I recently decided to ditch my dial-up internet access for a cable modem from $EVIL_EMPIRE. I went with a service bundle that included basic cable, internet, and digital phone.

Last Thursday I get email saying they will be out 04-AUG-2005 to install services, if additional appointments are needed (due to the multiple services - internet is a self install) I would be contacted. So far, so good.

My wife stays home today to wait for the installer. He shows up within the two hour appointment window (so far, so good). He looks over things, and tells her that he only does the digital phone part, someone else should be there to do the cable tv part. His work order only shows a phone install, even though the other services were ordered and appear on the work order. No one shows up while he is there. He tries calling in to find out what is going on, but gets nowhere. He has completed the phone install, and leaves. The phone works.

I call to check on install progress and my wife relates the story to me. I call $EVIL_EMPIRE, and explain the situation to the customer dis-service rep. She tells me the work order is marked complete, and all services are listed as active. She proceeds to get irate with me claiming that "all the services are show as on and active" - a good trick since the cable modem was a self install and I'm not there to do it (and my wife won't) - she also claimed all the services come through the same cable, so if the phone is working the tv & internet must be too. I tried to explain that the cable from the outside of the house to the inside of the house was not connected. She refused to believe me. Best I could get was her to agree to put a note on the account that I called and would call again if the TV services were not working.

I call my wife back, she verifies that the cable is not working on any TV in the house. I also had her verify that the satellite and OTA antenna are still connected and working. She checks and says the TV reception is the same as before, satellite and antenna still work.

I call $EVIL_EMPIRE back. I explain to this customer dis-service rep. what is going on. She puts me on hold - a long time. She comes back saying dispatch is working on when they will be out to complete the install. I explain to her that they have inconvienced my by not doing what they said they would do (not setting up the additional appointments in advance). They have also removed my internet access, as I had a dedicated phone line for the internet that they disconnected when the switched me to their digital phone service. Now I will be additionally put upon because I will have to make arrangements for someone to be there again tomorrow morning. I thanked her for he (lack of) help, and asked to speak with a manager or supervisor. She claimed she would have to take a message as none were currently available. Reluctantly I agree, and provide my work number. I really don't expect a call back.

I hang up the phone, and a second later my wife calls. She says someone will be out tomorrow morning to finish the installation.

Now I'm going to get a rootbeer float. I expect if the $EVIL_EMPIRE's manager is going to call, it will be while I am away from my phone.