My Internet Problems Continue… Bad Customer Service Continues


Hi – No blog post with actual, typical Lean content today… as you might have read earlier in the week, my experience as a new Frontier FIOS internet customer was a complete disaster. I'm on Day 10 without working home office internet, which is both frustrating AND very time consuming.

Lots of “face palms” lately

I had been waiting to get Time Warner cable internet installed, which was really my only other “high-speed” choice even though it's one-third the speed of FIOS (the AT&T service offered in our neighborhood is too slow). Yesterday, a Time Warner technician came out and did the inside part of the installation in our house, but couldn't get it working.

When the supervisor arrived (fairly quickly, within an hour, thankfully), he informed me that the installer had made an error and it would be corrected. That gave me hope. Oops.

An hour later, the story changed, and I was told that they'd have to come do some “construction” in the area to get the line and signal working. The line running in the neighborhood and to my house had “zero signal.” Does that mean I'm the only customer in the neighborhood or something? How did they not know this?

So, I waited a week for an appointment with Time Warner. They showed up on time, within a one-hour window (unlike Frontier, which didn't up for a promised service visit, during a 4-hour window, last week)… but now I have to wait another “3 to 5 business days” to actually have working internet. It's a shame they couldn't have figured that out during my first wait.

To their credit, when I've had to call Time Warner for updates, I'm able to get through without much of a wait, where calling Frontier almost always meant 30- to 60-minute hold times.

Moving, getting settled into a new house, and dealing with various service providers has been very time consuming.All I have is my iPhone hot spot and trips to the local coffee shop. I hope to get back to more regular blog and podcast activity soon. These are definitely “first world problems,” but it's annoying and time consuming.

Oh, I finally got a phone call from somebody at Frontier about my service problems. But, they had a pretty bad attitude and made it pretty clear that they were only calling me because I had filed a complaint with the FCC and they were legally obligated to follow up. Sheesh.

But anyway… what did you work on this week that was interesting? I've been working on a few presentations and have been prepping for some upcoming client work. Leave a comment (you can do so anonymously) if you have cool Lean or continuous improvement stuff to share from the week.


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Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker, and podcaster with experience in healthcare, manufacturing, and startups. Mark's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation. He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean. Mark is also a Senior Advisor to the technology company KaiNexus.


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