- Report: #62207
Complaint Review: Compuserve - Internet
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Compuserve
http://www.compuserve.com Internet, U.S.A.
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Compuserve Cancellation penalty, poor customer service, misrepresentation of the truth, breach of contract, Jacksonville, Florida Internet
have had compuserve since 4-6-01. At the time I purchased my new computer, I committed to a two year contract with this ISP. Typically I will log onto compuserve, minimize the window and use my internet explorer.
For the past week, whether I was taking my online classes, visiting various sites or playing online games, every 10 minutes the compuserve main page would pop up on the screen with a message box that reads "you have been idle for a long time. do you wish to remain online?" I haven't been idle. First, I went to compuserve main page to the help/faq section.
I followed every recommendation to no avail, including upgrading to 7.0. Ater I upgraded to the new version, I was unable to use my internet explorer. The only window I could do anything from was the compuserve home page. Compuserve states there is a "Live 24-7" floor that members can go to. I went there, a chat room of sorts. The monitors name had "Floor closed" next to it.
So much for 24-7 help. Next, I got on the phone to the technical support people. When I told them the 24-7 floor was closed, they told me in no uncertain terms that they didn't owe me that service because it was a free service and that I should not complain if I couldnt get help right then.
After spelling my name for the 4th time, and struggling with language barriers, I was told this was an OS problem, not a compuserve problem, among other things. I thought I would reboot my system, and as is the norm with this ISP, I got a message that "necessary files were being downloaded, thank you for your patience". Now, I have had this happen so many times, and on two occasions it prevented me from using my phone when I needed it.
Thank God for cell phones; that aside, there should be a way to take "necessary upgrades" at your convenience, not when they dictate, and not when you need your home phone. After I was told it was an OS problem, I decided to try something. (I have a good knowledge of computers.)
I installed, from a cd, a different ISP. Then, I did a complete uninstall of compuserve. I immediately was able to get to internet explorer. I uninstalled the first cd, and proceeded to install two different ISP's from cd's I had received in the mail. With all three, I was able to use my internet explorer. I reinstalled Compuserve, uninstalled the other ISP, and was unable to use my internet explorer. Clearly, it was not an OS problem.
At this point, I made the decision to change my ISP, and after installing it, called compuserve to cancel. After a 43 minute wait (I have a timer on my phone)(apparently cancellations are a high volume thing with this ISP) I was connected to the cancellation department in Jacksonville, Florida where a young lady named Stephanie told me that I would have to pay $250.00 to cancel, because I was under a 3 year contract. I told her no, it was a two year contract and it had been satisfied in april of 2003.
She stated to me that there had been several instances where the contract dates had been entered incorrectly, and that in fact many two year contracts were showing as three year and that I needed to call the rebate department to straighten it out. Well, the rebate department told me that I was not calling from my home phone, and I guess they felt I was breaching security. I explained to them, as I had several times prior, that when I initially became a compuserve member I was living in Akron Ohio but had moved to Georgia a year ago.
I was able to provide them with the street address in Akron, but they could not get past the fact that I was not calling from Akron but from Georgia even though I told them I had moved. Bottom line, they are refusing to let me cancel without paying $250.00. For all the aggrevation they have put me through, refusing to help me, tying my phone up against my will, and telling me I was not calling from my home phone (What does that have to do with crappy customer service? Buck passing 101; the customer is NO LONGER right).
They have not, in my opinion provided the service I have paid for, and when I asked them for a copy of my contract to compare it with my own copy, they refused. Something to hide, perhaps? By the admission of one of their own, there are serious contract issue date problems. I just do not feel I should have to pay this. Any suggestions would be greatly appreciated.
Thank you.
Pamela
Calhoun, Georgia
U.S.A.
Click here to read other Rip Off Reports on COMPUSERVE
For the past week, whether I was taking my online classes, visiting various sites or playing online games, every 10 minutes the compuserve main page would pop up on the screen with a message box that reads "you have been idle for a long time. do you wish to remain online?" I haven't been idle. First, I went to compuserve main page to the help/faq section.
I followed every recommendation to no avail, including upgrading to 7.0. Ater I upgraded to the new version, I was unable to use my internet explorer. The only window I could do anything from was the compuserve home page. Compuserve states there is a "Live 24-7" floor that members can go to. I went there, a chat room of sorts. The monitors name had "Floor closed" next to it.
So much for 24-7 help. Next, I got on the phone to the technical support people. When I told them the 24-7 floor was closed, they told me in no uncertain terms that they didn't owe me that service because it was a free service and that I should not complain if I couldnt get help right then.
After spelling my name for the 4th time, and struggling with language barriers, I was told this was an OS problem, not a compuserve problem, among other things. I thought I would reboot my system, and as is the norm with this ISP, I got a message that "necessary files were being downloaded, thank you for your patience". Now, I have had this happen so many times, and on two occasions it prevented me from using my phone when I needed it.
Thank God for cell phones; that aside, there should be a way to take "necessary upgrades" at your convenience, not when they dictate, and not when you need your home phone. After I was told it was an OS problem, I decided to try something. (I have a good knowledge of computers.)
I installed, from a cd, a different ISP. Then, I did a complete uninstall of compuserve. I immediately was able to get to internet explorer. I uninstalled the first cd, and proceeded to install two different ISP's from cd's I had received in the mail. With all three, I was able to use my internet explorer. I reinstalled Compuserve, uninstalled the other ISP, and was unable to use my internet explorer. Clearly, it was not an OS problem.
At this point, I made the decision to change my ISP, and after installing it, called compuserve to cancel. After a 43 minute wait (I have a timer on my phone)(apparently cancellations are a high volume thing with this ISP) I was connected to the cancellation department in Jacksonville, Florida where a young lady named Stephanie told me that I would have to pay $250.00 to cancel, because I was under a 3 year contract. I told her no, it was a two year contract and it had been satisfied in april of 2003.
She stated to me that there had been several instances where the contract dates had been entered incorrectly, and that in fact many two year contracts were showing as three year and that I needed to call the rebate department to straighten it out. Well, the rebate department told me that I was not calling from my home phone, and I guess they felt I was breaching security. I explained to them, as I had several times prior, that when I initially became a compuserve member I was living in Akron Ohio but had moved to Georgia a year ago.
I was able to provide them with the street address in Akron, but they could not get past the fact that I was not calling from Akron but from Georgia even though I told them I had moved. Bottom line, they are refusing to let me cancel without paying $250.00. For all the aggrevation they have put me through, refusing to help me, tying my phone up against my will, and telling me I was not calling from my home phone (What does that have to do with crappy customer service? Buck passing 101; the customer is NO LONGER right).
They have not, in my opinion provided the service I have paid for, and when I asked them for a copy of my contract to compare it with my own copy, they refused. Something to hide, perhaps? By the admission of one of their own, there are serious contract issue date problems. I just do not feel I should have to pay this. Any suggestions would be greatly appreciated.
Thank you.
Pamela
Calhoun, Georgia
U.S.A.
Click here to read other Rip Off Reports on COMPUSERVE
