‘Sinister’ service from Flow cablehttp://www.trinidadexpress.com/letters/ ... 04061.html‘Sinister’ service from Flow cable
Story Created: Jun 28, 2013 at 8:55 PM ECT
Story Updated: Jun 28, 2013 at 11:32 PM ECT
I wish to highlight, on behalf of myself and thousands of customers, the sinister organisation called Flow. Since they expanded their service from cable television to include voice and Internet, the quality of the service dropped from average to extremely poor.
Outages are too numerous and the quality of the signal on many channels is very poor—a tell-tale sign of poor or non-existent preventative maintenance. Reports made online via e-mail or telephone calls are to no avail or tantamount to futile.
I deem the organisation sinister deliberately. Examine the following points:
1. It takes regularly up to 15 minutes to get through to 223-FLOW. You either get a busy tone or a pre-recorded message that all circuits are busy. The company has grown but it seems the greedy management does not want to invest in a new PBX system.
2. When you do get through to the automated menu and select to speak to a customer service agent, it regularly takes 30-60 minutes to actually speak to someone. I guess the strategy employed by management is to frustrate the customers into submission.
3. Ironically, if you select to speak to a sales agent, the calls are answered almost instantly each time. It is clear where their priority is.
4. But the really criminal act is that while you are on hold, waiting to speak to a customer service agent, you are being billed and Flow’s voice service is making a mint. Another one of management’s diabolical schemes.
It is clear the management of Flow are clearly focused only on making money. It is a business and hence they should. But they are providing a service. The contract is for Flow to provide a service with some minimum level of quality and reliability, and the customers pay monthly for this service.
Flow’s greedy management invested in a state-of-the-art billing system to ensure arrears and late payment are tallied and applied to customers promptly. I believe they should also invest in modern hardware, more preventative maintenance and more service and repair staff.
Hence, I am imploring you all to please publish this so as to highlight this injustice.
BF Mohamed
via e-mail