Airrunner Networks L L C

As the Revdex.com knows there are two sides to every complaint. AirRunner Networks LLC has
been on your records since we opened our door in 2001. Yes, in the past we have had
complaints as most companies get if they have been in business for years.
The Internet business for the most part is a utility...

service. We provide a service to the
customer and our responsibility for the customer ends where they plug in. If we are testing
good at the customers interface, that's where we stop. The customer then plugs into that
interface and does what ever they want. This is where most problems start. A very high
percentage of customers do not understand the technology. They don't read instructions,
they don't understand that some programs require a certain amount of bandwidth to
function properly. Many customers do not maintain their computers. They do not have
current anti-virus, they don't run spyware removal software and a large percentage of
customers are running very old computers.
Mrs. B's overall complaint to us was that the connection was slow. Although her and her
husband used the Internet for work related issues, her son is a 'gamer'. A definition of this
can be found here: http://www.urbandictionary.com
Often, the office received calls from Mrs. B [who was not at home at the time] who said her
son says 'the ping times are too high'. Ping times are often a value of network performance
between the 'gamer and the server being played'. The shear variables which go into
diagnosing high ping times are enormous. The reality of it is that once that traffic leaves
our network router located at our office, we have absolutely no control over the pings and
any game performance.
Our Acceptable Use Policy and Conditions of Service, outlines the fact that we cannot
guarantee that anyone's particular program or software will work on our network. Every
Internet provider in the United States also has similar nomenclature for obvious reasons.
http://airrun.net/aup.html
Disclaimer of warranties
ACCESS TO THE SERVICE IS NOT GUARANTEED. THE SERVICE IS DISTRIBUTED ON AN "AS
IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE OR IMPLIED WARRANTIES
OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR OTHERWISE.
Several months ago, within this summer, a call from Mrs. B was routed to my voice mail. I
called her back and and she talked about her son and his inability to play his online games.
I told her if she wasn't getting an appropriate response from our tech support staff, she
should call my office phone and leave me a voice mail. After that Mrs. B, often bypassed
tech support and left messages directly on my voice mail. Every time we looked at her
connection, we saw no issues. I even dispatched my tech to go to her home and try to
figure out what the son was doing. At least on two occasions, her son would not answer the
door after Mrs. B called and reported an issue. Once, we called Mrs. B at work and told her
we were at the house, the son would not answer the door even after calling her. On another
occasion, we replaced all of the equipment outside with new equipment for a lack of not
doing anything on another call to the house. It did not matter what we told her or did, the
connection was always, 'horrible'. There was nothing horrible about her connection, it
screamed performance. As previously mentioned, customer equipment past our radio is
not in our control nor do we service it. We did suggest a new router may help. We were at
wits end, everything up to her equipment was performing as specified. Other customers off
that same Access Point were not calling in with issues. This is typically an indicator to us if
we are having network performance issues. Later in the summer we did start to see more
issues and hear from more people in that general area. Again, we went through our
equipment and found no issues which would suggest network component failure. The
things we did hear was that the network was slower at certain times and better at other
times. This again suggests a possible customer related issue affecting the network.
Last week, I was contacted by several customers who work from home and they said the
network was working much better during the day and asked what we had done. I chuckled
and said nothing, which again reinforced our theory that it was a user who may of been
affecting the network. Last week we heard nothing from Mrs. B, but Monday, September
8th, she called to tell me how 'horrible' it was over the weekend! I replied, “ Just the
weekend?” She said her husband had picked up her son and brought him home from
college. I chuckled. Mrs. B ask why I chuckled. I told her several people had called me last
week and said the network was better. She went off in a rant about the correlation I had
made and that her son had anything to do with it. I replied and said it's much like the
medical field and looking at symptoms to determine why something is happening. I
certainly cannot expect a non-technical person to understand how I get from point A to
point B, its called troubleshooting. But I said, sometimes peoples' computers are infected
with something or they are running a utility which is detrimental to the network. [If you'd
like to hear my specific wording, Mrs. B recorded the conversation, without my consent.
Its almost like she expected to start something worth recording. Before she hung up, I
heard her say, 'Did you get all of that recorded?' ]
On Monday September 8th, after Mrs. B stated that her son was gone last week at college
and that the weekend was 'horrible' when he was home, left my mind spinning. For
someone who has called in as frequent as she has, why was the week when her son was off
at college not 'horrible'? When she asked me to fix a problem which was non-reproducible
after many service calls to her home, I said, 'I don't know what to tell you'. I wasn't going to
engage her anymore.
Possibly Mrs. B needs to speak to other networking professionals who work on residential
computers about the probability that her son's computer may be infected or that he may
be running a downloading torrent [bit torrent] which would at times severely degrade the
home network performance as well as affect our customers by opening hundreds of
connections.
My desired settlement is to remove a problem customer. The B's are getting a disconnect
notice from AirRunner Networks LLC. We made several attempts to figure out what the son
was up to, and possibly he is up to nothing, but his computer may be infected. The time my
staff and I have spent working this issue is unrecoverable and not billable. Someone who is
willing to walk around the neighborhood and speak poorly about our company because her
son's ping times on his Internet games were high, needs to find a different provider.
AirRunner Networks LLC was the first company to deliver High Speed Wireless Internet to
her subdivision 8-years ago. Last fall was the first time that the local phone company
showed up with DSL and the B-family didn't change providers then. Obviously we offered
something better. Up until this complaint, we've carried an A+ rating with the Revdex.com and 13-
years of providing Internet service.
As for the other statements made, we have never heard about basic functions only about
game server performance. Mrs. B has a gmail account and not an AirRunner email account.
Problems with gmail are beyond our scope. Pitting my technician against the owner is
simply a poor tactic based out of frustration from an inadequate understanding of the
technology. I certainly don't understand what Mrs. B does in her medical field anymore than
what she understands about my technical field and the challenges we have in delivering
Internet over radio waves. Speed tests are speculative, most users never read the content
on the web pages surrounding the numbers. Most sites, if they are read, will suggest
multiple tests during a day to then obtain an average. It is also suggested that the tests are
run on a computer directly connected to the Internet and not through a router and certainly
not with a wireless device connected to a router. Mrs. B's son started college at about the
same time as others did this fall. She never mentioned Internet problems when her
son was gone, only when he was home. Her multiple complaints occurred during the
summer break, not the week he was off at college. The game server her son was having
issues with most likely does not have live technical support. Calling the Internet provider in
most cases is the first step in determining network accessibility, but when we tried to
pursue an answer for Mrs. B and her son's gaming issues we were always stopped at the
door. Although we do not service or support customer equipment, we do try to resolve
issues for our customers. I'm sure if Mrs. B sampled enough of my customers she would
find some who also have issues. I won't deny that. I could find you customers who have
been with us for 13-years who are happy. No doubt keeping her child happy is a priority, I
understand that as well. As for Mrs. B's other options for Internet in the area; Frontier
Communications offers DSL, there is also another wireless Internet provider servicing her
neighborhood and there is always Satellite Internet as an option, so her situation is not as
bleak as she makes it.
The Revdex.com can investigate AirRunner Networks LLC if they wish.

Review: Air Runner is the company that we have been using for internet in our homeI have made multiple complaints that we rarely have adequate speed to be able to perform basic functions like checking email, sending email, doing research on the internet, performing school/work functions, watching a simple video or downloading a Netflix movieWe spend $per month for this service and we are not receiving the service reliablyThis has supposedly been checked out by the company and the service technician tells me that he understands that there is definitely a problem but the owner tells me that they have found that we have adequate speedsI have tried purchasing a new router which did not help the situationThe owner was very rude to me on the phone telling me that I am the only customer in our neighborhood who complains yet I have talked to other neighbors who feel the same as our family does - there is frequently not enough signal coming into our home to perform any of the above mentioned basic functionsI accused me of "calling him up ever couple of weeks and badgering him about my connection"He then accused my teenage son (an honor roll student) of causing the problem with our internetWhen I ask him what he means by this, he says "it sometimes happens"I am not quite sure how my son is to blame for the company's poor service (or nonexistent service) as he is away at collegeI still have yet to get clarification on this from the owner on this accusationMy husband and I rely on having consistent internet service for our jobs as I am in the medical field and he is a business executive, so having daily reliable internet access is crucial to our jobsI have tried to be patient over many months but I am not feeling that the business owner has taken our issue seriously and he has been totally and unbelievably disrespectful to me and my familyWhen I ask him to simply fix the problem, he says "I don't know what to tell you." Other neighbors in the area are also experiencing issues but they have grown tired of complainingWhen one family complained to the company in the past, they were told that it was their computerIt appears as though the pattern with this company is: Blame the customer! I feel that this company needs to be investigated because they are selling high speed internet but most of the time speed tests are done, we are getting - mbps of serviceI feel that they are not providing the customers in the area with this service and they are definitely charging us a huge amount as we have limited service providers as we are not located within the city limitsThey know that we do not have many options, so they feel that they can misuse and abuse the customer.Desired Settlement: My desired settlement is related to the fact that we have been paying consistently for service yet rarely receive reliable serviceWe cannot continue to pay for a service that we are not receivingI would like a resolution to the issue and an apology from the business owner for the unprofessional behavior and accusations that he made that my son was to blame for the internet issues in our homeI have never been spoken to as this person spoke to meI would like this company investigated to make sure they are providing the service they claim because I am concerned that they are collecting payments from customers yet are not providing the serviceI have checked with another neighbor, who has the same issues as our family does with not having reliable serviceWhen the customer calls about an issue, they are made to feel like they are the problemI am currently investigating other options for internet service in our area, but feel that if this company has been doing this to customers, it is unjustIf they are going to collect payments for internet service, then the company needs to provide reliable internet service
Business
Response:
As the Revdex.com knows there are two sides to every complaintAirRunner Networks LLC has
been on your records since we opened our door in Yes, in the past we have had
complaints as most companies get if they have been in business for years
The Internet business for the most part is a utility serviceWe provide a service to the
customer and our responsibility for the customer ends where they plug inIf we are testing
good at the customers interface, that's where we stopThe customer then plugs into that
interface and does what ever they wantThis is where most problems startA very high
percentage of customers do not understand the technologyThey don't read instructions,
they don't understand that some programs require a certain amount of bandwidth to
function properlyMany customers do not maintain their computersThey do not have
current anti-virus, they don't run spyware removal software and a large percentage of
customers are running very old computers
MrsB's overall complaint to us was that the connection was slowAlthough her and her
husband used the Internet for work related issues, her son is a 'gamer'A definition of this
can be found here: http://www.urbandictionary.com
Often, the office received calls from MrsB [who was not at home at the time] who said her
son says 'the ping times are too high'Ping times are often a value of network performance
between the 'gamer and the server being played'The shear variables which go into
diagnosing high ping times are enormousThe reality of it is that once that traffic leaves
our network router located at our office, we have absolutely no control over the pings and
any game performance
Our Acceptable Use Policy and Conditions of Service, outlines the fact that we cannot
guarantee that anyone's particular program or software will work on our networkEvery
Internet provider in the United States also has similar nomenclature for obvious reasons
http://airrun.net/aup.html
Disclaimer of warranties
ACCESS TO THE SERVICE IS NOT GUARANTEEDTHE SERVICE IS DISTRIBUTED ON AN "AS
IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE OR IMPLIED WARRANTIES
OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR OTHERWISE
Several months ago, within this summer, a call from MrsB was routed to my voice mailI
called her back and and she talked about her son and his inability to play his online games
I told her if she wasn't getting an appropriate response from our tech support staff, she
should call my office phone and leave me a voice mailAfter that MrsB, often bypassed
tech support and left messages directly on my voice mailEvery time we looked at her
connection, we saw no issuesI even dispatched my tech to go to her home and try to
figure out what the son was doingAt least on two occasions, her son would not answer the
door after MrsB called and reported an issueOnce, we called MrsB at work and told her
we were at the house, the son would not answer the door even after calling herOn another
occasion, we replaced all of the equipment outside with new equipment for a lack of not
doing anything on another call to the houseIt did not matter what we told her or did, the
connection was always, 'horrible'There was nothing horrible about her connection, it
screamed performanceAs previously mentioned, customer equipment past our radio is
not in our control nor do we service itWe did suggest a new router may helpWe were at
wits end, everything up to her equipment was performing as specifiedOther customers off
that same Access Point were not calling in with issuesThis is typically an indicator to us if
we are having network performance issuesLater in the summer we did start to see more
issues and hear from more people in that general areaAgain, we went through our
equipment and found no issues which would suggest network component failureThe
things we did hear was that the network was slower at certain times and better at other
timesThis again suggests a possible customer related issue affecting the network
Last week, I was contacted by several customers who work from home and they said the
network was working much better during the day and asked what we had doneI chuckled
and said nothing, which again reinforced our theory that it was a user who may of been
affecting the networkLast week we heard nothing from MrsB, but Monday, September
8th, she called to tell me how 'horrible' it was over the weekend! I replied, “ Just the
weekend?” She said her husband had picked up her son and brought him home from
collegeI chuckledMrsB ask why I chuckledI told her several people had called me last
week and said the network was betterShe went off in a rant about the correlation I had
made and that her son had anything to do with itI replied and said it's much like the
medical field and looking at symptoms to determine why something is happeningI
certainly cannot expect a non-technical person to understand how I get from point A to
point B, its called troubleshootingBut I said, sometimes peoples' computers are infected
with something or they are running a utility which is detrimental to the network[If you'd
like to hear my specific wording, MrsB recorded the conversation, without my consent
Its almost like she expected to start something worth recordingBefore she hung up, I
heard her say, 'Did you get all of that recorded?' ]
On Monday September 8th, after MrsB stated that her son was gone last week at college
and that the weekend was 'horrible' when he was home, left my mind spinningFor
someone who has called in as frequent as she has, why was the week when her son was off
at college not 'horrible'? When she asked me to fix a problem which was non-reproducible
after many service calls to her home, I said, 'I don't know what to tell you'I wasn't going to
engage her anymore
Possibly MrsB needs to speak to other networking professionals who work on residential
computers about the probability that her son's computer may be infected or that he may
be running a downloading torrent [bit torrent] which would at times severely degrade the
home network performance as well as affect our customers by opening hundreds of
connections
My desired settlement is to remove a problem customerThe B's are getting a disconnect
notice from AirRunner Networks LLCWe made several attempts to figure out what the son
was up to, and possibly he is up to nothing, but his computer may be infectedThe time my
staff and I have spent working this issue is unrecoverable and not billableSomeone who is
willing to walk around the neighborhood and speak poorly about our company because her
son's ping times on his Internet games were high, needs to find a different provider
AirRunner Networks LLC was the first company to deliver High Speed Wireless Internet to
her subdivision 8-years agoLast fall was the first time that the local phone company
showed up with DSL and the B-family didn't change providers thenObviously we offered
something betterUp until this complaint, we've carried an A+ rating with the Revdex.com and 13-
years of providing Internet service
As for the other statements made, we have never heard about basic functions only about
game server performanceMrsB has a gmail account and not an AirRunner email account
Problems with gmail are beyond our scopePitting my technician against the owner is
simply a poor tactic based out of frustration from an inadequate understanding of the
technologyI certainly don't understand what MrsB does in her medical field anymore than
what she understands about my technical field and the challenges we have in delivering
Internet over radio wavesSpeed tests are speculative, most users never read the content
on the web pages surrounding the numbersMost sites, if they are read, will suggest
multiple tests during a day to then obtain an averageIt is also suggested that the tests are
run on a computer directly connected to the Internet and not through a router and certainly
not with a wireless device connected to a routerMrsB's son started college at about the
same time as others did this fallShe never mentioned Internet problems when her
son was gone, only when he was homeHer multiple complaints occurred during the
summer break, not the week he was off at collegeThe game server her son was having
issues with most likely does not have live technical supportCalling the Internet provider in
most cases is the first step in determining network accessibility, but when we tried to
pursue an answer for MrsB and her son's gaming issues we were always stopped at the
doorAlthough we do not service or support customer equipment, we do try to resolve
issues for our customersI'm sure if MrsB sampled enough of my customers she would
find some who also have issuesI won't deny thatI could find you customers who have
been with us for 13-years who are happyNo doubt keeping her child happy is a priority, I
understand that as wellAs for MrsB's other options for Internet in the area; Frontier
Communications offers DSL, there is also another wireless Internet provider servicing her
neighborhood and there is always Satellite Internet as an option, so her situation is not as
bleak as she makes it
The Revdex.com can investigate AirRunner Networks LLC if they wish