This letter is in response to your letter of June concerning a complaint from *** *** of *** *** assigned Revdex.com ID: ***.While it is not precisely clear from the complaint, the customer has made a request to move his service locationFrom one of the Cogent communications
logged with the customerI can see a request from the customer dated about June that reads “We need to move this circuit and BGP Session from *** * *** *** Saint Louis, MO to *** ** *** *** *** Orlando, FL and get it provisioned.”Changes from market to market are uncommon requests and this is an extreme oneMaking the change will require additional Cogent resources to configure a completely different port in a completely different city in a data center and market where operating costs are very different from the originally contracted service locationTo make this change, Cogent will have to replicate the entire installation procedure that it made to set this customer up in StLouis less than months agoCogent has quoted a single non-recurring change fee of $1,to cover the cost of that duplicate resourceThat fee will not cover the whole of Cogent's cost to make this changeCogent has even indicated that the customer might consider paying the quoted change fee in three installments.The customer contracted to purchase Mbp of IP transit as a fixed location on a port of Cogent's equipment at a data center in StLouis, MissouriThat is the contracted service locationThe contract for service in StLouis, which started in October 2015, runs until October of The monthly service charge for Mbp was significantly discounted to a $MRR, in part because the contract was for a three year term and in part because the service location was in a market where demand is low and there is excess capacityIt is unlikely that Cogent would have quoted a $MRR in the Orlando marketEven allowing for the extraordinary market to market change, Cogent has been willing to allow the customer change request provided that a part of its costs to duplicate the entire installation process are covered by a change feeCogent will have to work with the data center operator in Orlando, Florida to pull fiber to enable service at that locationCogent is willing to permit this extraordinary change of locations, yel the customer remains unhappy are unwilling to bear any of the economic burden of his change request,The customer charge request is just months after start of the three year contractCogent has quoted what it will cost to make that changeGiven this customer's strident insistence that the quoted change fee is unreasonable it is now unlikely that Cogent will agree to make any further discount to the already discounted change fee as quotedIf the customer elects to terminate the existing service contract for StLouis, there will be a significant and immediate charge for thc remainder of the contract term agreed upon, which is some months yet to run on a three year termCogent will scnd significant unpaid balances to collection agencies, Cogent would like to make these point clear So that both the Revdex.com and the customer understand clearly the terms of the signed contractWe will not respond to further complaints from this customer to the Revdex.com on the topic of the terms in the StLouis contracts
www.cogentco.com27 January 2017Revdex.com1411 K St NW, 10th FloorWashington, DC 20005Attn Brenda Freedman by fax. ###-###-####Re: Revdex.com Ref. [redacted]Dear [redacted]:With respect to this complaint, please be advised that Chief Financial Officer has reviewed the matter and a refund of...
$2,340 will be made to the customer.Ried Z[redacted] Corporate SecretaryCogent Communications 2450 N St NW Washington, DC 20037 Main: ###-###-#### Fax: ###-###-####
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:
I as a customer of the Data Center is charged the cost of "pulling fiber" by [redacted] in Orlando. The sales reps along the way NEVER mentioned a change fee and I was only hit with it once we requested the change. As of today, we have agreed to the hostile hostage fee of Cogent ($1250) and are awaiting a circuit move.I would simply like to know the "hard costs" that cogent is going to be expending by moving this port as the Sales rep said there was ports and capacity available and I am the one being charged for fiber by the DC so a outsider looking in, I see no hard costs which Cogent refuses to provide and bill a "change fee of $1250" with no other description or narrative.We will continue to be a Cognet customer but are completely unsatisfied with how their Management handled this situation, even going as far as to refer us to their legal counsel when we attempted to discuss what the $1250 fee covered as far as the "hard costs" that was given as a reason.
Regards,
[redacted]
This letter is in response to your letter of June concerning a complaint from *** *** of *** *** assigned Revdex.com ID: ***.While it is not precisely clear from the complaint, the customer has made a request to move his service locationFrom one of the Cogent communications
logged with the customerI can see a request from the customer dated about June that reads “We need to move this circuit and BGP Session from *** * *** *** Saint Louis, MO to *** ** *** *** *** Orlando, FL and get it provisioned.”Changes from market to market are uncommon requests and this is an extreme oneMaking the change will require additional Cogent resources to configure a completely different port in a completely different city in a data center and market where operating costs are very different from the originally contracted service locationTo make this change, Cogent will have to replicate the entire installation procedure that it made to set this customer up in StLouis less than months agoCogent has quoted a single non-recurring change fee of $1,to cover the cost of that duplicate resourceThat fee will not cover the whole of Cogent's cost to make this changeCogent has even indicated that the customer might consider paying the quoted change fee in three installments.The customer contracted to purchase Mbp of IP transit as a fixed location on a port of Cogent's equipment at a data center in StLouis, MissouriThat is the contracted service locationThe contract for service in StLouis, which started in October 2015, runs until October of The monthly service charge for Mbp was significantly discounted to a $MRR, in part because the contract was for a three year term and in part because the service location was in a market where demand is low and there is excess capacityIt is unlikely that Cogent would have quoted a $MRR in the Orlando marketEven allowing for the extraordinary market to market change, Cogent has been willing to allow the customer change request provided that a part of its costs to duplicate the entire installation process are covered by a change feeCogent will have to work with the data center operator in Orlando, Florida to pull fiber to enable service at that locationCogent is willing to permit this extraordinary change of locations, yel the customer remains unhappy are unwilling to bear any of the economic burden of his change request,The customer charge request is just months after start of the three year contractCogent has quoted what it will cost to make that changeGiven this customer's strident insistence that the quoted change fee is unreasonable it is now unlikely that Cogent will agree to make any further discount to the already discounted change fee as quotedIf the customer elects to terminate the existing service contract for StLouis, there will be a significant and immediate charge for thc remainder of the contract term agreed upon, which is some months yet to run on a three year termCogent will scnd significant unpaid balances to collection agencies, Cogent would like to make these point clear So that both the Revdex.com and the customer understand clearly the terms of the signed contractWe will not respond to further complaints from this customer to the Revdex.com on the topic of the terms in the StLouis contracts
www.cogentco.com27 January 2017Revdex.com1411 K St NW, 10th FloorWashington, DC 20005Attn Brenda Freedman by fax. ###-###-####Re: Revdex.com Ref. [redacted]Dear [redacted]:With respect to this complaint, please be advised that Chief Financial Officer has reviewed the matter and a refund of...
$2,340 will be made to the customer.Ried Z[redacted] Corporate SecretaryCogent Communications 2450 N St NW Washington, DC 20037 Main: ###-###-#### Fax: ###-###-####
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:
I as a customer of the Data Center is charged the cost of "pulling fiber" by [redacted] in Orlando. The sales reps along the way NEVER mentioned a change fee and I was only hit with it once we requested the change. As of today, we have agreed to the hostile hostage fee of Cogent ($1250) and are awaiting a circuit move.I would simply like to know the "hard costs" that cogent is going to be expending by moving this port as the Sales rep said there was ports and capacity available and I am the one being charged for fiber by the DC so a outsider looking in, I see no hard costs which Cogent refuses to provide and bill a "change fee of $1250" with no other description or narrative.We will continue to be a Cognet customer but are completely unsatisfied with how their Management handled this situation, even going as far as to refer us to their legal counsel when we attempted to discuss what the $1250 fee covered as far as the "hard costs" that was given as a reason.
Regards,
[redacted]