| Here's an update and (hopefully) conclusion to the whole deal. I had cable TV and internet set up on Thursday evening. Internet worked fine, TV almost did. The DVR didn't work, so I called tech support and they tried a few tactics. None worked, so the tech set me up with an appointment Friday evening.
The guy came, and despite being attacked by my wife's dog (didn't break the skin, just startled him... and us) everything went well. He just replaced the cable box with a different brand and within an hour or so (it took a while for the guide info to download) we had TV with DVR capabilities.
On Saturday I got a phone call from a rep at SuddenLink doing a routine follow-up call and asking me about my experience. I don't think she was quite prepared for what I told her. I rated everything she asked me about poorly save the service itself. In other words: their product is fine; the people they have selling and installing it are the problem. Educating your staff to give consistent answers to common questions is a nice first step.
She apologized and said I'd get another call from someone later in the week in an attempt to rectify the situation. Unless they have me hold a seminar to all their employees about how NOT to handle a new customer, I don't really think they can do much at this point to improve our opinion of the company. | 
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