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Foundation Of St Catherines Center For Children

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Reviews Foundation Of St Catherines Center For Children

Foundation Of St Catherines Center For Children Reviews (4)

The complaint # is [redacted] The customer is [redacted] /*** He has Mgsdownstream and MgsupstreamAs per our response, two of our technicians (IT Tech and Lineman) were in their home this morning to address their internet complaint Following is what was found and completely addressed with Mr*** -All devices in the home were disconnected and the signal levels were tested at the entry point in the home The full Mgs over Mgs were received -When one of their devices were re-connected, the bandwidth levels dropped to half that amount, showing the device was using too much bandwidth-We have Tru-Vizion, a program that monitors the usage and health of modems in our system This showed that their modem had had up to devices on that modem at only Mgs over MgsThe customer stated to our techs that he can’t tell us why so many devices had been on that modem Any one; however, that has been given their modem password, could latch on to that modem and use the bandwidth causing bandwidth drop -Our IT tech also discovered that they are running a program called [redacted] This program is designed to hide the device’s IP address so as to make the device untraceable This functions as a way to hide incoming and outgoing data on the device We cannot monitor this, nor can we ask why-While our techs were there, the upstream data was completely out of ratio with the downstream data This will freeze the data stream both ways This customer has been called several times in the past to tell him to check his devices for data worms; Trojan Horses, or other infectious bugs that can enter the computer system if the system is not properly maintained and protected Resolution: Two technicians went this morning for a schedule appointment to search and seek out the issues the customer was complaining aboutThis was a free (no charge) appointment The customer was shown that he is getting the complete internet speeds and data for the package he is paying for (8Mgs/3Mgs.) The customer was shown that his networking system is freezing the internet stream He was shown that his modem is being used for many more devices than his internet package can support He was shown that the program he is running to hide his IP addresses is sucking up bandwidth The customer was informed that this company is supplying what he is paying for and that the issues are in his use of the product in the home All lines coming into the home; all connectors have been previously checked when the customer has complained before Outside lines, amps and line extensors have been previously replaced to help this customerThe signal monitored at entry into the home were checked and shown to the customer today We informed the customer that all lines have been checked and/or replaced; however, we cannot check the lines inside the wallsThe customer is not ignored We have done our part to resolve his complaintThank you so much for your time Take care, Have a Great Day Darlene M***General ManagerWire Tele-View CorpE Market StreetPottsville, Pa

Thank you for the opportunity to respond. First, the entire payment for August 2015 is to be refunded as soon as the banks involved cleared the check. A letter informing the former customer our company's intentions to refund the money to them was sent on August 11, 2015.
Please note this is before receipt of this report to Revdex.com.
The facts as represented to the Revdex.com were incomplete at best. We have many satisfied customers. Our company has been here and serving local people since and to my knowledge, this is the first negative report registered with the Revdex.com.
We are in total agreement with the statements that they were not satisfied with the internet service. We had addressed this problem over and over on the outside plant of the system. We had repaired and/or replaced what we could on the outside of the homeThe day of the disconnection, we had called to make an appointment to go into the home to search out any issue that might be in the home. Mr*** would not agree to give permission to come into the home, not only on this date (8-5-15) but also on other dates
There were office personnel in the office that day. The details of the conversations were wittnessed by all of the staff members. This is not the first time that the customer service representatives have had very disagreeable conversations with Mr***
The conversation did indeed have verbage about "harrasement". After minutes of Mr*** yelling and not letting the representative do anything to help, the rep began to cry. At that point, she did not hang up rudely. She did however, tell him the conversation wasn't solving his problem and she was terminating the conversation
After that, there indeed was a conversation with the manager of the company, at which time, Mr*** continued with his negative comments and he first used the term "harrassment". He stated that the office calling to make an appointment in his home was "continued harrassment" At that time, the manager decided since they were so dissatifed with the service, they should find another provider. The relationship between company and customer was definitely not what the customers wanted.
Since the ***s installation with our service in 2006, we have addressed issues with them times, including the orginial installation and disconnection. We have not ignored their issues. We have tried to address the problem.
The local borough office, and local police were called to inform them of the heated disagreement as Mr*** had mentioned he would contact both. We are franchised with the borough of Tremont and it is my responsiblity to inform them of a customer that is completely unsatisfied with the service.
The complaint is correct in stating that Mrand Mrs*** both phoned back to the office several times. Their calls were not answered. The decision was made to not aggravate the situation further as Mr*** was quite angry. At that point, no calm, reasonable conversation would have been possible It was our intentions to not make the situation more stressful for them or our office staff.
Mr*** father (I do not know his first name) called He was very polite and kind with a professional and patience attitude. The conversation with him was a pleasure. However, since Mr*** was so unhappy with our service, the company decided that he and our services should partThis would eliminate his stress over what he considerated poor service and the representatives would not be subjected to his verbage again. There is a limit to customer service. We seldom reach that limit, but in this case, making a seasoned (years) customer service rep cry is not acceptable and will not be tolerated further
Wire Tele-View provides wireless internet to over homes in the local area. We are in the middle of a double upgrade that our customers deserve There is lag in the system at present. We are not offering internet to any new customers at present until the upgrade is completely. This is out of consideration to our current internet customers. It would be more profitable to the company to continue to add customers; however, the company's main concern is fairness to our current customers We will continue to gratefully provide service to those customers who find our internet to meet their needs. Mr. *** needs a provider that can meet his needs. All internet systems are not the same. We are a small local concern, doing what we can to provide services to our customers. This is a great time in technology. There are many providers with the freedom to choose whatever company that satisfies your needs
Thank you for the opportuntiy to address this complaint. I wish nothing but good fortune to the ***s and hope they have found a provider that they are happy with; meets their internet needs; and doesn't create stress in their lives
Darlene M***
General Manager
Wire Tele-View

Please see attachments sent. The Tru-Vizion graph shows the modem usage and stability of their modem. As you can see it was off only once in days due to a system wide failure when a power supply blew. This was immediately repaired and the system was back up
within hours. Also, see their payment history attached. They are habitually late with their payment, requiring our staff to contract them for payment. We are a small system and very flexible with our customers. Many of our customers are lower income, and we work with them. This customer is no exception and has received flexibility and consideration from our billing department. Attached also, is the last workorder to their home. We keep accurate and detailed records of our system calls to customers. This customer has not complained to our office and has not requested service for poor internet service. The customer stated that our trucks had been in his neighborhood and had not come to his home. We do not randomly go to customer's home without a scheduled appointment to meet someone at the home. If the customer had called, we would have set up an appointment to have our IT technican go to their home. We did not know that this customer was having troubles. The modem is showing good signal and constant service to the homeThe customer is paying for Mgs Downstream and MgsUpstream. We cannot monitor how many devices are on at any given time. If the customer is streaming a movie, and someone else is using a laptop or gaming on a computer, or if the customer has shared the bandwidth password with others, the speeds would slow down substantially. This is not something that is beyond our control.Since receiving this, I was on vacation and I'm the only one that addresses this in our small office. So, please excuse the delay.I have contacted the customer and have made an appointment to address his issues with the internet. The appointment in on July Wednesday July 12, 2017. We would have been there sooner if they had agreed to set an appointment date earlier. Thank you for your time. If you need more information, please contact Darlene M*** at ###-###-#### or ***@wtvaccess.com Darlene M***General ManagerWire Tele-View Corp E Market StreetPottsville, PA

The complaint # is [redacted].  The customer is [redacted]/[redacted].   He has 8 Mgs. downstream and 3 Mgs. upstream. As per our response, two of our technicians (IT Tech and Lineman) were in their home this morning to address their internet complaint.    Following is what was found and completely addressed with Mr. [redacted].    -All devices in the home were disconnected and the signal levels were tested at the entry point in the home.   The full 8 Mgs over 3 Mgs were received.  -When one of their devices were re-connected, the bandwidth levels dropped to half that amount, showing the device was using too much bandwidth. -We have Tru-Vizion, a program that monitors the usage and health of modems in our system.  This showed that their modem had had up to 17 devices on that modem at only 8 Mgs over 3 Mgs. The customer stated to our techs that he     can’t tell us why so many devices had been on that modem.  Any one; however, that has been given their modem password, could latch on to that modem and use the bandwidth causing bandwidth drop.    -Our IT tech also discovered that they are running a program called [redacted].  This program is designed to hide the device’s IP address so as to make the device untraceable.  This functions as a way to hide incoming and outgoing data on the device.    We cannot monitor this, nor can we ask why. -While our techs were there, the upstream data was completely out of ratio with the downstream data.  This will  freeze the data stream both ways.   This customer has been called several times in the past to tell him to check his devices for     data worms; Trojan Horses, or other infectious bugs that can enter the computer system if the system is not properly maintained and protected.  Resolution: Two technicians went this morning for a schedule appointment to search and seek out the issues the customer was complaining about. This was a free (no charge) appointment.    The customer was shown that he is getting the complete internet speeds and data for the package he is paying for.  (8Mgs. /3Mgs.)  The customer was shown that his networking system is freezing the internet stream.  He was shown that his modem is being used for many more devices than his internet package can support.  He was shown that the program he is running to hide his IP addresses is sucking up bandwidth.   The customer was informed that this company is supplying what he is paying for and that the issues are in his use of the product in the home.   All lines coming into the home;  all connectors have been previously checked when the customer has complained before.  Outside lines, amps and line extensors have been previously replaced to help this customer. The signal monitored at entry into the home were checked and shown to the customer today.   We informed the customer that all lines have been checked and/or replaced; however, we cannot check the lines inside the walls. The customer is not ignored.  We have done our part to resolve his complaint. Thank you so much for your time.   Take care, Have a Great Day.    Darlene M[redacted]General ManagerWire Tele-View Corp603 E Market StreetPottsville, Pa 17901

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Address: 125 M & M Ranch Rd, Granbury, Texas, United States, 76049

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