Holy Trinity Presbyterian Day School

Complaint # [redacted] This is the first correspondence we have receivedOur school was closed for ChristmasThe cameras were fixed on Dec in the late afternoonI called Mr [redacted] first thing in the morning on the 19th to tell him the newsSome history about the cameras: When we had them installed, in 2006, they cost about $We did charge a fee for them of $per week until we paid for themWe have not charged a fee sinceTuition is tuition onlyCameras would be an aand listed separatelyThe cameras are not for security but as an amenity if you want to see what your infant is doing.The cameras were indeed disabled by ATT&T! A service tech changed our IP address and we were unable to get through our fire wallThey refused to fix it because it is not their equipmentI told Mr [redacted] that if looking at a camera was more important than quality care, he should look for another school that had camerasHe chose not toNone of the other parents complained They know that their child is happy without a camera! Several of his classmates were moved over to our main building this past Monday, (it's an age thing)There are no cameras in this buildingTheir tuition stays the same (also an age thing) Mr***' child should be moving over here in the near futurebut we think Mr [redacted] will be happier moving to a new school

Complaint: ***
I am rejecting this response because:In any business, any amenity, wither paid or provided, has an acceptable time period to be downThe downtime on this amenity was far too longIf a business cannot hold their vendors to their service level agreements, that is an issue that should not be past down to the customersI am happy with the care we receive, but not happy with administration of this businessTheir customer service within the administration office is atrocious! The teachers in classroom are great! If we could have changed schools, we would have just due to administration's lack of customer serviceAdministration was very rude if we asked about the camera system and kept putting the blame on AT&TAT&T has service level agreements with all their customers (residential or commercial) It was up to the school to push AT&T into honoring that service level agreement and repairing what their technician had broken in a timely mannerA customer should be treated with the utmost respect as they are paying for a serviceI do not feel that I was treated we the respect that any customer deservesThe reactions and attitude of the office staff need to be seriously addressedIf we had know what we do now, we would have chosen better. My wife and I liked the cameras, especially since this is our first and only child, and did not know what would be going on day to dayWe just didn't expect that advertised amenities were not available until weeks after we started our child there! We don't want to change schools now that we know we can trust the teachersThat was really the purpose of the camera access we were after
Regards,
*** ***

Complaint #[redacted]  This is the first correspondence we have received. Our school was closed for Christmas. The cameras were fixed on Dec 18 in the late afternoon. I called Mr. [redacted] first thing in the morning on the 19th to tell him the news. Some history about the...

cameras: When we had them installed, in 2006, they cost about $4200. We did charge a fee for them of $5 per week until we paid for them. We have not charged a fee since. Tuition is tuition only. Cameras would be an add-on and listed separately. The cameras are not for security but as an amenity if you want to see what your infant is doing. .The cameras were indeed disabled by ATT&T! A service tech changed our IP address and we were unable to get through our fire wall. They refused to fix it because it is not their equipment. I told Mr. [redacted] that if looking at a camera was more important than quality care, he should look for another school that had cameras. He chose not to. None of the other parents complained.  They know that their child is happy without a camera! Several of his classmates were moved over to our main building this past Monday, (it's an age thing). There are no cameras in this building. Their tuition stays the same (also an age thing) Mr. [redacted]' child should be moving over here in the near future. but  we think Mr. [redacted] will be happier moving to a new school.