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Insight Global Inc

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Reviews Insight Global Inc

Insight Global Inc Reviews (2)

Initial Business Response /* (1000, 5, 2016/05/10) */
On 4.26.16, the customer called in for service minutes before closingHe proceeded to curse at one of our employees (as he has done in the past on more than one occasion) when informed we would need a signed authorization prior to technician
dispatchCall was disconnectedCustomer called back and spoke with the owner, again being belligerentThe owner reiterated to customer the need to have authorization and requested that the customer stop mistreating our service staff when he calls inWe made sure authorization was sent over to the facility at 5:pm(We are in the same time zone as the customer.)
On 4.27.16, Customer contacted DirecTV stating that we refused to take care of themDirecTV was informed that we were waiting for a signed authorization form from the customer and he agreed to send over authorization to proceedOur CTO triple-checked the customer's system from our log-in, and there was not enough signal coming in to support channels, which requires a technician on-siteInformed customer, again, that we need authorizationWe sent an email requesting signature and customer replied that they were working directly with DirecTVCustomer requested some time before he sent in authorizationAfter a couple of hours, customer requested that lab check system againLab confirmed that tech is required, againCustomer said that he would send over authorization ASAPWe received another call from the customer, and again asked for signed authorizationCustomer said that they would send it over
On 4.28.16, customer finally sent in authorization at 10:amTech was scheduled to be on site the same day for an afternoon appointmentIssues were resolvedTech restored signal to channels experiencing issues and reset all receivers to correct DirecTV channel
We have a longstanding policy in place that requires signed authorization to schedule a technicianService calls are frequently disputed by customers as a means of saving moneyIf we cannot prove that an authorized party agreed to the expense, they refuse to payWe incur expenses whenever we send technicians out, and those authorizations help to ensure that we are reimbursedNot every issue can be handled over the phone, and our team tries diligently to ensure that we have properly determined whether or not a technician is truly neededThis customer has a system that can be viewed remotely, and the problem our CTO observed required a technicianThis situation could have been resolved much sooner if the customer would have returned the requested form upon the first requestSince we resolved the issue immediately after we received the authorization form, it is clear that we did all we could do under the circumstancesTherefore, we do not believe an apology is owed

Initial Business Response /* (1000, 5, 2016/12/01) */
If a resident at a facility is not happy with the television programming offered, they can choose to get their own individual service through DirecTV. In this situation, there is a form that is filled out and all of the costs are given to the...

customer. The installation charge is always mentioned as that is the cost to have the tech go out and do the install - it is something separate than the equipment and programming cost. In addition to relaying this information to the customer, it is on the form directly under where they have to sign, and there is also a check box making sure it is okay to charge their card. Also, at this facility, we worked very closely with the administrator and she was aware of the installation charges and passed that information along to any residents who were interested in extra services. I also personally spoke with this resident because I had to verify credit card information to charge for the installation. He was informed again at that time that the $199 installation would be charged to his card. The cost of the receivers was also discussed because we let him know that was a charge from DirecTV. The customer ordered 2 receivers, 1 HD receiver billed at [redacted] plus tax and 1 HD DVR receiver billed at [redacted] plus tax - these were charged to his credit card by DirecTV. We normally try to discourage these types of accounts because they can be so costly.

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Address: 100 E Pratt St # 2530, Baltimore, Maryland, United States, 21202-1074

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