Kim Caldwell sent a message to James Dolan that said:
Dear Mr. Goei,
I have been a Cablevision customer for many, many decades.
This past week (Friday) I had an issue with my service. I am writing to let you know that the response I received from your organization to address this issue was completely unacceptable.
While we are all struggling with the challenges that Covid has created, your company has been struggling with customer service since Altice stepped in and local call centers were shut down or their staffing was greatly reduced.
Being on hold for HOURS at a time -- to be connected to individuals whose are not well trained -- who PRETEND to schedule appointments -- to receive no call backs from supervisors when requested -- to have no shows for appointments --is just completely unacceptable.
Also, there is no accountability in your system. While I know the rep's name I spoke with, he would provide me with know way to track down the conversation.
My Friday 1 PM appointment finally happened at 6pm on Saturday evening and ONLY because a friend stepped in to help (using her contacts with your company). She found the initial rep NEVER SCHEDULED MY APPOINTMENT.
I run a business from my home and it is dependent upon connectivity. I had to cancel multiple appointments on Friday. These cancellations damaged my credibility with customers.
I would like to know what your company is doing to address customer service issues. EVERYONE on LI is completely dissatisfied with what has become of Cablevision!