Here is a good one for all of you. I was a relatively happy Primus customer of r year or so until I needed to put in a move request, below is a summary of the events as they are far too numerous to explain indetail/
Sep 15 -initial request placed for Oct 15 - triple bundle subscriber -30 minutes on phone
Sep 20 -change original request as closing date for house changed- 35 minutes on phone
Oct 20 -move in and no phone or internet, called primus> they say the original request was cancelled, no record of change, told me new request would take another week -90 minutes on phone
Oct 24 -still no access, call Primus - told me there were two requests entered for same address and date, so provisioning canceled with no call to customer. I escalated and manged to get phone provisioned, told me internet would be active NoV 4, also told me duplicate request would be closed - 120 minutes on phone
Nov4 - no internet, called primus, provisioning unable to activate due to Bell? attempted to escalate, no manager available - 60 minutes on phone
Nov 7 - still no internet, provisioning unable to activate, Bell technician scheduled next day.- 60 minutes
Nov 8 -no show on Bell tech, call was cancelled as the provisioning order canceled from Primus so Bell order also canceled. Primus manger stated that because both requests were canceled instead of one. At this time I cancel all requests and sign up with Bel whom I hate, but dispise rogers even more. Keep phone online for one week until Bell can adjust. - 180 minutes on phone
Dec 8 -first bill, $150 dollars over what is expected because primus was billing for old address and new address as the original service was never terminated as part of original move order. Primus finally confirms billing and technician tells me all is well and billing has been adjusted as it should be- 60 minutes on phone.
Dec 20 - I get past due notice in mail for three months of service, Call primus, no entry made from last call, no editing of billing information. I demand to talk to manager, no one available.
Jan 5 - I have finally talked to a "manager" and she has "corrected" my account and has confirmed that I am entitled to a $94 dollar refund which will be sent in a week or two.
Jan 25 - Contact Primus to find out why I have received a collection notice last week and where my refund cheque is, turns out that the last person should have marked my account as clear yet: forgot" to so all the collection triggers still set. When he reviewed account details, he apologized and told me all was clear (we will see). I tried to find out about my cheque, and the agent told me that once the amount was determined a request is put in and it takes three weeks to clear, it then goes to another process once that is done to actually cut the cheque, two more weeks. -180 minutes on phone.
So here I am, almost four months exactly since the original move date and i am waiting for a Manage to call to try and expedite the process, I am not holding out for a call from Roger has they have yet to mange a follow up call. Apparently my account has been cleared of all flags and everything should be ok, again, not much hope as they have not got it right yet.
I am a Service Desk Manager and have run help desks for GE, IBM and other large companies. I can say without a doubt that my recent experience has been the worst ever and almost makes Rogers and Bell look good. I would advise anyone that is considering to use primus, to suck it up and stay with Bell or Rogers.
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