Bright House Not Taking Blame For Outage
Posted: 6:11 am EST December 28, 2009Updated: 6:52 pm EST December 28, 2009
ORLANDO, Fla. -- Bright House Networks said a huge Internet outage has been fixed and is not taking the blame.After a weekend of frustrated backlash by customers, Bright House Networks released a statement Monday saying Internet
connection problems were not their fault.A company spokesperson, Brian Craven, wrote:"Customer credits will not be given because at no time was Internetservice down. The issue was caused by a hardware problem experienced by a Bright House Networks vendor."Some customers were so frustrated, they walked through the doors of the Bright House office to return their boxes and give up on the company’s Internet and cable. “There were a lot of people inside with their boxes, returning them and everything,” customer Junior Rodriguez said.For the Rodriquez family, the weekend problems were the last straw.“The boxes never worked and each week we had to call someone to help us at the house,” he said."I'm just surprised that the people who knew there was a problem didn't get the word down,” customer Lorraine Armstrong said.Other customers wondered why it took days to resolve a problem that they were told was caused by equipment in customers' homes.“I thought at first beingChristmas day, I thought it was people Googling the terrorist thing in Detroit. So I didn't think a whole lot of it,” she said.It turns out that assumption was almost correct. Bright House says their unnamed vendor was overloaded by holiday weekend web traffic. But the confusion may have cost the cable company customers. [More]
Great example of how NOT to talk to your customers.
posted by: gqpartner
Comments