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Michael, a systems integrator in Pasadena, CA, writes:
Ordered three DSLs on behalf of a customer in mid-March, 2000. In each case a) the circuit was not delivered as promised, b) the lines were downgraded, c) communications with the ILEC and the telco were totally incompetent and d) it's mid-June and the solution has not been delivered.
My firm (network integration) bears the brunt of the fragmented product delivery cycle from my customer. This bungling has cost my company $8,000 in lost time and our business advantage with our best customer.
It's ridiculous and something must be done. It's not just a CAIS thing, it's an industry-wide thing. We are blowing the opportunity to deploy DSL by non-existing communications and the necessary leverage/coordination between ISPs, ILEC, Telco, and Integrators. Customers without integrators are being left in the lurch or cancelling within 60days.
Damnit, we're killing a good product. Where's the coordination? How can we help? The consumer is being defrauded everytime they are forced to except a lower telespeed, DSL type,a missed FOC date, incorrect router assignment, etc.
I can only begin to convey to you the nightmare that my company and my customers have had to endure. Please help.
Jim of Fairfax, VA, sent us a copy of a letter he sent to CAIS:
Sometime in 1997 or 1998 I made the mistake of subscribing to CAIS dial-up Internet access on a one-year, annual basis, paying in advance for one year of service. At the end of that year, I switched to another provider and did not renew my subscription to your service.
You have, however, continued to bill me $169 for a subsequent year of service and have recently added yet another. I do not believe that I signed a self-renewing contract permitting you to bill me in perpetuity.
I have not used the service at anytime following the expiration of the initial one-year period and will never use any CAIS services again. I therefore ask that you eliminate these spurious charges from your records and refrain from further billing.
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