Me: "Enter the password you use to enter the computer. Not your email password."
User: "The one I use for my email?"
Me: "No, the one you use for your computer."
User: "Its not working... I'm using the one I use for my email, right?"
Me: "Use the one that you use to log into the computer... not your email password."
User: "Its still not working."
Me: "Which password are you using?"
User: "The one for my email."
CABLEVISION DECIDES AFTER TWO YEARS THAT I OWE THEM MONEY AND LOSES A CUSTOMER
I was a cablevision customer until November 2010, at which point I switched to FIOS. I made the decision to switch because I saw the difference in quality of service between the two. Seeing my friends who have FIOS hitting the guide button and not having to wait forever for it to load and seeing them use a guide that didn't look like dated and poorly made convinced me that it was time to switch. For years, Cablevision's Optimum service was the only game in town and finally, I had a choice. I switched in November 2010 to FIOS and never wanted to look back. When I switched, I moved my phone number over and my account was automatically canceled when the switch happened. I still had the Cablevision equipment, so I took it to the Cablevision customer service center to return it. I was given my final bill there and paid it on the spot with one of the representatives. Fast forward almost two years...
I moved to an area which does not yet have Verizon FIOS service, so my options were either to downgrade significantly in internet speeds, or to sign up with Optimum. I called Cablevision and they installed my services. I received my second bill the other day from them, and found that it included a charge of $41.71 which was labeled as a "transfer fee". I had no idea what this was, so I called them to verify. The representative on the phone claimed that it was transferred from my old account at my previous location. They claim I owed them this money for two years. In the two years that I have had service at this address from FIOS, I never received one bill regarding this. NOT A SINGLE BILL IN TWO YEARS. No phone call from Cablevision(who knew my phone number because I had transferred it from them to Verizon). One would think that if I owed them money for the past two years, they would have made some effort to collect on it.
So I explained all this to the rep I was speaking with and was met with apathy, nastiness and suspicious accusations. I told the woman that I made the payment at the local Cablevision store when I returned all the equipment and she stated that I needed proof. Now, maybe I'm at fault here, but after not getting any bills from Cablevision, I assumed we were squared away and that my business with them was done. I did not keep the receipts that I received from them two years ago. The representative told me that I would have to provide the receipts in order for them to remove the charge. I decided that, on principle, I was going to disconnect. I asked the nasty woman I was speaking to to transfer me to the disconnect department. She said ok, but instead of transferring me to the disconnect department, transferred me back into the regular customer service queue. I didn't even realize until after I was on hold for 15 minutes. I spent 15 minutes holding for the wrong department. The rep I got after holding transferred me to the disconnect department. The gentleman on the other line, predictably, tried to convince me not to disconnect. I explained to him why I wanted to disconnect my service and he offered to give me a $20 credit. Now, this is not about the money at this point. Its about the fact that Cablevision is calling me a liar and is attempting to take money from me. The disconnect rep is basically offering me to only steal $21 from me. What a great guy! I advised him that the only reason I was with Cablevision was because FIOS was not available in my area. His response was priceless... he said, "Do you think FIOS wouldn't do things like this to their customers?" Now, first of all... that statement stops just short of admitting guilt on their part. What are you doing to your customers that you claim FIOS does too? Second of all, I had FIOS and their service was far superior to Cablevision's. But most of all, it showed me how little Cablevision cares about it's customers. Over $41, you are willing to lose a customer that would have paid on time every month for the foreseeable future. Over $41, you are willing to lose the word of mouth positive advertising and exchange it for negative publicity. All this over $41 that I NEVER EVEN OWED YOU! You made absolutely no attempt to collect it in two years and suddenly, when I sign up for your service, you greet me with this charge. I realize that I will still be billed for that charge(which I will fight... I will go to my bank this weekend and get the statements from 2010 to prove I paid this). I realize that I will be trading my high speed internet for speeds that don't come close... But on principle, I will not do business with a company that calls me a liar and that handles losing a customer with a shrug and a "who cares" attitude. Even if I did owe them $41(which, again... I don't), I would think that it would be worth it for them to forget about it and move forward with a happy customer. I guess not. Cablevision was the only game in town for so long, that they don't feel the need to make their customers happy. They don't feel the need to update their technology(they've had the same shitty guide for as long as I can remember) or to provide quality service. I am anxiously awaiting the day when they are swallowed up by the competition. As of October 15th, I will no longer be a Cablevision customer. So thanks for nothing Cablevision. It took you two months to lose a customer... that's got to be some kind of record.