Wavelength Studios

***This client was referred to our company by his brother, who is a friend to myselfThe work that was performed was in April and May of 2013, all units have a one year warranty and were fully functional after the installationThe system provided is a network based control system for TVs and
Speakers that relies on a good wireless router for internet connectivitySince the initial installation the client has modified the system by installing his own speakers (November 2013), relocated a wireless access point, and has changed other network devices (Unsure of the dates and components)I had walked him through the speaker installation setup in November via text message and his response after complete was "AwesomeThanks" followed by "Everything is working well, I will let you know if I have any problemsVery impressive."The next ***e that I heard from him was via text message on Feb 2, with an issue with one remote control in his basement that he rarely usesI responded immediately (Feb 2) and resolved the issue by phone on Feb The next ***e that I heard from him was on May 30th when he contacted me via text about a problem with his main system component (that we provided)It turned out that he had a defective surge protector (that was an existing part from before our installation) I have the text message where he states thisHe continues by mentioning that the basement remote is still finicky and needs to be looked at but also saying that the wireless router was acting upHe had been told many ***es that the remote control is a WiFi remote and can only operate with a solid wireless networkIf his router (that he provided) did not work, the remote will simply not workMuch of the "Theater" equipment was already existing in his house and the equipment that we installed was out of warranty by the ***e he had contacted us (May 30th) to say that the remote was really bothering him (We believe that it is his wireless network causing the issues this whole ***e and have told him that)To Address the Revdex.com Complaint directly; "Home theater equipment was installed incorrectly" - We did not install his home theater, we installed a network based control systemIt was all fine until network components were changed by the client"I have made several attempts to contact the owner/installer for repairsHe has not followed up with anything." - I have every email and every text message saved and I certainly responded every ***eIn his defense, we certainly lost touch somehow in June and I apologize, but I have seen his brother and his mother, (and his wife is even a friend on my Facebook page), so if there was an urgency I would have expected to see an attempt to contact me though one of those very simple avenues in the last monthsIt is unfortunate when something gets missed like calling someone back, but rest assured that there were zero ill intentions in the lack of response on my end and I am very easy to reach at all hours of the day if there is an issue by all of our clients via phone, text, email, and Facebook"Absolute poor customer service" - This is a very harsh statement when he has received an answer from every ***e that he has contacted meI started this company to help clients with finding solutions to their AV issues, I can't imagine how or why he would say that kind of a statement"Desired Settlement: I would (like) equipment repaired and/or replacedAll equipment should work as advertised." - I am happy to go to his house and troubleshoot the system, however the system was out of warranty months ago and if there are network components that have been changed and need reprograming this is not our responsibilityThe components rely on a solid network and the client is aware of thisI can reprogram his new components or supply new hardware at a reasonable cost if requiredIt is currently November 18th and our schedule is booked until December 5th I can arrange to have an emergency work day this weekend to service the client Sunday November 23rd at 8am to review the issues and resolve anything that would be from our original installationPlease contact me if this is a day that can workBest - ***

Complaint: ***
I am rejecting this response because:
Although I do stand corrected by stating all of the home theater equipment was installed by *** *** had provided a URC remote control, light switches, amplifier and media network controller I have not added any "new components" to my system I did connect speakers to the supplied amplifier and *** was able to program from a remote location Which was very impressiveNot to steer away from the true issue which is a product (remote controls) continues to fall and the as advertised convenience of fully integrated system was never properly programmed I am not sure how this became a personal matter by involving family This is about poor business I could care less who he is friends with and his Facebook status I paid for a service that I did not receive. A home network concern was never brought to my attention I had suggested that maybe their was an issue with my home network Keep in mind I have very little knowledge of computers and programming But at this point I was just pulling straws. I am very excited that he has all emails and texts messages saved Does he have our phone conversations saved?Too his credit, he has contacted me to schedule a repair date Unfortunately it took a complaint to Revdex.com to get a reaction *** is an highly intelligent individual, no doubt about it He also has an amazing sales pitch which unfortunately holds little merit
Regards,*** ***

***This client was referred to our company by his brother, who is a friend to myselfThe work that was performed was in April and May of 2013, all units have a one year warranty and were fully functional after the installationThe system
provided is a network based control system for TVs and Speakers that relies on a good wireless router for internet connectivitySince the initial installation the client has modified the system by installing his own speakers (November 2013), relocated a wireless access point, and has changed other network devices (Unsure of the dates and components)I had walked him through the speaker installation setup in November via text message and his response after complete was "AwesomeThanks" followed by "Everything is working well, I will let you know if I have any problemsVery impressive."The next ***e that I heard from him was via text message on Feb 2, with an issue with one remote control in his basement that he rarely usesI responded immediately (Feb 2) and resolved the issue by phone on Feb The next ***e that I heard from him was on May 30th when he contacted me via text about a problem with his main system component (that we provided)It turned out that he had a defective surge protector (that was an existing part from before our installation) I have the text message where he states thisHe continues by mentioning that the basement remote is still finicky and needs to be looked at but also saying that the wireless router was acting upHe had been told many ***es that the remote control is a WiFi remote and can only operate with a solid wireless networkIf his router (that he provided) did not work, the remote will simply not workMuch of the "Theater" equipment was already existing in his house and the equipment that we installed was out of warranty by the ***e he had contacted us (May 30th) to say that the remote was really bothering him (We believe that it is his wireless network causing the issues this whole ***e and have told him that)To Address the Revdex.com Complaint directly; "Home theater equipment was installed incorrectly" - We did not install his home theater, we installed a network based control systemIt was all fine until network components were changed by the client"I have made several attempts to contact the owner/installer for repairsHe has not followed up with anything." - I have every email and every text message saved and I certainly responded every ***eIn his defense, we certainly lost touch somehow in June and I apologize, but I have seen his brother and his mother, (and his wife is even a friend on my Facebook page), so if there was an urgency I would have expected to see an attempt to contact me though one of those very simple avenues in the last monthsIt is unfortunate when something gets missed like calling someone back, but rest assured that there were zero ill intentions in the lack of response on my end and I am very easy to reach at all hours of the day if there is an issue by all of our clients via phone, text, email, and Facebook"Absolute poor customer service" - This is a very harsh statement when he has received an answer from every ***e that he has contacted meI started this company to help clients with finding solutions to their AV issues, I can't imagine how or why he would say that kind of a statement"Desired Settlement: I would (like) equipment repaired and/or replacedAll equipment should work as advertised." - I am happy to go to his house and troubleshoot the system, however the system was out of warranty months ago and if there are network components that have been changed and need reprograming this is not our responsibilityThe components rely on a solid network and the client is aware of thisI can reprogram his new components or supply new hardware at a reasonable cost if requiredIt is currently November 18th and our schedule is booked until December 5th I can arrange to have an emergency work day this weekend to service the client Sunday November 23rd at 8am to review the issues and resolve anything that would be from our original installationPlease contact me if this is a day that can workBest - ***

Complaint: ***
I am rejecting this response because:
Although I do stand corrected by stating all of the home theater equipment was installed by *** *** had provided a URC remote control, light switches, amplifier and media network controller I have not added any "new components" to my system I did connect speakers to the supplied amplifier and *** was able to program from a remote location Which was very impressiveNot to steer away from the true issue which is a product (remote controls) continues to fall and the as advertised convenience of fully integrated system was never properly programmed I am not sure how this became a personal matter by involving family This is about poor business I could care less who he is friends with and his Facebook status I paid for a service that I did not receive. A home network concern was never brought to my attention I had suggested that maybe their was an issue with my home network Keep in mind I have very little knowledge of computers and programming But at this point I was just pulling straws. I am very excited that he has all emails and texts messages saved Does he have our phone conversations saved?Too his credit, he has contacted me to schedule a repair date Unfortunately it took a complaint to Revdex.com to get a reaction *** is an highly intelligent individual, no doubt about it He also has an amazing sales pitch which unfortunately holds little merit
Regards,
*** ***

Review: Home theater equipment was installed incorrectly. I have made several attempts to contact the owner/installer for repairs. He has not followed up with anything. Absolute poor customer serviceDesired Settlement: I would equipment repaired and/or replaced. All equipment should work as advertised

Business

Response:

[redacted]This client was referred to our company by his brother, who is a friend to myself. The work that was performed was in April and May of 2013, all units have a one year warranty and were fully functional after the installation. The system provided is a network based control system for TVs and Speakers that relies on a good wireless router for internet connectivity. Since the initial installation the client has modified the system by installing his own speakers (November 2013), relocated a wireless access point, and has changed other network devices (Unsure of the dates and components). I had walked him through the speaker installation setup in November 2013 via text message and his response after complete was "Awesome. Thanks" followed by "Everything is working well, I will let you know if I have any problems. Very impressive.". The next [redacted]e that I heard from him was via text message on Feb 2, 2014 with an issue with one remote control in his basement that he rarely uses. I responded immediately (Feb 2) and resolved the issue by phone on Feb 4. The next [redacted]e that I heard from him was on May 30th when he contacted me via text about a problem with his main system component (that we provided). It turned out that he had a defective surge protector (that was an existing part from before our installation) I have the text message where he states this. He continues by mentioning that the basement remote is still finicky and needs to be looked at but also saying that the wireless router was acting up. He had been told many [redacted]es that the remote control is a WiFi remote and can only operate with a solid wireless network. If his router (that he provided) did not work, the remote will simply not work. Much of the "Theater" equipment was already existing in his house and the equipment that we installed was out of warranty by the [redacted]e he had contacted us (May 30th) to say that the remote was really bothering him (We believe that it is his wireless network causing the issues this whole [redacted]e and have told him that). To Address the Revdex.com Complaint directly; 1. "Home theater equipment was installed incorrectly" - We did not install his home theater, we installed a network based control system. It was all fine until network components were changed by the client. 2. "I have made several attempts to contact the owner/installer for repairs. He has not followed up with anything." - I have every email and every text message saved and I certainly responded every [redacted]e. In his defense, we certainly lost touch somehow in June and I apologize, but I have seen his brother and his mother, (and his wife is even a friend on my Facebook page), so if there was an urgency I would have expected to see an attempt to contact me though one of those very simple avenues in the last 5 months. It is unfortunate when something gets missed like calling someone back, but rest assured that there were zero ill intentions in the lack of response on my end and I am very easy to reach at all hours of the day if there is an issue by all of our clients via phone, text, email, and Facebook. 3. "Absolute poor customer service" - This is a very harsh statement when he has received an answer from every [redacted]e that he has contacted me. I started this company to help clients with finding solutions to their AV issues, I can't imagine how or why he would say that kind of a statement. 4. "Desired Settlement: I would (like) equipment repaired and/or replaced. All equipment should work as advertised." - I am happy to go to his house and troubleshoot the system, however the system was out of warranty 6 months ago and if there are network components that have been changed and need reprograming this is not our responsibility. The components rely on a solid network and the client is aware of this. I can reprogram his new components or supply new hardware at a reasonable cost if required. It is currently November 18th 2014 and our schedule is booked until December 5th 2014. I can arrange to have an emergency work day this weekend to service the client Sunday November 23rd at 8am to review the issues and resolve anything that would be from our original installation. Please contact me if this is a day that can work. Best - [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Although I do stand corrected by stating all of the home theater equipment was installed by [redacted] had provided a URC remote control, light switches, amplifier and media network controller. I have not added any "new components" to my system. I did connect speakers to the supplied amplifier and [redacted] was able to program from a remote location. Which was very impressive. Not to steer away from the true issue which is a product (remote controls) continues to fall and the as advertised convenience of fully integrated system was never properly programmed. I am not sure how this became a personal matter by involving family. This is about poor business. I could care less who he is friends with and his Facebook status. I paid for a service that I did not receive. A home network concern was never brought to my attention. I had suggested that maybe their was an issue with my home network. Keep in mind I have very little knowledge of computers and programming. But at this point I was just pulling straws. I am very excited that he has all emails and texts messages saved. Does he have our phone conversations saved?Too his credit, he has contacted me to schedule a repair date. Unfortunately it took a complaint to Revdex.com to get a reaction. [redacted] is an highly intelligent individual, no doubt about it. He also has an amazing sales pitch which unfortunately holds little merit.

Regards,