Complaint: [redacted] I am rejecting this response because: During my numerous calls to the help line I was very specific with them all that I could not receive call during working hours, I left them phone numbers, again was specific, my personal phone [redacted] was to be used to leave a message and I would return the call, the other phone was a business phone that I used because it had unlimited minutes available, my personal phone did not This must be on record as I do have messages left on my personal phone from the company I was never told that they were running behind in servicing their customers - all they wanted me to do is unplug and plug equipment in ( this happened at least five separate time with different techs with the same result they could not fix it The last time they wanted me to do it I refused because that was not working and at that time I insisted on a service tech to come it was my request - no one ever offered it to me When I did that they said it was up to scheduling to call and set that up with me After days I received an email I returned their call when they send me an email and that is when they said Monday would be the first opportunity and that would be squeezing me inThat would be a total of days without service All through this process I told them that that besides my day job I do work from home and night and on weekends and explained to ALL that I have not been able to work because of not having internet and it was causing a hardship That did not make any difference So from Sunday to today I have not been able to do my part time job and therefore am out money that I will not be able to make up I an years old and I need that in order to support myself I did send notification on Saturday to cancel my service and to credit my account for the days I did not have internet I also informed them to advise me when they will pick up their equipment I do not think I have been difficult all I wanted was for them to fix the internet - Also I will add that when the service was interrupted because of the storm all homes in my small track was affected and I was the only one that was not restored the others were restored with in a couple of daysSo no I was not difficult I wanted you to do for me as you did for the others Regards, [redacted]
Customer had service and over the course of that time, placed a total of tickets We have provided a list of his issues which were all resolved to his satisfaction At no time during the customer's service period with us did he state dissatisfaction with the service other than the instances which were resolved At no time during his service periods did he request any refund or ask to speak to a supervisor about his account.When customer cancelled, he did so in writing, which is required from us The first cancellation letter, dated April 9, stated that he was moving and made a reference to removing the antenna due to a new roof He sent a 2nd cancellation letter dated April 12, stating that he was moving to Pearsall and gave no other comments regarding dissatisfaction or request of refund for service.Our contract, enclosed, states that no refunds are given out for partial month billings Customer signed the contract at the time he received service agreeing to our terms and conditions I have underlined the relevant parts covering partial month refunds.In our opinion, the customer received the service that he ordered and we responded quickly and successfully to each of the service tickets placed, in which of those were determined to be customer-caused issues and not the fault of Rock Solid Internet.No refund is warranted as our company provided the service as specified and agreed to
We have attempted to explain to Ms [redacted] that the tower that her equipment is aimed at has not been upgraded to provide the speeds that she wants on the Boulder account We are not currently upgrading ANY customers on that tower until we can add additional equipment capable of doing so Additionally, we advised Ms [redacted] on a service call for which we did not charge her that she was getting the speeds she is paying for The only time we charged her for a repair was when her gardener damaged our cable She stated that she felt that the new cable that we replaced it with was the cause for speed fluctuations Throughout our conversations with MsAtkinson, we have made adjustments to service and analyzed it far past our requirements in an effort to both solve any issues on our side as well as make her feel as if we were making our best efforts, all to no avail She continues to believe that we do not know what we are doing and of course, she has a right to believe whatever she wishes In the end, we determined that we could not make her happy Whether it is because we are not doing a good job or whether it is because we have been unable to convince her that because of the technology limitations of this tower is irrelevant It is never our desire to take money from customers who believe we are not doing a good job A few customers, such as this one, simply refuse to believe that we can defy the laws of physics when it comes to radio technology and the equipment currently in place Ms [redacted] refers to our "habit" of cancelling customers who complain With over subscribers, I find it impossible to claim any sort of habit from or people, some of whom were not even our customers, have made this statement Our only habit is that we do everything we can to make a customer happy and once it becomes clear that they will not be happy, whether it is their fault or our fault or a combination of both, we try to solve the problem so that both sides no longer have to worry about it Once this determination was made, we refunded Ms [redacted] months of service for a total of $and advised her that she would receive free service through the end of the month in order to give her time to find an Internet provider that better meets her needs This was done well before Ms [redacted] made this complaint and Ms [redacted] was advised of this refund before she made the complaint.It always makes us sad to hear of a dissatisfied customer and frankly very few of ours feel this way, regardless of what Ms [redacted] believes Sometimes we do not do the best job of conveying this, and we do try to be better about that, but to attack our Customer Service Manager, [redacted] is the most unpleasant comment of all as she is among the brightest and most pleasant of our staff and is tasked with doing everything she can to make a customer happy She literally can override any decision on a customer, including mine.I cannot understand how a customer would want to pay us if they did not like our service If we have advised that we can do nothing more and if that means that the customer will not be happy in the future, then in our opinion, there really is nothing more to be gained from taking someone's money Our standard procedure in this is to refund the current month's service and allow the customer time to obtain service from another provider Most Internet providers do not do this when cancelling a customer's service and additionally, we refunded the customer a total of three month's service just to show how much we do care about the customer experience.Because of this, we will not restore the customer's service but we sincerely wish her success in obtaining service to her liking from another provider
From: [redacted] [mailto: [redacted] ] Sent: Wednesday, April 08, 4:PMTo: ***Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint # [redacted] I want to cancel this complaint Rock solid has agreed to restore my service asap so please disregard and omit this complaint Thank you so muchSent from my iPhone
Complaint: [redacted] I am rejecting this response because: During my numerous calls to the help line I was very specific with them all that I could not receive call during working hours, I left them phone numbers, again was specific, my personal phone [redacted] was to be used to leave a message and I would return the call, the other phone was a business phone that I used because it had unlimited minutes available, my personal phone did not This must be on record as I do have messages left on my personal phone from the company I was never told that they were running behind in servicing their customers - all they wanted me to do is unplug and plug equipment in ( this happened at least five separate time with different techs with the same result they could not fix it The last time they wanted me to do it I refused because that was not working and at that time I insisted on a service tech to come it was my request - no one ever offered it to me When I did that they said it was up to scheduling to call and set that up with me After days I received an email I returned their call when they send me an email and that is when they said Monday would be the first opportunity and that would be squeezing me inThat would be a total of days without service All through this process I told them that that besides my day job I do work from home and night and on weekends and explained to ALL that I have not been able to work because of not having internet and it was causing a hardship That did not make any difference So from Sunday to today I have not been able to do my part time job and therefore am out money that I will not be able to make up I an years old and I need that in order to support myself I did send notification on Saturday to cancel my service and to credit my account for the days I did not have internet I also informed them to advise me when they will pick up their equipment I do not think I have been difficult all I wanted was for them to fix the internet - Also I will add that when the service was interrupted because of the storm all homes in my small track was affected and I was the only one that was not restored the others were restored with in a couple of daysSo no I was not difficult I wanted you to do for me as you did for the others Regards, [redacted]
Customer had service and over the course of that time, placed a total of tickets We have provided a list of his issues which were all resolved to his satisfaction At no time during the customer's service period with us did he state dissatisfaction with the service other than the instances which were resolved At no time during his service periods did he request any refund or ask to speak to a supervisor about his account.When customer cancelled, he did so in writing, which is required from us The first cancellation letter, dated April 9, stated that he was moving and made a reference to removing the antenna due to a new roof He sent a 2nd cancellation letter dated April 12, stating that he was moving to Pearsall and gave no other comments regarding dissatisfaction or request of refund for service.Our contract, enclosed, states that no refunds are given out for partial month billings Customer signed the contract at the time he received service agreeing to our terms and conditions I have underlined the relevant parts covering partial month refunds.In our opinion, the customer received the service that he ordered and we responded quickly and successfully to each of the service tickets placed, in which of those were determined to be customer-caused issues and not the fault of Rock Solid Internet.No refund is warranted as our company provided the service as specified and agreed to
We have attempted to explain to Ms [redacted] that the tower that her equipment is aimed at has not been upgraded to provide the speeds that she wants on the Boulder account We are not currently upgrading ANY customers on that tower until we can add additional equipment capable of doing so Additionally, we advised Ms [redacted] on a service call for which we did not charge her that she was getting the speeds she is paying for The only time we charged her for a repair was when her gardener damaged our cable She stated that she felt that the new cable that we replaced it with was the cause for speed fluctuations Throughout our conversations with MsAtkinson, we have made adjustments to service and analyzed it far past our requirements in an effort to both solve any issues on our side as well as make her feel as if we were making our best efforts, all to no avail She continues to believe that we do not know what we are doing and of course, she has a right to believe whatever she wishes In the end, we determined that we could not make her happy Whether it is because we are not doing a good job or whether it is because we have been unable to convince her that because of the technology limitations of this tower is irrelevant It is never our desire to take money from customers who believe we are not doing a good job A few customers, such as this one, simply refuse to believe that we can defy the laws of physics when it comes to radio technology and the equipment currently in place Ms [redacted] refers to our "habit" of cancelling customers who complain With over subscribers, I find it impossible to claim any sort of habit from or people, some of whom were not even our customers, have made this statement Our only habit is that we do everything we can to make a customer happy and once it becomes clear that they will not be happy, whether it is their fault or our fault or a combination of both, we try to solve the problem so that both sides no longer have to worry about it Once this determination was made, we refunded Ms [redacted] months of service for a total of $and advised her that she would receive free service through the end of the month in order to give her time to find an Internet provider that better meets her needs This was done well before Ms [redacted] made this complaint and Ms [redacted] was advised of this refund before she made the complaint.It always makes us sad to hear of a dissatisfied customer and frankly very few of ours feel this way, regardless of what Ms [redacted] believes Sometimes we do not do the best job of conveying this, and we do try to be better about that, but to attack our Customer Service Manager, [redacted] is the most unpleasant comment of all as she is among the brightest and most pleasant of our staff and is tasked with doing everything she can to make a customer happy She literally can override any decision on a customer, including mine.I cannot understand how a customer would want to pay us if they did not like our service If we have advised that we can do nothing more and if that means that the customer will not be happy in the future, then in our opinion, there really is nothing more to be gained from taking someone's money Our standard procedure in this is to refund the current month's service and allow the customer time to obtain service from another provider Most Internet providers do not do this when cancelling a customer's service and additionally, we refunded the customer a total of three month's service just to show how much we do care about the customer experience.Because of this, we will not restore the customer's service but we sincerely wish her success in obtaining service to her liking from another provider
From: [redacted] [mailto: [redacted] ] Sent: Wednesday, April 08, 4:PMTo: ***Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint # [redacted] I want to cancel this complaint Rock solid has agreed to restore my service asap so please disregard and omit this complaint Thank you so muchSent from my iPhone