I thought you all might find interesting the letter I just wrote to Covad Investor Relations about the horrible service I have had over the past couple of weeks. Perhaps there is a reason why the stock has performed so horribly since I purchased it:
To to VP of Investor Relations:
I would like to take a moment of your time to complain about the horrible service I have received from your organization over the past two weeks. Three service appointments made to get my DSL service (through my ISP Mindspring) have been
missed by Covad. As I am a Covad shareholder, I am very concerned about such occurrences when a company I own stock in for almost a year performs so poorly to their customers.
As my ISP has a horrible time even getting in touch with Covad dispatch, I decided this time to try to call Covad directly. I have spent over 8 hours on the phone now
with Earthlink/Mindspring over the past two and a half weeks, so why not try Covad? I decided to call Covad directly as the problems appear to be primarily with them at
this point.
I called the 1-888-GO-COVAD number and talked to a tech rep. They wanted to know my order number, I told them I only had my trouble ticket number. Looking up my tt number, it had no info and she said she couldn't help me because I have already had functional service. I said please help, I am a Covad shareholder, I am appalled at the service I have received of late.
She said she would transfer me to the hold queue for my local dispatch. I waited almost 30 minutes to talk to someone, they again asked for my order number. I
told them I didn't have one, only a tt number. I told her that, she looked up the number. She told me my ticket was closed, that I didn't have an appointment
today. I told her I couldn't believe that, my service has been down for two weeks.
She hung up on me at this point! I wish I had gotten her name.
I would like to request an apology from someone high up in the Covad organization. I am amazed that Covad would treat a customer in this regard, much less a shareholder. If I do not receive some form of communication from Covad resolving
this issue to my satisfaction, I will have no choice but to sell my shares.
Sincerely,
Covad Shareholder
Houston, TX
I was also told by someone at Mindspring that Covad hangs up on them all the time. No wonder DSL service in the US is so screwed up! |
