[From Multichannel News via the Consumerist]
Then let the CEO know personally:
Toledo Buckeye CableSystem
5566 Southwyck Blvd.
Toledo, OH 43614
419-724-9802
Ownership: Block Communications
Basic subs: 134,774 (Toledo, OH, and 24 surrounding cities, townships and villages)
Expanded basic: $36.99 for 63 channels
Penetration:
Pay: 20.4%
Digital: 18.7%
Modem: 16.1%%
Top executive:
W.H. "Chip" Carstensen, president/GM; b. Toledo, OH, 1950; B.S. mechanical engineering, 1972, and M.S., industrial engineering, 1974, University of Toledo; immediate past position: VP human resources, Clairson International, Ocala; voice: 419-724-7220; fax: 419-724-7074; e-mail: askus@buckeyecablesystem.com
Probably the best way I've seen people resolve customer service issues is through the use of an "executive email carpet bomb". I recently used the tactic to get a lemon computer replaced for a family member who had been told in no uncertain terms that their computer was not going to be fixed for free. If you bug the executives enough, they get annoyed to the point where they order their underlings to correct the issue you're raising. While I doubt the email address included above will help since it looks generic, the phone numbers and the name will allow you to leave voicemails and possibly talk directly to good old Chip. With a persistence and a little luck, you can get that double billing corrected or have a sloppy installation cleaned up.
Customer Service
NW Ohio: 419-724-9800.
SE Michigan: 800-866-3260
Erie County: 419-627-0800
http://www.buckeyecablesystem.com/bci_html/contact.html
If you visit the link, then you'll see the same email: askus@buckeyecablesystem.com
So much for "executive email carpet bombs."
Also, Buckeye will buy back your satellite dish, so you can use their superior product.
http://www.buckeyecablesystem.com/bci_html/vsdbs.html
We had a fabulous experience with Buckeye and are dying to get back to them. Directv has been horrible in our experience, but we're still locked into the remainder of a contract with them.
In the 7 years that my husband and I had Buckeye cable, we never had one problem. Not one.
We've had Directv since March, and we have problems *weekly*. And they expect you to pay $70 or more for a service call...which in our case is ridiculous because this has been an ongoing problem since installation. Grrr...don't even get me started.
I would *love* the "problem" of being a Buckeye Cable customer right now. :(
My beef is simple to fix: Televise more UT and BG football games live.
MikeyA
Like when the Buckeye installer drilled into my friend's radiator, then argued about how much the repair should have cost. Or like when there was a rash of VoIP problems with BuckeyeTel and Buckeye wasn't offering any info. The EECB tactic is useful when you have an unresolved issue and you have escalated the problem as high as the call center will allow.
Buckeye's pretty good as far as cable companies go, but from time to time they do something asinine and need to be called on it. Personally, I've received good service from Buckeye and compared to Comcast or Time Warner, they've got great support. The techs are usually helpful and the support line rarely has a long wait time. However, they do need to train their sales staff. When I called to have cable installed, the sales rep stated that they don't have weekend or evening installation slots (they do) and they can't be flexible with pricing or promotions (they can). Another time I called about having cable internet service installed in a commercial location and was told they couldn't run cable to that address despite the other company in the building already had broadband from Buckeye.
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"When I say your dumb name, please stand up briefly, but then quickly drop to your knees and forsake all others before me." -Ignignokt
"The EECB tactic is useful when you have an unresolved issue and you have escalated the problem as high as the call center will allow."
But you don't have the email address.
That's why I posted something of some use.
Just trying to be helpful...