Customer Service Should Not End the Moment a Customer Terminates
I am deeply disappointed with ViewQwest and the way they have handled my home internet termination. When I signed up for the service, the process was smooth and convenient. Installation was arranged, the equipment was brought to my home, and everything was set up for me. That level of service is clearly possible when a customer is coming on board. However, the moment I wanted to terminate the service, the experience changed completely. I was told that I have to physically bring the modem, power adaptor, and connecting cable down to ViewQwest myself. There appears to be no reasonable pickup option offered, even though the equipment was originally delivered and installed as part of the service. This feels extremely one-sided. The company is able to provide convenience when acquiring a customer, but once the customer wishes to leave, the burden is pushed entirely back onto them. This is not just about returning equipment. I am willing to return what needs to be returned. The issue is the lack of care, flexibility, and customer consideration in the process. For a home internet service, customers may include elderly users, people with children, people with work commitments, people with mobility issues, or simply people who do not have the time to travel down physically just to return equipment that was originally provided as part of an at-home installation service. A basic pickup option, even if chargeable, would be far more reasonable. What made this worse was the conduct of the service staff. The staff I dealt with were unhelpful and dismissive. Despite my repeated requests, I was not given a proper resolution or a reasonable escalation path. I also asked to speak with a supervisor, but this was not handled properly. A company should not only be customer-friendly at the point of sale. The real test of service quality is how you treat customers when something goes wrong, or when they choose to leave. ViewQwest, this termination process needs to be reviewed. Customers should not be made to feel trapped, dismissed, or inconvenienced simply because they are ending a service. I hope ViewQwest takes this seriously and provides a proper response, not just to me, but to all customers.