So I went with ebox because the reviews were generally good. Initially I half filled out the form online just to see the total costs and shortly after I get a call asking me if I had any questions because they saw that I had filled out the form but didn't submit. Strike one, there's nothing I hate more than phone calls that don't need to happen. I got another phone call a day after asking the same thing, I still didn't have any questions that couldn't be answered by a google search.
Fast forward and I sign up. I select to pick up a modem at the store. I also select that I would prefer a weekend installation. I get an invoice afterwards and a note saying that they would get back to me with an installation date within 4~11 days. This was odd. Usually I would be able to schedule a date at purchase. I email them asking if they could change a weekend installation to the soonest one available and I get a clipped response saying "We have already sent out the request to our provider and changing your availabilities would mean that we need to resend a request which restarts the delays." Fine, I'll accept that since I was the one who specified weekends only.
Fast forward to a week later and I haven't been contacted at all about when I can pick my modem up or when the installation date is. I call them on a Friday and the woman tells me that they have it scheduled for Tuesday.
1. I feel like that's something I should have been told when it was decided.
2. Why tell me that you can't change availabilities and then schedule me for a weekday installation anyway?
3. After the guy came in and installed the cable, he asked if I didn't have a modem yet and I said no. Why wasn't I told at any point that I could pick up the modem at the store?
I'm willing to give the benefit of the doubt and say that I should have just assumed that I could go to the store to pick up the modem since that was the option I selected but at no point was I told that I could go at any time. I'm also willing to accept that this is just the way things are done and that I'm being unreasonable but the impression I got from the 2 phone calls asking me if I needed additional assistance was that the customer service would be the saving grace of this whole decision to go with ebox over all the other options.
This isn't even about the service because I just got it installed this morning and had to go to work after. This is able the small communication break downs that lead to customers wondering if they made the right decision to go with one company over another and so far, there is room for improvement.
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