China Wok

I would say that there is some accuracy in the complaint, but not a complete story We installed the service in and at that time, the [redacted] ***, had no issues with our service When there were problems, she contacted us and they were resolved Most of the issues at that time were related to the inability of the staff to adjust to using something other than old technology phones Most of our service calls were to reprogram phones or reconnect equipment that had been damaged, improperly used, or abused by the staff [redacted] acknowledged this and as long as she was there, we had no complaints from this company.After [redacted] left is when we began to receive the same calls, but we could not get their staff to use the phones properly They called over and over again and in most cases (but not all), it was again due to the inability for their staff to use the phones properly As we had a track record of more than months without complaint, we felt that their staff, including ***'s replacement, were either unable or unwilling to learn how to properly use the phone system and their hostility toward us made it unreasonable to continue to support them in the manner we had done in the past and for which we normally provide.I am willing to take responsibility for some of this It is our policy not to deal with abusive customers if we cannot come to some sort of willingness for them to work with us when we try to assist them I feel that [redacted] is likely not aware of this attitude toward our staff by more than a few of his employees at that time While we are surprised that [redacted] did not choose to directly address this in 2013, other than a few phone requests for us to come and get our equipment and give him his money back, it is our position that it is not our equipment His company purchased it, signed off on it, and used it successfully up until the time that [redacted] left their employ.It is not our habit of denying customers refunds or providing inferior service as evidenced by the very few complaints we have had (out of over subscribers) and our record of resolution with Revdex.com We do not feel that this customer is entitled to ANY refund, as they clearly used the service for the entire duration (around months) of ***'s oversight of their service as [redacted] 's [redacted] If anything, our error was in not realizing that this company, at least in the location we provided service, was not capable of utilizing newer technology telephone equipment and addressing technical differences in Voice-Ovtelephone service and old-school copper phone lines and equipment We have hundreds of satisfied business customers who use our telephone service, some with hundreds of employees We have learned that there are some companies who should stay with their current equipment and provider, especially if they are unwilling to learn how to properly use the new equipment.However, as a gesture of goodwill and our desire to maintain our good relationship with Revdex.com, we are willing to remove the equipment, as long as it is not physically damaged, from their premises and issue a refund in the amount of $once the equipment has been retrieved

Complaint: [redacted] I am rejecting this response because: Mr [redacted] has still not addressedWhy they tell customers they can provide MBPS (with good signal strength, which we had; as stated by the RSI tech) when they knew the tower didn't supportWhy they have the customer sign a document stating that we have to pay $to reactivate service after canceling when he doesn't intend on doing so.The facts are that we signed up with RSI with the MBPS package while being informed that the signal is good and could upgrade Next we decided to take that option of upgrading with a phone call Once RSI finally returned the call I was encouraged to cancel.RSI is not the only SMALL company in town.Mr [redacted] , this has less to do with the fact that you were only able to provide MBPS, and more to do with your attitude when we asked for something your company told us was possible, in fact, very possible You are upset that we called and asked for, then cancelled when your staff encouraged us to, and then asked to re-sign as your staff said we could It is sad because we would have been happy with your service at MBPS Your marketing and uninformed staff caused this situation I should have had you sign a paper that said YOU would re-sign us if we paid the $100.Again, we are using MBPS now and everything is fine You could have had a happy customer if you had explained the real situation and re-signed us Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards,I have called them when the incident happened and told themThey did not tell me to bring it inThey hung up on me [redacted] ***

The customer was advised that speeds advertised are "up to" and not guaranteed Additionally, our terms and conditions of service also state this When customer expressed disappointment with this, we advised him that he could downgrade to a slower service to get a more consistent speed, but that no matter which level of service was purchased, all services are "up to", which is a provision of service no matter who the Internet Provider is During multiple conversations with our staff, customer was very rude and insulting to them,making statements such as: "You are rded" "Did you eat paint chips as a child" "Did your dad drop you on your head as a child""I hope you burn in Hell" Customer cancelled service with us and when we disconnected service on his request, he became angry and belligerent and requested that it be turned back on Because of his demeanor and attitude, we opted to keep his account cancelled and we have issued a complete refund of all monies he has ever paid us At this point, all of his monies ever paid were returned to him on 1/6/15REFUNDRESPONSE DATEDate TIME 1/6/3:33:PM TRANSACTION REQUEST REFUNDRESPONSE / STATUS RETURN ACCEPTED ACTION CODE RESPONSE TRANSACTION ID [redacted] AVS DESCRIPTION AUTHORIZATON CODE [redacted] CWADDRESS MATCH ZIP MATCH TOTAL AMOUNT REFUNDRESPONSE DATE & TIME 1/6/3:34:PM TRANSACTION REQUEST REFUND RESPONSE / STATUS RETURN ACCEPTED ACTION CODE RESPONSE TRANSACTION ID [redacted] AVS DESCRIPTION AUTHORIZATON CODE [redacted] CWADDRESS MATCH ZIP MATCH TOTAL AMOUNT REFUNDRESPONSE DATE & TIME 1/6/3:34:PM TRANSACTION REQUEST REFUND RESPONSE / STATUS RETURN ACCEPTED ACTION CODE RESPONSE TRANSACTION ID [redacted] AVS DESCRIPTION AUTHORIZATON CODE [redacted] CWADDRESS MATCH ZIP MATCH TOTAL AMOUNT

Revdex.com:
At this time, I have not been contacted by China Wok regarding complaint ID ***
Regards,
*** ***

We could not place the antenna in the same location due to interference and obstructions from trees in the area preventing delivery of reliable service Customer was advised of this and customer was advised that service could not be installed except at the location on the rooftop When
customer advised us that they did not want the service installed at that location, we advised him that we could not deliver it otherwise We would be happy to make arrangements with the roofing company if reasonable settlement can be made Customer will need to advise us of the company the contact info for the appropriate person at that company

I have no response to that It is the truth as far as I remember it from 2+ years ago I installed the service personally and I have never met *** *** I do not know if he worked out of that office at that time, but I did not meet him If he can get *** to write a letter stating that she felt that the service from Day did not work then I would be happy to refund the money completely, otherwise I have offered a compromise and it still stands

I stand by what I say It is our responsibility to provide the best possible service for the most number of customers When we encounter a client for whom we cannot make happy, it is our position that the customer (and our entire customer base) would be best served by their obtaining alternate service I find it incredible that someone can assume that we should bend over backward to assist them after they have complained that our best is not good enough It is our best We cannot do better at this time or we would Most of our customers are satisfied with our services and appreciate our efforts, especially when we are the only company trying to assist them in the first place We understand our role and we have been doing this for over years Telling us that we suck and then telling us that they want to come back because we "suck less" than the alternative seems hollow and implies that you would leave again if given a better alternative That is certainly your right, but we also have the right to avoid providing service to people who do not appreciate our efforts Throwing Yelp (or other review sites) at us is meaningless as it represents less than 1/10th of percent of our customer base If you were one of our customers right now, you would be happy that we send customers away in order to preserve the best possible network for those who pay us for service Unlike larger companies (who do not choose to provide service in your area), we do not take customers just to make our numbers Our goal is and will always be to provide good service to those who can get it and can respect the fact that the Internet is not a right, but a privilege to use We will not take people's money just because they are willing to give it We want to earn what we collect and we appreciate those who appreciate what we do

Mr***:Your comments here say it all You decided after finding out that your options where you live are "worse" than Rock Solid and that you would "suck it up" and go back to Rock Solid it is not our intention to take money from people who do not like our service We do
our best to provide good service under technical limitations that are the reason that your options are limited in the first place Most of our over subscribers understand that and some even appreciate it We have no interest in taking payments from customers who do not like our service We could not give you the service that you wanted and you chose to go elsewhere It is your money and that is your right We will continue to do our best to not only deliver our services to the best of our ability but also to improve them as frequently and as much as possible In fact, we are currently testing new technology in your area with the expectation that those customers that are wanting faster service will be able to get it We have not announced it yet because we do not want to promise something and not have it turn out the way we intended or until we know just what it will actually do.We are more than happy to concede that we are not perfect Our goal is to be as good as we are capable of, and to be better whenever we can If we advise a customer that we cannot meet their needs and expectations, then we expect that customer to decide what they should do with their money If along the way, however, the customer is rude, abrasive, or attempts to use the Internet the we provide in a manner that is harmful to the overall level of service that we provide to all of our customers, then yes, we will deny service to that customer As the late MrSpock says, "The needs of the many outweigh the needs of the few."*** ***, ***Rock Solid Internet & Telephone

Our policy requires that the customer needs to bring the food back into our restaurant
The customer did not bring the food back in for our review***

Firstly, I had Rock Solid at my house and then I got service at my place of Business We never hid that it was at a business In fact when they came out to set us up the guy asked all kinds of questions about what we do, how long we have been here, and about becoming one of our customers We were being charged the same amount at the house and the office Over the last years our service has been getting worse and worse every day Sometime it would be or more days with no service When that happened, I would call and always get the response that our tower is being serviced and service should be up and running anytime now It never was Finally, I had it we had been without service and when we finally got it back it was so slow I did a speed test and was not getting even close to what I should be I called in and the girl I talked to said I was getting the right speeds and that she would put in a request for a Tier person to call me back A supervisor called me back and said "I am getting what I pay for" and "If I am not happy I should go someplace else" He also, told me that if I called in again and complained they would cancel my service Then to top it off he stated that I was a business location and that I need to start paying the business rate They drafted our bank account without permission Finally, I found a better service in our area and was ready to set them up I called Rock Solid to cancel my service After sitting on hold for minutes then when I got on a phone with a person I told him right away I wanted to cancel my service he said not a problem After putting me on hold at least times and making me wait he says he is unable to cancel my service that they would give me a call back when they had time I told him no I want to speak with a supervisor I finally got a supervisor, Alexandra, and she told me she could not help me and that someone will have to call me back when they have time I told her I wanted to speak with her supervisor and she said she doesn't have one After back and forth with this person, who was very rude the whole time and she kept trying to end the call, she said there was nothing she could do and she disconnected the call I called a different number and pressed got a person and asked to cancel my service he said he would have to connect me with someone else IT IS ALWAYS SOMEONE ELSE I got a guy named Felix I told him I want to cancel my service he said I have to email everything in, here is the catch SURPRISE MY INTERNET IS DOWN!!!!!!!!!!! So he puts me on hold and says his supervisor has already cancel my service This place has the worst customer service I have ever had in my life NO ONE WILL TAKE RESPONSIBILITY I do NOT recommend this place to anyone

This customer's service was terminated due to her attitude in speaking to our troubleshooting staff and management After escalating the call to our upper level technical support, we advised the customer that the problem was likely to be the router or some other device on her personal
network The customer was belligerent and vulgar to our staff including a taped conversation in which she referred to one of them as a *** *** At that point we advised the customer that she would be better served by a different internet provider.She attempted to contact one or more of our resellers who are not allowed by contract to sell to any customer who has been terminated from our service since it is the same service and would not resolve her perceived issue

Complaint: ***
I am rejecting this response because:
First of all I am not sure how you believe you attempted to resolve the issue, when I NEVER once spoke to a customer service representative and the decision was made to cancel me as a customer BEFORE I ever even spoke to a customer service representative to discuss my ongoing issues since MarchGiving a customer less than weeks to find a new service provider is not acceptableI was told that Rock Solid has an internal meeting and decided to cancel me as a customer, and this was BEFORE I ever talked with LoriThey also DID NOT provide me a refund or waive the service charge until after I made multiple complaintsThis tells me because I complained about the service being slow, they not meeting their speed commitments and charging me for the higher service plan when their antenna is not even capable of those speeds, this is WHY they decided to terminate me as a customerI told *** on the phone, that I was not asking for this large refund, I just wanted to remain a customer and have Rock Solid be accountable for the issues and responsiveI am shocked that it is okay for an Internet company to terminate a customer after not ever speaking to her on the phone or letting her have some options to explore to remedy the situationDecisions were made without a true customer service conversation taking placeI continue to ask to remain a customer, but want to be charged the correct amount per monthI have always been satisfied with the service before March, and was wanting to get back to that placeI understand there are limitations with the technology, as I am a CEO who heads up and provides consulting services to much larger companies than Rock Solid (Verizon, AT&T, Sprint, etc.)Please keep me as a customer, provide the refund as promised or give me the month of July to find another providerTO my knowledge there is only a limited number of options to get Internet here, and Rock Solid knows this, so they are blackmailing me essentially and holding me as hostage to give in to their poor customer services, not being accountable, and not honoring their pricing and service commitmentsMy only other option is Ethernet by AT&T priced at 1,500+ a month or a Satellite Internet service which is what I switched away from to move to *** ***By the way, *** *** was fabulous and always provided good customer support to this locationAlso, I have services with Rock Solid.
Regards,
*** ***

I was sitting at the table with my Young elementary age childrenThey were hesitant about eating the food, so I only got a buffet for myselfMy son asked me could he taste the chicken so he could decide if he wanted to eat the food or notThe cashier came and rudely told me to remove my son from the table and that he had to sit in the Back by the doorI told him that my small child was NOT about to sit anywhere without meHe then threatened to charge me for a whole buffet price cause I'm not allowed to let anyone taste something off of my plateTo which I responded, a Child always wants to taste stuffHe was rude and loud with me and made my baby daughter cry with his aggressiveness!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me
November 10, Re: Rock Solid,
To Whom It May Concern:
I *** ***, as requested am stating in this letter that I will settle with Rock Solid on the amount of $1,000.00, and that Rock Solid will come and take their tower down and pick up their phone equipment and in doing so will bring a $1,check made out *** ***
*** ** ***
Regards,
*** ***

Whom it may concernI am writing this letter in responce to complaint by [redacted] assigned ID number [redacted].Ms. [redacted] did order 2 combos valued at 17.61  Her husband picked up the order.  The cashier verified with him the order he was picking up before charging him $17.61.  He...

verified that he order pt of Gen Tso and pt of chk lo mein and 2 e.rs. at the time he picked up and payed for the food he did not state he ordered 2 combo meals.Ms [redacted] called later that evening stating that she had gotten the wrong order.  She was told to bring the food back and we would give her the right food that she ordered.  She then stated that she lived too far to come back.  We then told her to bring food back the next day as she said thats when she would be able to come back and we would replace the food or refund the money only if she bought the wrong food back.  She came the next day but she did not bring any food back. She stated that she forgot to bring it back.  We at that point refused to refund her any money because she did receive $17.61 worth of food.  We cannot refund money without the food as we do have customers who employ the tactic of trying to get free food doing the same actions as Ms [redacted].I hope you understand as a small business we have strict policies and procedures we follow.Manager: Travis H[redacted]

Whom it may concern
I am writing this letter in responce to complaint by [redacted] assigned ID number [redacted].
Ms. [redacted] did order 2 combos valued at 17.61  Her husband picked up the order.  The cashier verified with him the order he was picking up before charging him...

$17.61.  He verified that he order pt of Gen Tso and pt of chk lo mein and 2 e.rs. at the time he picked up and payed for the food he did not state he ordered 2 combo meals.Ms [redacted] called later that evening stating that she had gotten the wrong order.  She was told to bring the food back and we would give her the right food that she ordered.  She then stated that she lived too far to come back.  We then told her to bring food back the next day as she said thats when she would be able to come back and we would replace the food or refund the money only if she bought the wrong food back.  She came the next day but she did not bring any food back. She stated that she forgot to bring it back.  We at that point refused to refund her any money because she did receive $17.61 worth of food.  We cannot refund money without the food as we do have customers who employ the tactic of trying to get free food doing the same actions as Ms [redacted].
I hope you understand as a small business we have strict policies and procedures we follow.
Manager: Travis H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Mr. [redacted] has still not addressed...1. Why they tell customers they can provide 15 MBPS (with good signal strength, which we had; as stated by the RSI tech) when they knew the tower didn't support.2. Why they have the customer sign a document stating that we have to pay $100 to reactivate service after canceling when he doesn't intend on doing so.The facts are that we signed up with RSI with the 6 MBPS package while being informed that the signal is good and could upgrade.  Next we decided to take that option of upgrading with a phone call.  Once RSI finally returned the call I was encouraged to cancel.RSI is not the only SMALL company in town.Mr. [redacted], this has less to do with the fact that you were only able to provide 6 MBPS, and more to do with your attitude when we asked for something your company told us was possible, in fact, very possible.  You are upset that we called and asked for, then cancelled when your staff encouraged us to, and then asked to re-sign as your staff said we could.  It is sad because we would have been happy with your service at 6 MBPS.  Your marketing and uninformed staff caused this situation.  I should have had you sign a paper that said YOU would re-sign us if we paid the $100.Again, we are using 6 MBPS now and everything is fine.  You could have had a happy customer if you had explained the real situation and re-signed us.
Regards,
[redacted]