[ale] Special Place in Hell Reserved for BellSouth

[Benjamin Scherrey]

Attached to this email is the text for a problem report I have made to SpeakEasy while trying to get 
my new dsl service installed. This is, in fact, the service that does not require a BellSouth voice line 
that we've all heard about. BellSouth is being less than cooperative and lies about their ability to get 
my line setup to go. FWIW - I've had SpeakEasy DSL before and was quite pleased with it. Just 
trying to get it setup again is being particularly frustrating. Thought you all might be interested...

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    I cannot describe how obscenely pissed off I am about the way my install is being (not) handled. 
My install has been aborted on no less than three occasions because of wrong communications by 
SpeakEasy/COVAD and outright lies by the BellSouth technical people. 

    My first install attempt was aborted by SpeakEasy because they didn't bother to tell me until days 
after my order was placed that I couldn't have dsl service installed on my home phone line because 
it utlized a 3rd party phone company other than BellSouth. That install was canceled and a new 
install was setup that would not require any voice service at all. For some reason, the old phone 
number (678-XXX-XXXX) associated with the first install is still being referenced for the 2nd install 
even though I have made it clear that the ONLY contact phone number that a human will answer is 
my 404-XXX-XXXX number.

    The second install attempt has now been fouled up for the THIRD time by BellSouth whose 
comments in my daily install updates are complete fabrications. The first time, 8/4/2004, I was at my 
house the entire day and no BellSouth person ever knocked on my door yet claimed that I was not 
present and that they couldn't access my facilities. Both claims are untrue because I was there the 
entire day and the connections they need access to are in plain sight and easily accessible to 
anyone who comes into my car port. No other access is required. 

    BellSouth then delayed their next attempt until a date where I was scheduled to be out of the 
country so we had to reschedule for the day after I arrived back 8/18/2004. That day someone 
from BellSouth called to see if I was home on the correct number and claimed the tech was already 
here. In fact, the tech was no where to be seen and at least a block away. When he finally arrived 
he confirmed that he had been given the wrong phone number to call previously yet never 
bothered to actually come to the premises to confirm my presense or even if the facilities were 
accessible. His attitude was abrupt and clearly did not care about my need to get service installed 
ASAP. After a few hours he declared that the ports assigned to my service were defective and he 
would have to come out again. I specifically asked if it was necessary for me to be here for his 
return visit. He said it was not and he did not need any access to my house to complete the work. 
At no point in time did he ever need access to the inside of my house. The sole point of access he 
needed is completely accessable by anyone who enters my open property. NONE of these delays 
were necessary or caused by me yet BellSouth continues to claim in their status reports that they 
can't do their work because of me. 

    Now today I get ANOTHER status report from BellSouth claiming the SAME FRIGGIN THING! 
After their tech confirmed that I did not need to be onsite. In fact I was home most of the day and 
doubt they even showed as I received no phone call whatsoever from them.

    We are now in a position where I must insist that the COMPLETE text of my comments here be 
entered into the status log of my install. I want to receive a VOICE call from SpeakEasy and 
BellSouth at my 404-XXX-XXXX phone number telling me when my service will be installed. At this 
point their incompetance and refusal to deliver the services that I have contracted for have caused 
material damage to my ability to conduct business. I can, in fact, document specific monetary losses 
and will prosecute for any further failures due to the fraudulent actions I have suffered thus far. I am 
already preparing a complaint to send to my state agency about the matter. This had better get 
settled right away as your companies respective promises have caused me to not seek service 
elsewhere resulting in monetary as well as intangible damages to my new company start up. I trust 
every one will now take the actions necessary in order to make good on those promises.

    -- Ben Scherrey
       404-XXX-XXXX
       scherrey at proteus-tech.com

PS: You would do well to provide some sort of ability for the customer to reply or comment on the 
service notes that we receive in our install status updates. Its incredibly frustrating to see the poor 
cross communication between all the parties and have no recourse other than to call "customer 
service" in hopes they'll get it straightend out. Obviously that doesn't work.