Concept Communication Corporation

Complaint: [redacted] I am rejecting this response because: My husband and I have been with this company for many years since they have the Monopoly on internet and cable in our small areaThroughout said years, (we did shortly leave their services but returned) we have had minor issues with receiving the channels and internets speeds-package, we paid for....Until a few years ago when the old receptionist Sandi and previous office manager Doris, left Concept CableShortly after the transition, we noticed more internet lag, channels not working properly etcWhenever we notice internet or cable issues we give them at least a couple of days to fix it before we let them knowMost of the time they are unaware of the situationWe repeatedly informed them about certain channels that were not working properly and are still waiting on some of them to work, ExSci Fi in HD is still not working properly as of now....We have asked them why and they always have an excuse that some other server is down, we didn't know, etcI am not sorry for wanting services that we are paying for, as you state in your reply it is a difficult economyCustomers should receive, within a reasonable amount of time, the services being spent with their hard earned money or have their bill prorated "Customer in question came into our office to pay a bill and mentioned that several channels were off the air and had been for at least a month, not two weeks as stated." ---- I did call and inform Angie, the receptionist, in March that the channels were outAngie was not aware of it at that time "I informed the customer that we were aware of the channel problems and informed her that they had only been off only a week due to power surges damaging equipment from a stormI was in the process of boxing up the equipment to send it off for repair when the customer was in our office The customer was demanding a refund for the missing channels."------ I DID NOT DEMAND Anything I asked them if they could pro-rate our bill for the services (channels at that time, not to mention low internet speeds, less than 1/of what we pay for that had not been working for weeks) not being rendered, I did not demand anythingI suggested to Angie that she let the higher ups know that there are customers that are not happy with their services "and I refused to issue a refund at that timeThe customer was clearly angry with me about it and I informed her that we had just received damage to over $30,worth of equipment and had to pay for it out of pocket and refunding her less than a dollar for the missing channels was pointlessThe customer stated that she did not care how much it cost us, she was not getting good service and demanded compensationAfter that the customer refused to talk to me and would only talk to my office worker."----- I think whomever wrote part of this response dealt with my husband and not meI have never demanded anything I have asked for my bill to be prorated " Federal Government has guidlines for refunds and individual channels are not included, just levels of service such as complete loss of cable or internet servicesThe statute reads; For any complete loss of service totalling hours or more in a hour period, refunds must be appliedSince we carry multiple levels of service within a framework of over channels it is difficult at best to calculate individual service cost breakdowns, as they are embeded in bulk service purchases.We try hard to deliver quality service to our customers and do issue refunds when problems exist buttom the overall attitude of the customers does have a direct relationship to our willingness to accept a loss make them happyLess than half of the damaged equipment has been repaired and returned to us to date, all out of pocket."---- "the overall attitude of the customers does have a direct relationship to our willingness to accept a loss make them happy."----- So, if anybody paying for services from Concept Cable and is having repeat problems with the service and we ask about it, depending on whom is in the office at the time, the day they've had at work, sleep, and the overall customers attitude, polite, kind, good or bad, YOU ,CONCEPT CABLE, gets to decide, make the judgment who in your opinion has an overall good or bad attitude and is the BIG deciding factor if whether or not one will get compensation, even if it is due them? As for the "Charge for a cable box I didn't have" was a mistake by our office personelThe $per month charge was a legitimate charge for a static IP address subscribed to by the customer for devices in the home through our internetIn our old billing system the static IP charge is coded the same as the additional converter box line item which was our fault for not explaining this correctlyThe customer did however, receive some compensation although none shouold have been given , and certainly more than the $stated---- my husband did demand a refund for the charges for the cable box we never hadEven they admit was a mistake not of my households doing, but one made by THEIR office personnel as they wrote in their reply, "As for the Charge for a cable box they didn't have was a mistake by our office personnel." -----Why was there such an issue with getting a refund on the box due us? Why is holding your business accountable a bad thing? I feel that you just want your customers money and no questions askedI do not appreciate Concept Cables attempt to make me feel guilty for me not being happy with their lack of services and telling them on multiple times about problems, then informing you, the Revdex.comWhy should it be my problem that they are having to pay for expenses to run their business, out of their own pocketI am not a heartless person, but it's your business not minewhy should I have to settle for bad services due to something you make money off of? Cost increases totalling almost $per month did occur and were spread across our two basic channel packages to cover the onerous Retransmission Consent fees charged by the networks and their affiliates to carry the local broadcast signalsWe do not control this and always try to negotiate the best deal possible but still had 300% increases from local stations We sent out a letter prior to the changes to ALL our customers explaining this in great detailApparently some do not read their mail, or do not understand what is happeningTo give you a better example (we are not allowed to discuss which networks by contract) one Spokane, WA network affiliate now must pay the network itself $22,000,per year just to keep their network logo and programmingClearly it is going to trickle down to us and then the consumerWe used to get the locals for FREEWe do not like it any more than anyone else.---- So, customers have been charged an additional $on their bill, for the last two months for this service, even though it was not up and running as they explained to me, due to the equipment not arriving on time, but they still charged their customers for the servicesI pointed this out when I asked for my bill to be prorated for the last months when I spoke to Angie when I went in to pay our bill on April 1st Calling us "shadey (sic)" comes from someone who clearly lacks the information and knowledge of what is happening to our industry and small businesses from giant corporate raidersWe no more control this than the customer.---- Are you are nicely calling me stupid ? As written by you, "someone who clearly lacks the information and knowledge of what is happening to our industry and small businesses from giant corporate raidersWe no more control this than the customer." ---We work hard and live pay check to pay check and are VERY AWARE of our economyOther than then receiving the services we pay for, why should your business problems effect me, a paying customer? That is shadey , or not on the level business dealings to me The customer has since dropped our service to go with a multinational conglomerate that removes the money from our small business and our community and contributes nothing to our fragile local economyUnfortunatley we see this more and more as Americans become increasingly self centered and demandingThe days of understanding and working together are long gone and everyone pays the price for the few---- As of April 21st, we will no longer have dealings with Concept Cable and the unsatisfactory lack of service we have been receiving from themConcept Cable does not have the right to judge, guilt trip or attempt to belittle me for choices in services, local or non, corporate or not, whether they contribute to our local economy or notConcept Cable is making themselves out to be the victim due to their choice of location, small business, expenses', etc., every excuse in the book, not taking responsibility for their poor service and attitude towards paying customers, customers being victimizedConcept Cable, your words state that your business feels that I am among the increasingly self centered and demanding person(s), as written in your reply"Americans become increasingly self centered and demanding"It's nice to know how a business truly feels about their paying customersThank you for letting me knowBottom line is that we have always paid our bill on time, been good customers, we-the customer, should not be expected to pay for services we haven't and are NOT receiving Sincerely, [redacted]

Customer in question came into our office to pay a bill and mentioned that several channels were off the air and had been for at least a month, not two weeks as stated. I informed the customer that we were aware of the channel problems and informed her that they had only been off only a week due to...

power surges damaging equipment from a storm. I was in the process of boxing up the equipment to send it off for repair when the customer was in our office. The customer was demanding a refund for the missing channels and I refused to issue a refund at that time. The customer was clearly angry with me about it and I informed her that we had just received damage to over $30,000.00 worth of equipment and had to pay for it out of pocket and refunding her less than a dollar for the missing channels was pointless. The customer stated that she did not care how much it cost us, she was not getting good service and demanded compensation. After that the customer refused to talk to me and would only talk to my office worker.
The Federal Government has guidlines for refunds and individual channels are not included, just levels of service such as complete loss of cable or internet services. The statute reads; For any complete loss of service totalling 24 hours or more in a 72 hour period, refunds must be applied. Since we carry multiple levels of service within a framework of over 250 channels it is difficult at best to calculate individual service cost breakdowns, as they are embeded in bulk service purchases.
We try hard to deliver quality service to our customers and do issue refunds when problems exist but the overall attitude of the customers does have a direct relationship to our willingness to accept a loss to make them happy. Less than half of the damaged equipment has been repaired and returned to us to date, all out of pocket.
As for the "Charge for a cable box I didn't have" was a mistake by our office personel. The $5.00 per month charge was a legitimate charge for a static IP address subscribed to by the customer for devices in the home through our internet. In our old billing system the static IP charge is coded the same as the additional converter box line item which was our fault for not explaining this correctly. The customer did however, receive some compensation although none shouold have been given , and certainly more than the $19.00 stated.
Cost increases totalling almost $10.00 per month did occur and were spread across our two basic channel packages to cover the onerous Retransmission Consent fees charged by the networks and their affiliates to carry the local broadcast signals. We do not control this and always try to negotiate the best deal possible but still had 300% increases from local stations.  We sent out a letter prior to the changes to ALL our customers explaining this in great detail. Apparently some do not read their mail, or do not understand what is happening. To give you a better example (we are not allowed to discuss which networks by contract) one Spokane, WA network affiliate now must pay the network itself $22,000,000.00 per year just to keep their network logo and programming. Clearly it is going to trickle down to us and then the consumer. We used to get the locals for FREE. We do not like it any more than anyone else.
Calling us "shadey (sic)" comes from someone who clearly lacks the information and knowledge of what is happening to our industry and small businesses from giant corporate raiders. We no more control this than the customer.
The customer has since  dropped our service to go with a multinational conglomerate that removes the money from our small business and our community and contributes nothing to our fragile local economy. Unfortunatley we see this more and more as Americans become increasingly self centered and demanding. The days of understanding and working together are long gone and everyone pays the price for the few.

Complaint: [redacted]I am rejecting this response because: My husband and I have been with this company for many years since they have the Monopoly on internet and cable in our small area. Throughout said years, (we did shortly leave their services but returned) we have had minor issues with receiving the channels and internets speeds-package, we paid for....Until a few years ago when the old receptionist Sandi and previous office manager Doris, left Concept Cable. Shortly after the transition, we noticed more internet lag, channels not working properly etc. Whenever we notice internet or cable issues we give them at least a couple of days to fix it before we let them know. Most of the time they are unaware of the situation. We repeatedly informed them about certain channels that were not working properly and are still waiting on some of them to work, Ex. Sci Fi in HD is still not working properly as of now....We have asked them why and they always have an excuse that some other server is down, we didn't know, etc. I am not sorry for wanting services that we are paying for, as you state in your reply it is a difficult economy. Customers should receive, within a reasonable amount of time, the services being spent with their hard earned money or have their bill prorated.
"Customer in question came into our office to pay a bill and mentioned that several channels were off the air and had been for at least a month, not two weeks as stated." ----
I did call and inform Angie, the receptionist,  in March that the channels were out. Angie was not aware of it at that time.
"I informed the customer that we were aware of the channel problems and informed her that they had only been off only a week due to power surges damaging equipment from a storm. I was in the process of boxing up the equipment to send it off for repair when the customer was in our office.  The customer was demanding a refund for the missing channels."------
 I DID NOT DEMAND Anything.  I asked them if they could pro-rate our bill for the services (18 channels at that time, not to mention low internet speeds, less than 1/2 of what we pay for that had not been working for weeks) not being rendered, I did not demand anything. I suggested to Angie that she let the higher ups know that there are customers that are not happy with their services. 
"and I refused to issue a refund at that time. The customer was clearly angry with me about it and I informed her that we had just received damage to over $30,000.00 worth of equipment and had to pay for it out of pocket and refunding her less than a dollar for the missing channels was pointless. The customer stated that she did not care how much it cost us, she was not getting good service and demanded compensation. After that the customer refused to talk to me and would only talk to my office worker."-----
I think whomever wrote part of this response dealt with my husband and not me. I have never demanded anything . I have asked for my bill to be prorated.
" Federal Government has guidlines for refunds and individual channels are not included, just levels of service such as complete loss of cable or internet services. The statute reads; For any complete loss of service totalling 24 hours or more in a 72 hour period, refunds must be applied. Since we carry multiple levels of service within a framework of over 250 channels it is difficult at best to calculate individual service cost breakdowns, as they are embeded in bulk service purchases.We try hard to deliver quality service to our customers and do issue refunds when problems exist buttom the overall attitude of the customers does have a direct relationship to our willingness to accept a loss make them happy. Less than half of the damaged equipment has been repaired and returned to us to date, all out of pocket."----
"the overall attitude of the customers does have a direct relationship to our willingness to accept a loss make them happy."-----
So, if anybody paying for services from Concept Cable and is having repeat problems with the service and we ask about it, depending on whom is in the office at the time, the day they've had at work, sleep, and the  overall customers attitude, polite, kind, good or bad,  YOU ,CONCEPT CABLE, gets to decide, make the judgment who in your opinion has an overall good or bad attitude and is the BIG deciding factor if whether or not one will get compensation, even if it is due them?
As for the "Charge for a cable box I didn't have" was a mistake by our office personel. The $5.00 per month charge was a legitimate charge for a static IP address subscribed to by the customer for devices in the home through our internet. In our old billing system the static IP charge is coded the same as the additional converter box line item which was our fault for not explaining this correctly. The customer did however, receive some compensation although none shouold have been given , and certainly more than the $19.00 stated. ----
 my husband did demand a refund for the charges for the cable box we never had. Even they admit was a mistake not of my households doing, but one made by THEIR office personnel as they wrote in their reply, "As for the Charge for a cable box they didn't have was a mistake by our office personnel." -----Why was there such an issue with getting a refund on the box due us? Why is holding your business accountable a bad thing? I feel that you just want your customers money and no questions asked. I do not appreciate Concept Cables attempt to make me feel guilty for me not being happy with their lack of services and telling them on multiple times about problems, then informing you, the Revdex.com. Why should it be my problem that they are having to pay for expenses to run their business, out of their own pocket. I am not a heartless person, but it's your business not mine. why should I have to settle for bad services due to something you make money off of?
Cost increases totalling almost $10.00 per month did occur and were spread across our two basic channel packages to cover the onerous Retransmission Consent fees charged by the networks and their affiliates to carry the local broadcast signals. We do not control this and always try to negotiate the best deal possible but still had 300% increases from local stations.  We sent out a letter prior to the changes to ALL our customers explaining this in great detail. Apparently some do not read their mail, or do not understand what is happening. To give you a better example (we are not allowed to discuss which networks by contract) one Spokane, WA network affiliate now must pay the network itself $22,000,000.00 per year just to keep their network logo and programming. Clearly it is going to trickle down to us and then the consumer. We used to get the locals for FREE. We do not like it any more than anyone else.----
So, customers have been charged an additional $10.00 on their bill, for the last two months for this service, even though it was not up and running as they explained to me, due to the equipment not arriving on time, but they still charged their customers for the services. I pointed this out when I asked for my bill to be prorated for the last 2 months when I spoke to Angie when I went in to pay our bill on April 1st. 
Calling us "shadey (sic)" comes from someone who clearly lacks the information and knowledge of what is happening to our industry and small businesses from giant corporate raiders. We no more control this than the customer.----
Are you are nicely calling  me  stupid ? As written by you, "someone who clearly lacks the information and knowledge of what is happening to our industry and small businesses from giant corporate raiders. We no more control this than the customer." ---We work hard and live pay check to pay check and are VERY AWARE of our economy. Other than then receiving the services we pay for, why should your business problems effect me, a paying customer? That is shadey , or not on the level business dealings to me.
The customer has since  dropped our service to go with a multinational conglomerate that removes the money from our small business and our community and contributes nothing to our fragile local economy. Unfortunatley we see this more and more as Americans become increasingly self centered and demanding. The days of understanding and working together are long gone and everyone pays the price for the few. ----
As of April 21st, we will no longer have  dealings with Concept Cable and the unsatisfactory lack of  service we have been receiving from them. Concept Cable does not have the right to judge, guilt trip or attempt to belittle me for choices in services, local or non, corporate or not, whether they contribute to our local economy or not. Concept Cable is making themselves out to be the victim due to their choice of location, small business,  expenses', etc., every excuse in the book,  not taking responsibility for their poor service and attitude towards paying customers, customers being victimized. Concept Cable, your words state that your business feels that I am among the  increasingly self centered and demanding person(s), as written in your reply. "Americans become increasingly self centered and demanding". It's nice to know how a business truly feels about their paying customers. Thank you for letting me know. Bottom line is that we have always paid our bill on time, been good customers,  we-the customer,  should not be expected to pay for services we haven't and are NOT receiving. 
Sincerely, [redacted]

I have called and talked to the extremely unprofessional staff at this company three separate times. Each time I have asked to see if they can set up a internet connection to my home. First they told me they'd have a technician call me back, which never did. The second time, I left an email and message to have them please call me and got no response, the final and third time, they got all my information and even personal information and said they would call me back and get the internet connection service connection started. They never called me back, they never emailed me and they never even gave me a courtesy call to let me know that they could not set up internet in my area because its too rural. I think they are a horrible company, inconsistent and bad at customer service. Their reps sound like teenagers who haven't a clue as to what they are doing. I would not go with them, choose a different provider if youre in the Newport area.