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  • At some point, providing a good product has to be accompanied by providing good service. We all know that computer manufacturers and cable services are notoriously bad in customer service, while the products they provide are in general very good. Frankly I don't understand it, it's a practice that only serves to undermine the good that they've created. CPI is a company that provides a satisfactory product in security systems, backed by what in all evidence is solid support, but then decides they have to resort to certain practices that grossly undermine all the trust they have built from their customers. The problem is their contract. We were approached by their salesperson, and distinctly remember (by more than one person) that he said the contract is for 2 years. In very small print - that they DO NOT point out - among thousands of words, the contract says 5 years. Looking at BBB and other complaint sites, just about every complaint points out this "oversight". Even when you're selling the house, they hold you to the contract. And then for those who try their mightiest to cancel (i.e. file a formal complaint), they will "graciously, out of goodwill" reduce the contract to a more palatable but but still obligatory conditions. It's as if they are doing you a favor, and maybe they're convinced that they are. Now, if I'm the quality control director at CPI, I'm thinking, "We get all this complaints about the 5 year contract and how we deceive the customers into signing it. May be we should make it a policy to have this pointed out when they're signing the contract so no one feels deceived". Certainly they've had enough complaints about it, so why not address it up front? Could it be that they are purposely choosing not to do this, because they know they will get 80% less customers by doing that? So only when their arms are twisted, they will graciously reduce the penalty "out of goodwill"? Now THAT'S the definition of deceptive practice!
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