Friday we had a power outage in our area and when our section came back up, where was no Internet service. I waited about 30 minutes, nothing, and then decided to call. I dialed the number that I have on speed dial for local situations and now it's routed to India. After 4 attempts, different calls, to tell them that I had verified with many neighbors on the same leg that we were all out, they kept insisting that it was my gear. After one full trouble shooting round and them saying that they could not access my equipment, it was my router that was the problem. Nope, I told them, it was their modem if anything. So a tech visit was set up for three days from then. I said absolutely not, I needed the service that was just fine before the power went out to come back. Obviously it was on their end, but India just wouldn't admit it. So I called several more times just to get them to file an area outage report and no luck. The last call I asked for American tech support and was told that I would have to call another number. I asked for it and they didn't have it. I took the 2 minute surveys at the ends of the calls and basically marked the calls as worthless.
So since they didn't have an escalation/stateside number, I then called the what I thought was going to be the local office were my ES Rep was and it to was routed to India. I finally got a woman that was able to file the report after wanting to blame my gear again and in a "stern", nearly screaming voice convinced her that it was the whole area and not just me.
So am I to believe that there is no more "American" support that knows what they are doing?!! Not that they ever will. What happened to this new push for better customer service?
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