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Old 08-07-2008, 01:40 PM   #1 (permalink)
pow!
 
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Location: NorCal
ISP tried to rip me off - who should I complain to?

Edge Teleserives sells AT&T DSL.

Long story short, they offered me double the speed of my current provider for $30/month PLUS a $100 gift card PLUS a new modem/router - OR -
my current speed for $25/month PLUS the $100 and router.

Great! Sign me up.

After I hooked up the router, I discovered that I had the same speed as before. Turns out, they couldn't actually offer that speed in my neighborhood, so they signed me up to the cheaper plan. BUT they would only give me the gift card if I paid $35 / month.

As for the "free" router, it was free after a rebate. There was no information about a rebate, and I've been told two totally different stories about how to get the rebate.

When I explained that I was fine with the slower speed package, but I wanted the price and giftcard they originally offered me, Edge Teleservices basically told me to STFU.

Sooo... to whom should I bitch? The FCC? Should I file a small claims court action? Who's in charge here?
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Old 08-07-2008, 01:42 PM   #2 (permalink)
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I'd contact your local Better Business Bureau.

Start With Trust -- Start With BBB

You can log a complaint, and with any luck the pressure will cause them to rectify the situation.
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Old 08-07-2008, 01:50 PM   #3 (permalink)
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Quote:
Originally Posted by Jinn View Post
I'd contact your local Better Business Bureau.

Start With Trust -- Start With BBB

You can log a complaint, and with any luck the pressure will cause them to rectify the situation.
after that... Office of the Attorney General - California Department of Justice

and dig about The Consumerist: Shoppers Bite Back
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Old 08-07-2008, 03:38 PM   #4 (permalink)
pow!
 
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Location: NorCal
Thanks. I've filed with the Atty General and BBB, and I sent a tip to consumerist.
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Old 08-07-2008, 05:28 PM   #5 (permalink)
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Clavus, if you really want results, check out Consumerist's tips on carpetbombing corporations. A well-written, emotion-free letter (or email) can often work wonders.
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Old 08-07-2008, 07:24 PM   #6 (permalink)
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we have an ombudsman in oz that we can refer to, kind of like a watchdog that keep these big boys honest.

once you mention the ombudsman they (the major corporations) go on red alert because its costs them a shitload (by the hour) for the ombudsman to come in and resolve any conflict. usually costs much more than what the disagreement is all about.

not sure what its like in the US but i just thought it may be handy to know if you guys did have a similar sort of system there.
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Old 08-18-2008, 11:58 PM   #7 (permalink)
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Location: Portland, OR
Try the well written letter and keep it as objective as you can. Send it certified so you know they receive it, and wait a reasonable time for them to react (maybe 2-4 weeks?). If they don't get back to you, or decide their original statements are valid even though they were lies, call your credit card company and reverse all the charges. Tell Edge they can have their equipment back next week between one of two time windows, 8-noon or noon-4. They must be ready to pick it up from your home during that time. And of course, thank them for talking with you then wish them a nice day.
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Old 08-19-2008, 12:10 AM   #8 (permalink)
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Seems like you have a case with your local consumer standards authority.
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Old 08-19-2008, 06:03 AM   #9 (permalink)
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Twice now I have written letters and phoned directly to the CEO of a company (HP and Chase Credit Cards). Both times I had my issue resolved in under 20 minutes after speaking with a secretary to the CEO.

The problem you are facing is a result of the people you are talking to on the phone having no sense of empowerment. They are not trying to rip you off. They are making $6/hour and unless they get commission they don't stand to gain anything from you. It's not very likely that the ISP has issued a rule that they can't change anything; they just have no clue what button to press or what box to check in order to meet your needs or they are uncertain if they are "allowed" to.

Find out who the CEO is and send a letter; or if you can get a direct number call them.
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Old 08-19-2008, 06:58 AM   #10 (permalink)
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Location: left coast
Another vote for the Consumerist. They're very good at what they do, and have a lot of tips to get what you deserve.
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Old 08-22-2008, 06:00 AM   #11 (permalink)
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Department of Consumer Protection would be a good one to tell in addition to the Attorney General.
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Old 08-23-2008, 04:41 AM   #12 (permalink)
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Location: Central Central Florida
Quote:
Originally Posted by vanblah View Post
Twice now I have written letters and phoned directly to the CEO of a company (HP and Chase Credit Cards). Both times I had my issue resolved in under 20 minutes after speaking with a secretary to the CEO.

The problem you are facing is a result of the people you are talking to on the phone having no sense of empowerment. They are not trying to rip you off. They are making $6/hour and unless they get commission they don't stand to gain anything from you. It's not very likely that the ISP has issued a rule that they can't change anything; they just have no clue what button to press or what box to check in order to meet your needs or they are uncertain if they are "allowed" to.

Find out who the CEO is and send a letter; or if you can get a direct number call them.
Justice and more every time.

But do report this to all agencies mentioned above. Although you will get what you want doesn't mean that trickle down will keep things kosher for the next few million consumers.
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Old 08-24-2008, 06:27 AM   #13 (permalink)
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Certified letters have an uncanny ability to prompt speedy responses. That $3.00 goes a long way!
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