Sisna: A poor internet service provider (in my opinion)

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SISNA Refund Policy ...
What follows is [an only-slightly-censored] copy of mail exchange with Sisna, an Internet Service Provider(www.sisna.com). Sisna email ( YOU MAY HAVE FOUND THIS PAGE VIA http://ink.yahoo.com/bin/query?p=sisna+refund&hc=0&hs=0 or similar search engine link) This page was last updated 03/04/01 To: customer service Last week I signed up for a new account. Two days ago, when I tried using it, the account was not active. I'm not at a computer where I can try it right now. I wrote to you with this same question yesterday. I want to know if my account is active now. My username is [???]. From: customer service i was not able to locate your user name or full name on the server. please indicate when you paid and under which account, tribune , state , or unlimited so i can track it down in accounting. thanks Dear Sisna, I can never get connected when I want to. Your phone rings, and rings and no modem picks up. Right now I've been on hold for 10 minutes, telephone to ear, and no one answers on your voice support line! You took one week to activate my account [even though you promised 24-hr turnaround - Ed.], and it's now my opinion that you do not have good service. I would like to cancel, and get a full refund, including EVERYTHING. If you have a problem with that, I'll explain it more if you call me at [telephone number removed. Ed.] SINCERELY, Harald [acct-password information removed for publication here. Ed.] [SISNA Refund policy] In order to cancel your account you must follow the following procedure: Cancellations will only be accepted in writing via U.S. mail to the following address: SISNA, Inc. Attn: Cancellations 1405 E. 2100 So. Salt Lake City, UT 84105 The following items must be included in the cancellation letter: 1. Full name and address 2. Username and password 3. Subscription date 4. Reason for Cancellation 5. Method of payment * Credit card number used In order not to be billed for the next billing cycle, cancellation requests must be received 10 days prior to the end of your current billing cycle. Please allow 10 days for the processing of refunds. SISNA Refund policy 1. Setup, software and shipping fees are nonrefundable. 2. Cancellations after the new billing period, but before the 15th of he initial billing cycle will receive 1/2 months credit for any unused months. 3. Cancellations after the new billing period, but after the 15th day of the cycle will receive no credit for that month. 4. All refunds are reimbursed in the same matter as the initial payment. Any questions contact the accounting department at 467-7852 between the hours of 9:00 am and 5:00 pm. John DeGrey System Administrator webspinner@sisna.com (801) 467-7852 (801) 467-5166 Dar Sisna, Our procedure mandates that your communication to us must ALSO be in writing. Thank you, I will expect a letter from you that says what your email just said. I will also put out a web page describing the troubles I've had with you. SINCERELY, --Harald If you wish-I am sending you a photo-copy of SISNA's cancellation policy. When we tell you to put it in writing-we are only trying to help you go through the proper procedure. As always-SISNA is apolagises if we did not service you properly. Dear Sisna, Yes, you may send me this. I never read this policy before. If you like, I will send you a photocopy of OUR policy which delineates how we are not bound by policies we've never read. Please respond if you want it. Meanwhile, I will tell my friends and co-workers about the trouble I'm having with you people, and how you, Sisna is trying to cheat its victims by not providing quality service and by trying to keep the money. Please include in your printed policy the level of service I could have expected from SISNA. SINCERELY, --Harald Email or SISNA on 8/7/96 Dear Sisna, Thank you for the Xerox copy of your policy, which arrived today. That you sent the policy paper to my home means that you have no doubt that it is really I with whom you are dealing. You just want me to jump thru some hoops before I can get my FULL refund. Queer, I think. The Xerox you sent me contains essentially the same information you have already emailed me, but some parts of it has been censored-out on my copy. Why is that? The top part of the paper, entitled “SISNA CANCELLATION POLICY” has "CANCELLATION POLICY” blacked out, but if I hold the paper up to the light, I can read it well enough. Similarly, near the center there once was the heading “REFUND POLICY”, but it, too, is censored with a big fat felt-tip pen. What am I to make of the alteration? Your Refund and Cancellation “policies” ask for the same information I’ve already given you; and nowhere in your policies do you require a signature from me! Hoe queer. Why make me go thru all this? Why risk poor customer relations? Is it just to hang onto my few dollars a bit longer? The fact that you will not give a refund makes me think that you want to cheat your victims out of the money they paid. We expected good service. I my case I haven’t gotten it but I will get my money back!! I’ll get an apology too, I bet. I enjoy corresponding with you very much. Please continue, or send me my goddam money back. Sincerely, Harald To: INF02@worldnet.att.net (by way of Jeff Barton ) From: "Henry J. Smith" Subject: Re: I enjoy corresponding with you X-Sender: Henry@mail.sisna.com X-Info: SISNA Date: Wed, 14 Aug 96 21:34:50 +0000 Please indicate what you are talking about. Where are you e-mailing from? [...Copy of previous part of THIS web page removed --Ed..] Henry J. Smith CEO SISNA, Inc. Henry@sisna.com From guest Wed Aug 21 23:28:39 1996 From: xxxxxxx@aol.com Date: Wed, 21 Aug 1996 23:28:36 -0400 To: INFO@nowscape.com Subject: New user Hey, I'm about to go online with those guys. It's wed. I spoke with Sisna on mon. They told me that I'd be online on Tues. Still not on with'em yet !!! Great job on publishing you correspondence. Very Cool !! Any advice you give I'd appreciate. 3-11-97 Dear Sisna, Thank you for attempting to bill my credit card again, after all this time!! I'm sorry to have taken up so much of your time on the telephone today. It was kind of you, after about 20 min, to take my suggestion to look up the answers and then call me back to tell me it. And you did that. What you said, in effect is that you tried to bill me (unsuccessfully, thank god/s) since September of last year! I have told you again today, about this web page and have offered to correct any of it that you find is not true. Unfortunately, the lady at 801/467-7852 hung up on me after I agin requested a refund. I think she was rude. Your computers were slow today. It shouldn't take 20 minutes to look up an account. ps: I still want my money back! At 05:15 PM 1/26/99 -0800, you wrote: DEAR SISNA, is this so? http://nowscape.com/sisnasuk.htm From: webguy (by way of customerservice@sisna.com) <webguy@sisna.com> To: GODS9@prodigy.net <GODS9@prodigy.net> Date: Wednesday, January 27, 1999 9:34 AM Subject: Re: this information is really outdated 96, 97 issues. we have since moved downtown and purchased all new equipment. you will notice no 99 information on your site. To:customerservice@sisna.com Dear Sisna, You have never refunded the money I paid when I cancelled my account. I still want my money back! Please let me know if you intend to repay it. In your reply, from yesterday (above) you do not deny the accuracy of my (this web site's) account; you only state that the "issue" is 2-3 years old. That is how long you have kept my money! What's new? The issue is correct as stated! I have no idea why you would want to fluff up your story by announcing that you have new equipment. Everybody buys new computer equipment, for Christ's sake, especially after 2-3 years. I've had 3 computers since we last talked. It's much to do about nothing! I think you weak to attempt to make a big deal of having purchased new stuff ...And to state that you have moved... You get the point. Please refund my money. Thank you kindly in advance, --Harald From: ???@aol.com To: INFO@nowscape.com Date: Sunday, April 04, 1999 Subject: Hi I just read your page, and I think its great- I hope you have gotten, or get your money back! From: INFO@nowscape.com To: ???@aol.com Cc: customerservice@sisna.com Date: Sunday, April 04, 1999 Subject: Re: Hi No, I have not yet gotten my money back... I will post it when and if it happens. Thanks for investigating the scam files on the net. --Harald P.S.: RE http://nowscape.com/sisnasuk.htm Date: 8-8-2000 To whom it may concern, I found your Sisna page via a Yahoo search. ( http://nowscape.com/suck/sisnasuk.htm ) Not only did I find the information on the page accurate, I have other information you may be interested in. I worked at Sisna in their technical support divison from January to May of 1999. In that time period, I witnessed many situations that were disturbing. Sisna provided (and continues to provide) low-quality service, while not accepting responsibility for their problems. They always find someone else to blame for connection of service problems. Also, their treatment of employees is abysmal, to say the least. Tech support operators are given as little information as possible, not briefed on new hosting accounts that Sisna has acquired (more on that later), and kept in the dark as it pertains to most issues. They are also encouraged to give stock answers to customers that call in, even if the answer is a lie. Sisna wants the public to think it provides 24-hour support, yet uses the support staff for nothing more than PR agents, there to answer phones and tell customers lies to get them off the phone as quickly as possible. Another area where Sisna should cone under scrutiny is their hosting activities. Sisna currently hosts several other ISP's services. Sisna tech support is required to answer calls for these other services as well. A Sisna tech support operator is not allowed to identify themselves as a Sisna employee, in order to fool the customer into thinking that the operator works only for the ISP they have an account with. Operators are trained to answer the phone with the generic greeting "internet tech support". The low quality of the Sisna service is resold under several other names, including T-Three (www.t-three.com) and Deseret Online (www.deseretonline.com). Sisna has spread it's already thin resources even thinner, making a tech's job harder, and their service even worse. With all the problems Sisna has, they manage to keep only the worst employees for any amount of time. Practically eny employee who lasts more than nine months is put in some sort of authoritative position. As such, they are allowed to get away with stunts that most ISP's (or any other employer) would not allow. Employees have used company resources to host mp3/porn servers. You may feel free to use any of this information you choose, although I would prefer to remain anonymous. [signature removed by author's request; -- ED] __________________________________________________ Do You Yahoo!? Talk to your friends online with Yahoo! Messenger.

Unpleasant experiences with companies and organizations. Scams.