Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it successfully does so, will consider this complaint resolved
While I appreciate that this problem may finally be resolved I have to comment on the statements in the company's responseMy expectation was that the company would only reuse the old wire if it had determined that it workedI had to assume that this was the case and apparently the company thought so alsoWhile the alerts I got asked for a check of the wire, the company never suspected this to be the problem and so did not check the wireThey kept stating both per telephone and during visits by a technician that it MUST come from fluctuations on the 220V power lineI did not get a request to give the company web access to the thermostat, it was deemed unnecessary by them, but I did set up forwarding of the alerts
The problem was not resolved through the web access but by a technician being personally at the thermostat and communicating with a *** technician by ***All this could have happened many months agoI expected an apology by the company
Regards,
*** ***
Although replacing the existing control wiring in the
*** residence was not in the scope of work in the original installation
contract, and the ***'s would’ve paid $at that time to replace it had
it have been; Magic Touch will install
this wire at no charge in an
effort to please Mr***
A message was left on the ***'s voice-mail this morning
to schedule this work
I would like to make Mr. *** aware that the
“communicating” nature of his *** system was designed to send alerts to
*** directly in order to detect problems and expedite a resolution
As Mr. *** refused to allow access to his network when
originally asked when the error codes first began, all that was left to do by Magic Touch technicians who went
out to troubleshoot the error codes many times (at no charge) was to "speculate"
the cause
As we all witnessed, upon finally receiving permission to
access the network, *** technicians were able to recommend a remedy very
quicklyHad we had this permission earlier, we could’ve not only resolved the
problem long ago, it would’ve prevented the many error alerts Mr***
received
It also would’ve prevented the many labor hours Magic Touch
technicians and administrative staff spent trying to determine what the causes
of the errors were
Finally, it would’ve prevented a complaint on Magic Touch’s
Revdex.com record that will show publicly for the next three years
Let the record reflect that although that complaint will
appear publicly whether or not Magic Touch replaces the wire at no cost, and
the fact that replacing the homes pre-existing
wiring was not covered by the original contract (making it not an item covered
by installation warranty); Magic Touch is replacing the wire at no cost to Mr
*** as an act of good faith
Sincerely,
*** ***
President
Magic Touch Mechanical, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it successfully does so, will consider this complaint resolved
While I appreciate that this problem may finally be resolved I have to comment on the statements in the company's responseMy expectation was that the company would only reuse the old wire if it had determined that it workedI had to assume that this was the case and apparently the company thought so alsoWhile the alerts I got asked for a check of the wire, the company never suspected this to be the problem and so did not check the wireThey kept stating both per telephone and during visits by a technician that it MUST come from fluctuations on the 220V power lineI did not get a request to give the company web access to the thermostat, it was deemed unnecessary by them, but I did set up forwarding of the alerts
The problem was not resolved through the web access but by a technician being personally at the thermostat and communicating with a *** technician by ***All this could have happened many months agoI expected an apology by the company
Regards,
*** ***
Although replacing the existing control wiring in the
*** residence was not in the scope of work in the original installation
contract, and the ***'s would’ve paid $at that time to replace it had
it have been; Magic Touch will install
this wire at no charge in an
effort to please Mr***
A message was left on the ***'s voice-mail this morning
to schedule this work
I would like to make Mr. *** aware that the
“communicating” nature of his *** system was designed to send alerts to
*** directly in order to detect problems and expedite a resolution
As Mr. *** refused to allow access to his network when
originally asked when the error codes first began, all that was left to do by Magic Touch technicians who went
out to troubleshoot the error codes many times (at no charge) was to "speculate"
the cause
As we all witnessed, upon finally receiving permission to
access the network, *** technicians were able to recommend a remedy very
quicklyHad we had this permission earlier, we could’ve not only resolved the
problem long ago, it would’ve prevented the many error alerts Mr***
received
It also would’ve prevented the many labor hours Magic Touch
technicians and administrative staff spent trying to determine what the causes
of the errors were
Finally, it would’ve prevented a complaint on Magic Touch’s
Revdex.com record that will show publicly for the next three years
Let the record reflect that although that complaint will
appear publicly whether or not Magic Touch replaces the wire at no cost, and
the fact that replacing the homes pre-existing
wiring was not covered by the original contract (making it not an item covered
by installation warranty); Magic Touch is replacing the wire at no cost to Mr
*** as an act of good faith
Sincerely,
*** ***
President
Magic Touch Mechanical, Inc