Lee Ann LaBorde

Platform: Google
Review Date: 7/29/20
Star Rating: ★✩✩✩✩
Status: COMPLETE

I really wish I did not have to give it a star at all. you can’t get a hold of any one when you need help. the lines go down all the tine. they have shut my business down now for 2 days straight I have been on hold for over 4 hours and you can never get a live person. do not use this provider especially if you are a business

6 responses to “Lee Ann LaBorde”

  1. From Michelle Ashworth:

    So for this one, customer reached out to our support team on 7/28. The dispatch SV was created at 2:25PM and Taylor Swystun was dispatched out on 7/29 ~12P. I actually spoke with this customer that same day at ~4:24P and the customer praised Taylor for resolving everything and said everything was working great now.

  2. From Michelle Ashworth:

    ​8/4/20: I tried to call her to make sure all of her concerns were addressed and to see if she would adjust her review to reflect this but she didn’t answer so I left a message.

    8/6/20: I was finally able to speak with this customer. At first she said she was still having issues, then admitted that all issues have since been resolved, but is now pretty much saying that even though her issues are resolved, she wants out of her contract or she will keep leaving bad reviews.. I tried to tell her that especially since we have resolved these issues, we probably won’t let her out of her contract but she was adamant that she wanted out. Not sure what to do at this point.

  3. David McElhaney on 9/8/2020 wrote:

    Lee Ann LaBorde – This customer states that she has had tons of problems over the last 3 years, even being down for multiple days without phone service. Her business has taken too big of hit to continue service with us since it keeps going down and sent in a cancellation check to Marlin about a week ago and is in the process of leavening us. She wasn’t interested in changing her reviews.

  4. Issue: Unsatisfactory service due to service outages.
    How we solved the issue: We dispatched a field technician to fix the problem on 7/29/2020. The same day the customer confirmed the issues have been resolved.
    What we are doing to prevent this issue in the future: We are creating a department that will make routine checks with our customers to ensure that they are 1) happy with their service 2) any issues to be escalated to the correct department and handled quickly 3) and be the customer’s point of contact for any questions or concerns.

  5. Public Response:

    Lee Ann, thank you so much for taking the time to write this review. We sincerely apologize that you have had issues with service, and we are deeply saddened that you ultimately chose to not continue with us as your telecom provider.
    We see that you called into our tech support desk on 7/28 due to a service outage and we then dispatched a tech on 7/29/20. Our tech fixed the problem modem (bad configuration pushed to it) and ensured your systems and service were working correctly. You confirmed late in the day on 7/29 that your service was up and working correctly, but we understand this must have been the last straw as you cancelled service soon after.
    In an effort to make sure we can resolve issues more quickly; we are creating a new department just to do this exact thing. This department will routinely check-in with our customers to ensure that they are 1) happy with their service 2) any issues to be escalated to the correct department and handled diligently 3) and be the customer’s point of contact for any questions or concerns.

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