On today, I had an appointment from 11-2. I set this appointment up two weeks prior, because I have to work during the day 8-4:30 and Saturdays are the only days that work for me. I received a call at 10, from "E" asking could he come by early, he was on 38th street. It was not a problem. So "E" comes and asks if I have a dog. No, I don't. Neither does my next door neighbor. He goes to work on the line and comes back to tell me that he needs to go to the street behind me to work. Whatever it takes. "E" comes back and says that he tried to get to the pole, however a dog jumped at him. He tried knocking on the neighbors' door, but no one answered. He says that he will try to go back and speak to the neighbor and ask her to put the dog up. He goes back around, but alas, no luck. "E" drives back to my house and explains that he knocked on the door, but the "little old lady" peeked through the window, but didn't answer. I will need to reschedule (lucky me) and could I please talk to her to have her put the dog up. Now my first thought is that I don't know this old lady, maybe I should just get ATT to come out. Then I get outraged, no I have waited two weeks for this and rearranged my schedule with my children to be here. I want cable. So after he leaves, I go to 4411 Wood to speak to the lady, prepared to offer to help put the dog up or at least pay her for her inconvenience. The little old lady is outside, loading up a truck. I didn't know her then, but I know her now. Donna, who is also a customer and looks about 50, is outside. I ask her if she is able to put her dog up so that I can call TWCKC back to get my cable. She says that she saw "E" trying to climb her fence. That is why the dog came at him. She says there is an alley that the other techs use so he should use it too. (By the way, the pole is not even in her yard.) She says that if they need to know where the alley is to let her know. I call back, because hey, it's only 12:15 and my appointment was between 11 and 2, he was obviously ahead of schedule, maybe he can come back. Instead after dealing with an aggressive male, I am told that I cannot speak to a supervisor, however he can give the message to one and one can call me back. My response was if he can give the message to one, why can't he transfer the call to one? He cannot. So I wait, but none calls, surprise, surprise. So I call back and get a lovely lady, who emails the tech dept? and calls me back and advises me that the tech HAD to get into Donna's yard to fix the problem. I went back to Donna, which is when she advised me that the pole is not in her yard, why does he have to get in, I don't know. So, Donna shows me where the alley is, so that I can show the tech when he comes back. I call back, however I am told that I cannot get service today, I will have to reschedule. Are you kidding me? I have had this appointment for two weeks. It's not even 2 yet. I talk to the lady, she says that she will email the supervisor for me again. Finally at 2, I give up having devoted my whole morning schedule to you and call back to reschedule. I am told that I can have an appointment on Tuesday from 8-11, however, I work and am not able to be there. Do I have another adult who could be there. Nope, a single parent with a teen that is only 13. What about 5-7, problem with that is I get off work at 4:30 and it is a 30-45 min drive. Not working for me. So here I am having to schedule for NEXT saturday, giving up another morning with you. My kids have to go another week without service. They are disappointed, I am disappointed, Donna is inconvienced (TWICE) and I am offered a $20 credit. Is that justice? How about good customer service? How about someone who is willing to do the job he is contracted to do? Just fyi, it is estimated that for every customer complaint received, there are at least 26 complaints that are never expressed. What are the implications of this statistic? Furthermore, a customer with a complaint is likely to tell 20-25 other customers and potential customers about his complaint. Oh and here it is 4:09 and I still haven't gotten a call back from a supervisor.