I think most of us recognize a "B team" when we see it. You know, a team that will never quite make it to the top. Sure, it has a few good seasons but is always missing that big something that puts it over the top.
Well, right now that is my opinion of Surewest, our Internet service provider as well as our telephone and cable television provider. They're still a small company, originally from Roseville (Placer County) but now branching out to several communities in Sacramento County including Carmichael. Being small, they've been able to be more innovative and were the first in our area to offer broadband Internet access, fiberoptic cable, and bundled Internet, TV, and phone service. But being small, they also tend to have service problems such as e-mail and internet outages that are more frequent and last longer than other providers.
But my latest concern with them is from two pieces of mail.
The first informed me an upgrade was REQUIRED to continue enjoying Surewest services and that I MUST call to schedule the FREE upgrade. If I called soon enough I'd get a free month of Internet service. I called and found myself facing the dreadful "automated answering machine" labyrinth. Once I did get to talk with a human, he seemed surprised at my call (so much for the "required" part) and at any free month of service but he assured me the upgrade itself was free. It just takes 4 hours and the soonest we can schedule it is 4 weeks from now. He also assured me that I wouldn't have to upgrade my TV or TIVO to work with the new system. But if I ever wanted to upgrade to HDTV then I'd need this upgrade. So I agreed.
Two days later I get another piece of mail offering a six month trial of the Encore channels (as a "valued customer"). I called the suggested number and was quickly connected to another automated answering machine - this time one that seemed to think I was interested in purchasing Surewest cell phones. There was no option to select the Encore channel offer.
Once again I persisted long enough to talk with a human, actually 3 of them in turn as each passed the buck to the next. Yes, the offer is valid but it couldn't be processed because there was an outstanding work order on my system - the network upgrade! The free offer would expire before the work order was scheduled to be completed but the customer service rep assured me that by "grabbing the offer code" today, I would still get the six month free trial absolutely free whenever it finally is able to be implemented. I just needed to call again and remind them once the first work order is complete.
Surewest - the company that thinks it can but isn't so sure!
