Gamewood Technology

Mr [redacted] contacted our office earlier in the week about an alarm issue he was havingWe put him in contact with one of our alarm technicians, so he could troubleshoot the issue over the phone It was determined at this time, that his alarm panel was no longer communicating with the monitoring company, [redacted] We recommended that we come out to the site to check out his equipment and also notified him that the problem could be related to [redacted] deactivating 2G service in our area However, the customer was unwilling to have us come out to his house In a subsequent call to the office, he was notified again that we would recommend a site visit and that if the issue was related to have G equipment that the replacement cost would be $for the equipment, tax, and hour tech charge The customer refused the service call and requested his monitoring service be discontinued In accordance with Company SOP, we requested that the customer send their disconnect request in writing Also, we explained to him that we do not provide any refunds for pre-paid monitoring services After hanging up with the customer, we sent him an Email as they requested so he could provide us with a written responseApproximately minutes later, we received an Email from the customer requesting the monitoring service be disconnected After receiving the disconnect request via Email we contacted [redacted] to have the account disconnected Later in the Day, the customer called back requesting a refund and they were told again that we do not provided refunds for pre-paid monitoring and neither did [redacted] but they could contact them if they liked Later we received a call from [redacted] requesting us to join a conference call with Mr [redacted] During this conference call, it was explained to Mr [redacted] again that refunds are not given for pre-paid monitoring service by Gamewood or [redacted] Later that day we received an Email from the customer requesting that we provide them proof that they had agreed to our "no refund" policy We Emailed them back a copy of their signed "Terms and Conditions" portion of their alarm agreement which they were provided when signing up for our service We have been up front with the customer throughout this entire process and have tried several times to have them allow us to conduct a site visit because we are unsure if they are having a equipment failure issue or their communications outage is really related to [redacted] discontinuing 2G service in our area We are pretty sure that it is related to the [redacted] service change, but the only way to be 100% sure is by conducting a site visit

I can see that there is no need to go any farther on this issue

We are not positive that the issue was related to ** ** changing from 2G to 4G ** * * did not and is not informing us of these upgrades The customer refused multiple offers for us to come out and check the system to determine what the issue was If the issue had been due to the update that would have been the $cost, not sure where the $came from A contract was signed that there are no refunds due to early termination

Mr. [redacted] contacted our office earlier in the week about an alarm issue he was having. We put him in contact with one of our alarm technicians, so he could troubleshoot the issue over the phone.  It was determined at this time, that his alarm panel was no longer communicating with the...

monitoring company, [redacted].  We recommended that we come out to the site to check out his equipment and also notified him that the problem could be related to [redacted] deactivating 2G service in our area.  However, the customer was unwilling to have us come out to his house.  In a subsequent call to the office, he was notified again that we would recommend a site visit and that if the issue was related to have 2 G equipment that the replacement cost would be $249.98 for the equipment, tax, and 1 hour tech charge.  The customer refused the service call and requested his monitoring service be discontinued.  In accordance with Company SOP, we requested that the customer send their disconnect request in writing.  Also, we explained to him that we do not provide any refunds for pre-paid monitoring services.  After hanging up with the customer, we sent him an Email as they requested so he could provide us with a written response. Approximately 15 minutes later, we received an Email from the customer requesting the monitoring service be disconnected.  After receiving the disconnect request via Email we contacted [redacted] to have the account disconnected.  Later in the Day, the customer called back requesting a refund and they were told again that we do not provided refunds for pre-paid monitoring and neither did [redacted] but they could contact them if they liked.  Later we received a call from [redacted] requesting us to join a conference call with Mr. [redacted].  During this conference call, it was explained to Mr. [redacted] again that refunds are not given for pre-paid monitoring service by Gamewood or [redacted].  Later that day we received an Email from the customer requesting that we provide them proof that they had agreed to our "no refund" policy.  We Emailed them back a copy of their signed "Terms and Conditions" portion of their alarm agreement which they were provided when signing up for our service.  We have been up front with the customer throughout this entire process and have tried several times to have them allow us to conduct a site visit because we are unsure if they are having a equipment failure issue or their communications outage is really related to [redacted] discontinuing 2G service in our area.  We are pretty sure that it is related to the [redacted] service change, but the only way to be 100% sure is by conducting a site visit.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] The real issue is the fact their customers were not notified of the change from the 2g to 4g which stopped our alarm protection.  I feel that their customers should have been notified of the upgrade with the tower that caused the problem which was not done.  At least at that point we would have been aware we had no protection with the alarm and could have made the decision with the upgrade.  Gamewood is making it all about the money but the serious issue was we had no alarm system for a period of 2 months and could have gone on for longer if the system had not gone off accidentally.

During the past six (6) months this customer has opened five (5) trouble tickets with our company.  The tickets were for primarily minor issues that resulted in only partial outages twice and one complete outage once.  For example, one complaint was regarding how to erase the DVR content...

because it was full.  Our technician dispatched to the customer site and assisted the customer with erasing the DVR content so new shows could be recorded (this was not an outage).  We also showed the customer how to do this themselves and left them with the option of bringing the DVR to our service center .  One ticket was opened for a channel that wouldn't play (a very minor partial outage).  This turned out to be system wide and was fixed at the head end for all customers (or course all the other channels in the package the customer had worked without issue).  A third call was the result of someone at the customer location resetting their Internet router to factory defaults.  Again, we dispatched a technician who assisted the customer getting their Internet service back online (a partial outage, since TV and voice service continued to work).  A fourth ticket was related to one of the customer's Set Top Boxes and it had become reset to factory default and the customer needed the activation code to reactivate the set top box.  We responded within 24 hours with the information the customer needed to restore service to that set top box.  The customer had four (4) other set top boxes that continued to function without issue.  The final ticket had to do with the fiber optic cable feeding the customer premise.  Somehow it had become damaged and caused the services to go out.  We responded the same day, replacing the fiber cable and restoring services.However, the customer doesn't appear to open trouble tickets until their bill is due or past due and they're facing disconnect of services.  We have made attempts to work with this customer and offered to change service to a less expensive packages to make it easier.  These offers were refused. The payment history on this account has resulted in the service being disconnected four times.  It is obvious that the primary issue with this customer is the ability to pay for the services and the opening of trouble tickets and complaints that we receive that coincide with service disconnect dates are primarily done to delay the disconnect while we investigate the customer's concern.As a result of this poor payment history the management team has decided to terminate this customer's contract (under our terms of agreement attached and highlighted), without penalty, as long as the customer allows us to schedule and retrieve the set top boxes they are renting for the service.  We'll also waive the current late fees and payment due.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I can see that there is no need to go any farther on this issue.

Review: I have been with this company for the past 6 months and experience technical difficulties every month but no discount on or any inconvenience fees of time without services that were circumstances beyond my control. The customer services is very poor and disrespectful. keep being connected to the same person and never the boss. when acquiring these services my service was connected between the 13-16th. before the end of the month I was sent a notice saying services were going to be disconnected due to non-pay. when I called the company to ask the nature of this letter and it was stated that the bill is due on the 10th of every month nd if not paid by the 20th, service will be disconnected for non-pay. I was told that I had to pay a full month because the company does not have a prorate service. therefore I had to pay the full month of when I got service cut on and the following month on the 10th pay another full month. I get paid bi-monthly and by the way my pay frequency I have bills scheduled to be paid on the 15th so therefore since having services with this company for over 6 months now always have to pay and additional $25.00 late fee along with a $50 disconnect fee very month to get my services turned back on. My co-worker asked me why not ask my Gamewood to allow my pay cycle be between the 20-30th instead of the 10-20th since that is how I been paying since I had services and I was told very rudely by the customer service that Gamewood does not change their billing cycle regardless of when services are installed initially and there is only a 10 day grace period only no exceptions. so for my cable, phone service, and internet I am paying $235 a month plus $25 late fee and $50 disconnect fee every month. My service was turned off again today for non-payment and when I go next Tuesday to pay on the 27th all the fees mentioned along with my bill; my bill the same amount of $235.00 will be due again on the 10th the following month along with a late fee after the 10th. Even though I am going to be looking for other services in the area for business, I was encouraged to contact you all due to how is this fair business practices of quality service.

If a technical problem occurs after business hours after five. Calls are routed out of the area and a ticket is called in and in most cases you have to wait until the office opens up or given instrucions in emails or over the phone to fix the problem. I asked one time of what does the fees every month cover if a customer sometimes have to go days without service until someone can come to the home and no services are credited for.

Most likely I will have to change to another company but I felt that this problem of business and billing needs to be looked into. This is the first business that I have ever dealed with that have the rules of billing and no technical team on standby after business hours. the company that calls are routed to after business hours are not even employees of the company but private contractors. One time one of the techmicians that came to my home to fix a problem stated that it is very frustrating to him when customers call the technical difficulty number and the company geivs the wrong instructions and cause him to do more work.

The installation of how the cords are installed on the outside have caused problems with my services. when I called to discuss this matter this matter I was told that they will have someone look into the matter but in the meantime my bill was due was reminded that it was alredy in suspension mode. I told the lady that I am aware of that and since having services with the company this happens every month with how I pay my bill but this des not justify the quality of services. I tried explaining to customer service that someone neede to come to my home to check the wiring because even when I make my payment on next Tuesday, I will not be able to use two of my cable boxes because they are still giving me problems.Desired Settlement: I would like to have someone to come to my home to properly check to make sure that my cords were installed correctly (preferably not the same technician that have came in the past) and for the owner or supervisor over to call me or arrange to meet with me so that I can address my concerns. It is not good when a customer gets off the phone and cry due to being treated so disrespectful.

Business

Response:

During the past six (6) months this customer has opened five (5) trouble tickets with our company. The tickets were for primarily minor issues that resulted in only partial outages twice and one complete outage once. For example, one complaint was regarding how to erase the DVR content because it was full. Our technician dispatched to the customer site and assisted the customer with erasing the DVR content so new shows could be recorded (this was not an outage). We also showed the customer how to do this themselves and left them with the option of bringing the DVR to our service center . One ticket was opened for a channel that wouldn't play (a very minor partial outage). This turned out to be system wide and was fixed at the head end for all customers (or course all the other channels in the package the customer had worked without issue). A third call was the result of someone at the customer location resetting their Internet router to factory defaults. Again, we dispatched a technician who assisted the customer getting their Internet service back online (a partial outage, since TV and voice service continued to work). A fourth ticket was related to one of the customer's Set Top Boxes and it had become reset to factory default and the customer needed the activation code to reactivate the set top box. We responded within 24 hours with the information the customer needed to restore service to that set top box. The customer had four (4) other set top boxes that continued to function without issue. The final ticket had to do with the fiber optic cable feeding the customer premise. Somehow it had become damaged and caused the services to go out. We responded the same day, replacing the fiber cable and restoring services.However, the customer doesn't appear to open trouble tickets until their bill is due or past due and they're facing disconnect of services. We have made attempts to work with this customer and offered to change service to a less expensive packages to make it easier. These offers were refused. The payment history on this account has resulted in the service being disconnected four times. It is obvious that the primary issue with this customer is the ability to pay for the services and the opening of trouble tickets and complaints that we receive that coincide with service disconnect dates are primarily done to delay the disconnect while we investigate the customer's concern.As a result of this poor payment history the management team has decided to terminate this customer's contract (under our terms of agreement attached and highlighted), without penalty, as long as the customer allows us to schedule and retrieve the set top boxes they are renting for the service. We'll also waive the current late fees and payment due.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: my internet has been down for about 2-weeks and is still down, for some reason they cant seem to fix it.Desired Settlement: fix my internet or give me refund for days without internet and come and unhook everything

Business

Response:

[redacted]I am following up on our phone call earlier this morning about complaint [redacted]. As stated, we received a call from [redacted] on Monday June 17th at about 10 am regarding the problems he was having with his wireless Internet services. After working the trouble ticket remotely, we dispatched a tech to his home on Tuesday June 18th. The tech attempted to adjust his antenna to improve his signal quality but was forced to stop work once a storm came up him. The tech returned to the site the next day Wednesday June 19th and continued to adjust the antenna in an attempt to improve the signal quality so that the service would work properly. Unfortunately, it appeared to our technician that Mr. [redacted]’s wireless Internet service was getting interference from his neighbor and he was therefore informed that there was nothing else we could do to fix the problem. The technician suggested that we remove the service but Mr. [redacted] wanted to keep it while he found an alternate Internet service at which time he was to contact us to have the service turned off and removed. Mr. [redacted] never called us back after that. Since receiving the complaint today that Mr. [redacted] filed on Sunday June 23rd, we have made arrangements to uninstall his wireless Internet service and credit his account the $29.95 that he is past due on for his June service and the issue a credit memo for the $29.95 due for his July services.Thank you, Robert Taylor, MBAChief Executive OfficerGamewood Technology Group, Inc.###-###-#### / Fax[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]