Internet Service Providers - Juno poor customer service, poor tech support

Complaints.com received the following e-message on August 5, 2001:

From:

RE: Juno

Dear Complaints dot com,

I'm sending you this complaint because of my extreme frustration with my failed attempts to file a complaint with Juno online services. I used the Juno free service since 1997. About a year ago I upgraded to Juno Gold. Recently I requested Juno Web and was sent a disk in the mail. At some point after requesting the disk and installing it I lost the bank card I was using for my Juno payments, reported it to the bank, and requested a new one. I didn't contact Juno because I knew my new card and number would be in within the week so I could change my payment information then.

Exactly two days after I reported the card missing Juno automatically reverted me back to free status, no warnings or questions. I am a full time doctoral student and was taking two online classes at the time so this new status really hurt. I couldn't get into my classes.

Of course I thought I would call the support line and straighten it out. Everyday I tried to contact Juno. I sent a total of 11e-mails to every department listed in the Juno help site. I called every phone number listed. I recieved only automated e-mail replies and phone recordings. Each message explained that I couldn't have any live support because I was a "free" customer. I have tried everything I know to reach them to no avail.

I probably would've stayed with Juno had anyone replied to my cries for help.

My inability to get online for the past two weeks has been a nightmare. I refuse to reorder from Juno due to the absolutely wretched tech support practices. Even if I should have contacted them regarding the cancellation of my one and only card there is no excuse for them treating the "free" customers so poorly. There is just no recourse for those of us who fall into the "other" category. The only way I could speak with a live person is to reorder and that's just not going to happen in this lifetime.

Lisa Carwie