Cartier

November 8, 2017
[redacted]Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220Re: Yourreference: [redacted] - Case No. [redacted]Dear Mr. [redacted]:We are in receipt of your letter dated October 17, 2017, regarding the informal complaint filed by Mr. [redacted]. We have had...

the opportunity to investigate this Complaint and offer the following information.Mr. [redacted] called to disconnect service on September 25, 2017 and service was disconnected on September 26, 2017, which just so happened to be the same day he was charged through the automatic debit program he set up with Checkfree, a third party payment center. Mr. [redacted] was unhappy that he was charged for equipment when equipment was returned in a timely manner, but unfortunately through automatic debit, equipment charges are automatically put on the customer’s bill when they disconnect.Armstrong sympathizes with Mr. [redacted]’s situation and has reached out to the billing department to confirm with Checkfree that the money has cleared and will not be reversed. Armstrong is currently in the process of refunding the payment to Mr. [redacted]. The normal processing time for issuing a refund can take up to 10-15 business days. The refund will be issued for $610.25, which represents the total amount of the payment. Mr. [redacted] will also be issued a refund check in the mail for the remaining $89.75 credit on the account.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he does not receive this refund. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

To whom it may concern,We are contacting you in regards to consumer complaint submitted to the Revdex.comon 4/3/2015 by Mr. [redacted]. This timepiece was received forservice on February 11, 2015 with service #[redacted] When the timepiece wasreceived the caseback was upside down. The...

timepiece was returned to theclient once this service was completed and delivered on March 11, 2015. Pleasenote that the bezel was not serviced nor polished as this is not part of our CartierPolicy.Mr. [redacted] contacted us on April 3, 2015, claiming that we switched his bezel.Kindly note that each time a timepiece is received in our technical center it isphotographed to notate the state of the piece upon arrival. The bezel of thistimepiece received on March 30th was noticeably different than the one receivedon February 11th. The numbers were polished and painted over.Please note that the client first received the watch on March 11th and send itback with such claims on March 30th.In the April 3rd conversation we explained what has been relayed above andrequested the piece to be sent back to Mr. [redacted]We trust that this information meets your needs and remain at your disposal forany further assistance.Yours sincerely,Cartier North

Armstrong called me to apologize about the outage. I informed them that this was not an outage issue but a continual and repeated slow down in service at night between the hours of 7-12 PM with speeds as low as 4mb/sec. I have experienced it and run speed tests on several occasions during the past 6 months. I have called in at least 3 times over the past 9 months only to be told armstrong does not detect any issues. The slow down corrects itself every following morning. My neighbors also have experienced the same issue. Armstrong knows there is a systemic issue. I think they are choosing not to address it.  Monitoring software is readily available and Armstrong is aware and knows how to use it. Making excuses does not solve the problem nor does a one month credit.

We are in receipt of your letter dated October 13, 2016, regarding the informal complaint filed by Mr. [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong attempted to contact Mr. [redacted] twice on September 27, 2016, and once on September 28, 2016 to discuss his concerns, however, we have been unsuccessful in reaching Mr. [redacted]. Unfortunately, Armstrong was unable to leave a message for Mr. [redacted], as no voicemail or answering machine appear to be set up on his phone. Armstrong would like the opportunity to speak with Mr. [redacted] to attempt to resolve this situation, and we encourage him to call our Customer Service Center at his convenience.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The installation was completed; however my wife and I had called more than what was stated. As for them advising they corrected the issue every time we called, that is not accurate, since the connectivity issue was with the cable that was originally installed and was not fixed until I contacted the Revdex.com, I feel that Armstrong has failed to up hold any part of their obligations and I feel that if I did not contact the Revdex.com, they would still be giving me the run around and essentially stealing money from my family (theft of service). I have heard from many other families that Armstrong has provided them with shady service and fails to correct the issue. I feel this is a bigger issue than just what I experienced.
Regards,
[redacted]

I wanted to update on this complaint I filed. I have spoken with a great rep there that did help me and the call center manager did a good job to resolve the problem. Not what I wanted but I can live with being fair.  I am still very unsatisfied with the lack of tech opts manager and supervisors call me back, but service is working and they did work to compensate me so I will say this complaint is resolved Thank you [redacted]

We are in receipt of your letter dated January 28, 2016, regarding the informal complaint filed by Karen [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong empathizes with Ms. [redacted]’s continued frustration with spam email but...

assures her that its spam filters are working properly. On January 29, 2016, Armstrong contacted Synacor to discuss Ms. [redacted]’s issues. Synacor monitors email traffic on Armstrong’s servers and blocks a large portion of spam that customers never see. However, some spam emails contain legitimate domains that have been spoofed, and these cannot be blocked. Spam emails that are sent from different IP addresses are difficult to block, but it can be accomplished over time if enough customers mark them as spam to increase their “spam score.” Synacor recommends that customers mark any emails that do get through as spam, as this will increase their spam score and the likelihood of being automatically blocked in the future.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team

We are in receipt of your letter dated August 29, 2016, regarding the informal complaint filed by [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.After investigation, Armstrong removed the late fee from Ms. [redacted]’ account. Ms....

[redacted]’ remaining balance is due September 11, 2016. At this time, Armstrong considers this matter closed.Armstrong encourages Ms, [redacted] to contact our Customer Service Center if she has any additional questions or concerns. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team

We are in receipt of your letter dated November 15, 2016, regarding the informal complaint filed by Mr. [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong received Mr. [redacted]’s initial complaint on May 31, 2016 regarding the unfortunate...

death of his dog. Armstrong has been in contact with Mr. [redacted] multiple times since receiving his initial complaint and considers this matter to be closed.Mr. [redacted]’s complaint also addresses Armstrong’s data allowance policies. Armstrong has provided a fast, reliable broadband experience for more than 15 years. Throughout that time, Armstrong has annually invested millions of dollars into its network to ensure that Zoom customers continue to experience a consistent, reliable Internet connection. Armstrong has increased the speed and enhanced the value of Zoom many times since its inception. Additionally, Armstrong provides 24 / 7 technical support and service at no additional charge.Armstrong introduced data allowance plans to ensure that the Zoom experience continues to meet customer expectations while requiring customers who use more to pay their fair share. At this time, more than ninety three percent (93%) of Armstrong’s customers are not affected by this change. Armstrong updated its Terms/Conditions on the company’s website on April 30, 2013. It began notifying customers of the change in their May 2013 statements. Armstrong provides a mobile app and online usage meter to help customers to monitor their usage. Customers are also encouraged to contact our support team to better understand their usage and receive guidance on how to adjust applications using the greatest amount of data. Since the new policy became effective, Armstrong has been automatically crediting the first overage of every customer to ensure that all customers are well informed of the new policy and their options to purchase additional data capacity.When the FCC enacted the Open Internet Order in 2010, Chairman Julius G[redacted] openly acknowledged that it was fair and reasonable for Internet Service Providers to establish usage limits to continue promoting investment in the country’s broadband infrastructure as well as to ensure efficient use of existing networks. The FCC reaffirmed the use of bandwidth caps as a reasonable bandwidth management tool in its Open Internet Order adopted on February 26, 2015. With that in mind, please note that Armstrong is not the first Internet Service Provider to establish data usage limits. In fact, many of the largest Internet Service Providers in the country have established such limits in the last few years and such policies are rapidly becoming industry standard.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team

January 3, 2018[redacted] Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220Re: Your reference: [redacted] - Case No. [redacted]Dear Mr. [redacted]:We are in receipt of your letter dated December 14, 2017, regarding the informal complaint filed by Mr. [redacted]. We have had the...

opportunity to investigate this Complaint and offer the following information.According to our records, Mr. [redacted] upgraded his service to Zoom II on August 2, 2017. Mr. [redacted] first called Armstrong regarding speed issues on November 28, 2017 and has had two service calls to his residence. During the second service call which occurred on December 19, 2017, Armstrong dispatched a senior technician to evaluate the situation. Our technician properly diagnosed the problem and took the appropriate steps to resolve it. Additionally, the technician updated all the fittings and splitters in Mr. [redacted]’s wiring. Once completed, several speed tests were conducted, and all resulted in speeds around 220 Mbps.Armstrong attempted to contact Mr. [redacted] after his service call to discuss credits to his account; unfortunately, Mr. [redacted] was not available. Armstrong left a message for him to return our call and encourages him to do so at his convenience.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A one month credit does not cover the 9 months of poor service and unusable internet during peak hours. I contacted Armstrong at least three times over the past 9 months to complain about this issue. Armstrong always denied they had an issue and did so in a very non-customer friendly way. I know they have the software tools to trace these problems. They should have used them instead of merely denying the problem. It was not until that last go-around that Armstrong seemingly solved the problem.  I pay over $70/mo and I demand a higher level of service for that price. Having repeated internet bandwidth issues over the past 9 months, and often unusable Internet,  is unacceptable and in my estimation is not compensated for by a one month credit.
Regards,
[redacted]

Re: Your reference: [redacted] - Case No. [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated March 14, 2017, regarding the informal complaint filed by Mr. [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong empathizes with...

Mr. [redacted]’s frustration regarding the recent increase in prices for our internet services. Armstrong assures Mr. [redacted] that this increase was not due to our recent speed increases, but due to the costs associated with maintaining and improving our network to meet our customers’ needs. Armstrong is committed to providing customers with quality service at the lowest possible cost, while continuing to invest in technologies which offer the best choices for Internet, Television and Telephone service. Armstrong encourages Mr. [redacted] to contact our Customer Service Center to discuss his concerns or to get more information about our other product offerings.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team cc: [redacted]

Armstrong still continues to fleece their customers with unrealistic data caps and not presenting their customers with options when they hit the data cap limit.  This results in huge profits for Armstrong unbeknownst to the customer till it is to late.  They continue to state they have their customers best interests at hand even when they made no adjustments over the most data intensive Christmas Holiday.  The statement regarding Armstrong remaining within the FCC guidelines is just despicable.  The FCC has been looking into this for years and is making headway on regulating this because of companies like Armstrong taking advantage of their customers.  Most broadband providers start at a 1TB data cap limit and just recently, the FCC ruled NO data caps when [redacted] purchased [redacted].  Armstrong was quick to point out that they gave me a 100 dollar credit for my continued patronage.  I am not doing this for a credit on my bill.  I want Armstrong to do what is right for their customers.  If I could shop competitors I would but cannot as there are no other providers in my area.Please keep this unresolved until Armstrong releases their statement on what the new limits will be.  This case will be resolved when Armstrong implements a realistic data cap that is inline with the digital age their customer base is in. and when Armstrong provides a system that disrupts internet service when said data cap is reached.  The customer can then choose to pay for extra data or leave the service off. 
Regards,
[redacted]

We are in receipt of your letter dated January 22, 2016, regarding the informal complaint filed by Ms. [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong sincerely apologizes for the miscommunication regarding the discontinuation of Ms....

[redacted]’s cable television service. Armstrong contacted Ms. [redacted] on January 25, 2016 to inform her that we are refunding the late fees and cable television charges that she has been billed for since cancelling her service, and to inform her that we would be picking up her equipment on January 29, 2016. Armstrong encourages Ms. [redacted] to contact our Customer Service Center if she has any additional concerns.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team

March 30, 2017[redacted]Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220Re: Your reference: Theodore [redacted] - Case No. [redacted]Dear Ms. Gasser:We are in receipt of your letter dated March 14, 2017, regarding the informal complaint filed by [redacted].Armstrong responded to Mr. [redacted]’s initial Complaint on March 8, 2017. As mentioned in our previous response, Mr. [redacted] received a promotional rate for internet service for six months. At the end of the six-month period, Mr. [redacted]’s rate increased by $20.00 per month, however, he is still receiving the best possible rate for his services at this time. Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he would like more information on our other services or if he would like to make any changes to his account.With respect to Mr. [redacted]’s concerns regarding the confirmation email he received, Armstrong again thanks him for providing us with his feedback. Armstrong assures Mr. [redacted] that we take our customers’ concerns seriously and that his concerns are currently under review with the appropriate personnel.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team cc: [redacted]

Revdex.com:At this time, I have not been contacted by Cartier regarding complaint ID [redacted].Sincerely,[redacted]

March 8, 2018[redacted] Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220Re:Yourreference:[redacted] - Case No. [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated February 28, 2018, regarding the informal complaint filed by [redacted]. We have had the...

opportunity to investigate this Complaint and offer the following information.According to our records, Ms. [redacted] subscribed to her service under a promotional rate which expired in January 2018. Armstrong offered her a $30.00 discount per month for 6 months to continue her services, however, Ms. [redacted] refused our offer. After disconnection on January 30, 2018, Armstrong credited Ms. [redacted]’s account for the time period between January 30, 2018 through February 11, 2018 on her final billing statement; therefore, Ms. [redacted] was not charged for an additional day of service. Armstrong contacted Ms. [redacted] on March 6, 2018 to explain the how the credit was calculated. Ms. [redacted] was satisfied with the calculation and stated that the issue was resolved.Armstrong encourages Ms. [redacted] to contact our Customer Service Center if she has any additional questions. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I had told Cartier so many times I do not have a receipt but the bar code showed that the perfume was purchased at the bay.   The Bay told me since I do not have a receipt and they do not do exchanges I was to contact Cartier myself.  I have been given the run around and Cartier does not want to take responsible.   ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

March 30, 2017[redacted]Revdex.com[redacted]
[redacted]Re: Your reference: [redacted] [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated March 14, 2017, regarding the informal complaint filed by [redacted]. We have had the...

opportunity to investigate this Complaint and offer the following information.Armstrong provides an itemized billing statement each month for customers to review. According to Armstrong’s Terms and Conditions of Service (http://armstrongonewire.com/Support/Policies), customers are responsible for reviewing their monthly statements and may dispute all or any portion of a charge within sixty (60) days of the billing statement date. Since Ms. [redacted] had the opportunity to dispute the Variety Pack charge throughout the duration of her subscription, Armstrong credited her account for $21.00, or two months of Variety Pack, on March 14, 2017.Armstrong encourages Ms. [redacted] to contact our Customer Service Center if she has any additional questions or concerns. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Regards,
[redacted]