Zito Media

Have trouble with zito media all the time. Call & call all the time. Representive will say there's a work order scheduled. No one ever shows up. I asked for a supervisor t o call me, has not. I called today and told the representative I don't want another bill untill my internet is fixed she hung up on me. Zito media is awful it's as if they don't care. Horrible service for rogersville al. Do not reccomend to anyone.

Review: Zito Media does not follow up on "service tickets" in any way shape or form. Delays are massive. Customer Service will not allow a customer to talk to a supervisor. Customer Service will not allow a customer to talk to a manager or any other executives. Customer Service will NOT transfer you to anyone who could help. When you call the corporate office, they will not transfer you and simply say that "your request does not warrant any communication." I am serious, that is a DIRECT QUOTE when asking to follow up on a service ticket and to discuss customer service problems with management. I have experience poor customer service in the past, but Zito Media DOES get the top award for the worst customer service of all time.

My only hope is that Zito Media will go completely bankrupt and be sold in bankruptcy court.Desired Settlement: My desired outcome is that Zito Media FIX Customer Service and start a basic communication with customers and the world. They currently have no intention of talking to customers or any one else. It is truly mind boggling. I urge anyone to call their offices and verify my heart felt concerns. I will be praying for them and that their hearts of stone will crumble.

Business

Response:

Not sure what to do with this. Its very unclear what the issue is. The customer is active, connected and online.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

Zito Media has not resolved the issue of lack of communication with customers. It appears that Zito Media does even own the problems as its own. Zito Media says that my complaint is not specific enough, so let me be more specific.

In fact, let me be very specific. The problems are these:

1) As a customer I cannot contact my local Zito Media office. There is NO LOCAL PHONE number for my local office. 2) I cannot talk to a Customer Service Supervisor. I am told that I WILL NOT and CANNOT talk to a supervisor, manager or any other person who supervises the Customer Service personnel. 3) The Service Ticket system for Zito Media is NOT IN ANY WAY DATE ORIENTED. Service Tickets DO NOT require a response from Management to the Customer. So, Service Tickets are open ended and may never receive a response. 4) So, I called Sales. No one in Sales cares whether there is good Customer Service or not as noted when I called to pass along information regarding what poor Customer Service I was receiving. 5) There is only one national telephone number for Zito Media and the persons who answer will not assist or transfer customers to someone who can help them. In fact, I was told as a quote, "Your questions and concerns do not warrant any response." Unquote. 6) I asked a Zito Media employee what the address of the home office was. I was told that the information would not be given out. 7) There seems to be a training system in place that teaches each of these "support" persons to keep all customers away from management, upper support personnel or anyone who might actually be able to help the customer. 8) Zito Media is unable to assist customers who come from a DSL environment switching to cable. Support personnel do not know what a "router" is for example. They do not understand the differences between DSL and cable internet and how to assist the customer in converting. 9) I am 55 years old. I have dealt with many, many companies and a wide variety of customer service approaches. Zito Media is by far the worst that I have ever experienced upon calling 1-800-365-6988. The communication between the customer and "Customer Service" is a minus 5 on a scale of 1 to 10.

Do you recognize that these horrendous problems in support and communication exist? Why is there such secrecy involving every facet of your company? How can I expect you to handle any real problem that I have in the future when it took me over a month to get you to take my money???

So, now..... is that specific enough?

Regards,[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Zito Media has not given specific steps it is taking to correct the following:1. Untimely responses to requests for service and/or assistance, 2. Untimely responses and complete lack of response to requests for Customer Service Supervisor to call (as of October 25 I still have not received a call from a Customer Service Supervisor after placing this request over a week ago), 3. No resolution to the attitudes of Customer Service personnel and specifically what training is being given to correct, 4. No telephone number for the local Zito Media office, 5. No listed email or mailing addresses for management and no published address of the home office.What steps are being taken to resolve these basic Customer Service issues? If there is no secrecy, then what steps are being taken to prove that?

Regards,

Business

Response:

The mailing address for the corporate office is [redacted], PA [redacted] (also available on the Zito Media website). Shay B[redacted] is the director of technical operations; Chris R[redacted] is his supervisor. We do not have local phone numbers for the local offices. They are there for in person discussions; if you desire a phone conversation it goes through the call center. As for the remaining points, we need to refer back to the original request - what specifically happened that caused the need to escalate the call and what were the behaviors displayed that caused you to believe that Zito Media supplies sub-par customer support. If you can share the crux of the issue, we can work a lot faster to get it totally resolved. There is no attempt to be secretive, we are just unsure of what the problem is specifically.

Review: Have not had all channels for over 2 years. Cable line in lying on ground and then zip tied to an Iron railroad bridge ( that gets hit by lighting all the time), kids pull line down or cut it because it is in reach. I have repaired the line a few times. All they say is a work order is in place.. I have paid full price for cable for all time have not been offed a refund.Desired Settlement: All channels working and a bill adjustment for the last 2 + years.

Business

Response:

we are no longer servicing this area.

Review: Both my spouse and I teach and therefore rely very heavily on internet service at home to respond to students, plan lessons, and setup future classes. It is an expected part of our job that we are accessible in this way. From 2013 November until mid 2014 September we had flawless cable internet (no TV) from Zito Media. In mid-September our service became unreliable. Service was on some parts of some days, and off on others. We called Zito Media regularly when our service was out and were told a variety of things from "there being an area outage" to telling us that "they would be sending a tech out to work on it." Sometimes the internet came back, sometimes it didn't. Even when it came back on, it would go back down with a couple of hours to days. One time Zito Media reps told us to be home all day since they would be sending a tech out to work on our non-existent internet. I cut my day short, and spent the entire day at home, and no one from Zito Media showed up. I called to ask where the tech was and was informed that they had cancelled the tech visit without letting me know that my service call was cancelled! I asked for recompense for my time that I stayed home from work to make myself available to meet with them, and was I told they would do NOTHING for me! The spotty internet continued. We could no longer rely on it so we resorted to (again like other people who have filed complaints) staying at work longer, going to work when we normally would not have, and using our cell service as a hotspot and running up our cell bills. They have already credited me $2 for a couple of the days when we didn't have service. The only records they have of us not having service is when WE called in to report that, yet AGAIN, we had NO SERVICE.

I spent an hour and four minutes tonight (2014 November 10) trying to get recompensed for not being able to rely on their internet service for the past 6 weeks and having to pay for other services (through gas and phone bills) to cover their unreliability. Zito Media said that they would ONLY reimburse us for the times WE CALLED IN, but not the days when we had no internet (since they would be servicing it in a few days). They also would not reimburse us for days when we only had internet for a few hours at night while we were asleep. They would only reimburse us for full 24 hour periods without internet, even though they also said that they had no way to tell when we didn't have internet except for when we called in.

When I pay for a service, I expect to be able to rely on the party I paid. If I cannot rely on the service, even if it is on at random times, then I would like to be refunded for the time I could not rely on the service.

I went round and round with them tonight and they offered two options: 1) $15 off for the next 3 months, therefore making me pay for more service I suspect I would not be getting since they admitted to having OLD equipment that is CONSTANTLY breaking down (with there currently being a wide area outage) or 2) $25 now. I was able earlier to negotiate with one worker up to $40, but his supervisor would not honor his word and told us that that worker does not have the right/authorization to help us in this way. Since I couldn't get any further and the supervisor would not pass me any further up the chain, I finally said since the most I could get was $25, I'd go with that and cancel my service. The immediate response was that they could only give me a $4 refund since I was disconnecting and there were only 2 days into the billing cycle. This makes even less sense because the refund was for last month, not this month!

Zito Media has NOT been fair in providing reliable service. We are paying money each month for services that we cannot rely on. When we ask to be reimbursed for services not rendered, we are told, YOU CANNOT HAVE YOUR MONEY BACK EVEN THOUGH WE KNOW YOU CANNOT RELY ON US!Desired Settlement: One month's charges - $55

Business

Response:

attempted to contact this customer several times over the last week but was not able to make connection prior to their disconnect on 11/17.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

After playing phone tag for the last 9 days with the supervisor assigned to this problem (both our schedules have been crazy), she was able to provide me with a satisfactory refund like I thought should have been able to be solved in the first place. The supervisor (Amy) was very helpful and courteous.

Regards,

Review: Zito media's internet service in the [redacted] ID. area (including my home) is not being provided as promised by Zito media. I currently pay for 10Mb service and routinely receive 3 mb - 5 mb. I have contacted Zito media countless times to complain and each time I get a different answer (excuse). The last time I called they told me they still had me listed with an old [redacted] cable internet code. Several times they have said equipment is being sent to the [redacted] ID area to upgrade the system. Once I was told by a Zito manager that the upgrade will be complete in a couple of weeks.....that was 6 mo ago.I feel Zito media is intentional limiting the agreed upon service I am paying for, or intentionally neglecting needed upgrade of a known ineffective system. In continuing to charge full rate for a service they are well aware they are not providing, I feel this is a malicious criminal act. I pay for 10mb of service and get half, or less than half of that consistently.Desired Settlement: Zito needs to upgrade their system in this area to deliver the 10mb as agreed upon, or reduce my monthly fee by half of the current amount until such time 10mb is consistently delivered.

Business

Response:

We have provided several upgrades in this area to increase bandwidth and capacity. 5 Megs during peak times is acceptable speeds for the service. I have advised customer to call to schedule for tech to upgrade modem for customer.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I have not received any call to schedule an upgrade to the modem as the business (Zito Media) indicated in their response. As usual, this business simply makes yet another false statement to kick the can down the road vs fixing the problem.

I will accept the corrective action when and if it actually corrects the problem. The problem is not that I receive 5mb during peak use times. The problem is that I receive 2mb, 3mb, 4mb on a regular basis but pay for 10mb. In fact, the last time I called Zito to complain I was getting .45mb download. None of these speeds are acceptable. As far as the businesses comment that they have made several upgrades in the area, apparently those upgrades are not enough to fix the dismal speeds. I am not the only customer with this problem. I have spoke to nine other customers including city officials and they too have this problem......and Zito Media knows it!

Regards,

Business

Response:

this customer is scheduled for an install later this week. Currently they do not have service with Zito

Consumer

Response:

[

I have reviewed the response made by the business in reference to complaint ID [redacted], and this resolution is satisfactory .....for now. The complaint was generated when I did have Zito 10MB service. I since canceled the service to try the only other one service provider we have in this town. The sevice was DSL and even worse than the Zito service I complained about. I since elected to try (have connected) the 20Mb Zito service with hope the speeds will be better. I have had the Zito 20 MB service for about a week and there are still issues, but will give it time. I am regularly getting half to less than half of the 20 Mb download speeds wirelessly. We'll see how things go.

Regards,

Worst company EVER !!! My internet has been out for a week now and they still won't send a tech out . On top of that I'm paying for up to 65mbps and only getting 8.6 Mbps! if you value your health you will not do business with zero media because my blood pressure goes through the roof when I talk to them!

Review: I have been sending my payments as soon as I received it and this company says I didn't send a payment. My check go thru- and my bank sends them the cancelled checks I am being charged for 2 months payment and I have checks to prove that both months were paid.

There offices are not being properly cared for; they need new secretaryDesired Settlement: Payment has been made and no more charging for past due. Nothing has been past due. Checks to prove.

Business

Response:

a credit has been placed on the account as of 2/26 to account for the misplaced payment. No late fees have been charged to the customer.

Review: Our internet has worked less than 36 hours since March 21st despite numerous (around 25) phone calls to Zito asking for it to be repaired promptly. They say it is under a maintenance order and have no time frame for it being fixed. This is completely unacceptable and we get different stories from every customer service agent. My husband has an online college class. We need it to work now.Desired Settlement: Want it fixed now!

Business

Response:

November 7, 2014To whom it may concern:This is in response to complaint# [redacted] which was filed by

[redacted] from [redacted], AL.We rolled a maintenance tech to resolve customer said it was

still occurring so we were planning another roll, but customer cancelled

service prior to completion. Provided over $40 of credit in the last month to

offset service issues.Sincerely,Zito Media

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Our problems started in March. After NUMEROUS attempts to get help from Zito Media for a month (I called almost everyday), I filed the complaint with Revdex.com in April. They choose to respond now, in November. That is ridiculous. No one acknowledged this complaint before. I finally had to cancel in June I think. Everytime I called Zito, they promised to have a maintainance tech come fix the problem. It did not happen. Appointments were always cancelled or changed. They say I cancelled prior to completion. But I had been calling to get help for TWO months at this point. They refunded for SOME of the outage time, definitely not all. And they refunded some money since I cancelled mid month but it took two months after cancellation to get it. I strongly recommend never using Zito. We are now back with [redacted] and have no problems with their customer service. They are excellent.

Regards,

Review: I am supposed to have like 80 channels (estimated) but I have never had more than 20. My WIFI never works so I always have to connect to wifi using my other cell phone. This service is unacceptable and I have complained to Zito so many times and they dont seem to care.Desired Settlement: I want my service discounted for the loss in channels and the WIFI issue to be fixed. I am not paying for a service at full rate if I am not getting what is on my bill

Business

Response:

Spoke with customer, applied the necessary credits. Scheduled tech to resolve issue for Tuesday 6/3 due to customer's schedule.

Review: Three weeks ago I reported that channel 29, Fox News Channel, was not on. To this date it has not been fixed. I have been told there are eight channels out. My main concern is channel 29. My mother lives in a nursing home and ALL she can do is watch/listen to TV. Channel 29 is her favorite. It is often out and for weeks at a time. This company should not be in business as they have a horrible record for customer service.Desired Settlement: Get the channels back on that are part of the cable service they claim to provide. Require Zito Media to respond to customer requests for repairs.

Business

Response:

This should now be resolved

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We have had repeated issues with our internet service (or lack thereof). We have been down for days and even WEEKS at a time. Since the beginning of this year we have been completely without service for a totat of AT LEAST 4 weeks (out of 10 weeks). When I call customer service, I am told a different story every single time and have had several of them become quite rude, hateful and even derogatory. We don't even get notified 99% of the time that they have fixed our service, so if we don't call multiple times to get an update, we don't know if it is even fixed. We have been assured multiple times that a manager would call, but in 2 years we have received a grand total of TWO calls from anyone at Zito.

We were just out of service again from around Feb 21-Mar 5 and as of yesterday, it is out AGAIN. When I called today to get updates on the status, I had 4 different people once again tell me 4 different things about what was going on. I finally got in touch with one CSR who informed me that the outage we had been experiencing had been resolved, but we are still offline. He then informed me that there was another outage PAST us and when I had called in today (almost begging for help), the other CSRs apparently didn't even bother to inform the tech that was in the area working on the issue that we were still out. Now we have to wait on another tech to come out and fix it, which in the past has taken anywhere from 3-10 days to return. I work remotely which means if my internet is down I either have to pay to activate and use a hotspot I purchased (because of the unreliability of Zito) or I am unable to work and must take vacation time. This is the most unreliable, useless, poorly run business I've ever had the displeasure of dealing with.Desired Settlement: I want my service fixed - and not in 2 weeks when they can "get someone out there". I WILL be demanding a bill credit from the company, but I would also like for them to either provide the service they sold to us or stop doing business in this area until they can. If they cannot do so, I intend to also file a complaint with our state AG and will ask them to investigate the issues that many of us have had to deal with. I also want a phone call from a manager, a direct number that I can call to reach someone other than front-line support when this happens again, and an assurance that I no longer have to wait a week or more to even get someone out here to work on our service. In addition, it is highly advisable that all front line support, management and technicians be required to attend training on proper business practices, conflict resolution and ESPECIALLY a highly intensive ethics class.

Business

Response:

This is resolved

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

We had service restored (partially) for less than 4 days and it is now completely down again. That is not what I would call "fixed", it would be more appropriate to say it WAS "temporarily working".Regards,[redacted]

Business

Response:

Cable line was repaired 3 days ago. Service has been holding since repair

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company has worked with us to get this resolved and I am pleased with the recent interactions with them.

Regards,

Review: I resided in [redacted] between 2007-2011 in which I had cable services through [redacted] cable. The account was on auto-pay through my bank. When we were moved to [redacted] in the spring of 2011 I closed my [redacted] account. Because the account was closed, but my auto-pay option was not turned off, my bank simply returned the checks to me. While reviewing my bank statements in Feb 2013, I realized these checks to windjammer began to be cashed again in August of 2012, adding up to $800 taken from my bank account. We called [redacted] and were redirected to a company called Zito media. [redacted] had been bought out by this company who then began cashing my auto-pay checks on a closed account. We have been struggling ever since to have the company return our money. We have called endlessly for three months, being told by the end of February that we would have a check returned to us for the amount of $800 in 3-6 weeks. No check ever came, so we resumed calling the company to inquire on the status of our account. At every attempt we were given the run around, being told by representatives they would have to leave a note with accounts and they would call us back. We have never been called back, even after being told twice that a supervisor would contact us within the hour of our phone call. After the hour was up we would call back, and would again be told there was nothing the representative could do but leave messages with accounts and supervisors who have never followed through on contacting us. This is absurd that they would #1 begin cashing checks on a closed account, and #2 refuse to return our money to us.Desired Settlement: I want Zito Media to finally, after three months of phone calls and failed follow throughs to return the entirety of the amount they fradulently withdrew from my bank account for a closed cable service account. I also would like an explanation for why they failed REPEATEDLY to return my phone calls and to send refund as they claimed they were doing.

Business

Response:

Spoke with account holder ([redacted]) on 4/24 and a refund check will be sent out to customer on 4/25/13.

Review: Every since they bought out [redacted] cable. Out of [redacted] texas. We have lost [redacted] and other well known channels on our television. Now [redacted] is no longer working cut out right in the middle of the World Cup. My bill hasn't changed. But I'm still not getting the service that we where promised when they took over. Our family owned tgn cable company.Desired Settlement: We should not have to pay for channels that we do not have and are not getting anymore. Repair the service u have promised us six months ago if unable to fix we will file another complaint and be finished with zito media. And I would like a refund for paying for the channels I pay for and have not had since March of 2014.

Business

Response:

Zito Media does not have a contract to carry [redacted] channels including [redacted]. We opted to not renew that contract as the carriage rates were too high. We will work to remedy the [redacted] ASAP. As a former owner of the cable system, you know from time to time signals are lost or receivers need to be reset. We can provide a credit for the downtime of the [redacted] channel but we plan to add some new content to replace the lost [redacted] channels.

Review: We have had Zito Media for almost 2 years. We constantly have issues with quality of service. The Internet and the phone are almost always out and the TV reception is horrible. The majority of the time that we communicate with them we are amicable however they never say what they're going to do anything or attempt to fix the issue unless we threaten to report them. For the last week we have been without service and when we call to report the issue the customer representatives are very rude and refuse to connect us to a supervisor. This is very unethical business practices and it is a shame as so many businesses have no values or care to provide quality services anymore. We have been very patient and waiting for this to be fixed but this is starting to get ridiculous. A business should not be allowed to operate in a way that accepts such unethical and deceptive operating procedures. I want the issue resolved now and all future issues if any to be resolved in a timely manner.Desired Settlement: I want my service fixed and I want it to operate at the speed I am paying for which is currently 10 MB per second download and 1.5 MB per second upload.

I also expect any future issues to be resolved in a timely manner.

Business

Response:

As part of an effort to improve the service in [redacted] and [redacted] we brought in additional techs from outside areas to clean up the plant. In reviewing the customer's modem performance it has been online and stable for the last couple of days and the signal levels are within acceptable standards. Customer was provided a total of $35 of credit for various issues through the month.

Consumer

Response:

I have reviewed the response made by Zito Media in reference to complaint ID [redacted]. I have attached reference pictures regarding connection integrity of the line. Internet connection has been on for the last couple of days, hopefully it stays up.

Review: I got services installed with Zito Media. The tech left saying that he needed for a maintence tech to come out to get the services running. After a week or more the tech "came" out per the phone rep that I spoke with. Services still didn't work and they sent two more techs. Still not resolved. I emailed and call Zito Media a couple of times after that, services still didnt work and they refused to credit my money back or get the services working. I have an many complaints from other people with this as well.Desired Settlement: I would like for someone to come out reinstall services and get them working. I did pay my first months bill and an install charge. I never used the services. I had a couple of techs out and talked to many reps. The services would never fixed, I never was able to get online.

I either want the services working,and not have to pay the first month and install again or the money credited back all together.

Business

Response:

We have removed the customer from collections and will waive install fees if she reconnects services.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: The service that I have been receiving for the past 2 years has been down right deplorable. From day one of Zito Media buying out and taking over the cable service in the area that I live in, the service has been terrible. Channels are constantly freezing up, reception fuzzy, deleting channels without notifying the customers, being charged for channels and NOT getting them, and basicly being given the run around when calling to complain. For example, (this is just recently), my cable went out for about 3 hours on Sun Dec 29. When it came back on, it was a little fuzzy, but it cleared up after awhile. Then on Mon Dec 30th at about 11:30 am, my cable went out again and did not come back on. I called later that night and was told that a service tech would be out on Tues Dec 31st. T called Tues to confirm that they would be out and was told that they would be. I was home all day and was up till midnight waiting, no one showed or called to cancel. I called Wed morning, Jan 1st, to complain and was told that since it was a holiday, it would be Thurs, Jan 2nd, before they would come out to fix the cable. When I called on Thurs to confirm, I was told it would be Fri or Sat. I hung up after getting very upset. My sister called back to confirm this and was told that it was scheduled for Mon, Jan 6. This is highly unexceptable. I cannot afford satilite and there is no other cable providers for my area. I have tried to talk to upper management to no avail. No one wants to forward my calls or even give me the information that I requested so I can contact him myself.Desired Settlement: To receive the channels that I am not receiveing but am paying for, better cable customer service and better cable service.

Business

Response:

Customer issue was resolved on 1/3/14. Confirmed by tech manager from the area. In addition to credit of $12.05 placed on 1/2, another credit of $10 was issued for inconvenience.

Review: We were to receive internet and phone service on 11/13/2013 instead receive only partial service of internet on or around 12/4/2013 but no phone. They cut our phone line on 11/13/2013 and we were without phone for three weeks. After many many calls on my cell phone on hold and using all our family min we finally got full service on 12/04/2013. We were told by the last gentlemen we talked to at Zito Media that we would be credited for those three weeks. Today we received a bill for the past month that we had no service except one week and the next month and Zito billed us saying we were a month behind on our bill. This after the gentlemen told us to disregard the the first bill that came cause we did not have the service we requested. I called Zito and talked to a lady named [redacted] that told me we would be credited five dollars and would have to pay $72.80. The problem is they charged us $56.65 for the first month and credit us five dollars for three weeks of no service. Total bill for two moths is $77.80. [redacted] was very rude when I asked for supervisor and said there was no supervisor available, then told me after I persisted that supervisor wasn't available. So I asked when a supervisor would be available in the next 365 days and she said there was no one I could talk to. I told her I wanted to talk to supervisor again and she said no, your bill iss $72.80 and that's what you need to pay. The problem with this company is all telephone numbers through out the USA go directly to PA trunk station where people give you the run around. Even the local number here in [redacted], ca goes there. All I want to do is pay for something I received and not a penny more. Thank you Revdex.com for your time and understanding.Desired Settlement: Credit for the three weeks after 11/13/2013 and better staff training in customer service.

Our phone and internet now we are happy with [redacted] customer service at this company so far is really bad.

Business

Response:

Customer's monthly bill rate is $38.04 as the promotional rate for the first 6 months of phone service is $0/month. Since 11/20/13, customer has downloaded 133GB of data with almost 75GB occurring prior to 12/6/13. This shows HSD was functioning at that time. Since the customer was credited $5 already for a free service, we can add another $10 credit for the inconvenience the customer experience. This represents a total credit of almost 40% of the first month's billing. While all call traffic does route outside [redacted], we do provide an office that is staffed with a local agent that can be utilized by heading to the office at [redacted]

Review: I scheduled an appt with Zito media over two weeks ago. the appt was set up for Thursday, October 24, 2013 between 8-10 a.m. I waited an entire day and no one showed up. I made 5 phone calls to their company that day and later found out my appt had been rescheduled to today Tues Oct 29th but no one from the company called to tell me this. I found it out after the 5th phone call. Again today my appt was between 3 and 5 pm. It is now almost 7 pm and I have had no response. I am on my 3rd phone call to the company and have asked for a supervisor who was to return my call over an hour ago. I would like to file a complaint against them for the TERRIBLE customer service. If you need further information from me, please contact me and I will gladly talk to you. Thank you.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the digital converter box installed at an appt that someone actually keeps. I would also like compensation for the time off of work and numerous phone calls made.

Business

Response:

Installation was completed on 10/29. Customer account was credited on 11/18 for inconvenience.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Zito Media's response was that my account was to be credit for an inconvenience. I received my bill today which is the first bill received after the installation of the digital box. there was no adjustment in my bill. I would have thought it would have been on this bill if there was going to be an adjustment made.

Also since installing the digital converter box, there are times that the picture freezes and you have to wait to catch up on the show you are watching or you just miss that segment.

Thank you

Regards,

Business

Response:

Customer assumption was incorrect. The December billing was cut before the credit was placed. Current balance due is $58.13 rather than $69 stated on the bill.

Review: Zito Media's business practices are sub-par! I called them numerous times about the internet services that I have through them. The speed that I was supposed to have at the time was 10mbs which I was recieving only 3-4mbs on a good day.They sent out a technician, I upgraded my Modem that they "recommended" and also upgraded to 20mbs(also recommended)just to get faster speeds and after 2 months of almost daily calls to them they finally admitted to having too many people on the server which was overloading the system.I asked to be refunded for the 3 months of terrible service that I recieved and they told me that I would be refunded $5 for the difference of the 10mbs to the 20mbs! 5 dollars????? my bill for 3 months of the TERRIBLE speeds was at least $168!!! The Lady that I talked to on 6/21/14 was very arrogant and rude, Their internet speeds are variable on a daily basis and any complaints to them about it, they tell you that its not a guaranteed speed of 10mbs or 20mbs just a random speed of up to the max! They dont tell you that when you sign-up for the service though! Zito Medias business practices in my opinion are just terrible and careless!Desired Settlement: I would like to recieve a better refund for the terrible service that I was getting! 5 dollars does not justify it!The customer service Representitive needs some people skills!

Business

Response:

an incremental credit of $25 was added to the account. A technician was also sent to the customer's home to improve the RF levels on the modem to prevent degradation at night which are peak usage hours. We can adjust the code back to 10M if the customer would prefer rather than 20M. One point of clarification - this was not due to the service being oversold or congestion on the port.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Their response is full of lies! Several customer representatives that I talked to through my many calls to them told me that the server was overloaded and they had to order another card for the server to handle the load. They told me it would be 2weeks from the date of my last calls. It ended up being about 3 weeks! The ONLY Technician that I ever saw come to my house did absolutely nothing but told me that the issue stems from the main server and there was nothing that he could do to help at my house. The slow speeds were NOT only during their "PEAK" hours!! it was ALL hours of the day-not just at night!

Review: We have been without internet for four weeks and have been promised time and again that the repair man would be out almost every day. We just can not get a straight or honest answer from anyone and we can't get our service restored. I work from home most days and because of this outage I have had to drive 70 miles round trip each day to go into the office.Desired Settlement: Repair whatever the problem is and get my internet back up and running.

Business

Response:

modem is online and in use. Credit is applied to account

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,