Digital Reflection Panel

Tell us why h [redacted] received his meter in April and installed it on April 28th He contacted us on July 3rd indicating that he had a problem with his PC that he thought was related to the meter Member services attempted multiple times on July 3rd and over the next few days to contact *** to assist in trouble shooting the problem he emailed about [redacted] did not respond to our telephone calls or emails In our email communications we asked [redacted] to contact us prior to sending the PC out for repair If [redacted] had contacted us we could have explained to him that the meter could not harm his PC hardware or software although in some household configurations it can slow internet speed In cases of internet slowness, we ask the panelist to unplug the meter to see if the issue is resolved and if so, provide the panelist the option to continue participating with the understanding that internet speed may be slower; participation is always voluntary The meter that we sent [redacted] is a meter that collects information on websites visited by a device, such as a PC, when the device is connected to the internet through the home’s wireless router The meter is attached to the home’s router and is not connected to any device Issues related to internet speed caused by the meter are typically immediate- soon after installing the meter [redacted] did not report any issues with his meter from the time of installation in late April until early July Our communication to follwith [redacted] is noted below;The panelist emailed us July 3rd stating, “meter caused pc to crash went to get it fix cost me dollars to repair teck said do not put the meter on again I would like to get my money for the cost of the repair thank you [redacted] We attempted to reach the panelist via telephone twice on July 3rd and once by email on July 3rdWe did not receive a response from ***On July 5th we emailed and asked the panelist again to contact usJuly 5th the panelist called and said he wanted to unsubscribe from the panel Panel participation is always voluntary and we resigned [redacted] from the panel on July 5thThank you

Complaint: [redacted] I am rejecting this response because: TThey chose to close certain accounts and therefore we should not lose out on the money we accquiredThey got the information for whatever months we received credit into our accountsThe company can go into the system and pay out the amount that the closed accounts are dueThey wrote the system therefore they can go into the system and make changesI understand if I closed the account I should lose the credit in my accountI did not close it they didThey are getting information they need for their company free of charge from usUnfair.? Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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: when the tech removed he meter he said that caused the problem lost all information pictures ect took over hours to fix I want my money foe this Regards, [redacted] ***

We have reviewed the account for this panelist? The panelist was a member of the panel from September 27, ? Panel membership requires the panelist to keep the meter plugged in and complete monthly reporting, termed Device UdpateIn addition the panelists are required to download a certificate on specific devices? We asked this panelist for a few months to put the certificate on an iPhone owned by the household? ? An email was sent noting his household would be resigned if the certificate was not loaded? The household was given a few days and our support team was available if there were questions? The panelist did not attempt to load the certificate or contact the team in response to the email sent.In total during panel membership this panelist earned $in rewards? The panelist has redeemed $of the $reward dollars? Our panelists are aware that rewards are redeemed in $increments? The panelist does not have $remaining in his account? Thank you

We have reviewed the communications of our team with this panelistAll of our documentation notes the meter must remain plugged in for rewards to be earned and redeemedI have reviewed all aspects of this household and perhaps they were confused by some of the communicationsWe are a legitimate organization and are concerned for our panelists therefore we will issue this panelist a $ [redacted] so the panelist will see we are legitimate and concerned for herThe panelist will remain resigned and will not receive any additional incentive from Digital Reflection Panel.?

We have reviewed the account for this panelist The panelist was a member of the panel from September 27, Panel membership requires the panelist to keep the meter plugged in and complete monthly reporting, termed Device UdpateIn addition the panelists are required to download a certificate on specific devices We asked this panelist for a few months to put the certificate on an iPhone owned by the household An email was sent noting his household would be resigned if the certificate was not loaded The household was given a few days and our support team was available if there were questions The panelist did not attempt to load the certificate or contact the team in response to the email sent.In total during panel membership this panelist earned $in rewards The panelist has redeemed $of the $reward dollars Our panelists are aware that rewards are redeemed in $increments The panelist does not have $remaining in his account Thank you

We reviewed the information [redacted] provided She did inform us of her move in early April We attempted to contact her to find out where she was moving to as we have different procedures depending on the location of the move We did not receive a reply and therefore [redacted] was not put on a leave of absence for her moveIn addition we tried to reach [redacted] via email and telephone when her meter was unplugged but she was not available We did email [redacted] the day prior to resigning her informing her she would be resigned and all rewards would be forfeited She responded to that email a day after it was received and she has already been resigned Wewould like to reward her some incentive for her membership We cannot redeem to a [redacted] account once a panelist is resigned We would like to issue a $gift card to [redacted] however we need her to provide her snail mail address The gift card will take 3-weeks to arrive Please email us the snail mail address as the one on record is her previous home and the gift card will be issuedThank you

We reviewed the information [redacted] provided? She did inform us of her move in early April? We attempted to contact her to find out where she was moving to as we have different procedures depending on the location of the move? We did not receive a reply and therefore [redacted] was not put on a leave of absence for her moveIn addition we tried to reach [redacted] via email and telephone when her meter was unplugged but she was not available? We did email [redacted] the day prior to resigning her informing her she would be resigned and all rewards would be forfeited? She responded to that email a day after it was received and she has already been resigned? Wewould like to reward her some incentive for her membership? We cannot redeem to a [redacted] account once a panelist is resigned? We would like to issue a $gift card to [redacted] however we need her to provide her snail mail address? The gift card will take 3-weeks to arrive? Please email us the snail mail address as the one on record is her previous home and the gift card will be issuedThank you

Thank? you for requesting an explanation? [redacted] is a member of the Digital Reflection Panel? The Panel? does not provide service upgrades? The incentive information is noted below for your reference? This is the documentation? provided in the FAQs and when the panelist is completing? the join form? [redacted] has earned $incentive for installing the meter and $monthly reward for being active and plugged in his first month? He completed the Device Update on December 1st for which he will receive a payment to his account of $? All our documentation? states the incentive for the Device Update will take up to business days, in [redacted] 's case that is December 21st? When the incentive account has a $balance rewards can be redeemed? I have provided the FAQ information on the redemption? balance for you[redacted] will receive the $for the Device Update completion prior to December 21st and can then redeem as his balance will be $55.00.You earn reward dollars for: Installing your internet meterYou earn EXTRA Speed Bonus Reward Dollars for installing the internet meter within days of receiving itKeeping the internet meter plugged in all the time ?" Earn reward dollars for each month your internet meter is plugged inCompleting Device Updates & Registering your qualified devicesnote o Your first Device Update occurs a month to seven weeks after you install your internet meterThen we ask you to complete a Device Update each month for new devices we see being reported by your meter Completing occasional surveysThe documentation on redemption? balance is , ? You can cash in your reward earnings for an item in the Rewards Catalog when your reward balance is $or moreYou can accumulate more prior to redeemingIt’s up to youReward dollars in your account have no redeemable or actual value if less than the $redemption minimum?

Thank you for requesting an explanation [redacted] is a member of the Digital Reflection Panel The Panel does not provide service upgrades The incentive information is noted below for your reference This is the documentation provided in the FAQs and when the panelist is completing the join form [redacted] has earned $incentive for installing the meter and $monthly reward for being active and plugged in his first month He completed the Device Update on December 1st for which he will receive a payment to his account of $ All our documentation states the incentive for the Device Update will take up to business days, in [redacted] 's case that is December 21st When the incentive account has a $balance rewards can be redeemed I have provided the FAQ information on the redemption balance for you[redacted] will receive the $for the Device Update completion prior to December 21st and can then redeem as his balance will be $55.00.You earn reward dollars for: Installing your internet meterYou earn EXTRA Speed Bonus Reward Dollars for installing the internet meter within days of receiving itKeeping the internet meter plugged in all the time – Earn reward dollars for each month your internet meter is plugged inCompleting Device Updates & Registering your qualified devicesnote o Your first Device Update occurs a month to seven weeks after you install your internet meterThen we ask you to complete a Device Update each month for new devices we see being reported by your meter Completing occasional surveysThe documentation on redemption balance is , You can cash in your reward earnings for an item in the Rewards Catalog when your reward balance is $or moreYou can accumulate more prior to redeemingIt’s up to youReward dollars in your account have no redeemable or actual value if less than the $redemption minimum

We appreciate ***'s participation in the Digital Reflection Panel? [redacted] was able to redeem $in rewards during her membership on the panel? Our FAQs, which are available on the member portal, and I attached for reference note that rewards under $are not redeemable? Please refer to question number of page of the attached documentation? We are not able to send out a second meter? We do not send second meters to any households at this time? In addition our technical review has indicated the internet slowness problem is probably not related to the meter but caused by a combination of things including but not limited to the ISP, devices using the wireless network ISP and perhaps the meter? ? Thank you for your interest in Digital Reflection Panel

We understand [redacted] does not agree with the comments we provided Unfortunately we cannot change our policy for one panelistThe FAQ information has been attached for reference on the meter activity information In addition [redacted] has sent some unprofessional communications to our Customer Service team It would be in everyone's best interest that we resign [redacted] from the panel Thank you

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is NOT satisfactory to me, but obviously I have no other recourse.I did NOT at any time unplug the meterThere were issues with my ISP and I was without internet for two times during my enrollment with this programThis only lasted 2-days each time and these times were NOT due to my negligenceThis last time, it was this company's equipment that malfunctioned, not any issue with my ISP, so NOT my fault or my ISP's faultI would give this company a thumbs down if asked for a rating Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] 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]

We appreciate [redacted] participation in Digital Reflection Panel? When a panelist joins the panel and in our FAQ documentation it ? clearly state a panelists is required to keep the meter plugged in 90% of the time to receive the monthly meter incentive? I have reviewed the documentation on [redacted] account, the meter was unplugged three full days in August before we received any contact from [redacted] about a problem with a device on August 23rd ? If there was a problem surfing the net since [redacted] joined the panel we were not made aware of that persistent problem? Unfortunately we are not able to provide incentive for August monthly meter activity because the meter was unplugged 84% of the month of August and the requirement is 90% of the month?

We appreciate [redacted] efforts in Digital Reflection. We understand that these cuts are a disappointment to our panelists as they are to usWe have added $to her account so there is now a total of $50 that she can now redeem. Our team is contacting her this evening, November 8th to redeem the $in rewards. The account can be opened for the redemption only for a very short time therefore we would like [redacted] to redeem today.

We appreciate the contributions [redacted] has made to our panel When a meter stops working we have a workflow which sends automatic emails three times In addition we occasionally attempt to reach panelists by telephone The meter functionality is effected by many devices as well as the internet service provider and troubleshooting problems with the mete are difficult we do not ship new meters to homes July 8th we emailed [redacted] and explained that her account was opened and ask her to complete her July Update She completed the July monthly update on July 11th She will receive payment for the update on July 14th We will keep her account open until July 16th so that she has time to redeem the final $from her accountShe will be resigned from the Panel July 17th Thank you

First, I apologize if any communication from our team were interpreted as offensive in any way. I can assure you our team is professional when managing panelists and we apologize if they were not interpreted as such. The Digital Reflection Panel requires that a panelist plug in an
internet meter and keep the meter plugged in 90% of the days of each month. The panelist needs to have an internet router to connect the meter in order for the meter to be plugged in. If the meter is unplugged they receive emails after two and three days to remind them to plug in. In addition, 13-days of a meter not plugged in, panelists are called to see if we can assist the panelist and get the meter plugged in. Once the meter is unplugged for 17-days we again email the panelist and then alert them they will be resigned from the panel. *** *** meter stopped working on February 1st. On February 20th we received an email that the panelist was moving. We reached out via telephone and email on two occasions and on Mach 1st we learned the panelist was moving March 15th and that is why the meter was unplugged. We had some additional information (address, internet service provider) about the move that we emailed and asked of the panelist. We emailed and called about times to try to obtain the necessary moving information from the panelist. March 29th the panelist asked if the meter was working and we called that day to attempt to assist the panelist and inform them the meter was not plugged in and we would like to help troubleshoot the problem and left a voice message. We attempted to reach the panelist times via email and telephone through April 5th to see if we could assist with the meter. April 6th we received an email from the panelist asking if the meter was working and we were told the wireless had been connected. The meter was not working and we contacted again through email and telephone multiple times to attempt to reach the panelist to assist with the meter. After multiple attempts the panelist emailed us on April 19h information so we could reach out to technical support. We would have preferred some over the telephone troubleshooting however we were not able to. Our technical team was reviewing the documentation received and on June 8th we emailed the panelist that the technical review was complete. We told the panelist, “Unfortunately the technical team was not able to resolve the problemThe meter being plugged in is a requirement of panel membershipOur only solution is to resign you from the panelWe appreciate your interest and regret losing you as a valued member of our panel. We will be resigning your household from the Digital Reflection Panel by start of business tomorrowPlease note that you will no longer be able to log in to the panelist portal after we resign you and you will forfeit all rewards in your rewards accountAmounts under $have no redeemable value.” We received an email from the panelist on June 8th that stated ” I believe your meter died , possible due to bugsThe light went out and it diedIt is not my equipment nor is not my internet company.” Please note our FAQs and all reward documentation notes rewards under $have no redeemable value. We resigned the panelist due to technical problem with the meter. Thank you

Complaint: ***
I am rejecting this response because:
There was no reason given as to why this company forced me to "resign" from their panelI did NOT voluntarily submit any sort of resignationThis company told me they were resigning meI want an explanation on that
Regards,
*** ***