Brighthouse's on time guarantee is not really a guarantee if you are downgrading their shitty service

Brighthouse's on time guarantee is not really a guarantee if you are downgrading their shitty service


I wanted to downgrade my service from brighouse because these A-holes keep raising my rates without notification. Because they messed up my insulation when they tried to run a cable line in my attic and because they made a hole on my AC duct and tried to blame it on me.

I made my appointment for early in the morning with a 8 - 10 window. 2 hours later and no technician in site i call to find out where is this technician and after 20 minutes on the phone later they say he is on his way. With a smile on my face i asked for my $20 dollar credit from their on time guarantee. They wasted 21/2 hours of my life at least i'm getting 20 dollars right?

The rep responded that their on time guarantee only applies for people that are upgrading their service not downgrading. So after incident after incident brighthouse has managed to make me hate them just a bit more..

here is a copy of their on time guarantee.. they should add a little disclaimer and say *if you are downgrading our service you are screwed...

PS: thankfully they are now offering U-Verse in my area..


http://support.brighthouse.com/Article/Schedule-Home-Visit-Technician-On-Time-6448

On-Time Guarantee

Bright House Networks offers an on-time guarantee that a technician will arrive within the time frame scheduled for your appointment.

If a Bright House Networks technician is late or misses a scheduled service call because of an error by Bright House Networks, a $20 credit is issued to you.

If a Bright House Networks technician is late or misses a scheduled appointment for an installation or upgrade because of an error by Bright House Networks, the installation that was scheduled is free.

here is their response to my nicely worded email


Thursday, May 6, 2010


Dear Fernando,


Thank you for your email regarding your Bright House Networks service.

The work order scheduled for April 13th, 2010 was scheduled for 8:00 a.m - 10:00 a.m. for the pickup and wiring change in service.

On each of our service vehicles we do have a GPS tracking unit which gives us the ability to provide a accurate estimated time of arrival for each one of our technicians and the locations. It also times stamps our work orders with the arrival time of the each of our technicians to each job that they go to. The work order was time stamped with an arrival time of 9:53 a.m. which is the arrival window you were given.

Since the technician did arrive within the window as scheduled and promised with you, the On Time Guarantee would not apply.

If you have any further questions or concerns please do not hesitate to contact us by replying to this email. Or, if you prefer, call us anytime at 877-892-EASY (3279) or chat with us online using Live CHAT. Thank you for contacting Bright House Networks.




Sincerely,

Nick
eCare Specialist

The Bright House Networks Customer Care Team

Central Florida Division