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|  petey_
join:2003-06-14
Fairdale, KY
| Re: [Other] Why Is Customer Service So Difficult I had a similar issue recently too. Insight said they fixed the issue on my DVR box not connecting and they canceled the appointment. I waited around all day and they never showed. I called back in and they setup the appointment again. They were late but they showed up and it ended up being something stupid they could have fixed over the phone. Apparently someone typo'd my DVRs information and they had it placed into their inventory and not out at my house. | |
| 
David 56
@insightbb.com
| Unless communication is one to one there is always the possibility and the likelyhood of mis-communication between people. We here in the Jasper Insight office take pride in trying to give our customers excellent and timely customer care. It is obvious that did not happen in this case. We want to make it right; please let me be the first to offer a personal and sincere apology for how you were treated. I am the local manager here and would like to discuss this with you one-to-one. | |
| | | | | Singular
Premium
join:2008-08-13
Shelbyville, KY
1 edit | said by Matt_31  :David or whomever you are. You dont send me a msg or anyway for me to contact you. Just say you would like to talk to me. HOW? Read the post again they WONT let me talk to the local office! So today after having the exact same issues like others are and seeing its been more then a couple days The problem from this post » [DVR] DVRI call the number in asking if there is some ETA on getting this fixed (as I can understand it can be outta your hands) but I get told there is no problems. I would need to contact my local office. I nicely explained to her the problem. She still said I need to contact my local office as they are weekend help.. I also explained to her my issue in trying to talk to the local office. There wasnt much she could do (which I understand). So I sit here with 2 DVR boxes that work terrible that I cant get my cable company to do something about, let alone anyone to talk to. Also now my cable service isnt working like it should. I am a bit skeptical about the guy that contacted you but I do agree with the problems your having here. It has been getting worse lately with the guide not showing whether it is a new or repeat and my hard drive keeps filling up with recordings and I have to go through and delete all of them. I would be ok with the issue if I could connect an external hard drive but Insight does not allow that either, it just frustrates me so much. The problem with these boxes are, the more things they have on the hard drive the worse they operate. So don't think your the only one alone in this issue, and the issue with customer service as well. Anytime I ever have a problem its always send a guy out to check the signal levels which I told them were fine over the phone, I can check them myself with the Broadband Modem and the Cable Box, and they either say well everything is good here not sure what is wrong, or I can't fix it I will have to send someone else. The other thing that always annoys me so much is... "They will show up between 8 and 12 today, then they show up at 3." No one calls, I just have to wait. So I feel your frustration, and I wish they would actually listen to what their customers are saying and do something about it.
I hope Mr Willner has a chance to read my post here and may be able to help or make some suggestions. I would love to see that feature added, and these problems fixed. | |
| | | 
IGGY
No Guru Just Here To Help
Premium,MVM
join:2001-03-30
Chatham, IL
| I just posted a reply in the thread linked above. Unfortunately this may not be an Insight specific issue. Many of these problems have been known & reported for various DVR models. Depending on your point of view the blame can be passed around. To me it seems the cable companies would save money & reduce employee hours troubleshooting either by forcing the manufacturer to address the problems or by purchasing units from someone other than Motorola. Then again I think the competition has had their own issues.
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