So I decided to document my issues with respect to service reliability of my cable TV providers. I emailed the owner/manager and then hand delivered a hard copy to her office. Within one hour of my dropping off the hard copy, I received an email from her. I’ve decided to post my letter to Logic One Ltd. and their response. Here you go:
On Friday November 9 2012, I lost service at my residence. It resumed sometime on Monday November 12. I reported the loss of service via telephone on the evening of the 9th to a Customer Service agent named Trudy-Ann. I felt as if I was a bother to Trudy-Ann. She sighed at my questions and was unable to give a clear answer as to what was happening in the area. She suggested that it was perhaps due to a power cut. I spoke with Mrs.Levy on Saturday the 10th. Mrs. Levy was extremely polite and apologetic. To this day I am still not clear what caused the loss of service. I was told that the lines were cut. Then I got a voice mail on my mobile phone confirming this. Then I was told by Mrs. Levy that Hurricane Sandy damaged the fibre optic cables.
On Saturday November 17 2012 I once again lost service at my residence at about 1:00pm. I reported the incident by telephone immediately to Mrs. Levy. She suggested that it was perhaps due to a power cut on the line. She promised to call me back at 3:00pm that afternoon to confirm if service had been restored. I did not get this call. Today is Monday November 19 and I still have no cable TV. I spoke with a Customer Service agent, Zoe, who acknowledged that a team was just sent to the area. This is disturbing to me: 48 hours after loss of service, a technical team is just being dispatched.
Please advise/confirm the following:
1. My bill for November will not include the days that I was unable to enjoy the service that I pay for: this stands at 5 days as at time of writing.
2. What is the procedure for reporting emergencies outside of regular working hours? I am not always able to get the mailbox having dialed the Logic One number.
3. How do I know for sure that my complaint has been noted outside of regular office hours?
4. What is Logic 1’s agreement with its customers in terms of response time and resolution time when complaints are lodged?
5. What was the real reason for loss of service Nov 9-12 and for Nov 17 until now?
I await your feedback.
LOGIC ONE’S RESPONSE
Afternoon Ms. McIntosh,
Let me first apologise for the numerous interruptions in service due to damage sustained to our external plant as a result of Hurricane Sandy. Although the damage was not devastating, down trees caused breaks and stress fractures to our wires some of which were easily repairable whilst others were not.
As it relates to Nov 9-12th, we assumed it was a power outage after we discovered there was not power at our device, only to discover that our main wires ( both fiber and coax) had been cut, this took us the better part of all day of the 12th to locate and repair the damage. The Nov. 17th complaint was due to someone cutting trees and chopping our main wire again and repairs were once again effected on the 19th. Mrs Levy advised me that a call was placed to you last night, at which time you confirmed service had been restored.
Emergency calls are received by our in house voice-mail. Once a complaint is made in the week it will be addressed the following day and a call must be returned to the subscriber acknowledging complaint. On the weekends, the voicemail is checked remotely and calls returned to subscribers to either try and assist or if it is an area problem a team will be dispatched; however it is very important that you leave you name address and phone number in order for us to contact you, as this is normally omitted.
Complaints are normally repaired within 3-5 days depending on the nature of the complaint and subscribers availability.
Based on the number of days lost in October and now November we have decided to waive November fees, based on the fact you already paid for October and $2 towards November, this would easier than to re-calculating.
Whilst preparing my response a copy of your email was hand delivered.
If you have any further questions please do not hesitate to contact me or Mrs Levy.
MY RESPONSE TO LOGIC ONE LTD.
Dear Mrs. Francis:
I appreciate your reply. Thanks for the explanations and the apology.
Re: your SLA of repairs to be effected within 3-5 days, I am humbly requesting that you revisit the lower limit and challenge your operation to respond within at least 36 hours. Track it too, and use this metric to challenge your team to be the very best providers to your Customer base.