Adelphia cable service

April 14, 2006

To whom it may concern (which at this point I am convinced is nobody),

This is the second letter I have written regarding what I feel is a combination of the worst cable and customer service in the industry.

I have been a customer for over 2 years. Over the last several months I have had my service disrupted about twice a week. The problem is never the same. Sometimes the picture is pixilating. Sometimes my VOD isn’t working. Sometimes it tells me my channel will be available shortly. It has been one T.V. and all TV’s. Half of the time I don't call in my issues in a hope that they will correct themselves. Even with me not calling in half of the issues I have with my cable service, I still call about once a week and spend any where between 15 and 30 minutes on the phone trouble shooting with a customer service rep. This usually ends with me trying to wedge myself behind my cable box to read the numbers off the back. Unfortunately for me, I happened to be 8 and 9 months pregnant for the worst part of my service problems, so I had the joy of doing this awkward task, balancing on top of a step stool, trying to navigate past my belly. They've sent out a tech twice to check my signal. Nobody seems to know why we've had this many interruptions.

Now, let me take a moment to say that I am an EXTREMLY patient person. I am not the kind of person who is rude to representatives. It takes ALOT for me to write a letter. When I began to get a little frustrated with the repeated problems and I mentioned this to the customer service reps, there was a general disregard. They did their jobs as far as walking me through the trouble shooting but I don't think anybody ever apologized or even seemed concerned that this was the 6th time in 6 weeks that I was calling. It occurred to me that I was paying $100+ a month for something that required me to maintenance it more then I maintenance anything else in my home and nobody seemed to care. I received the same lack of caring from every rep that I spoke to in my last couple of calls.

At this point I decided to write a letter. I sent an E-mail as I am doing now. I got 2 confirmations sent to my E-mail address saying that my letter was received and that I would be contacted within 24 hours regarding my feedback. That was over 6 weeks ago. I was never contacted in any way.

Then, last Friday, I was contacted by a very nice woman who called to see if I was getting the current promo packages. She asked me towards the end of the phone call if I was happy with the service. I paused for a moment and then said yes, everything was fine. I didn’t even want to get into it because I was pretty sure it wasn’t going to matter to anyone anyway since my dissatisfaction doesn’t seem to be a big deal. This woman however sensed that all was not well and actually seemed interested. She listened, looked at my account history and confirmed my run of bad cable service. She was pretty surprised at the lack of customer service that I had received, especially since I had sent a letter that was ignored. She told me that she was going to submit my complaint to be reviewed immediately and that I should be contacted no later then 48 hours. I couldn’t believe that somebody who works for Adelphia actually had training in customer service. I was shocked. In fact, I would be even more shocked to find out that Adelphia even has a customer service department. I know you have 24 hour tech support. I've confirmed that personally about 15 times.

Unfortunately, I am writing this letter because of course, 48 hours have come and gone and (surprise) nobody has contacted me.

At this point my husband and I are looking into Direct TV. I'm told that bad weather can cause service disruptions (but that would be different from Adelphia service how??).

I was told by several of the reps I talked to that my poor cable service was highly irregular. Now I suppose this complete lack of customer service is also highly irregular. Lucky me.

If retention is at all important to this company, you defiantly need to get your act together. I have never felt so under valued by any service provider. I was disappointed at first. Now I am absolutely livid. I intend to tell every person I know about the special treatment they can expect to receive from Adelphia.

Abigail Jimenez

818-438-0933