Review by pcsupportguy 
member for 1.3 years, 6 visits, last login: 1.2 years ago
updated 1.3 years ago
 Turlock,Stanislaus,CA
 Contract price not specified.  "Low Cost; Quick Setup" "NO SUPPORT, NO US CONTACT PEOPLE, NO COOPERATION, NO SHAME" "This company has really fallen from grace! STAY AWAY! AVOID! AVOID!"
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(ratings well below consensus)
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I used to recommend DSLExtreme to everyone I knew in the early half of 2001. I had heard great things about their customer support team and quick response. When I needed to change DSL service in 2011, I chose DSLExtreme for the warm fuzzies they gave me back when I used to recommend them to others. A good rep goes a long way with a Network Technician, but the nostalgia for me is now long gone! The setup was quick and painless, but the rest of the ordeal was painfully unbearable. It began with low speeds 520Kbps on a 1.5Mbps plan. When it rained the service would go out every ten minutes and sometimes longer. I called, they generated a ticket. A week later I called again, they generated another ticket. Three days later I called again. They generated another ticket. A day later I called the phone company to check the lines. They came out in the morning. "All is good on our end.". I emailed DSLExteme Support, they generated yet another ticket. After a week I finally called again and would not let them off of the line until I got someone who could help. "I am so sorry sir, but you will have to be downgraded to a lower service plan. We cannot fix the problem."
"I signed up for the higher plan, because that is what suits my needs, can't you fix the issue."
"No sir, we will need to downgrade you."
"Well then I need to go with someone else, I need the connection that I signed up for."
"Fine, but you will be charged a $250.00 Early Termination Fee."
"You can't give me the advertised speed, you want me to voluntarily sign for a lower contract speed or pay the ETF."
"Downgrading is part of our troubleshooting procedure sir."
NOW IT WAS GETTING RIDICULOUS!
I had never heard of such mediocre troubleshooting procedures in all of my days. If anyone tried this in my company, they would be collecting their last check.
"Okay" I replied politely "Can you have someone in a US based office contact me please."
"Why sir?"
"Because I wish to speak to someone in the US or Corporate"
"But I need to know the reason sir."
YADA YADA YADA. We went in circles for five minutes before I finally ended the loop by saying:
"Have someone in the US call me. Have a nice day." and hung up on the guy.
THREE WEEKS WENT BY AND NOTHING.
I called again...and again....and again...and again...and so on and so forth.
FINALLY WELL OVER A MONTH AFTER MY INITIAL COMPLAINT, 10 generated issue tickets and absolutely no action taken to rectify the matter that was not my own. I CANCELLED MY SERVICE USING THE ONLINE CANCELLATION METHOD. STATING THAT I WOULD LIKE THE ETF WAIVED FOR LACK OF SERVICE. Then they came to life. A rep called me two hours after my cancellation to say "Sir I was calling to follow up on your complaints, but I see here that you are cancelling your service, so we will have to charge you the early termination fee of $250.00."
THE WORST SERVICE OF MY ENTIRE LIFE AND I CANNOT RECOMMEND THEM TO ANOTHER LIVING SOUL. You have ruined my image of your company DSLExtreme. You need to bring back the good old days if you want to keep your customer base. MAKE IT RIGHT WAIVE MY ETF FEES.
2/15/2012 UPDATE: dslx_nick took care of me. After several calls and upsetting circular conversations the matter was handled in just a few short days by this rep. I appreciated his courteous and timely response and hope that he will continue to help others stuck in the 'loop'. But to DSLExtreme I hope that you (as a company) might eventually see that good customer service on the front end might pay off a tad better than putting out fires at the back end. Special thanks also to dslreports.com...sites like this are golden in my book.
Comments:
  dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | DSL Extreme "If anyone tried this in my company, they would be collecting their last check." I have to say that I concur; if your report is accurate, this was grossly mishandled and I do apologize. Would you mind IM'ing me your details so that I might investigate? | |
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1 edit | Re: DSL Extreme I would love to send you my details Nick, but are you a US based rep? Besides, I have never used the IM function on this site. Might you initiate the process? | |
| | | dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | Re: DSL Extreme Indeed, I'm in SoCal. Got your IM, thanks. | |
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Reviews:
 ·DSL EXTREME
3 edits | Tis mildly/morbidly therapeutic to know I'm not alone(still) Reading this it is like déjà vu, all over again .... 
They pulled VERY similar shenanigans with me, (and so many others I see!) and forced me to bust a Hulk and get on here (after doing my homework) finally after several weeks of absolute heck with their 'service' which sounded QUITE like the 'service' (er- screwing is more like it) that you got, regrettably, and veritably here I had to rip them a new one. I don't like when I get that way, I really don't and am actually somewhat embarrassed at how mad they made (and still make) me, but it was 100% me and I don't hold back when people try to screw me and my family over, no, I fight back. How many elderly folk that have had DSLE for years, and then have problems lately, how many know to come on here?? Or any other non-interent savvy users? Fact is, many DON'T. To HAVE to come on here to get helped for real, I mean COME ON... Shame on you DSLE! Burn your customers, and it will haunt you ... | |
| | Reviews:
·DSL EXTREME
| Re: Tis mildly/morbidly therapeutic to know I'm not alone(still) Sad to hear this. They used to be a very reputable and reliable US based ISP. I used to refer new customers to them on a regular basis solely based on my mutual appreciation for their mission. It is sad to watch a good company be brought to this by those who represent them. I am not quite sure what level of control they have over their customer service and billing departments, but I hope that they rectify the matter for their own sake. | |
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