I recently had cause to contact Delta Cable, an Eastlink Company in regards to a recent Installation. I have had cable for a few weeks and have had internet with Delta Cable since 2008. I had upgraded to the Maestro DVR and had a few problems. I should mention they have all been resolved as of writing this. It may start out as a horror story of customer service, It was not, it is just a dialogue of events.
When i viewed the Grid guide i would when scrolling through channels suddenly find myself somewhere else in the guide or on the Channel list. It was a vexing issue. I contacted support and they troubleshooted on the phone for about 10 minutes before making a decision. They made an appointment for a service call.
While i waited for them to visit my home, the wait which was short, 2 days till appointment, i received an email from Chris an Eastlink employee. He was wanting to help me with my issue. He contacted me about another issue i had been having. It had already been resolved.
I have found Eastlink is very fast at resolving issues and when one person fails another steps up and gets the problem fixed. In the issue i had had before which was a VOD (Video on Demand) not working and misconfigured, ie,. i could not watch any VOD and it was saying unauthorized for some channels in the VOD Guide.
I had called to complain and was put on hold right away, as the tech had to transfer me to the Maestro department. I waited on hold for over 20 minutes. I then spent another 20 minutes unsuccessfully trying to resolve the issue. They had decided to make a service call to fix the issue. It was scheduled for 2 days later. I was annoyed by this. I figured it was a software problem or network as i knew the equipment was working. It had been set up less than a 2 weeks earlier.
I tried calling again the next day to see if there was any solutions that did not require a tech to visit. It would have involved a 4 hour appointment block, ie,. 8 to 12, 12 to 4, 4 to 8 appointment. Well to my surprise they did have a few things they could do to try and fix it before a tech was sent. They sent a signal to my Maestro unit, and right away the problem was fixed. So i had been on hold again for 20 minutes but the issue was fixed right away.
The next day i got that fateful email from Chris at Eastlink. He emailed to see if he could help with VOD issue. It had been resolved and I told him this but i complained to him of network issues and call hold wait times. He responded saying he would look into the network issue and talk to the customer support department about call hold wait times.
I contacted Chris again the next day with the problem of misbehaving GUI (Graphic User Interface), ie,. the Epic Jumping Menu problem. It was suggested that i replace the remote as he thought it was the issue. I replied i just had the terminal replaced and was checking to see if that had fixed issue. Well Chris was right, It was the remote. I noticed problem was still present. So to test remote idea I grabbed the other remote for terminal in living room and checked behavior of terminal in room. And issue was not there with other remote. The other remote turned out to be cracked in between the up arrow key and the ok button.
I should mention since complaining to Chris the wait times have dropped, Most time spent on hold now, 5 minutes to switch to a Maestro tech, and the network issues i had been having have been resolved and have not reappeared. Oh BTW the network issues were outside Delta Cable/ Eastlink it as was a third party peering issue that was fixed really fast once i told Chris about it.
