[This message was sent to Damon Davis, Mark Zitz - VP Customer Operations, and Larry Sims - VP Engineering & Operations. I got a message that Damon Davis is an unknown recipient shortly after hitting send]
Dear Sirs,
I'm writing in regards to a request I made to stop the DSL service to my residence, which was made by phone on August 4th, at 8:32 am. The representative I spoke with was named Virginia, but though she was willing to give me Mr. Davis' name and email address, refused to give me her last name, stating that it was Cavalier Telephone policy not to do so.
My DSL service had been interrupted during a severe thunderstorm in the early morning hours of July 22nd, and despite my persistent attempts to enlist any type of aid from Cavtel tech support, was never fully restored. After testing the connection with a new replacement modem for several hours on the evening of August 3rd, I found it still quite unreliable, and do not intend to waste any more time on what is increasingly evident will remain a lost cause. If you are interested in investigating further, I'm sure a search for trouble tickets involving my IP address - 64.83.19.100, and my phone number: [edited], will offer more information, and further documentation examples are logged on www.dslreports.com. Please note that there are other references to this same issue which point to 64.83.191.100; your technical support staff seems unable to overcome that particular mistake on their part.
This email concerns the remarks made by your representative Virginia on August 4th:
She stated that it will take 15-20 business days to turn off the DSL service to my line, and that there is a disconnection fee. When I protested and expressed my astonishment at the length of time this simple process would take, she quickly said she would waive the disconnect fee, and agreed that my account should be adjusted for the lack of DSL service from July 22 to August 4th. She furthermore stated that I should NOT pay my present Cavalier Telephone bill due August 12th, but wait to receive the adjusted bill which will be sent out in the next billing cycle.
When I protested that disconnection is a simple process that should take a matter of hours, she insisted that there was no way to decrease that time. I then asked if there would be late fees accruing on my account if I followed her instructions and she assured me that there will be no other fees. I asked for a work order or confirmation number and she said that no procedure is in place to provide either one. Then I asked for documentation of the statements that she'd just made in writing, and she again protested that this is against Cavalier Telephone policy.
At this moment, I have no assurance that the DSL service will in fact be turned off, no faith that your staff is capable of shutting off DSL service without interrupting my telephone service, nor do I have any confidence that what Virginia has stated to me as a representative of your company will be honored or carried out.
I am extremely dissatisfied with the entire course of events beginning with the failure of service on the morning of July 22nd, and continuing through each of the many calls I've made to tech support and customer care in the weeks since that date.
Please consider this message one final civil attempt at ensuring that what I have been promised by Cavalier Telephone will be carried out, and promptly.
Should any of you wish to discuss this, I suggest you use the address from which this was sent, instead of my cavtel.net address, as emails sent within your own network often become lost between your mail servers due to verification errors and malformed headers.