My home phone, cable TV and high-speed Internet is enabled by a Quebec-based company called Videotron. With the bundled discounts, the whole thing usually works out to about $100/month.
When it works everything is great, but when it goes down I’m screwed. How, for instance, am I even supposed to let them know the service is down? Write them a letter?
What I ended up having to do tonight was sit outside and use my neighbour’s wireless connection to connect with a Videotron technician through a support chat. Here’s a transcript of what went down…
Connecting 
Welcome VideotronSucks! Please hold while we contact a representative. If a representative does not respond in a few seconds, then he/she is not available at this time.There is/are currently 5 active support session(s) before you. You may continue to hold or leave a message.
** (18:15:43) You are now speaking with Bryan, Technical Support. **
(18:15:48)Bryan : Hi
(18:15:54)VideotronSucks : Hey.
(18:16:04)Bryan : Which service are we speaking of?
(18:16:06)VideotronSucks : Any reports of cable outages in my area.
(18:16:09)VideotronSucks : All of them.
(18:16:23)Bryan : Could you tell me what your phone number so I can access your account ?
(18:16:29)VideotronSucks : By the way, if the cable goes out, and I have bundled package, how the hell am I supposed to get in touch with you?
(18:16:38)VideotronSucks : 514-369-4477
(18:18:45)Bryan : There is currently an outage in your sector. Technician are on site since 6pm. We don’t have any ETA for when service will be back up.
(18:19:08)Bryan : You are always able to contact us by cell phone, public phone, or as you are doing right now
(18:20:29)VideotronSucks : What I’m doing right now is a huge pain in the ass.
(18:20:37)VideotronSucks : I have to leave my house to solve this problem.
(18:20:44)VideotronSucks : What is your downtime policy?
(18:21:13)VideotronSucks : I don’t have a cell phone. I don’t need one. I work from home.
(18:21:21)VideotronSucks : Except that right now I can’t work.
(18:21:30)Bryan : What do you mean by downtime policy?
(18:21:33)VideotronSucks : This is not the first time this has happened and its really pissing me off.
(18:21:53)VideotronSucks : How do you reimburse your customers for times when your network fails?
(18:22:32)Bryan : As by the service contract, if service is down for 48 hours or more, you will be eligible for a credit
(18:23:43)VideotronSucks : What’s the credit?
(18:24:34)Bryan : We credit the service you lost by the number of days you lost them
(18:24:56)Bryan : these days need to be consecutive, as stated by the service contract
(18:25:28)VideotronSucks : So it’s your policy to make customers pay for nothing?
(18:25:33)VideotronSucks : How does that make any sense?
(18:26:15)Bryan : I’m only stating the service contract, which is available on our websote or at the back of your invoices
(18:26:49)Bryan : Anything else we can do to help you?
(18:28:19)VideotronSucks : So let me re-iterate. You don’t know what the problem is, you don’t know when it will be fixed and unless this thing stretches into two whole days, I’ve just got to shut up and pay my regular bill as if this never happened?
(18:30:33)Bryan : It is not to me to know the cause, as for the time, all I know is we have technicians on site for the past 30 minutes. As for the service contract, I do not make it, I only know the terms of it
(18:31:15)VideotronSucks : But have I stated things correctly? Please answer with a yes or a no.
(18:31:25)VideotronSucks : You don’t know what the problem is, you don’t know when it will be fixed and unless this thing stretches into two whole days, I’ve just got to shut up and pay my regular bill as if this never happened?
(18:31:44)Bryan : It is not to me to know the cause, as for the time, all I know is we have technicians on site for the past 30 minutes. As for the service contract, I do not make it, I only know the terms of it
(18:31:48)Bryan : Anything else we can do to help you?
(18:32:14)VideotronSucks : Yes. You can please answer my question. Have I sumarized things correctly or not?
(18:32:23)VideotronSucks : I want to make sure that I understand this correctly.
(18:33:09)Bryan : I have answered the question
(18:33:14)Bryan : Anything else we can do to help you?
(18:33:48)VideotronSucks : I would like a yes or no response please. I think you know that the answer is ‘yes’. Why won’t you type ‘yes’.
(18:33:58)VideotronSucks : Please act like a human being and not some corporate drone.
(18:34:18)Bryan : IF you do not have any other questions, we wish you a nice evening
(18:34:28)VideotronSucks : Please don’t hang up on me.
(18:34:45)VideotronSucks : I’m asking for a very simple thing.
(18:35:01)VideotronSucks : It would make all this frustration worthwhile if you would just come out and say what’s going on here.
(18:35:27)VideotronSucks : Don’t hide behind corporate double-speak.
(18:35:36)Bryan : As I said before, I do not have any informations as to what is the cause of the outage
(18:35:51)VideotronSucks : My service is broken and I have to keep paying for it.
(18:36:04)VideotronSucks : If there’s a fire, I can’t call 911.
(18:36:08)Bryan : As for the service contract, I do not make it, I only know the terms of it
(18:36:38)VideotronSucks : I will still be charged as if I could call 911, but I can’t.
(18:36:56)VideotronSucks : Your company will not suffer any penalties because of this failure.
(18:37:30)VideotronSucks : Your company, that makes lots and lots of money every year won’t have to pay a cent to me unless I’m without my Internet, phone and TV for two days.
(18:37:42)VideotronSucks : I’m the one that will have to pay for your mistake.
(18:37:46)Bryan : As for the service contract, I do not make it, I only know the terms of it
(18:38:00)VideotronSucks : Stop with that corporate double-speak.
(18:38:06)VideotronSucks : Obviously you don’t make it.
(18:38:21)VideotronSucks : So why can’t you just type, y-e-s?
(18:38:33)VideotronSucks : You understand what’s in the service contract right?
(18:40:04)Bryan : If you wish ti speak about the service contract, and regiter that you are unhappy with its terms, you can call customer service at 1-877-380-2511
(18:40:35)VideotronSucks : I am unhappy with the terms. Obviously. But that’s not the point here.
(18:40:43)VideotronSucks : I would like you to admit what you already know.
(18:40:57)VideotronSucks : If you’re going to screw me over, at least have the decency to be honest about it.
(18:41:23)VideotronSucks : You’re telling me that I’m going to have to keep paying as if I have service, even though I don’t.
(18:41:28)VideotronSucks : Is that correct, yes or no?
(18:42:37)Bryan : If the outage last for 48 consecutive hours or more, you will be eligible for a credit.
(18:42:58)VideotronSucks : Please. Please. Do not just re-type what you’ve already been typing.
(18:43:22)VideotronSucks : I’m asking a simple question.
(18:44:33)VideotronSucks : Unless this outage lasts for more than 48 hours, I will have to pay my bill as if it never happened? Yes or no please.
(18:45:32)Bryan : that’s the service contract
(18:46:15)VideotronSucks : This is so frustrating. Can you at least tell me why you won’t type ‘yes’?
(18:48:51)VideotronSucks : Are you still there?
(18:49:06)Bryan : Do you have any other technical questions about your services?
(18:49:59)VideotronSucks : Yes. I would like to know why you refuse to act like one person talking to another person.
(18:50:10)VideotronSucks : I am obviously upset about this situation.
(18:50:16)Bryan : Do you have any other technical questions about your services?
(18:50:59)VideotronSucks : Is it correct that I will be asked to pay for this outage as if I was receiving normal service?
(18:51:11)VideotronSucks : I pay about $100/month to Videotron.
(18:51:38)VideotronSucks : That’s about $3.30/day.
(18:52:04)VideotronSucks : You’re telling me that I’m going to have to pay your company $3.30 for, uh, nothing?
(18:52:28)VideotronSucks : A phone that doesn’t work. A tv full of static and no connection to the Internet?
(18:52:36)VideotronSucks : Is that what you’re saying?
(18:52:39)Bryan : pricing questions are of an adminitratives order, and should be directed to the customer service at 1-877-380-2511
(18:52:47)VideotronSucks : This is not a pricing question.
(18:53:03)VideotronSucks : I want you to be honest with me.
(18:53:32)VideotronSucks : Just tell me I’m going to have to pay for something that’s broken.
(18:53:39)VideotronSucks : Tell me that there’s nothing I can do about it.
(18:54:03)Bryan : I already answered that question
(18:54:12)VideotronSucks : Not really.
(18:54:20)VideotronSucks : Why won’t you just type yes?
(18:55:35)VideotronSucks : Your stated policy is to make customers pay for things that are broken for less than two days. Is that correct?
(18:56:04)Bryan : I already answered that question
(18:56:47)VideotronSucks : I don’t believe it has been answered. If it has, please answer it again. It’s a yes or no question that requires a yes or no answer.
(18:59:18)VideotronSucks : Are you still there?
(19:00:09)Bryan : I am
(19:00:23)VideotronSucks : So…?
(19:01:23)Bryan : if you have question about the service contract, you need to contact customer service at 1-877-380-2511
(19:01:37)VideotronSucks : It’s not a question about the service contract.
(19:01:48)VideotronSucks : And stop giving me phone numbers.
(19:01:54)VideotronSucks : MY PHONE IS BROKEN.
(19:02:03)VideotronSucks : That’s what this whole damn thing is about.
(19:02:14)VideotronSucks : Jesus.
(19:03:17)VideotronSucks : I’ll stay online all night if I have to.
(19:03:23)VideotronSucks : Can’t go home and watch tv.
(19:03:33)VideotronSucks : Can’t call any of my friends to find out what they’re up to.
(19:03:55)VideotronSucks : Just me, sitting on the curb, using someone else’s wireless Internet connection.
(19:04:04)VideotronSucks : They obviously aren’t a Videotron customer…
(19:04:59)VideotronSucks : Alright, so any news yet on when the service will be restored?
(19:06:37)VideotronSucks : Are you doing something else right now?
(19:07:04)VideotronSucks : Why is it taking you several minutes to respond to simple questions?
(19:07:56)VideotronSucks : Are you still there?
(19:08:30)Bryan : Since you are asking questions I already answered, I am helping other customers at the same time
(19:09:26)VideotronSucks : You haven’t answered my questions at all. And like I said, if you believe you have, please just answer my simple question and I’ll go on my merry way.
(19:10:18)VideotronSucks : First of all, since we’ve been online for…almost an hour now, is there any update on this problem?
(19:10:31)Bryan : I did, I told you what the service contract states, I told you where to find this service contract, and I have answerd the question about the outage
(19:10:36)Bryan : the is no more I can do
(19:11:21)VideotronSucks : Can we deal with that later? For now I’d like to know if there are any updates on the cable outage.
(19:12:09)Bryan : no there is none
(19:12:23)VideotronSucks : How big an area is affected?
(19:12:45)Bryan : I do not have this information
(19:13:19)VideotronSucks : How do you know when I give you my phone number that there’s an outage in my area?
(19:14:30)Bryan : I am able to check in which area u are and if this area is in trouble, I do not have the information as of how many customer we have in any stated area
(19:14:47)VideotronSucks : So how big is that area?
(19:16:14)Bryan : I do not have this information
(19:16:29)VideotronSucks : What area am I in?
(19:18:03)Bryan : MO-GM0
(19:18:15)VideotronSucks : What does that mean?
(19:18:27)Bryan : its the area you are in
(19:18:55)VideotronSucks : Do you have a map that shows what that area is?
(19:19:28)Bryan : no, I don’t
(19:20:10)Bryan : like I said, Iève given you all the information I had about this outage, if you don’t have any other question we will have to terminate this chat session
(19:20:22)VideotronSucks : Please don’t terminate.
(19:20:28)VideotronSucks : I have an outstanding question.
(19:21:35)VideotronSucks : Is it your understanding of the Videotron policy that customers will have to pay for outages that last less than 48 hours?
(19:21:39)VideotronSucks : Yes or no please.
(19:22:41)Bryan : that is the service contract for residential customer
(19:22:55)VideotronSucks : Why won’t you type yes?
(19:23:00)VideotronSucks : Can you at least answer that?
(19:23:19)VideotronSucks : Please?
(19:25:32)VideotronSucks : Are you still there?
(19:25:49)Bryan : I am
(19:26:36)VideotronSucks : Can you please tell me why you won’t just type ‘yes’ to what is so obviously a ‘yes’ answer?
(19:26:57)VideotronSucks : Is it your company policy not to type ‘yes’ to questions like this?
(19:28:02)VideotronSucks : Hello?
(19:29:00)Bryan : yes, or no are answers that can lead to interpretation, it is personally that I choose to answer by giving an explanation, instead of a plain yes, or no
(19:29:53)VideotronSucks : That’s funny. You think a longer answer is more clear and less open to interpretation than a ‘yes’ or ‘no’ answer?
(19:30:14)VideotronSucks : And that’s your own personal belief and not that of the company?
(19:31:51)Bryan : There is no rule that I know of from the company about this, but I’m a technician, therefore, I do not judge necessary for me to speak about service contract, which is of administrative relevance
(19:32:49)VideotronSucks : Sigh.
(19:33:26)VideotronSucks : This would have been so much easier if you’d just said, “Yes, that’s the policy, sorry dude, I know it sucks. I don’t like paying for broken shit either.”
(19:33:44)VideotronSucks : That would have been one human talking to another human.
(19:34:08)VideotronSucks : That would have made me feel like you cared, even a little bit.
(19:34:55)VideotronSucks : I’ve been a Videotron customer for years and it chaps my ass that when you leave me in the lurch with no phone service, no internet and no TV that you don’t seem to be even a little bit sorry about it.
(19:35:19)VideotronSucks : Not only are you not sorry, your policy is to make me continue to pay as if I was receiving my normal service.
(19:35:29)VideotronSucks : That sucks. Big time.
(19:39:22)VideotronSucks : Could you at least apologize on behalf of Videotron for the inconvenience that this outage has caused?
(19:40:45)Bryan : of course
(19:40:56)VideotronSucks : Great. Go ahead.
(19:41:05)Bryan : We apologize for the inconvenience this situation is causing you
(19:41:45)VideotronSucks : Thanks. Please call me when service has been re-established.
(19:42:09)Bryan : I can not call all the customers when service is re-establish
(19:42:27)VideotronSucks : Then just call me.
(19:42:49)Bryan : I’m sorry, that is not something we can do
(19:43:18)VideotronSucks : OK, forget it. I’m joking anyhow. Goodnight.
(19:43:32)Bryan : Thank you for using our chat technical support. Have a nice evening
