Advantage LED Signs

Below is tracking information for the requested repair parts for your display Because this is a 3rd party display, there is sometimes a delay in sourcing repair parts for you I sincerely apologize for the delay in communicating this and updating you on the progress Once the parts became available, we expedited shipping to you at no additional charge Ship Date: 5/21/ Delivery date: 5/23/ We are taking steps to have a live person receive incoming calls, though the best method is to submit an on-line support request Thank you for your patience in this matter and we will strive to improve our support of your LED display Sincerely, [redacted] Technical Support Manager Advantage LED Signs

[redacted] is a copy of the permit we were able to get from the city of Killeen, TX The displays have been put into expedited production and should be done in less than weeks We are truly sorry for the delay in securing a permit from the city I want to assure you that no corners have been cut and that everything was done thoroughly We acquired a certified engineering drawing which was submitted to the city and everything has been approved for the project to move forwardWe will update you as your displays pass through the different departments of manufacturing Thank you for your patience Now that we have the permit everything should happen very quickly Sincerely, [redacted] General Manager ADvantage LED Signs

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint From: [redacted] Sent: Tuesday, July 15, 10:AM To: drteam Subject: Complaint # [redacted] Hi I wanted to respond to complaint # [redacted] I have spoken to [redacted] from LED advantage and have remitted what he has asked for to be able to pay us back for the extra brick work expense that we were out I have not seen a reimbursement check yet but am very hopeful this will be taken care ofAs far as the sales tax is concerned [redacted] informed me that they had not collected sales tax when we paid them The invoice was not broken down at all as far as what cost specifically for what and assumed they were doing their duty of charges sales tax which is mandated The company has since come back and wanted to collect now that they are getting audited We feel it is their duty to pay the sales tax since no where in the contact did it state that sales tax was not charged and we would have to pay it into the state at a later date [redacted] Spencer Animal Hospital -- Thank you, [redacted] Spencer Animal Hospital Regards,

Dear [redacted] ***, I am sorry to hear that you are unsatisfied with your LED sign performance The sign sold to you is one of the highest resolutions sold in when you purchased your sign The sales person for your sign does still work here and has since 2009, he is one of my best sales people and I assure you he does not mislead or "trick" clients into buying bad signs Advantage LED does not practice nor condone that type of behavior If professionally done content looks good on the sign, but the content you create does not, then it is more than likely a simple training session that can assist you in making the sign perform as expected Incorrect sizing of images and video will cause the sign to look "grainy" as you have described All of our signs sold comes with FREE software training for the life of the sign I will contact our software training department to contact you and setup a time for a one on one training session After reviewing your contract we have on file, it appears that we replaced only the faces in the existing sign cabinet you had for your business There is no mention of lights or ballasts being sold or warrantied for your order The lamps and ballasts in the sign cabinet are likely the original from whomever you purchased the sign from previously We will not be able to repair or change those out for you, but I can arrange for a service company to come and give you a quotation for that work As for the paint job, I was not aware of the issues with the paint The photos of the completed installation seem to be in order It is not all that uncommon for a repainted old sign structure to show imperfections or evidence of flaking paint Advantage LED does not provide a warranty on repainted poles or for old sign cabinets, this service is performed as a courtesy to the client when requested I have also reviewed the service request records for your sign and show only a module repair in 8-22-and a request to adjust the brightness to avoid a fine from the city on 11-20- No other service requests were made after that time I have a copy of the "Installation and Warranty Validation Form" signed 8-15-and there is no mention of poor paint or any dissatisfaction with the installation or products I have attached a copy of that sign off for your review I must apologize if there has been any misunderstanding concerning your sign purchase Advantage LED will warranty the LED display for a full five years after your installation including FREE software training to assist you in programming the sign to your satisfaction I strongly suggest that you take advantage of this free service in order to get the best results from your sign purchase

We apologize for the confusion and delay in getting your [redacted] display up and running to your satisfaction Almost immediately after you placed your order with Advantage LED, we provided an identical loaner LED display trailer for you to use until your sign was completed You had full free use of our identical loaner trailer as a courtesy until we completed the installation of your custom sign trailer To my knowledge you had full use of that sign until your new sign was completed The LED display you ordered came equipped with our state-of-art cloud-base software as well as a cellular modem for Internet connectivity from anywhere as outlined in the purchase agreement This is the same cellular equipment and cloud-based software that was active on the loaner trailer you were using until your new trailer was completed After taking delivery of the new trailer, you notified our project management team that you did not want to pay for the monthly cellular service you had ordered and wanted to switch to the older software that does not require constant internet connectivity A request was made to convert the trailer at no penalty or cost to you to our alternate software package that would allow the sign to be programmed directly from a connected laptop computer Please understand, in order to convert a delivered sign, there is still a requirement for the sign to be connected to the internet in order to perform the software download and installation conversion Because of the lack of internet connectivity, complexity and rarity of such a request, it made it difficult and caused the delay We apologize for the four day delay in completing your request According to our tech support records, your issues were resolved the same day as your complaint was filed My project managers have followed up with you via phone to ensure that your requests have been taken care of and completed We do apologize that your initial request was not handled immediately We know that you are a repeat customer of Advantage LED and we value your continued business Please feel free to contact me or any of my project managers with any concerns or questions you may wish to ask Thank you for your business Sincerely, Richard J [redacted] Advantage LED

Revdex.com:This letter is to inform you that Advantage LED Signs has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/17/12:57:PM and assigned ID 10864302.Regards,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me; however, no steps have been made as of yet I do not consider this matter resolved until the sign has been repainted and reinstalled As of yet no one has reached out to me to begin the process (other than to state what they will do) Thanks for your assistance with this matter,
*** ***

From: *** *** *** Sent: Thursday, May 15, 9:AMTo:
drteamSubject: RE: Houston Revdex.com Membership is in Jeopardy ***
The client issue has been resolved more than a month.
Regards,
*** ***
VP of Sales & Marketing
*** *** ** *** *** *** *** *** *** *** ** ***
*** *** *** * *** *** * ***
NOTICE: The information contained in this electronic mail message is confidential and intended only for certain recipientsIf you are not an intended recipient, you are hereby notified that any disclosure, reproduction, distribution or other use of this communication and any attachments is strictly prohibitedIf you have received this communication in error, please notify the sender by reply transmission and delete the message without copying or disclosing it

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved

Revdex.com:
From: *** *** [mailto:s***@***.com] Sent: Monday, June 20, 4:PM I did my best to explain to the person responding that we were not satisfied with his matter-of-fact offer. He was very dismissive and felt that he had gone above and beyond to satisfy us customer for this latest mishap of sending the wrong parts and flat out not communicating with us. And, not once did he apologize for the prior mishaps, since we’ve had their signWhile Advantage LED did offer months of technician service, this still isn’t enough. After speaking with the client that we actually purchased this sign for, they would accept year of technician service and an extended warranty Kindest Regards, *** ***

The refund check was issued on 7.21.2014 in the amount of $750 to Spencer Animal Clinic for the extra brick work client's sign required.  The check was mailed on 7.21.2014 directly to Spencer Animal Clinic. 
Advantage LED

[redacted] is a copy of the permit we were able to get from the city of Killeen, TX.  The displays have been put into expedited production and should be done in less than 4 weeks.  We are truly sorry for the delay in securing a permit from the city.  I want to assure...

you that no corners have been cut and that everything was done thoroughly.  We acquired a certified engineering drawing which was submitted to the city and everything has been approved for the project to move forward. We will update you as your displays pass through the different departments of manufacturing.  Thank you for your patience.  Now that we have the permit everything should happen very quickly.
Sincerely,
[redacted]
General Manager
ADvantage LED Signs

Dr. [redacted],
   We apologize for the issues you have experience with peeling paint on your identification sign.  I am aware of this issue and thought that the problem was repaired months ago.  I have tasked one of my project managers with having your sign completely...

removed, all paint stripped and fully primed and repainted.  This is the best method to ensure that the sign will not have this issue again.  I have also notified my production manager responsible for quality control to review our records for your identification sign.  I assure you that this is not something that occurs on a normal basis.  Something went wrong with either the paint or preparation process. 
I'm told that you have been communicating with my project manager and are aware of how we will be fixing the issue.  Someone will be on your site to remove the sign within the next two weeks to start the process.  They will need one to two weeks to repaint the sign and have it reinstalled.  Advantage LED will take care of all expenses for the repairs. 
Thank you for your patience and I do apologize for the inconvenience. 
 
Sincerely,
Richard [redacted], VP

Below is tracking information for the requested repair parts for your display.  Because this is a 3rd party display, there is sometimes a delay in sourcing repair parts for you.  I sincerely apologize for the delay in communicating this and updating you on the...

progress.  Once the parts became available, we expedited shipping to you at no additional charge.
Ship Date: 5/21/2014
Delivery date: 5/23/2014
We are taking steps to have a live person receive incoming calls, though the best method is to submit an on-line support request.
Thank you for your patience in this matter and we will strive to improve our support of your LED display.
 
Sincerely,
[redacted]
Technical Support Manager
Advantage LED Signs

Revdex.com:This letter is to inform you that Advantage LED Signs has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/17/2015 12:57:02 PM and assigned ID 10864302.Regards,

Dear [redacted],
I am sorry to hear that you are unsatisfied with your LED sign performance.  The sign sold to you is one of the highest resolutions sold in 2013 when you purchased your sign.  The sales person for your sign does still work here and has since 2009, he is one...

of my best sales people and I assure you he does not mislead or "trick" clients into buying bad signs.  Advantage LED does not practice nor condone that type of behavior.  If professionally done content looks good on the sign, but the content you create does not, then it is more than likely a simple training session that can assist you in making the sign perform as expected.  Incorrect sizing of images and video will cause the sign to look "grainy" as you have described.  All of our signs sold comes with FREE software training for the life of the sign.  I will contact our software training department to contact you and setup a time for a one on one training session. 
After reviewing your contract we have on file, it appears that we replaced only the faces in the existing sign cabinet you had for your business.  There is no mention of lights or ballasts being sold or warrantied for your order.  The lamps and ballasts in the sign cabinet are likely the original from whomever you purchased the sign from previously.  We will not be able to repair or change those out for you, but I can arrange for a service company to come and give you a quotation for that work.  As for the paint job, I was not aware of the issues with the paint.  The photos of the completed installation seem to be in order.  It is not all that uncommon for a repainted old sign structure to show imperfections or evidence of flaking paint.  Advantage LED does not provide a warranty on repainted poles or for old sign cabinets, this service is performed as a courtesy to the client when requested. 
I have also reviewed the service request records for your sign and show only a module repair in 8-22-2013 and a request to adjust the brightness to avoid a fine from the city on 11-20-2013.  No other service requests were made after that time.
I have a copy of the "Installation and Warranty Validation Form" signed 8-15-2013 and there is no mention of poor paint or any dissatisfaction with the installation or products.  I have attached a copy of that sign off for your review. 
I must apologize if there has been any misunderstanding concerning your sign purchase.  Advantage LED will warranty the LED display for a full five years after your installation including FREE software training to assist you in programming the sign to your satisfaction.  I strongly suggest that you take advantage of this free service in order to get the best results from your sign purchase.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
From: [redacted]
Sent: Tuesday, July 15, 2014 10:48 AM
To: drteam
Subject: Complaint #[redacted]
 
 
Hi I wanted to respond to complaint #[redacted].  I have spoken to [redacted] from LED advantage and have remitted what he has asked for to be able to pay us back for the extra brick work expense that we were out.  I have not seen a reimbursement check yet but am very hopeful this will be taken care of. As far as the sales tax is concerned [redacted] informed me that they had not collected sales tax when we paid them.  The invoice was not broken down at all as far as what cost specifically for what and assumed they were doing their duty of charges sales tax which is mandated.  The company has since come back and wanted to collect now that they are getting audited.  We feel it is their duty to pay the sales tax since no where in the contact did it state that sales tax was not charged and we would have to pay it into the state at a later date.
[redacted]
Spencer Animal Hospital
--
Thank you,
[redacted]
Spencer Animal Hospital
 
Regards,

We apologize for the confusion and delay in getting your [redacted] display up and running to your satisfaction.  Almost immediately after you placed your order with Advantage LED, we provided an identical loaner LED display trailer for you to use until your sign was completed.  You had...

full free use of our identical loaner trailer as a courtesy until we completed the installation of your custom sign trailer.  To my knowledge you had full use of that sign until your new sign was completed.  The LED display you ordered came equipped with our state-of-art cloud-base software as well as a cellular modem for Internet connectivity from anywhere as outlined in the purchase agreement.  This is the same cellular equipment and cloud-based software that was active on the loaner trailer you were using until your new trailer was completed.  After taking delivery of the new trailer, you notified our project management team that you did not want to pay for the monthly cellular service you had ordered and wanted to switch to the older software that does not require constant internet connectivity.  A request was made to convert the trailer at no penalty or cost to you to our alternate software package that would allow the sign to be programmed directly from a connected laptop computer.  Please understand, in order to convert a delivered sign, there is still a requirement for the sign to be connected to the internet in order to perform the software download and installation conversion.  Because of the lack of internet connectivity, complexity and rarity of such a request, it made it difficult and caused the delay.  We apologize for the four day delay in completing your request.  According to our tech support records, your issues were resolved the same day as your complaint was filed.  My project managers have followed up with you via phone to ensure that your requests have been taken care of and completed. 
We do apologize that your initial request was not handled immediately.  We know that you are a repeat customer of Advantage LED and we value your continued business.  Please feel free to contact me or any of my project managers with any concerns or questions you may wish to ask.  Thank you for your business.
Sincerely,
Richard J[redacted]
Advantage LED

Hi,
We have made several attempts to speak with you to see if there is something else we could do to resolve this matter, but have not received a return phone call.
I am sorry the offer we made does not satisfy your complaint.  We reviewed all of your support logs from the time of install to present and as stated in our previous response, it equated to roughly one instance per year.  We feel this does not rise to the level of issues that would warrant replacement of your LED display. Furthermore, those issues were primarily communication related, which we took steps to resolve for you. 
Of course, your most recent issue was slightly extended because of being sent the incorrect communication device.  But, we rectified it by not only expediting the correct part to you, we also sent a field tech to your location to install it.
We do understand how important having a display working consistently, and when it’s not, being able to have it fixed and returned to operation as soon as possible.  This is why we’ve offered to make the field tech available for service for the next six (6) months at no charge.  Which is well beyond the warranty agreement for your display. I have attached a copy of our Standard Limited Warranty which is the one you received at the time of purchase. Section 3.1.8 of the Standard Warranty Agreement clearly states:
3. EXCLUSIONS AND RESTRICTIONS
3.1.8. Any onsite labor or equipment required to service the Covered Product including diagnosis, removal and installation of parts or products.
We welcome any input or suggestions from you so that we can resolve this matter to your satisfaction.

Hi Ms. [redacted],
     Thank you for speaking to me this morning concerning the...

issue(s) you’ve experienced with your Advantage LED display.  I did have time to go over your service issues as well as the parts shipped to resolve those issues since your displays installation September of 2013. 
Based on what I’ve found, the four (4) instances you’ve covered in your complaint are related to communicating with the LED display(s).  Normally, my tech team can troubleshoot communication issues if/ when they can establish remote access to the end users computer and determine what part – if any is failing.  In most cases these types of issues are resolved during this process. Unfortunately, your communication setup limits my tech team’s ability to remotely troubleshoot this type of issue. I have personally attempted to assist [redacted] (your employee assigned to update content on your LED displays) with establishing some type of internet service to his computer so troubleshooting can be done.  But we were not able to accomplish this.  So in cases such as these, my tech team is instructed to send replacement communication devices. This would explain the four (4) RMA’s sent to you since install to resolve communication.
 
Also, rebooting the display and your computer is another method of re-establishing communication when there is no ability to do remote troubleshooting. 
 
I did take into consideration the frustration [redacted] was experiencing with being sent the wrong wireless antenna for the most recent issue(s), so I dispatched a tech out to fix the display:
 
 
The field tech looked over the display to see if there was some underlying issue(s) that needed to be addressed
He went over the process of establishing communication with the display with [redacted]
He went over the process of updating the displays schedule so that he will be comfortable with it moving forward.
 
 
The displays actually has had minimal issues since installation roughly one (1) communication related issue per year.  This would indicate the display is performing according to its design parameters. 
 
Though your displays have a parts replacement only warranty, I will make my field tech available for on-site service at no charge for the next 6 months.  This should insure any issues that come up within that time is handled promptly by us.