Exede Internet
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TERRIBLE Customer Service
This is the letter I wrote to the Vice President, Customer Service at Exede: I have internet service at my cottage through Exede. Frankly, you weren’t my first choice because of reviews. You were my only choice. This is a rental property which is very high end, so when my renters come they expect at least minimally working internet. I always warn them that it is slow because they are in “northern Michigan”. This weekend we had new renters in for the week. On Sunday they called to say there was no internet service. My property manager went over and did all the basic things (unplugging the modem, unplugging the router, hoping things would reset) and nothing worked. So she called customer service and was told the first available appointment to repair it (they checked the line and said it hasn’t worked since February) was today – three days. They gave her a window of 11:00 – 2:00 p.m. when the service provider would arrive. My renters were unwilling to be tied to the cottage, so I had my cleaning lady come at $50 per hour to wait for your repair guy. Excede (Jordan) called and left a message on Monday to confirm the appointment. I called back and left a voicemail (no one answered) confirming it. I then took the step of calling again the day before the appointment and got someone who confirmed the date and the time, and even said it might be earlier than 11:00. At noon today, I got a call saying that the tech’s first installation was “running slow”. I explained my situation with my cleaning lady sitting there at $50 per hour waiting for them. She said there was nothing she could do. I called them a few minutes ago at 1:50 p.m. and got the same woman on the phone who was very abrupt and rude (the reason for this letter). I again explained the problem and she said, “Well, there is nothing I can do.” And I said that the answer was unacceptable. I was keeping my end of things and having something sitting there at $50 per hour so they could come and repair this system. She made a phone call and said, “He’s still having problems and it’s going to be another two hours or more.” I said, “You have to be able to do something” and asked to speak to someone else. She told me, “I can transfer you but she is going to tell you the same thing.” I said, “Transfer me.” She then came on and said, “She’s on the phone” and I told her I’d wait. And she HUNG UP ON ME. This whole scenario is wrong on so many levels. To have an expectation that your customers have nothing better to do than wait for your service people all day is ridiculous. To then have so little regard for what we as customers have to do in order to be present when your service people finally decide to show up is worse. But to be hung up on by your customer service people is 100% unacceptable. You put multiple times on your phone holds that you record these conversations. I encourage you to listen to the ones I had today. They should be embarrassing to you. I recognize you are in Colorado and northern Michigan customers are probably low on your totem pole, but intend to write every possible bad review I can about the level of customer service I received. I