Arch Communications Inc

A request for a phone system was called into our office at Arch
Communications by ***, for *** ***.? He wanted information on
what type of phone systems were available and how soon could they get
one.? ***, the office manager, took the call and gave him several
options
ie: a traditional PBX or a hosted PBX.? He gave her the
information needed to bid the job and service and asked for a proposal.? A
proposal was put together for *** ***, outlining their options and
allowing them to choose what fit their needs now and best for the future.?
During this process, several conference calls were held between ***, ***
and ***.? *** explained in detail the best way to set up the network
should they want to use the VoIP option.? Since the suite required wiring
for phone jacks, it was suggested that they drop separate cables for both the
voice and data so we could set the networks up separately ie: VLAN &
LAN.? This was agreed to and they chose the hosted PBX to save on the cost
of an on premise PBX.? Since *** has a background in IT, they felt
comfortable with this option as he would be handling the installation and
integration with their network.? No pressure was applied.As usual, their build out for the suite took longer than expected and we
were delayed twice to get in to wire.? Once the wiring was completed, we
installed the data equipment ie:? switch and router.? The phones were
held back since there was no furniture to set them on, otherwise they would be
setting on the floor and in the way of the movers, and most importantly,
potentially damaged.? In two weeks we were able to get into the suite to
finish the installation and train *** on the use of the phones.? Later that
same week, we came back to tweak the system and further train *** and ***
on how to use they system, however, *** was not available.? Training
was provided several times.As the customer became familiar with the system and relayed the changes they
would like, we addressed them and made the changes.? One problem that
cropped up early was a conflict between the wireless AT&T router they
wanted to use for guest laptops etc.? It caused as IP address conflict
with the system router and it had to be removed.? Once removed the
problems seem to have been resolved.? Problems on the service side
were relayed to *** and they resolved them with the customer.At this time the PBX was in the cloud at *** and they resolved any
problems with the call flow and the CID.? The features of the system were
entirely in their hands.? In June, *** called stating that the service
was not steady enough and they would like to put in an on premise PBX.? We
told them about the system we had developed with the same features as the cloud
PBX and they could still have remote phones for home offices.? They agreed
and we reprogrammed the phones and the PBX and they could still have remote
phones for home offices.? They agreed and we reprogrammed the phones and
the PBX and installed it.? We trained *** and ***, as ***
was not available.? As the customer became familiar with the
system and the features it gave them, changes were made to accommodate their
changing need.? The onsite PBX gave the consistency in their voice service
they needed to make VoIP work for them? In both PBX's the
technician was able to remove into the system and change the features as they
requested.? Perhaps they never realized these changes were being
made remotely.? This ability was very helpful to us as we service
different vendors for the StLouis area and our techs are frequently on
service calls throughout the day and night.? However, when their system
was hacked, we worked with *** *** from *** to set up more stringent passwords
for their phone lines and the PBX.? This was resolved the day they
called.? We explained to *** that something like a hack job is not your
neighbor tapping into your phone lines...it is a computer running possible
passcodes continually until it gets through.The only time that an appointment was made and we did not show up or call
was during the week of our medical emergency when the technician had a total
health breakdown.? It was resolved the following Monday.? The
technician was unable to call the office or the customer, and we had no idea of
the tragic situation.? We have been informed that this very incident when
we were unable to get there and they claim makes us unreliable, *** is now
claiming she didn't order the phone nor the new extension, and refuses to pay
for it.As far as issues with the system and fixing them, we have found in our
years in business that Customers often change their mind on programming, and
that is why we give each customer days of free programming chargesWe have
trained *** *** times and more at no additional cost to them and
have addressed each change they wanted at no additional coast.? I do not
understand how they claim we are uncooperative.? We value each account and
provide the highest quality back up support in the industry.The phones they procured are gigabit phones with colored screens and are
state of the art for the industry.? IP phones are interchangeable with any
VoIP service and just need to be programmed to accept the new carriers credentials.?
We have offered to reprogram them for them and help transfer their service to
another carrier should they decide to.? However, they would have to catch
up their account as they have not paid for the additional phone they ordered nor
the service for wiring in the new office.? The phones and PBX are great
phones and not the problem, we are unable to take back used equipment?
? ? We sincerely apologize that we were not aware of the technicians situation
and therefore, did not call or send another technician to them.? We are
fully aware that customer satisfaction plays an important role in every
business.Sincerely,*** ***r, President

A request for a phone system was called into our office at Arch
Communications by [redacted], for [redacted].  He wanted information on
what type of phone systems were available and how soon could they get
one.  [redacted], the office manager, took the call and gave him several
options...

ie: a traditional PBX or a hosted PBX.  He gave her the
information needed to bid the job and service and asked for a proposal.  A
proposal was put together for [redacted], outlining their options and
allowing them to choose what fit their needs now and best for the future. 
During this process, several conference calls were held between [redacted], [redacted]
and [redacted].  [redacted] explained in detail the best way to set up the network
should they want to use the VoIP option.  Since the suite required wiring
for phone jacks, it was suggested that they drop separate cables for both the
voice and data so we could set the networks up separately ie: VLAN &
LAN.  This was agreed to and they chose the hosted PBX to save on the cost
of an on premise PBX.  Since [redacted] has a background in IT, they felt
comfortable with this option as he would be handling the installation and
integration with their network.  No pressure was applied.As usual, their build out for the suite took longer than expected and we
were delayed twice to get in to wire.  Once the wiring was completed, we
installed the data equipment ie:  switch and router.  The phones were
held back since there was no furniture to set them on, otherwise they would be
setting on the floor and in the way of the movers, and most importantly,
potentially damaged.  In two weeks we were able to get into the suite to
finish the installation and train [redacted] on the use of the phones.  Later that
same week, we came back to tweak the system and further train [redacted] and [redacted]
on how to use they system, however, [redacted] was not available.  Training
was provided several times.As the customer became familiar with the system and relayed the changes they
would like, we addressed them and made the changes.  One problem that
cropped up early was a conflict between the wireless AT&T router they
wanted to use for guest laptops etc.  It caused as IP address conflict
with the system router and it had to be removed.  Once removed the
problems seem to have been resolved.  Problems on the service side
were relayed to [redacted] and they resolved them with the customer.At this time the PBX was in the cloud at [redacted] and they resolved any
problems with the call flow and the CID.  The features of the system were
entirely in their hands.  In June, [redacted] called stating that the service
was not steady enough and they would like to put in an on premise PBX.  We
told them about the system we had developed with the same features as the cloud
PBX and they could still have remote phones for home offices.  They agreed
and we reprogrammed the phones and the PBX and they could still have remote
phones for home offices.  They agreed and we reprogrammed the phones and
the PBX and installed it.  We trained [redacted] and [redacted], as [redacted]
was not available.  As the customer became familiar with the
system and the features it gave them, changes were made to accommodate their
changing need.  The onsite PBX gave the consistency in their voice service
they needed to make VoIP work for them.  In both PBX's the
technician was able to remove into the system and change the features as they
requested.  Perhaps they never realized these changes were being
made remotely.  This ability was very helpful to us as we service 5
different vendors for the St. Louis area and our techs are frequently on
service calls throughout the day and night.  However, when their system
was hacked, we worked with [redacted] from [redacted] to set up more stringent passwords
for their phone lines and the PBX.  This was resolved the day they
called.  We explained to [redacted] that something like a hack job is not your
neighbor tapping into your phone lines...it is a computer running possible
passcodes continually until it gets through.The only time that an appointment was made and we did not show up or call
was during the week of our medical emergency when the technician had a total
health breakdown.  It was resolved the following Monday.  The
technician was unable to call the office or the customer, and we had no idea of
the tragic situation.  We have been informed that this very incident when
we were unable to get there and they claim makes us unreliable, [redacted] is now
claiming she didn't order the phone nor the new extension, and refuses to pay
for it.As far as issues with the system and fixing them, we have found in our 30
years in business that Customers often change their mind on programming, and
that is why we give each customer 30 days of free programming charges. We have
trained [redacted] 3 times and more at no additional cost to them and
have addressed each change they wanted at no additional coast.  I do not
understand how they claim we are uncooperative.  We value each account and
provide the highest quality back up support in the industry.The phones they procured are gigabit phones with colored screens and are
state of the art for the industry.  IP phones are interchangeable with any
VoIP service and just need to be programmed to accept the new carriers credentials. 
We have offered to reprogram them for them and help transfer their service to
another carrier should they decide to.  However, they would have to catch
up their account as they have not paid for the additional phone they ordered nor
the service for wiring in the new office.  The phones and PBX are great
phones and not the problem, we are unable to take back used equipment.  
    We sincerely apologize that we were not aware of the technicians situation
and therefore, did not call or send another technician to them.  We are
fully aware that customer satisfaction plays an important role in every
business.Sincerely,[redacted]r, President