VERY bad supervisors, inept procedures
I moved from Verizon to Blue Casa because Verizon has attrocious customer service hours for anyone who works (basically, you must do everything over your lunch) and their inability to handle component billing. Blue Casa people were friendly and everything worked fine. They ended up being $1 higher than Verizon, but it was worth it.
Read more at santabarbara.citysearch.com
HOWEVER, when I moved and it came time to end service, they totally stunk (I tried to use a four letter word starting and ending with the same letters, but this site wouldn't let me even though it is the more appropriate word). I called about a week before the move to start things in motion. They seemed to misunderstand my motives and thought I wanted to end service on the spot. Some have accents that are hard to understand, and I think they probably didn't adequately understand English. Moreover, their phone system (their phone room) seems very noisy, and maybe they can't hear - but those are both problems the company should have fixed long ago. They insisted I make an immediate payment, and agreed to waive the $2 telephone fee if I did it, so I did (the alternative was to slip the payment in the mail, and that works for me). The rep then sent me to a second rep who pointed out that setting up a disconnection meant that service would end the next day. Since I really needed the phone until I moved (I would be selling things, and it was necessary to let people into the gated development.), the second rep tried to cancel the disconnect with the advice to call back the day before disconnection. No problem so far. WRONG.
So I leave for a few days and return to find no phone service. Remember, I had already paid for the full time. I called them on my cel phone, and eventually talked to a very uncooperative male supervisor who told me there was nothing he could do, and that service could not be restored since the telephone number had been reassigned (I don't know what that pricey 'number portability' charge was for). His approach was, too bad, can't help, complain when I get the next bill.
The next bill comes a month later. They show a credit for the early disconnect period, but add back the $2 they waived. They did not actually include a refund. I call them, and the reps can't help, so I ask for a supervisor. Everything that everybody says about being put on hold and then being cut off is true. I was disconnected three times. Finally, a rep got me through to his female supervisor, who was at least courteous, not helpful, but at least courteous. She claimed she couldn't help, and that I had to wait until the next, final statement came, and then call back. Of course, I was livid, but I know that if you're not civil to people they can hang up, so I was civil. Finally, at the end, I told her that the service experience with the disconnect and follow-up was attrocious. She wouldn't acknowlege it or apologize, so I told her point-blank that proper, minimum customer service is to recognize the difficulty and apologize if the experience has not been good. I had to repeat this three times before she would even 'sort-of' say that, although she refused to just say something that simple.
It's now about a month later, and no final statement, and, of course, no refund. This is unacceptable service, and one or more managers and supervisors should get fired. Period.
I expect to have to resolve this through the California Public Utilities Commission.