SUBJECT: COMPREHENSIVE SUDDENLINK REVIEW October 27, 2013 I have had both SUDDENLINK and DIRECTV. Both are sharp! I. SUDDENLINKS PROGRAMS: I switched to SUDDENLINK in order: (1) To obtain the ACCESS HUMBOLDT local channels: 10, 11, 12, which show Humboldt County Board of Supervisors and Eureka, Arcata, and Fortuna City Council meetings live. (2) To support the local economy and Humboldt County employment opportunities. (3) To obtain EPIX Premium Movie channel free, as a VIP (i.e., bundled cable, internet, telephone) customer. (4) To obtain channel 8 --- the cultural Classic ARTS Showcase channel, which is free to SUDDENLINK and to its customers. II. SUDDENLINKS INSTALLATION, ON-LINE CHAT, 800 SERVICES: (1) Mrs. Wendy Purnell, Director of Operations for Humboldt County is outstanding. When the situation(s) arose, we were in constant touch by telephone, e-mail, and in-person representation of her personnel in my home. (2) Mr. Casey Kelly, Broadband Technician and Installation Supervisor, resolved a TO/FROM residence transfer problem AFTER-HOURS ON THE WEEKEND. (As it turned out, I had been without land-line, cellphone, cable, and internet service despite the scheduled TO/FROM move order appointment.) (3) As a result, Casey dispatched very competent installers Brian and Jake after-hours and on the weekend to efficiently install same, as noted. Daniel came out on Monday to run the final telephone extension to the bedroom. III. SUDDENLINKS BILLING: With all due respect, as much as I like AT&T, who had given me great service and discounts for literally decades in different states at various residences, SUDDENLINKS bill is much easier to read and comprehend, and it is much shorter! (AT&T is so huge and diverse, it has become encumbered, and you get transferred endlessly from one department to another!) Also, 800 calls to Billing have always resolved promised installation charge waivers to my benefit! 800 personnel in Lubbock, Texas have thus and otherwise always been extremely cordial and effective, including Technical Support. IV. CONSTRUCTIVE OBSERVATIONS: 1. As mentioned, the recent FROM/TO installation appointment date was botched by 800 personnel. REASON: Wrong cell phone number. Then, why not call me on the land-line number? However, Casey Kelly, Supervisor, corrected the matter when I called his number, from his business card, late on a Saturday afternoon. 2. As a former Management Consultant and Industrial Engineer, I strongly recommend that installers have a CHECKLIST of items to follow, including instructions about, say, VOICEMAIL; how to activate the on-screen Channel Program Schedule; and a copy of the completed CHECKLIST should be given to the customer. 3. Also, ALL devices, including not only the telephones, cable, internet, but also the customers hooked-up DVD and VCR, etc., should be TESTED BY THE INSTALLER BEFORE LEAVING. Realize how vital this is, considering the unfortunate (euphemism for unprofessional or incompetent) recent Dry Run, Wet Run, Problem Correction fiasco with the valuable AFFORDABLE HEALTH CARE ACT. Coincidently, a similar failure to test occurred after PGE performed an excellent gas Safety Check in my new residence, but did not TEST THE THERMOSTAT AS THE FINAL ITEM ON A PROPOSED CHECKLIST! The otherwise excellent and very competent repairman indeed had to make a second trip! (He was so thorough, he removed the bulky cast iron fixture from the gas wall heater and washed it in my sink, after ridding the unit of the yellow flame, which indicates Carbon Monoxide, tasteless, colorless, odorless CO2, burning!) 4. Thus, the installers and repair personnel, who are technical in nature, should also be CUSTOMER-SERVICE ORIENTED, as noted above in 2. and 3. --- rather than be in a hurry or rush to go to the next appointment. 5. To be candid, while SUDDENLINKS local Humboldt County installers and repair personnel have been exemplary, I had TERRIBLE SERVICE on two prior reported occasions, with installers contracted from Redding. 6. Finally, although I am getting accustomed to it because no irregularities have occurred with it, I was taken aback that installers, whether SUDDENLINKS, AT&Ts (I think I remember correctly), or another local company, asked customers to sign their hand-held Work Performed device verification, WITHOUT giving the customer a copy of what he/she is signing? Upon questioning, however, the installer screened up and showed me the contents of the verification. In conclusion, for all the reasons given above I highly recommend SUDDENLINK Operations, Installation, Repair, Technical Support, Billing, and 800 Customer Service. I now realize I forgot to mention the $115.00 bundled price with FREE EPIX Premium movies is very affordable! I recommend the ARTFORM IN ITSELF movie Not Fade Away (2012), a coming-of-age film that takes place between 1960 - 1968, when Bobby Dylan and the country were coming of age, personally and collectively; it is James Gandolfinis highly touted last film. The Renaissance period Beatles, Rolling Stones, et al music is excellent.
Posted on: Sun, 27 Oct 2013 18:28:54 +0000
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