Altice USA (Suddenlink) - Fix your customer service

I have used Altice USA (Suddenlink) for 28 years and I am ready to find a new alternative for phone, cable and internet.

If you have ever tried to contact Customer service for any reason except new services you are in for a bumpy and frustrating ride.

As you hold in the queue for literally hours you are reminded what a valued customer you are. Finally you hang up and call the next day to hold again to hear what a valued customer you are.

If you read just a few customer reviews they include:

•Scheduled technician not showing up
•Re scheduled technician appointment without notification
•Billed for services not rendered
•Representative states they have fixed the problem and when you hang up it is not fixed
•Credit adjustment to account for services that were out for days
•Supervisor or manager that is not helpful regarding resolution to issue. You can tell they have scripted responses and continue to say how valued a customer you are.
•Random no phone service
•Random pixilation on cable
•Continually rebooting boxes
•Billing for discontinued services
•Disconnected for services that shouldn’t be
•Services inconsistent and unreliable

As consumers, we pay highly for these services but it is a exasperating nightmare to try to get any issue resolved to satisfaction.  Hours of the customers valued time is spent trying to get billing and or technical services corrected.  Time is taken off work to meet with technicians that never show or appointment is rescheduled without notification. 

Representatives state you will be called back within 48 hours and you never receive a call. It has become a never ending cycle of poor customer service for a monopoly in my area. Reviews you see or hear are awful experiences and embarrassing comments for this company.  The long lines at the local office to return equipment or receive basic customer service are just as bad as trying to call the customer priority telephone number.

Read your statement which states:

-Suddenlink is committed to better service,

-Suddenlink just keeps getting better

-thank you for being a VIPperks customer

-your loyalty is incredibly important to us

-we work tirelessly to deliver a first class experience for you

-and the most unbelievable of them all on my bill states “for two years in a row, the results of an independent JD Powers survey found Suddenlink to be the most improved company in its category for customer service. That’s commitment”.  Who took that survey?.

My hope in this Change.org is Altice USA (Suddenlink) will address the fundamental issues regarding billing, technical services, and speaking directly and quickly to a live individual that can resolve issues.

Help me to hold Altice USA (Suddenlink) to their stated commitment to their consumers.