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Replying to:  Open Letter to Helio, Challange to change the following: by adnauseum   Jun 2, 2007, 9:06 PM

Re: Open Letter to Helio, Challange to change the following:

by glenn    Jun 15, 2007, 1:40 PM

It's even worse in the billing department. Matter of fact, I suggest that you just mail them a check for your monthly bill from now on. Reason? Last month when I paid my bill on line, they posted FOUR times to my checking account for a total of 1600+ dollars. This month, they did the same to the tune of over $800.

I am supposedly one of their first members (June '06). When I first got the service I absolutely loved it. Customer Service was knowledgeable and very friendly, and any minor problems were resolved right on the spot or by the end of the day. Now, after fighting with their CSRs (this time, for three straight days now), I get the distinct impression that they have farmed out all Customer Service and Tech operations.

Furthermore, having been a member since the start, I would think they would keep me posted on product developments and anything new coming down the pipeline. That doesn't happen. Matter of fact the way I found out about the Ocean was by accident, when I just happened to be doing a search on something totally unrelated.

Now, I'm not necessarily looking for a freebie, but it seems to me that HELIO would notify their existing customers about new products and services. The last time I received even an e-mail from them was with the failed hybrid card. A month ago I would've bought the Ocean if they would have offered me a good deal. But, not one word ever came from them. Evidently I get to pay the $300 full price just like everyone else.

So, the suddenly dodgy billing practices, along with surly customer service, and no discounts on new equipment has me thinking that HELIO doesn't want me as a "member" any more. Fine with me. I'll eat the cost of the phone and the $175 early term fee, and go back to a real phone company.

Too bad. I really thought they had the right idea.

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