okaishi (okaishi) wrote in bad_service,
okaishi
okaishi
bad_service

Aliant...how I loathe thee...

My fiance brought this up yesterday and I thought it would be a good story for here.

So, Aliant highspeed internet...as far as I can remember, there have always been two ways you can get this hooked up. You can get a tech to come to your house with all the equipment and hook it up for you, or if you've already got phoneline access you can get them to send you the package and you can hook it up yourself. The tech charges a fee, so a lot of people will at least attempt to do it themselves.

I've chosen the "hook it up yourself" method several times now...I did it when I lived with my parents, I did it when I moved out with my best friends, I did it when I moved in with my now-fiance. There has never been an issue with it.

Until I moved to a different town for work. This isn't a major move, seriously...it's an hour's drive from where I used to live.

So I go to Aliant one day and say I want to hook up internet it my new place. She says okay, and starts filling out the forms. Midway through she asks me when I'd like my appointment for. I say, oh no, I'll just do it myself. Just send me the package.

This is where it starts to get annoying. She tells me that, sorry, we have to send a tech. Okay, why? She gives me absolutely no explaination other than the computer is telling her that for my address they have to send a tech. I tell her I would understand that if I didn't have phonelines or something, but I do, so why would it be any different than any other place I've lived? Also, I know it's not a matter of a certain type of lines being run or something because I live in a duplex and the guy on the other side has highspeed internet.

I promise I wasn't being a sucky customer, but I did try very hard to reason with her. I asked if appointments are availiable on the weekends. Nope, she said, only Monday through Friday between 8 and 4 (and they're all-day appointments, meaning you aren't given a time and have to sit there and wait ALL DAY hoping someone will eventually show up). Those happen to be the exact hours I work. I explained that to her.

At this point she was starting to get snobby. She told me that I'd "just have to take a day off". Now I was starting to get pissed but I still stayed as calm as I could and told her that I'd just STARTED the job two weeks ago and there was no way they were going to give me a day off already.

"Just tell them it's an emergency."

At this point I had to storm out before I said anything I'd regret. I didn't get my internet.

But the story gets more annoying.

I waited FOUR MONTHS without internet until my fiance joined me at our new house (he'd been finishing up a course where we used to live and we agreed it was stupid for him to travel 2 hours a day). Since he wasn't working yet, we scheduled the tech to come set up our internet.

On the day the tech was to come, I came home from work to find my fiance positively FUMING. Long story short? The tech had ABSOLUTELY NO IDEA what he was doing. He had plugged in the modem and stared at my computer for almost an hour before my fiance had come over, pushed him out of the way, and set up the internet for him. The tech himself had admitted that he didn't know how to hook up wireless internet (I have a laptop) and obviously my fiance did, so he didn't know why we didn't just order the do-it-yourself package.

End of the story? I called up Aliant and politely requested they cancel my tech installation fee. When asked why I told them the tech hadn't done a damn thing and my fiance had ultimately hooked it up himself. Guess what she asked? "Why didn't you just get the do-it-yourself package?"

We did get the fee overturned, but by the end of it I was restraining myself not to go back and strangle the woman who forced me to get a tech.
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