An open letter to Jaguar Technologies (Jacksonville / Orlando) and anyone looking to contract them.

RE: Dispatching, Install, and Customer Service
To: Jaguar Technologies, et All.
CC: VP Operations @ Brighthouse Orlando

I’m a customer of bright-house out of Orlando/Ocoee and so far YOUR company has continuously failed at every given point, except for the actual technician that did the install. Someone in your office should know what is going on with this account by now, as I have called your dispatch office enough times.

You were supposed to have a technician do an install on Monday, 11/22 between 1 and 3pm. At 3 pm, there was no phone call and no technician. We have taken off of work and school to be home for your no show. At any business an employee would have been fired. ON THE SPOT.


4 more times we were told that you would have someone to our house within a half hour, but only after WE had to call YOU. By 6pm when I was heading home from Celebration, I was on the phone with bright-house WAITING IN QUEUE for your supervisors and phone reps to answer the phone. I told them if there wasn’t a tech at my house doing the install by the time I got home that I would tell the tech to leave. (a 40 minute drive.. that’s 10 minutes more than the 30 minutes I was told we would again be waiting)

• 6:45pm: when I arrived at home, there was obviously still no technician. I then called bright-house and was put on hold. I escalated and attempted to talk to ANY available supervisors only to be put in QUEUE again. After a 46 minute phone call we were again told someone would be there within a half hour as “the technician is on another job and needed help from his supervisor.” By the end of the phone call, after yet another half an hour.. still no technician.
• 730pm: I was then told by the brighthouse rep that Elix in dispatch (who was helpful during the situation) would be calling within 5 minutes to let me know what you were going to do.
• 7:40pm: I called your dispatch office (407-582-8500 — because I was not called like I was told I should be..) and I was told it would be another half hour by Elix.
• 8:15pm: I called again and the phone was not answered until I called on a different phone number
• 8:35pm: Elix called me and I was told a tech would be there soon.
• 10:30pm: The tech, Jose finally showed up.

The technician was actually human, compared to your incapable dispatch office. (I believe it was tech #710, Jose)
I want to thank Him, Elix, and their supervisor Cindy for getting him(Jose) out there. Everyone else in your office should be ASHAMED at how this was handled, and you need to seriously analyze your business.

(minor edit 5/2012) 
I haven’t given Jose enough credit here, after reading the comments and seeing the traffic this page has generated.. I want to sincerely thank Jose for coming out as late as he did, and staying to finish the job.  He understood the value of customer service and he finished the task at hand, which I have to give the utmost respect to. I’m still using the same connection he built, and I think that for most of us.. “the internet” is taken for granted. without him and people like him, we wouldn’t even have the means to communicate like this. 

The following morning we were called at 8am by bright-house’s automated service, after we were up until 1AM waiting for the install to complete. We had deadlines that were not able to be met by midnight, and now I am having to pick up the slack. I should have had internet when I walked in the door and got home. PERIOD.

Today, a technician showed up to our house with a work order to fix a wire and pipe, which we knew nothing about and no call was made to tell us. He rudely woke up Farrah, rang the doorbell multiple times, and called… Why was he even there? We couldn’t understand him or his accent on the phone. Why was this work order created?

The problem that needs to be addressed and WHY you are all getting this email:

1. Why were we asked to be at our house between 1 and 3 pm if you could not deliver?
2. Why were we continuously put on hold, repeatedly lied to and told it would be “another half hour”?
3. Why did your dispatch office not re-assign this job to another contractor?
4. Why does bright-house have to wait in queue for you to service their contracts?
5. Why are your supervisors given the title of “supervisor” if they do not have the ability to re-assign jobs/work orders?
6. Why did we have to wait 7.5+ hours for a technician to come to my house, perform an install alone, and why was he forced to stay until 1am to finish a job that your dispatch office screwed up. I truly feel sorry for your contractors.
7. Why was a work order created for today, without notice to us, and why was your tech not able to even communicate WHY he was there. He wasn’t even really sure about why he was there..

I hope you realize that you not only cost both Farrah and I time and money (I am a contract developer and I need internet at night to work, and Farrah needed to finish a graduation requirement for school by midnight) by having to wait for you to do your job. If this is how Jaguar technologies services the area, then I hope that any of bright-house’s customers never have problems with their devices and never have to call upon you for help. This is the single worst display of customer service I have ever encountered. I have worked in retail and the food industry; my career is Information Technologies; I have NEVER been treated so inadequately from ANY company. How you are still in business baffles me.

What makes this all so much worse is the fact that you did the SAME thing to me on an install in Daytona Beach, except you couldn’t even get a tech out that night, he had to come the next morning because your dispatch screwed that up too. and even then, he was STILL late. (Yes, he was late to the rescheduled appt.)

Had this been a first occurrence, I would have some patience with you; but this is disgusting. I am incredibly upset that bright-house networks and jaguar technologies work together. As an IT director myself, I am more than qualified to do your installs; had you even sent out even a phone rep with the modem (and with no technology experience!) I could have had this done job myself and none of this would have happened.

Jaguar Mgmt: You are incompetent and a disgrace to the IT world.
Brighthouse: Find a better/competent contractor corporate sub-contractor service) if you want to compete with VZW, AT&T, and Dish.

(edit: I am not referring to the installer/contractor that comes out to does the service at location, this was purely pointed at Jaguar Technologies as a company)  

And finally — after all of this — with no apologies, acceptance of fault, or resolution… Farrah and I are still left to pay for this service every month, while I could have canceled all of this at 4pm, called up Verizon and had FiOS installed before dark… AND for a cheaper monthly rate: $89.99 for phone, internet, and TV. (and that’s FIBER OPTIC TO HOUSE! not a dual channel cable modem…)

So I guess this is where it’s going to be left. The customer got screwed. The offenders are left without blame. And the service provider looks bad because of their contractor. What else am I left to say? I feel that if I ask any of you for ANYTHING, it will be completely ignored and forgotten about. You have hit rock bottom and I have no further expectations except failure from your company.

Regards,
AJ S. and Farrah K.

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