Poor Communication which leads to poor service.
With a company that offers so much to their customers they lack communication amongst themselves. I've had to put in a couple of helpdesk tickets (certain items in the house not working) and each time was a disaster. I was given a time frame someone would come out and either the time was changed and I wasn't aware, the tech never showed, didn't call ahead as I requested or didn't bring part(s) or neccessary equipment to do the job. With all of this I've lost countless hours of work due to the lack of communication in their office. For example: I've had four techicians come out, at different times and days, and none of them know what's going on with my ticket (problem) or what the last technician did. And forget about calling in an emergency, expect to get the problem fixed in no less than two weeks. Kind of makes me wonder what they consider an Emergency!! I do not recommend.