Wired or Wireless, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Provide the pictures they will show the lack of professional craftsmanship used while installing the equipment the technician had the equipment installed before I had seen it and did tell me if there was a problem with the location or it caused damage they would be liable for both. The equipment did not make it through "the largest wind storm recorded in our area" it has loosened on my fascia and is causing damage to my home because it was installed as installed at the end of the day in a hurry with promises to me to convince me to let it be until a later date if necessary so that the technician could be on his way. I've inspected the mounting of the equipment and discovered it has a four bolt mounting plate with only TWO lags in it and only one of those lands in area with adequate backing. I can also provide pictures of this

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]  I do not agree with the business's response to my complaint the issue is not 100% my service it is the way they have installed the hardware and the response to me wanting to get it installed properly. I was not  belligerent with them and I was never offered a pole mounted service It was suggested to have my dish bolted through my roof which was installed a year ago I declined. I think there is a very reasonable way to install the hardware in a professional manner that is all I'm asking for with respect however I refuse to be bullied and treated as if I am NOT aware or competent.

Where Mr. [redacted] wants the equipment placed is the preferred mounting location.  If it were possible to mount the dish at that location, with our standard mounting bracket, that is exactly where it would have been installed.  Mr. [redacted] was made aware of alternatives both at the time of installation and during the maintenance call.  Regardless of which alternative he may have chosen, it would have cost an additional amount for both labor and materials.  Because Ms. [redacted] was adamant that she needed service, Mr. [redacted] did in fact authorize the installation on the fascia of the house over the phone with the technician.   Mr. [redacted] was present at the time of the completion of the installation, and at the time when the contract would have been reviewed and signed by Ms. [redacted].  The install technician maintains that he never would have offered to relocate the service for free, as that goes against our installation procedures and policies.  We do agree that the service location is less than ideal, but it was the only alternative available to them at the time.  We did make an allowance in the special provisions for a free maintenance call.  There is no provision for relocating the service in the future, because the customer had agreed to the location of the service and declined alternative installation methods, due to cost.There is no mention in the installers notes suggesting that he offered a roof mount.  We will only install roof mounts in very limited circumstances, and require additional provisions and waivers, nor do we carry those mounts in inventory.Mr. [redacted] continues his assertion that the service is not installed properly.  However, it is installed where he agreed4.  2.       
Installation
fee total: ___________
Installation fee is based on designing, procuring, installing, and documenting
the installation.  This fee will be
assessed to the Subscriber by AIR-PIPE or a designated independent contractor for
installation and equipment (hereinafter referred to as “Installer”), for the mounting of the necessary equipment,
allocation of bandwidth, configuration changes, and aligning and testing
antenna signal strength (if applicable). 
This installation includes up-to 75 feet of CAT-5e from the antenna to a
location agreed upon by the Subscriber.  Initial authorization of
installation location and building penetration _____________.  The fee does not include wire mold, conduit
raceway, firewall penetrations, fishing of walls, cutting in wall plates,
ladder rack or electrical wiring.  A
standard antenna mount includes small satellite style universal mount, antenna
and mounting hardware. The Subscriber
is also responsible to pay the total equipment and installation cost on or
before the start of the installation unless specific terms are agreed upon
between the Installer and the Subscriber.Please note that the installer would not have proceeded with the installation until the contract had been Initialed for authorization for the location of the antenna, which is initialed by Ms. [redacted]. (available upon request)  You will also note that we specify a standard antenna mount.  Had the customer agreed to a non-standard installation, or requested a quote for a non-standard installation, the technician would have designed, calculated costs and scope of the project, and presented the customer with a formal quote.  No quote was prepared as no request was made, by the customer, due to the additional costs.Mr. [redacted] has repeatedly demanded that installation be done according to his specifications, without incurring additional costs.  However, according to the terms of the signed contract, it would be a non-standard antenna mount which by definition would have been an additional charge.  No estimates or quotes were provided as they declined all alternative mounting options.As previously stated in my first response, we are at an impasse.  Mr. [redacted] wants the install location moved, but does not want pay for the relocation, and we are unwilling to relocate the service for free.  His stated concern is where the dish is mounted, despite having just made it through the largest windstorm in this regions history.  Every effort was made to rearrange schedules to accommodate the de-installation of the equipment.  We have waived the early termination fee and 30 day notification period and expedited the equipment retrieval to December 10th.  It has come to my attention that Ms. [redacted] called just this morning to push the equipment retrieval until the following Wednesday, December 16th.I believe we have been more than fair in this instance.  We of course have photographs to prove the workmanship is above reproach.  The fact that it made it through the windstorm is a testament to the quality of the workmanship our technicians strive for on a daily basis.  Those pictures are also available upon request.

Our contract is between Wired or Wireless, Inc. and [redacted].  Mr. [redacted] is listed as authorized individual on the account.
Mr. [redacted] is entitled to his opinion, however he
is not entitled to his own facts.  
Our internet service is line of sight to towers and relays,...

it is
not a satellite connection.  As such, mounting must be done in a way so
that the dish and radio are centered on the tower or relay from which it will
receive the radio signal.
A normal installation involves the placement of a "J"
arm mount on which a 27" dish is mounted centered, leveled on the
horizontal axis, pointed towards the tower or relay with the vertical axis
tilted based on the access point on tower.  Mr. [redacted] did request that
the dish be mounted on the side of the house at the peak, however it is
impossible to do this with a conventional install.  In addition, based on
the distance from the tower, we had to upgrade the dish to a 39" Howitzer
dish to better amplify the signal.  It was impossible to center the dish
on the horizontal towards the tower, because the dish would hit the house before it
could be centered on the tower.  The installer found a spot on the fascia
of the house where a signal could be received, however the signal was still
below acceptable installation guidelines, to complete an installation.
The installer did give them an option for a pole mount in the yard
and buried conduit back to the house. 
The customer is required to acquire and install the materials themselves.  This would delay the installation, and add
additional cost to them, so they opted out of this option.
Prior to beginning the installation, Ms. [redacted] called Mr.
[redacted] and gave the phone to the install technician so he could explain the
need for installing the dish in its present location.  He got the okay over the phone.  Mr. [redacted] did arrive towards the end of the installation,
but had nothing further to say about the location of the dish to the install
technician at that time.
Ms. [redacted] was desperate for the internet as she had just
signed up for school.  The installer
called back to the office to speak with me directly and explain the
situation.  I agreed to allow the
installation under special circumstances and special provisions.  Written into the contract is the special
provision.
“Customer needs internet for school.  Our signal is 70% on uplink so she will be
month to month if it is good she will sign to a year.  High winds in area.  No MTC Charge if something happens.”
The customer did call for a maintenance issue on December 2 under
the false pretense of service issues. 
Upon arrival, Mr. [redacted] would not allow the maintenance technician to perform
his routine maintenance and any necessary realignment.  He was only interested in telling the
technician that he wanted it moved.  The
maintenance technician provided two options for moving the service, both of
which required additional costs in materials and labor.  Subsequently, no realignment was
performed.  Usage and connectivity graphs
show consistent use equal to or greater than the contracted terms, despite the
technician not being able to adjust the equipment.  Per the maintenance technician’s notes, "It was visibly obvious why the dish hadn't been mounted on the gabled side originally: the dish won't fit without the extra hardware to get it far enough from the wall to align it" and then went on “the
customer said several times that his “OCD” was the main reason he wanted the
dish mounted in the location that prevents the proper link alignment.  He seemed more interested in the appearance
of the house than with the functionality of the Internet connection”
The technician was aware of the installation issues prior to being
deployed to the residence.  Mr. [redacted]
claimed that he instructed the install technician that he wanted the dish
mounted to the gable.  The maintenance
technician explained to Mr. [redacted] that it was quite apparent why the dish
could not be mounted where he wanted it. 
He did tell him that he could order a custom mounting kit that would
extend the mount off the gable to provide enough distance for the dish to be
mounted, but Mr. [redacted] did not like the idea of incurring additional cost.
Per the special provisions in the contract, the maintenance visit
was not charged to the customer.
On December 8th Mr. [redacted] once again called about
having the dish moved.  The concern he
expressed to me was the impending storm, and potential damage.  Once again he alleged that it was promised to
him that we would move the service, at our cost, should it need to be
moved.  I explained to him that the
special provisions did not address moving the service, and that it did allow
for a “no charge” maintenance call should there be a problem with the
service.  According to our diagnostics,
the equipment was working within the parameters of the installation and had
been operating normally.  Furthermore, I
told him that Paragraph VIII.
Maintenance and Repair of the contract specifically refers to the
relocation of the service as being billable, and that provision was initialed by
the customer.
He then alleged that the maintenance technician told him that the
installation was not done properly and that we should move the service for him
for free.  I had read the maintenance report,
which included the fact that he informed the customer that we could move the
service, however it would be billable, and he would have to purchase the
additional mounting equipment. 
Furthermore, the maintenance report went on to say that he concurred
with the install technician that a standard mount would not work in this
situation.
Upon explaining this again to Mr. [redacted], he became belligerent, demanding
that we move the service.  I informed him
that we could move the service, but it would be billable, however there was no
way we could schedule it to be done before the storm was to hit Wednesday.  Again he demanded that it be moved.  I explained that we were at an impasse and
our only option was to uninstall the equipment. 
We do not keep the specialty mounting equipment necessary in stock.  I told him I would put it in for immediate
cancellation with expedited equipment recovery. I told him that we would waive
the early cancellation fee, and refund any unused service that had already been
paid, and that the scheduling coordinator would be contacting him with a date
and time for removal.
I found out later that day the
scheduling person was able to get it on a technician’s schedule Thursday morning,
December 10th.  By contract,
we have a 30 day cancellation notification period and a $100 early cancellation
charge, both of which had been waived in this case.
I understand that Mr [redacted] does not like the aesthetics of the
dish where it is currently mounted. 
However, he was given options for mounting the service in other
locations, and chose not to go with those options.  The service is operating within the parameters
of the special provisions of the contract, and did make it through the largest
recorded wind storm we have ever had.  We
went above and beyond by installing the service, because Ms. [redacted] was so adamant
that she needed the service.  This despite
the signal test (before installation) falling below our minimum installation
standards for service strength.  This is
why we documented this in our special provisions area of the contract.
Copies of the installation checklist, contract (with special
provisions), usage graphs, and statements by the technicians are available upon
request by a member of the Revdex.com.

Very Efficient,courteous and so prompt! Office personnel and installers
have made the job a breeze!

I had GREAT service for the last 4 years that I have been a customer. Thank You

As requested by contact with this company I'll say they were prompt in replying and answered my questions.

Scott was extremely helpful. I was impressed with how patient he was and how much detail he shared regarding the service his company provides.

1. Great internet service: Fast and reliable. In 21 months we’ve seen two temporary outages, resulting from sever winter storms affecting Air-Pipe’s equipment on Little Blacktail Mountain (48 degrees 07’07.20”N 116 degrees 31’08.23”W). In both instances Air-Pip restored serve as soon as it was safe to dispatch technicians to the mountain top transmitter.

2. We receive Air-Pip’s signal at our rural location via a relay tower we installed with Air-Pip’s technical assistance. Receiver/transmitter on our tower relays the microwave signal from Little Blacktail Mountain to our home site.

3. Air-Pipe’s signal allows:

A. Our high school aged son to participate in on-line advanced placement classes, which use extensive audio and video.

B. Me to telework at least on day a week with total transparency to my clients and teammates. Telework requirements include Voice over Internet Protocol (VoIP) telephone, video teleconferencing, and remote network access to my organization’s computer servers.

C. Us to utilize our cell phones via a Verizon network Expander – which places our cell phones’ signals on Air-Pipe’s broad band feed, and then into Verizon’s communication backbone. Cell signal at this location is insufficient for commercial cell signal booster.

D. Stream Netflix. :-)

Review: When I signed up for service they agreed to provide me with satellite internet I told him where I wanted my dish located and they put it in the incorrect location my signal strength was low @77% which was not the problem the location of the dish was my concern they told me at that time they wanted to leave it I agreed but if it was ever an issue they would come out and move it now that is begin to damage the home after a windstorm they're trying to do everything they can to avoid coming out and resolving the matter all I asked for was what they had originally agreed to provide and never did my dish is mounted to the fascia of my home one the front of my house with two lags not 4 and not on the gable end where I had asked for it to be located. When I had ask him to uphold their promise they suggested to cancel my serviceDesired Settlement: Since my dish was never installed correctly I think it would only be fair that I would be reinstated my installation fees

Business

Response:

Our contract is between Wired or Wireless, Inc. and [redacted]

[redacted]. Mr. [redacted] is listed as authorized individual on the account.

Mr. [redacted] is entitled to his opinion, however he

is not entitled to his own facts.

Our internet service is line of sight to towers and relays, it is

not a satellite connection. As such, mounting must be done in a way so

that the dish and radio are centered on the tower or relay from which it will

receive the radio signal.

A normal installation involves the placement of a "J"

arm mount on which a 27" dish is mounted centered, leveled on the

horizontal axis, pointed towards the tower or relay with the vertical axis

tilted based on the access point on tower. Mr. [redacted] did request that

the dish be mounted on the side of the house at the peak, however it is

impossible to do this with a conventional install. In addition, based on

the distance from the tower, we had to upgrade the dish to a 39" Howitzer

dish to better amplify the signal. It was impossible to center the dish

on the horizontal towards the tower, because the dish would hit the house before it

could be centered on the tower. The installer found a spot on the fascia

of the house where a signal could be received, however the signal was still

below acceptable installation guidelines, to complete an installation.

The installer did give them an option for a pole mount in the yard

and buried conduit back to the house.

The customer is required to acquire and install the materials themselves. This would delay the installation, and add

additional cost to them, so they opted out of this option.

Prior to beginning the installation, Ms. [redacted] called Mr.

[redacted] and gave the phone to the install technician so he could explain the

need for installing the dish in its present location. He got the okay over the phone. Mr. [redacted] did arrive towards the end of the installation,

but had nothing further to say about the location of the dish to the install

technician at that time.

Ms. [redacted] was desperate for the internet as she had just

signed up for school. The installer

called back to the office to speak with me directly and explain the

situation. I agreed to allow the

installation under special circumstances and special provisions. Written into the contract is the special

provision.

“Customer needs internet for school. Our signal is 70% on uplink so she will be

month to month if it is good she will sign to a year. High winds in area. No MTC Charge if something happens.”

The customer did call for a maintenance issue on December 2 under

the false pretense of service issues.

Upon arrival, Mr. [redacted] would not allow the maintenance technician to perform

his routine maintenance and any necessary realignment. He was only interested in telling the

technician that he wanted it moved. The

maintenance technician provided two options for moving the service, both of

which required additional costs in materials and labor. Subsequently, no realignment was

performed. Usage and connectivity graphs

show consistent use equal to or greater than the contracted terms, despite the

technician not being able to adjust the equipment. Per the maintenance technician’s notes, "It was visibly obvious why the dish hadn't been mounted on the gabled side originally: the dish won't fit without the extra hardware to get it far enough from the wall to align it" and then went on “the

customer said several times that his “OCD” was the main reason he wanted the

dish mounted in the location that prevents the proper link alignment. He seemed more interested in the appearance

of the house than with the functionality of the Internet connection”

The technician was aware of the installation issues prior to being

deployed to the residence. Mr. [redacted]

claimed that he instructed the install technician that he wanted the dish

mounted to the gable. The maintenance

technician explained to Mr. [redacted] that it was quite apparent why the dish

could not be mounted where he wanted it.

He did tell him that he could order a custom mounting kit that would

extend the mount off the gable to provide enough distance for the dish to be

mounted, but Mr. [redacted] did not like the idea of incurring additional cost.

Per the special provisions in the contract, the maintenance visit

was not charged to the customer.

On December 8th Mr. [redacted] once again called about

having the dish moved. The concern he

expressed to me was the impending storm, and potential damage. Once again he alleged that it was promised to

him that we would move the service, at our cost, should it need to be

moved. I explained to him that the

special provisions did not address moving the service, and that it did allow

for a “no charge” maintenance call should there be a problem with the

service. According to our diagnostics,

the equipment was working within the parameters of the installation and had

been operating normally. Furthermore, I

told him that Paragraph VIII.

Maintenance and Repair of the contract specifically refers to the

relocation of the service as being billable, and that provision was initialed by

the customer.

He then alleged that the maintenance technician told him that the

installation was not done properly and that we should move the service for him

for free. I had read the maintenance report,

which included the fact that he informed the customer that we could move the

service, however it would be billable, and he would have to purchase the

additional mounting equipment.

Furthermore, the maintenance report went on to say that he concurred

with the install technician that a standard mount would not work in this

situation.

Upon explaining this again to Mr. [redacted], he became belligerent, demanding

that we move the service. I informed him

that we could move the service, but it would be billable, however there was no

way we could schedule it to be done before the storm was to hit Wednesday. Again he demanded that it be moved. I explained that we were at an impasse and

our only option was to uninstall the equipment.

We do not keep the specialty mounting equipment necessary in stock. I told him I would put it in for immediate

cancellation with expedited equipment recovery. I told him that we would waive

the early cancellation fee, and refund any unused service that had already been

paid, and that the scheduling coordinator would be contacting him with a date

and time for removal.

I found out later that day the

scheduling person was able to get it on a technician’s schedule Thursday morning,

December 10th. By contract,

we have a 30 day cancellation notification period and a $100 early cancellation

charge, both of which had been waived in this case.

I understand that Mr [redacted] does not like the aesthetics of the

dish where it is currently mounted.

However, he was given options for mounting the service in other

locations, and chose not to go with those options. The service is operating within the parameters

of the special provisions of the contract, and did make it through the largest

recorded wind storm we have ever had. We

went above and beyond by installing the service, because Ms. [redacted] was so adamant

that she needed the service. This despite

the signal test (before installation) falling below our minimum installation

standards for service strength. This is

why we documented this in our special provisions area of the contract.

Copies of the installation checklist, contract (with special

provisions), usage graphs, and statements by the technicians are available upon

request by a member of the Revdex.com.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] I do not agree with the business's response to my complaint the issue is not 100% my service it is the way they have installed the hardware and the response to me wanting to get it installed properly. I was not belligerent with them and I was never offered a pole mounted service It was suggested to have my dish bolted through my roof which was installed a year ago I declined. I think there is a very reasonable way to install the hardware in a professional manner that is all I'm asking for with respect however I refuse to be bullied and treated as if I am NOT aware or competent.

Customer service is lacking as well as warranty work. Company came out several times and never fixed problem. Had 2 different technicians say the right way to fix would be rerun line and neither of them did it. Also, required me to pay for equipment and a installation when everything was already on site and installed by previous tenant. All company did to connect us was activate from remote site.