Arch Communications

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 ***, 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] 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 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 [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 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 [redacted] 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

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. ***, 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] 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 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 [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 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 [redacted] 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

We have begun an internal investigation into the patient’s complaint and will be responding by the end of the week.  Please know we take these type of issues very serious and will conduct an intense review of the patient’sservice complaint. Being that I have only done this...

one other time, could you tell me how to respond to the complaint on your website?  I cannot find a link anywhere to enter the complaint number.  I remember doing everything online the oneother time there was a complaint.  Any help would be appreciated. Thank you, [redacted]Chief Financial Officer  9401 W Brown Deer RdMilwaukee, WI  53224 Phone 1-866-950-4400  Ext. 3615Phone 1-414-365-8900  Ext. 3615Direct Dial 1-262-236-3615Fax 1-414-365-3889Email [email protected]

Review: as playing soccer 02-20-15 a uihlein park at Milwaukee , when I broke my arm ..Someone call an ambulance , and 2 young ladies from Paratech showed up to take care of me .Unfortunately, those 2 womens was looking like newby , every manipulation on me was unbearable , they could not figure out how to handle me , and could not stabilize my arm , they did not have equipment for it . so after 10 mn , they decide they could do nothing for me and call the fire fighter department.They came and handle me perfectly.my complain is about this company charging me for their service 147.46$ for they service ,they could not provide.I call them and try to tell them I was not happy with this bill .They kee sending the bill and now went to collector.I m requesting your help to void this bill.Thank you for your time Fabien CaillotDesired Settlement: billing adjustment and credit record adjusted

Business

Response:

We have begun an internal investigation into the patient’s complaint and will be responding by the end of the week. Please know we take these type of issues very serious and will conduct an intense review of the patient’sservice complaint. Being that I have only done this one other time, could you tell me how to respond to the complaint on your website? I cannot find a link anywhere to enter the complaint number. I remember doing everything online the oneother time there was a complaint. Any help would be appreciated. Thank you, [redacted]Chief Financial Officer 9401 W Brown Deer RdMilwaukee, WI 53224 Phone 1-866-950-4400 Ext. 3615Phone 1-414-365-8900 Ext. 3615Direct Dial 1-262-236-3615Fax 1-414-365-3889Email [email protected]