Customer Service Complaints

To complain or not to complain, that is the question! This is something I struggle with a bit when it comes to customer service. To any friends that heard the story 15 times already, I apologize!

I had an appointment set up for new installation of cable, telephone and internet service Friday with the technician arriving between 8 am and 12 pm. He arrived some time around 10:30 am. There was some trouble with the cable installation so they had to restart it a couple of times but after that all appeared to be well. As the installer is leaving the box reboots again all on its own...then a couple minutes later, it does it again. I go out to try to catch the guy as he is pulling out of the driveway, to no avail! I call the cable company and explain the situation, they call the installer back and he calls me. He has me try a couple of things but the box is still rebooting.

He told me he could be back to replace the box in a "couple of hours". At this point it is 11:20 so I am thinking he will be here around 1:20. At 3:00, still no service man! I call him again to find out his timeframe but his phone keeps dropping the call. I finally get him on the phone at 3:30. He tells me he can be here by 4:15, I told him that was fine as long as he would be finished by 4:35 as I had to leave at that time. He said it wouldn't take long. At 4:45, still no service man. I tried to call several times and finally just left a message stating that I had to leave. I was livid! I had waited all day to get this resolved, didn't run out and grab lunch as I was afraid I would miss him, didn't get to pick my daughter up from school as previously planned and was late getting home so my nanny could leave.

As I was getting ready to go out on a much needed date with the hubby, this service man calls me, at this point it is 6:40, to see if we are still at the house! I couldn't believe it. When I asked him what happened he said he had a couple of installations in Lusby he had to do before he could get to me and he "stuck his foot in his mouth". I told him that was not a good enough reason and if he knew at 3:30 that he was 30 miles away from me and had more installations to do before he could get here then he knew before he even gave me that time that he wasn't going to make it. All he could say was that I was right and his mistake was trying to make everyone happy. I'm sorry but I don't see how he could possibly think he was making me happy in any way!

So the struggle is this; do I complain to the cable company about the extremely poor service and disruption to my life (not to mention the mental distress!) and risk getting this guy in trouble or do I take the higher road and let the universe handle it? Let me know your thoughts!

I am not a doctor. Any advice or opinions I give are simply advice from life experience and not that of a professional!