Wed | Aug 23, 2017

An oxymoron: FLOW’s customer service

Published:Saturday | August 13, 2016 | 8:00 AM

To say I am frustrated by what passes for customer service from FLOW is a terrible understatement. Here's the reason.

I returned from a brief trip abroad in mid-July and discovered that both my landline and my Internet service were out. My fault - a bill was overdue. The following day I went and paid what I owed and even advanced some funds towards the future bill. So I asked the lady who collected the money when both services would be restored, and she assured me in five minutes' time.

When I reached home, the landline was back in operation, but two weeks later, the Internet was still down. I called umpteen times and heard the same voice recording: "Let me put you through to one of our technicians who will help you," or words to that effect. The phone to which I am transferred is never ever answered, so in frustration and gross annoyance, I unplugged the flipping modem and returned it to their main office.

The front-office person tried to get me to allow them another chance, but I tried as politely as I could to tell her I was not interested because this is "2016, not 1620". I asked her to put on the report form that she was writing up that I returned their modem, and she did, and gave me a copy. I learned later that I had paid for the modem, so it should not have been taken from me when I returned it!

I went to the said office some days later to apply for cable just for the Olympics month. The FLOW staffer wrote me up and told me that a technician would be at my house on July 7. Nobody came during the long four-hour band she gave me, but a technician called later that day, saying that he had called my cell number and the call went straight to voicemail. I have no control over that.

So he agreed to come on Wednesday. He called to verify my address, and when I told him where exactly in Sligoville I was, he promptly said there was no cable service in Sligoville because he also lived in Sligoville.

What the hell is going on here? To talk about customer service at FLOW is to indulge an oxymoron (a contradiction in terms).

It seems the company that bought out FLOW has more dollars than sense!