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Original Comment To Whom It May Concern:<br /> <br /> As a 7 year customer to Suddenlink I have always enjoyed doing business with the company until the last couple of months. I have had the worst experience in the last 45 days that I hope to have with any company.<br /> <br /> I started to voice my concerns/complaints on Facebook to only notice Suddenlink doesn't allow you to leave comments. As a communication provider I would think communication would be what you specialize in. I find it funny that you have a Facebook page but you don't allow customers to write on your wall. The only way I'm able to comment is through a post Suddenlink sent. As a communication provider I would think your number one goal would be to communicate with your customers and hear what they have to say unless you know there's a problem and are unwilling to fix the issue or try to better your business from your listening to your customers. As a local business owner I invite customer's opinion, complaints or comments on how we are doing whether we are doing a great job or need some improvement. I have been a customer since 2006 on my home services and a business customer since 2011. I know a lot of friends, neighbors and even my employees have said how bad suddenlinks customer service is and how they changed providers because of it. I always had great service and never had any complaints about suddenlink. Yes, there would be increases on the bill however I understand that nothing will remain at the same cost.<br /> <br /> I noticed first hand last December what other previous Suddenlink customers were telling me about. Our business was moving locations and I set up a transfer to be completed mid-December. I was told at that time that a service rep. would contact me to let me know when the tech would be at our office to complete the transfer. Needless to say I waited 3 days and never heard from anyone. I was told they were working on it but that they still couldn't provide a date. I waited another couple of days and still no phone, no email, nothing. I called back again and got the same answer that they were working on it. Unfortunately, as you know a move doesn't just consist of cable (phone &amp; Internet). At this point I'm getting frustrated because over a week has passed nobody can tell me a date that the transfer will be completed and yet I have already planned a date for the movers to come, sent a letter to all of my clients letting them know we would be moving, and notified my landlord we would be out of the location. I figured by giving Suddenlink 2 weeks' notice that it would be ample time to set up a transfer. Needless to say on the day the schedule was set to be complete I still hadn't heard from Suddenlink. My father works next door to the local Suddenlink office and said he would go over and speak to them in person to find out what's going on since the local offices don't have an incoming phone number anymore. The sales lady was nice and told my father she was sorry but they had lost my order. I was in shock because how do you lose a work order for a customer that has been calling every day for the past week? If the ticket was truly lost how come for the last week when I called into the Tyler office to check on the status all the reps told me they were working on it?? I'm still waiting on the call (Jan 31) I was suppose to get from the rep that originally took my call and set the transfer up to be completed to let me know the date of the transfer since she said she would contact me. I didn't know it was the customer's responsibility to call every day to see if a date had been scheduled (POOR CUSTOMER SERVICE). Needless to say the transfer didn't get completed the day it was suppose to even though I gave a 2 week notice. Because of the schedule not being completed it caused me to have to reschedule the move, our IT gentlemen from coming out (he came the day the transfer was suppose to be completed and charged me for the service call since he couldn't complete his work without the internet), and have to notify all my clients again that we would not be moving on the day we originally notified them of, and had to contact my landlord to see if they had rented out our office space yet. Luckily our office space hadn't been rented out and they allowed me to rent by the day ( Costs I attained that were not needed and were caused by Suddenlink loosing my order and not completing it on the day the transfer was requested even though they had a 2 week notice).<br /> <br /> After a 3 &amp;#189; week nightmare our services were finally completed but not without more issues that I won't even go into(Staff members not trained and having to have 2 people to complete on office transfer because they didn't know what they were doing-Unprofessional)<br /> <br /> With the delay of getting the services completed it caused our office to be way behind. The week of Jan28-Jan31 I had been waking up two hours earlier than normal to go into the office to try and get caught up. The morning of Jan 31 I arrived at my office at 6:45am to find that the internet was not working. I restarted all computers unplugged the modem and still no connection. I called suddenlink from my cell phone to notify them. The young lady that took my call advised me that they were doing some system work and the internet was scheduled to be back up in a couple of hours. I asked if it was something that had been scheduled and her response was Yes. I asked if suddenlink would send an email out. She said no but that they call to notify their customers in advance. I asked how come I never received a phone call. She said they didn't have my phone number. 1ST How are you a communication provider and you don't send an email and you tell me I didn't get a call because you don't have my phone number. 2ND I pay Suddenlink every month for 4 phone lines. How can you tell me you don't have my phone number and I just had a transfer done in which they needed my number to supposedly call me to tell me when the transfer would be done. Nobody wants to wake up earlier than what they need to. Finding out I got to the office 2 hours earlier then when the internet would be back up and I was going to be sitting at the office not being productive infuriated me. I don't understand why if it was a scheduled outage why they wouldn't set it to be completed on a Sunday when most businesses are closed? I was told it would be back up at 8:00am. It is now 9:20am and still no internet.<br /> <br /> I would call and voice my complaints but Suddenlink discontinued there local office from receiving any inbound calls. Every time I call the Main office (Tyler) it's just a person that takes the call and doesn't care about the issues you are experiencing.<br /> <br /> I'm writing you this letter in hopes that your number one concern is your customers. If that is the case I'm hoping you will listen to your customer's issues and will implement change. As a formal Cox customer that was bought out by Suddenlink I have been loyal to Suddenlink for the last 7 years on my personal and business accounts. With what transpired this morning I will probably start looking at a new service provider on all of my accounts. Not only has this caused our office to be further behind on our work but now I'm looking at 3 of my employees siting in our office that I'm paying to do nothing.<br /> <br /> In hopes that you care what you customers are saying I have attached my contact information.<br /> <br /> <br /> <br /> Thanks,<br /> <br /> Karen Ehlers-Harwell<br /> <br /> <br /> <br /> CC: Debbie Milner<br /> <br /> <br /> <br /> <br /> <br /> P.S I called into Suddenlink (Tyler Location) and spoke to a Jimmy. I asked him if I could get Jerald L. Kents email address from him and his response was I don't know who that is. My response was you should as he is your boss-CEO. He then gave me another phone number to call. I asked what number that was and he said it was suddenlinks communications department. I called the number and spoke to a Meagan who said it was not Suddenlink it was Cox and she couldn't help me. I feel like I'm a ping pong ball that just gets tossed around.....

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