• Report:  #1514

Complaint Review: ISP Channel Inc - Mountain View California

Reported By:
- Kingman, AZ,
Tue, March 07, 2000

ISP Channel Inc
510 Logue Ave Mountain View, 94043 California, U.S.A.
888 843 1700
Internet Services
Tell us has your experience with this business or person been good? What's this?
Had a cable modem installed in my computer July29, 1999 by ISP Channel Inc. This was a one way operating unit, that is download direction only. This was an internal modem mfg by 3Com. Trouble began JUly 30 & has continued since, almost every day, & many times several hours lapsed before I could get tech help. They furnished an 888 number to call for help, but most often that line was busy or no tech available, then leaving my name & no to call me back --but they never do call back,with 3 exceptions.

I would also send them e-mail outlining problems, as well as complaints about the terrible service, & no service but; they never ----ever---- returned calls nor answered my e-mail.

Five and one half months, Aug, Sept, Oct, Nov, Dec, half of Jan. I did not have operating service to the internet form a large portion of many days per week.

The problems consisted of busy signals, plain failure or connect, ISP system losing my user name & password, and endless & frequent disconnects from the internet.

Sept 15 I placed a call to Jonathon Marx Sr VP Cust Relations but only got answering machine.I left a msg re unending trouble & to take out their cable modem or make it work correctly. Instead a call came from Larry MacDonald Tech Servic Mgr who sent a tech from Computer Doc shop here in Kingman to my home. this tech blamed all problems on my equipment & l that I needed new processor, mother board, and additional RAM. they took my computer to their shop, stripped the c drive ( lost all my bookmarks, e-mail ,software, for which they din't even say " sorry") and charged additional for the strip job. After above new parts were put in, Igot my unit home, connecteed but failed to even run., Took it back, after they " installed Printer drivers from discs, & charged again for their own mistake.

Total charges by Computer Doc:

Strip "c" drive ---------------------------------------------------------------------------------------$50.00

Add new processor, mother bd, 32 meg RAM-----------Labor---------------------$374.58

Next day --return to shop --" install Printer drivers"-----------------------------------$15.00

The above expense & changes didnot improve the function of their cable modem!!!!!!!!!

Sept 16--I reached Larry McDonald via phone, filed a verbal complaint re above repairs & no improvement in operation. He offered to under write some of the expense I had incurred by their direction to Computer Doc. He promised me faithfully he would consult w/ ISP Inc people & get back to me BY NOON FRI SEPT 17.

I finally reached him via phone Dec 14 & told me he had forgotten about the credits promised on 9-17---even tho I had left countlesss msgs with other people in ISP to call me re the promises,and promised faithfully again to fulfill his promises of issuing me credit & fixing --yes fixing their system to stop the horrendous service I was putting up with.

Never heard from that man again!!!!!!!!!!!!!!!!!!

Jan 11,2000--------ISP changed out the 3Com internal modem for an external Gen Instrument modem. Improvement --but still great problems.

Jan 25,2000--------ISP changed out the first modem --defective--& function improved. There still remains unacceptable disconnects & they pay no attention to my calls to tech dept--saing they have no known problems.

Feb 3,2000---I responded via "feedback" to an e-mail ad from Mark Heyer @ ISP relating only a page fullof my grief w/ his company. I received an e-mail response from him Feb 4,acknowledging my problems & promised credits, & agreeing that I had been treated grossly.

His last paragraph states"Obviously you deserve a credit, along my apology on behalf of our entire organization. I will push this through on your behalf.

No response from Heyer nor any one since.

I paid $99.00 for the original installation.

I have paid $10.00 per month rental for the modem.

I have paid every monthly bill sent me $40.65 each ,which includes rental & monthly fee.

I feel entitled to credits ---or -----refunds in amounts made up of:

$10.00 per month for 5.5 months rental for 3Com modem which they admit was no good.

One half of the monthly fee which is $29.95

One half of the not needed repairs to my computer they said $50.00



I have kept an ongoing log of daily problems, calls, and results which is much too extensive to include here but provide a documentary of sorts of dates, people I talked with etc.

Please help me get my money back:1/2 modem rental fee for 5.5 months-----------------$25.00

1/2 of monthly fee for 5.5 months------------------------82.00

1/2 of not needed repairs------------------------------ ---187.00


the company is : ISP Channel Inc

510 Logue Ave

Mountain View, CA 94043

888 843 1700 FAX 650 237 1480


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