait a minute and came back and said a technician would be sent out today and asked me for the best number for a supervisor to call. I gave her my number.
She said, "well, i hope this resolves your problem." in a sort of snarky tone
At that point I pretty much lost it. I told her she might want to inform her supervisor and put it on the notes in the ticket that If i do not hear back from a supervisor today and i get home and that channel still isnt' working I will be at their local office here in Houston first thing in the morning to have a sit-down chat with whoever is in charge and I won't be bringing coffee and donuts for the office.
at that point I hung up.
I hate losing my cool like that but this situation is just off the charts unreasonable. I can't switch to another cable company because my apartment complex has a contract in our lease stating that we can only get service through TVMAX. We found out a few weeks ago though that that contract is up and we'll soon be able to get comcast. I've heard stories about comcast being bad too but I can't imagine them being any worse than TVMAX.
I understand technical difficulties and i would understand if they dropped the channel from the lineup. This is just ignorance layered on top of stupidity with incompetence as a topping. How do companies like this stay in business?
I have had the same problems, not just the history channel though, most of my channels. i finally got everything resolved then they come out with this digital cable that is mandatory. So they install the digital cable boxes, NONE of the channels work except for BASIC cable channels. i call them, they give me some kinda codes to put in. It works for about 10 minutes, then it gets all scrambled and cuts out again, I have been arguing with these people for a week now about this new digital crap cable. Meanwhile they are charging me for all these channels im not getting. Im in the same situation you are, they are the only cable company in my complex. They have promised a technician almost every day.
