<<Did I read their email wrong? I didn't see anywhere they said anything about a 100% return of my money.>>
Sorry - I'm probably jumping the gun. In all my contacts with ONSL, once the RMA was obtained, it took very little time to obtain a full refund. I also never had a problem getting the RMA, although it did take some time. Of course, if necessary, you can always go the chargeback route, but I doubt it will come to that.
<<the object of disucssion here is how the level of customer service has fallen from previous level>>
That sounds reasonable. Back to one of the original questions - why do feel that the name or email address of a specific individual would represent an improvement in service? In my experience, simply replying to a service email gets you the same response as sending it to a specific individual. As to phone calls - I have yet to find an internet company that didn't have perpetual hold for service departments.
If you are looking for escalation (at any company, not just at ONSL), try sending your email to one of the executives, such as Jerry Kaplan.
I was re-reading your response to someone else's post, regarding your reasons for this whole thread. As I said above, I think this is a reasonable topic. Many companies do get too big too fast, and service can suffer. It is important to note these things, because the manner in which management responds to the problems directly affects their future successes. |
