1. I am inquiring to the status of my 3Web Broadband Cable installation. I have yet to receive reply tomy last email of the 6th of november regarding clarification on my address for installation. As previously stated, my residence does not have a unit number, if your installer has confusion with finding my unit please advise him/her that I live in a house of only 3 residents and the buzzer to my unit is the only one clearly marked “Purves” (that would be my name).
Please advise when your installer will next be available to reattempt installation.
2. Now, I’m not saying that every previous failure to date is necessarily your fault, but… As a matter of interest, I would just like to point out that this particular e-mail now marks in fact the 5th time I have contacted you in some manner in the (thus-far remarkably futile) attempt to BECOME YOUR CUSTOMER.
There’s a word here I know I’m searching for, quixotic? Kafkaesque? masochistic?
At any rate you may be wondering, what can possibly explain such seemingly irrational persistence on my part? well here are the only explanations I can offer…
a) Ambition – maybe only a dozen more go arounds and perhaps we can set some kind of record?
b) Desperation – Yes, the reliability of my current Bell Sympatico DSL connection is actually That Bad that This is somehow preferable.
c) Academic Curiosity. You see I’ve unexpectedly had the opportunity recently to embark on a study attempting to derive a statistical correlation between the probability of an actual reply from a customer service department with the font size employed in an original email request. Thank you for continuing to contribute data points to this very important research project. Results thus far:
| Font size | Emails | Replies |
| 10pt | 2 | 0% |
| 24ptbold | 1 | 100% |
| 14pt(this email) | 1 | ? |
d) Oh, and as far as this process continues to tread further into the domain of sheer comedy, I’m blogging it.
patiently as always,
Tom Purves
http://thomaspurves.com
EPILOGUE: In the end 3Web finally did provide me with fast, “cheap”, and trouble-free internet for about 90days before being mysteriously cut off. After some further, not inconsiderable effort I was able to glean from them that this was because I had “not been paying my bill”. My polite reply, in my own defense, that 3Web had not actually, at any time, a) sent me a bill b) attempted to contact me in any way regarding billing related matters c) attempted to charge the card number I left on file with them when I registered – did not elicit a reply.
Ahahahaha, nicely done buddy. Lemme know what those morons have to say.
Ahahahaha, nicely done buddy. Lemme know what those morons have to say.
Comments…Well it’s hard to comment when they are this bad. You try to call …they tell you they are busy….they hang up…if you do get throught…you go nowhere. Last night I tried to use my Long Distance card from Florida. Phone here is locked…no LD calls allowed. It wouldn’t accept my card number. I tried to call in, kept getting to no one, and was clicked off. I even sent them a nasty email.
So this morning, I tried to call in…I was lucky and i was accepted….I was told i was 1st inline ….well after 1 hour and 45 min…still in sequence to be answered first …..my hand and mind was numb…..if I ever meet that female voice …well I can’t say that here. I finally had to hang up.
I even called their head office….they don’t bother answering…just that stupid bitch again saying “leave us your message”
I have had previous problems with the same bunch of people…maybe they are in their death throes…just an acknowledgement between breaths…share price is down near a dime right now….maybe time to abandon ship with this crew…. What an anul bunch… of sweeties…no way to treat a 70 year old senior.
Comments…Well it’s hard to comment when they are this bad. You try to call …they tell you they are busy….they hang up…if you do get throught…you go nowhere. Last night I tried to use my Long Distance card from Florida. Phone here is locked…no LD calls allowed. It wouldn’t accept my card number. I tried to call in, kept getting to no one, and was clicked off. I even sent them a nasty email.
So this morning, I tried to call in…I was lucky and i was accepted….I was told i was 1st inline ….well after 1 hour and 45 min…still in sequence to be answered first …..my hand and mind was numb…..if I ever meet that female voice …well I can’t say that here. I finally had to hang up.
I even called their head office….they don’t bother answering…just that stupid bitch again saying “leave us your message”
I have had previous problems with the same bunch of people…maybe they are in their death throes…just an acknowledgement between breaths…share price is down near a dime right now….maybe time to abandon ship with this crew…. What an anul bunch… of sweeties…no way to treat a 70 year old senior.
Ok i can beat that.
after 6 months of not receiving service and sending multiple emails to cancel my non-account they began to bill me varying amounts for 3 months until i finally charged back the charges through visa.
Once the charge backs were issued i received first contact. The moron on the other end proceeded to tell me that it was somehow my fault that they had stolen my money because i didn’t inform them that i wanted them to stop stealing my money. Had i simply contacted them and let them know that i didn’t want to be ass raped then there wouldn’t have been any problems. Honestly.. it was out of control.
——————
HI Donna,
I had called in October? What was it that i said?
Question: Have i received any service from you? If so then feel free to keep my money. You can have it. But there is no way you can say i received service. In fact all the information you have
will clearly show i have never received any service from you. I have Roger’s cable and have had Roger’s cable for over a year. This service was never interrupted. You have stolen my money.
Your terms and conditions are void. If you want me to spell it out any clearer i will. You have absolutely no legs to stand on so do the right thing.
Can i make a suggestion to you? And more importantly to 3web? Refund the money you have illegally taken from me. It’s in 3web’s best interest. On a personal level if you don’t like hearing
that the company you work for has wrongfully taken money from me then i suggest you apologize for it rather then make a failed attempt at convincing me it’s somehow my fault.
You cannot win. I have not done anything wrong. I have never received ANY service from you. Your only obligation in the contract was to provide service. My obligation was to provide money. I provided money which you have kept without ever providing the service that money was paid for. Go ahead and try and convince me otherwise.
Refund my money. Thanks.
Rich
——————————————————————————–
From: Donna – HD Agent 1201 [mailto:hdagent1201@3web.com]
Sent: Monday, February 12, 2007 8:26 PM
To: Rich Williams
Subject: Re: Dispute a Billing Charge
Hello,
You had called in October and was advised that you had an account with us, so you were aware. That was the last call that we received from you in regards to the account. So as I mentioned previously there is nothing further that I can do as the refund request has already been denied for the reason being that we had no records from you that the services were not working, that you werent using them or that you wanted to cancel them. As I said previously with the terms and conditions you must notify us to cancel by calling if you could not reach us you could have done so by sending an email or you can use the myaccount site.
Thank you
Thank you for using 3web
Donna – 3web Customer Support (1201)
Phone : 1-866-330-9511
E-Mail : hdagent1201@3web.net
http://help.3web.com …new look …new content–just for you! As a 3web user, you’re entitled to use http://help.3web.com for online answers to all your questions, like how to configure Email, install 3web software, scan for viruses and spyware and troubleshooting your connection. Visit http://help.3web.com today!
Most billing issues can be resolved by visiting https://myaccount.3web.com , or by using the self help options on our phone tree.
3web offers free live technical support for all 3web related issues, such as 3web web sites, 3web software configuration and installation, 3web e-mail and billing inquiries*. Contact our customer care centre at 1-866-330-9511.
You can set your own personalized spam controls by logging into your email account at https://webmail.3web.com and using the “spam rules” option in the tool bar.
To get rid of pop-ups try running http://toolbar.google.com/ **
*Phone charges can be reversed by phone representatives on any call except the 1-900 services.
**read the instructions carefully
Rich Williams wrote:
Hi Donna,
I have left NUMEROUS phone messages and EMAILS. I will forward these to you. Not a problem at all.
I discovered the “myaccount” website and login through my OWN effort. Thank god i was able to find this site and figure out i had an account on this or i probably would have never been contacted from anyone there.
Do you want to talk to me about charging me for a service i never received? Is this my fault as well? WHY the hell would i even log into 3web if i never received an email or phone call informing me i had an account?
I originally ordered in may/June 2006. That was it. After three months i was able to get through to someone and told them to take the original charge off. I told them if i could get the service great. I was told someone would be at my house within a week. NO one showed. No contact. Then in December the charges start popping up. I also see i was charged something in september from the myaccount page. Is your billing system not hooked up to the service system? Based on the rants out there from people having the exact same problems as me i’d say it should be a concern of 3web’s.
Don’t even get me started. It’s an absolute joke. You know it and i know it. I’ve charged back the 2 most recent visa charges. I would appreciate being refunded the charges i am unable to charge back. I have NEVER received ANY SERVICE WHATSOEVER. I have never received ANY equipment. Nor have i been contacted by or visited by anyone from 3web. I really wanted to use 3web. It’s really disappointing.
Please refund my remaining money and we can be done with this. If you are unwilling to do so please let me know why, keeping in mind i have never received any service. Please don’t quote the terms and conditions. We are not in a contract as you defaulted before i even had a chance to read it. The terms and conditions are dependent on me getting service.
Rich
Ok i can beat that.
after 6 months of not receiving service and sending multiple emails to cancel my non-account they began to bill me varying amounts for 3 months until i finally charged back the charges through visa.
Once the charge backs were issued i received first contact. The moron on the other end proceeded to tell me that it was somehow my fault that they had stolen my money because i didn’t inform them that i wanted them to stop stealing my money. Had i simply contacted them and let them know that i didn’t want to be ass raped then there wouldn’t have been any problems. Honestly.. it was out of control.
——————
HI Donna,
I had called in October? What was it that i said?
Question: Have i received any service from you? If so then feel free to keep my money. You can have it. But there is no way you can say i received service. In fact all the information you have
will clearly show i have never received any service from you. I have Roger’s cable and have had Roger’s cable for over a year. This service was never interrupted. You have stolen my money.
Your terms and conditions are void. If you want me to spell it out any clearer i will. You have absolutely no legs to stand on so do the right thing.
Can i make a suggestion to you? And more importantly to 3web? Refund the money you have illegally taken from me. It’s in 3web’s best interest. On a personal level if you don’t like hearing
that the company you work for has wrongfully taken money from me then i suggest you apologize for it rather then make a failed attempt at convincing me it’s somehow my fault.
You cannot win. I have not done anything wrong. I have never received ANY service from you. Your only obligation in the contract was to provide service. My obligation was to provide money. I provided money which you have kept without ever providing the service that money was paid for. Go ahead and try and convince me otherwise.
Refund my money. Thanks.
Rich
——————————————————————————–
From: Donna – HD Agent 1201 [mailto:hdagent1201@3web.com]
Sent: Monday, February 12, 2007 8:26 PM
To: Rich Williams
Subject: Re: Dispute a Billing Charge
Hello,
You had called in October and was advised that you had an account with us, so you were aware. That was the last call that we received from you in regards to the account. So as I mentioned previously there is nothing further that I can do as the refund request has already been denied for the reason being that we had no records from you that the services were not working, that you werent using them or that you wanted to cancel them. As I said previously with the terms and conditions you must notify us to cancel by calling if you could not reach us you could have done so by sending an email or you can use the myaccount site.
Thank you
Thank you for using 3web
Donna – 3web Customer Support (1201)
Phone : 1-866-330-9511
E-Mail : hdagent1201@3web.net
http://help.3web.com …new look …new content–just for you! As a 3web user, you’re entitled to use http://help.3web.com for online answers to all your questions, like how to configure Email, install 3web software, scan for viruses and spyware and troubleshooting your connection. Visit http://help.3web.com today!
Most billing issues can be resolved by visiting https://myaccount.3web.com , or by using the self help options on our phone tree.
3web offers free live technical support for all 3web related issues, such as 3web web sites, 3web software configuration and installation, 3web e-mail and billing inquiries*. Contact our customer care centre at 1-866-330-9511.
You can set your own personalized spam controls by logging into your email account at https://webmail.3web.com and using the “spam rules” option in the tool bar.
To get rid of pop-ups try running http://toolbar.google.com/ **
*Phone charges can be reversed by phone representatives on any call except the 1-900 services.
**read the instructions carefully
Rich Williams wrote:
Hi Donna,
I have left NUMEROUS phone messages and EMAILS. I will forward these to you. Not a problem at all.
I discovered the “myaccount” website and login through my OWN effort. Thank god i was able to find this site and figure out i had an account on this or i probably would have never been contacted from anyone there.
Do you want to talk to me about charging me for a service i never received? Is this my fault as well? WHY the hell would i even log into 3web if i never received an email or phone call informing me i had an account?
I originally ordered in may/June 2006. That was it. After three months i was able to get through to someone and told them to take the original charge off. I told them if i could get the service great. I was told someone would be at my house within a week. NO one showed. No contact. Then in December the charges start popping up. I also see i was charged something in september from the myaccount page. Is your billing system not hooked up to the service system? Based on the rants out there from people having the exact same problems as me i’d say it should be a concern of 3web’s.
Don’t even get me started. It’s an absolute joke. You know it and i know it. I’ve charged back the 2 most recent visa charges. I would appreciate being refunded the charges i am unable to charge back. I have NEVER received ANY SERVICE WHATSOEVER. I have never received ANY equipment. Nor have i been contacted by or visited by anyone from 3web. I really wanted to use 3web. It’s really disappointing.
Please refund my remaining money and we can be done with this. If you are unwilling to do so please let me know why, keeping in mind i have never received any service. Please don’t quote the terms and conditions. We are not in a contract as you defaulted before i even had a chance to read it. The terms and conditions are dependent on me getting service.
Rich