ISI Innovative Solutions Inc.

Initial Business Response /* (1000, 5, 2017/09/27) */
We have been working with [redacted] for a number of years and he is correct that we have provide him with equipment to protect his family and his property.
We were called in March to go do a service call, the call from the client was...

entered on March 6 and we were able to send a technician that same day. On that visit, the wire from his front gate to the house had a break somewhere in the 1km span. This wire was installed underground by a different company that the client hired and we do not know where it was located and could not test because the ground was frozen. We did at that visit readjust the photobeam on one of the equipment.
On our second visit we were able to locate the vicinity of the break but couldn't determine the exact point of break. The client at this point agreed to get the wire fixed by another. This is what our technician indicated in his notes.
This last visit was a warranty call on our part because we were doing this to be able to find a solution to our client of 12 years.
We are trying to find a solution for a problem our client create and not a problem of our equipment.
A tentative solution was supplied to the client - this solution was researched and took quite a bit of time from our salesman/owner which is not being charged to the client. The logistics of the client's location and property have always been an issue and we have ordered a part that should in theory communicate between satellite internet but is not guaranteed to work because of the distance between the front gate and the house. Because [redacted] is a valued customer, we were willing to waive the fee of the part since we can't promise that this option will work. We are not willing to pay for the labor needed for the installation of this product however. We have done an extensive search to find something to answer our client's needs but this is a very complex setup because of the great distance between the front gate to the main house and the location of the property and the services offered in that remote area.
In our opinion, we are working diligently to fix a problem that is not even our doing or related to equipment we have provided.
To respond to the lack of response - Our salesman/owner has sent a response to the email sent by our client's wife stating that the part was ordered but will take some time to come in since it's coming from the States and we were not booking a service call until that part was in.
Initial Consumer Rebuttal /* (3000, 14, 2017/10/06) */
Here is our response to the response by ISI.
Thank you for forwarding ISI's reply to our complaint.
Admittedly, we take exception to a few points. One of them being ISI's core response summarized here: "We are trying to find a solution for a problem our client create and not a problem of our equipment."
How did 'we' (the homeowner/client) create the problem? We followed their recommendations. ISI did the installations. We provided a dug ditch with exposed cable laid upon the ground for their technician to do the necessary cable splices for junction boxes plus the connections and installations of their equipment at the gate and at our home. We did not train any critter to chew through underground cables.
Regarding the visits of the ISI technicians to fix the problem:
During the first visit, the problem was assessed and it was assumed to be a break in the cable - and, in lieu of other apparent causes, this continues to be the working hypothesis. However, the service technician who showed up on the second visit did not have the necessary equipment to locate the break - which we learned the technicians are expected to purchase and pay for themselves.
So, before the third visit, we made it clear that only a technician who had the necessary equipment should make the trip out to our location.
As we mentioned earlier, this third visit became another futile attempt because the equipment was apparently only capable to detect breaks within a 2 inch radius.
This technician, however, made a couple suggestions to circumvent the use of the cable altogether. Sadly, we subsequently never heard back regarding the 2 alternative solutions that he had presented to us and never received the email that was apparently sent in response to our request to update us - which supposedly explained that "the part" (which part?) was ordered from the US.
As previously stated in our original complaint, we are having a breakdown in communication with this supplier. Phone calls, emails, requests with ISI staff ignored and no follow up from discussions held with field technicians. The supplier's response letter adds to the communication gap we are struggling to bridge.
The recounted content of this email is also rather confusing since the repairperson left with 2 ideas in mind that might be able to circumvent the problem. The feasibility of these 2 options were never discussed with us. Nor was it was ever communicated to us that 1 was apparently superior to the other (and why). Instead, according to ISI's own account, the company simply went ahead to order 'something' (without our knowledge, request or consent) and choose 1 solution over the other for unknown reasons.
(That we might not have received said email should have maybe become apparent when we repeatedly tried to get in touch with the "salesperson/owner" and left various requests to update/talk to us about the 2 solutions that had been presented to us. Why would we waste our time to try and hunt down our elusive ISI contact when, in fact, we had already been informed that "'the part was ordered but will take some time to come in since it's coming from the States and were not booking a service call until that part was in"?)
As to the timespan in which all this occurred, admittedly we did not enter our calls into any log but since this is obviously the case with ISI, it would be interesting to know the amount of times we tried to connect in a direct manner over the course of this year and how many times these calls were subsequently returned. Our move - namely to bring this case to the attention of the Revdex.com (which, by the way, is a first for us) - speaks to the level of our frustration.
Regards,
[redacted]