Client Review on Mark Twain Communications Company

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September of 2016 signed my parents up for this service, which was installed the following week. The technician was unable to connect tv to Netflix at the time and stated to try again later and he would call Mon to see how all was going. My parents would not be back in town till Tues and asked him to call then, which he agreed too. NO CALL ever occurred. Since living in Florida I have spoken to customer service numerous times, tried to trouble shoot with both brothers, nephews, sister and brother in law, in last 10 months to no avail. The last conversation with Marktwain blamed it on Tv, stating signal strength was good. I have always insisted that the router/ modem was placed to far from tv to be effective, which they have always denied. Since being home July 14-17 my first order of business was to try and figure this out for my parents. So fired up iPad connected to Netflix working great at location of router, walk to tv and buffer all day long. Guess that answers the question of location problem? So being a Sunday, contacted customer service to see if they could have someone come out on Mon (my last day there) to move router. No way can they schedule that ,call customer service tomorrow. LOL so I went bought a WiFI extender installed and guess what no buffering. Emailed Marktwain to call on Mon to discuss. NO CALL! So Wednesday they spoke to my father and would be more then happy to schedule to come out and relocate for $ 50. Service fee and $ 100. Per hour for time. Seriously.!! I called spoke to Autumn and she agreed that service should have worked at installation. I asked for credit for WiFI extended of 2 months free internet service; which she can't authorize, but will speak to manager and get back with me, that was 7/20/2017. NO CALL as of yet 8/3/2017. As a health care professional, I can't over emphasize to my staff how important communication and customer service is in building customer LOYALTY. I have anywhere from 7-10 hours of time in phone calls to Marktwain, time with other family trying to trouble shoot, let alone cost to place WiFI extender to finally after 10+ hours get it to work. My hourly rate runs about $850. Hr in my business, so keeping inmind that their negligence costs me money should be important part of customer service. Apparently not! So to day I will call one more time. Then it's on to Joe Delaney President and or Jim Lyon General Manager. Will keep all posted. Autumn have your manager call me!12/22/2017So approximately 2 weeks after posting and 2 months after speaking with Autumn to have manager call me, John called from Marktwain.He was very pleasant, listened well and immediately went out himself to resolve the problem. I appreciate him calling and following up to resolve parents issue. Hopefully in the future the staff will be more attentive in a quicker time frame to resolve client issues.Thanks John truly appreciate you personally getting this fixed.