FASTV

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
FASTV representative called and we jointly completed the speed test multiple timesMy internet speed is well over 12Mbps and in the last test connecting the laptop was 13.4MbpsFASTV representative acknowledged the fact and mentioned that the technical support person would give me a call otherwise they will send me the new set top boxThe week already has lapsed and no call from them or new box has not arrivedThe comment about slow speed to Revdex.com is something that was pulled as a canned answer without the facts whatsoever
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Horrible, horrible customer service! The manager is never there when you need him. That goes on for days. Funny thing is we had frozen picture issue they told us to buy new box.
After I paid for the new box I never received, first box was lost by UPS, Then I was told will get new one and guess what ? NOTHING !
Tonight I call again and Guy ( MONTENEGRO ) Told me that I am not reasonable person ! I am reasonable but now is close to one month since I order box and of course pay for, they cash payment right away and after 15-20 calls I am not reasonable person. If you can , try to stay away from FASTV

Dc

Dear [redacted], First of all I would like to apologize for the issues you are experiencing with our service, based on the information you provided and the logs it seems that you are experiencing slow internet speeds and this is the...

result of the service interrupting. In order for FASTV to work properly we require at least 2 Mbit/sec speed so If you can please do a speed test and let us know the results. I am available daily from 4 PM to 12 AM Eastern Time to answer any questions you might have please contact us at 1-8**-*39-8911 and ask for Muki. We will do everything possible to resolve your issue rest assure but as it seems the HD Receiver you have is working and in good condition the only issue is the internet speed. Best Regards, FASTV Resolution Department Sent on: 1/*/201* 1:22:09 PM Sent by: [redacted]

Review: For over 6 months trying to resolve FASTV service issue. Every time I would call their inexperienced customer service tells me to unplug the set-top box from the wall internet etc. wait for 10, 15, 30 minutes and replug it and the problem should go away, and the service should be reestablished. Well it does not. For the past 5 days I spoke to at least 5 people directing me to do the same over and over without positive result not to mention hours of waiting time. My service is prepaid for a year so my hands are tied. I tried to reach the customer service manager but the customer service person told me that he (Samir) is very busy and that we will not be able to get hold of him.

So the issue is dead in the water. I still do not have TV service, they took my money, nor they want to resolve and reastablish the service.Desired Settlement: Reestablish the service. Make necessary repairs to equipment and or provide credit for the service that I was not able to use in the past 6-7 months. FASTV has a logs of all my calls and all my connections to their service. They would be able to see that no single session of their service was longer than 20 minutes at the time due to faulty service or equipment.

Business

Response:

Dear [redacted], First of all I would like to apologize for the issues you are experiencing with our service, based on the information you provided and the logs it seems that you are experiencing slow internet speeds and this is the result of the service interrupting. In order for FASTV to work properly we require at least 2 Mbit/sec speed so If you can please do a speed test and let us know the results. I am available daily from 4 PM to 12 AM Eastern Time to answer any questions you might have please contact us at 1-8**-*39-8911 and ask for Muki. We will do everything possible to resolve your issue rest assure but as it seems the HD Receiver you have is working and in good condition the only issue is the internet speed. Best Regards, FASTV Resolution Department Sent on: 1/*/201* 1:22:09 PM Sent by: [redacted]

Consumer

Response:

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:

FASTV representative called and we jointly completed the speed test multiple times. My internet speed is well over 12Mbps and in the last test connecting the laptop was 13.4Mbps. FASTV representative acknowledged the fact and mentioned that the technical support person would give me a call otherwise they will send me the new set top box. The week already has lapsed and no call from them or new box has not arrived. The comment about slow speed to Revdex.com is something that was pulled as a canned answer without the facts whatsoever.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize again for the issue that the customer is facing but either the customer has misunderstood our representative or is denying the fact that customer was requested to return equipment to our company and than we will ship them a replacement after we have received it. Today on 01/** the customer spoke to our manager Edin and said they will ship back the box and once we receive it we will send it back.Thank you,Dren D[redacted]

Review: We have been a customer of FasTV for just under a year. And while we are Canadian citizens, we have many American friends who are also customers of FasTV. The problem, for all of us, stems from the customer service that FasTV doesn't offer.

The have hung up on us multiple times. left online chats, overcharged our credit cards, have not refunded money, provided poor service that we had paid for, sent us faulty equipment, etc.

FasTV is an internet television service that emits channels from the former Yugoslavia. As we like to keep in touch with back home, we love watching the channels to keep up on news and events. FasTV makes this impossible as they continually slow down the programs, completely cut them out and many other things. We have witnessed this as all of our friends and family who are their customers have the same problem yet customers of other companies do not. They have also sent us faulty remotes where there is a delay of about 30 seconds between pressing the button and the television changing stations or volume. When customer service was contacted, they simply told us to "change the battery". Once we explained that the batteries inside the remote control were new, they simply hung up.

Once we started having problems with the channels we had called to get our money back. We only wanted what was owed to us, not money back for the time that we were able to watch TV. They proceeded ti hang up many times, call us many different names, not excluding; [redacted] raghead, it, [redacted] it, and many that are hard to translate.

The reason as to why we have not left the company and continue to deal with their attitude is that we paid for one year in advance and they have done nothing but not try to meet in the middle regarding our issues. We have asked to speak to managers multiple times, but we were never able to as it seems that managers do not exist. We always seem to talk (if they answer the phone and don't hang up on us right away) to the same couple of women

The problems with FasTV are simply not stopping.Desired Settlement: Although I would desire my money back for putting up with the incredibly disservice that FasTV has done to me and my family, I have three months left of the money that was paid to them. I don't want to pay for something and not use it. So I've put up with terrible television service and even worse customer service. I just want them to realize that they can't get away with this type of behavior any more.

Review: We purchased a cable satelite service from FasTV, we placed an order with the company, once we received the product, we had connection issues and returned the product after making several calls with no technician available to assist. The product was returned after 3 days of delivery to us, the company received the product back on 01/**/16, we followed up with over 15 calls now to have the refund submitted. They are refusing to refund any money to us, the company operates out of NY providing services in Serbian. Every time we have called, they refer us to call at later time when "the manager" is there, we are told to call after 4 PM EST as the manager does not work during business hours. I have followed up with numerous calls after that, and I am continually being told that the manager has not arrived yet, or to call 2 hours later as he is in a meeting, I would call after 2 hours, they would simply tell me that he has left or never made it there that day. I have offered that the refund issue is addressed with the sales rep as they are able to relay the message to the manager, I have offered my email so this manager can email me. And we are constantly told we only need to speak to the managers and then deferred to call at later time. Once I called after 4 pm and the rep sinlu told me, the manager is not there during those hours, and who told us that there is a manager on staff after 4. Please help, I don't know how to further outreach h these people, we have paid in the amount of $320, we have agreed that we maybe can't get the full amount as the connection may be deducted, this company is refusing to give us anything back. We simply don't know what to do. If you can please help us in any way to contact them to let them know they need to handle this.

There is no associated account number with this, they know us by name very well. If the name is given they will know who the customer is.

Thank you so much. I appreciate your help in advance.Desired Settlement: To receive a refund back

Review: I ordered services from FasTv back in October. When I received all my equipment and hooked everything up, it was very poor quality. The picture kept freezing, the channels did not work, so I called right back and told them I wanted to return everything. I returned everything and got a tracking number. I sent the return on 10/**/13 and the signed for the package on 10/**/13. A week passed and I called in to see why my money was not credited and the representative said they did not see my package there. When I told them I tracked it they found it right away. I asked to speak to the manager (because he is the only person that can do returns) but he wasn't there. I called multiple times and he was never in the office. They tell me to call from 4-5pm or 8-9pm EST. I finally got a hold of the manager after a week and a half of trying. He told me I would get my refund in 24 hours. I checked again last week to see if I got it, and it still wasn't credited back to my account. I called multiple times last week and the manager was never in. A representitive named [redacted] said she was the manager and could help me, after I told her my case she said he isn't in. I spoke to to [redacted] and [redacted] multiple times and asked them to tell the manager [redacted] to call me back, he still hasn't and I still don't have my refund. The amount was $296 . My neighbor is experiencing the same issue. He was supposed to get charged $30 but they charged him the full $296 and he still hasn't gotten his return either.Desired Settlement: I want my money refunded to my account debit card.

Review: ordered fastv and not happy with it. They constantly claim they provide so many channels but they don't. So many channels listed but did not work at all in 3 days I had it. tried to watch those movies on demand but could not exit out at all. Called and they said to return it and that I will not get credit for $40 activation, 1 month charged $20 for 3 days only but I said that is ok. I was so confident this would work out so I made payment for 6 months ahead. But after 3 WEEKS of trying to get ahold of Manager I still didn't get MY MONEY BACK.Desired Settlement: Just return my money....