Konceptio Data Service

We acknowledge that we have received this complaint, and we are saddened that the client has decided to communicate with us via the Revdex.com instead of by our conventional meansWe are committed to providing excellent customer service and internet service to all of our clients, and we
have no reason to not provide the same service to this clientWe don’t believe that we have failed to provide service in the manner the customer has stated, so we wish to address the complaint."Within the last months of being a customer of KDS, we have been billed each month for download speeds of a minimum of 6mbpsMy service through this company has been consistently 3-mbps and several times throughout the day, especially in the evening, we would lose our internet connection and have to wait for it to reconnectI have contacted KDS via email and their support contact form on their websiteEach month, I would receive a bill in the mail and have no mention of the concerns I have sent the company regarding the service issues"Response: Prior to November 3rd, we received no emails, phone calls or chat requests regarding poor internet connectionOn November 3/we exchanged several emails with the clientWe did check the equipment remotely and ask a few technical questions and we could not determine anything wrongAdditionally, all attempts to troubleshoot over the phone after we received the initial email on November 3rd proved to be inconvenient timing for them to troubleshoot issues."My husband had sent them an email more recently and they responded back stating they have never received any of my complaints or concerns and that they would have a technician come to our home that Friday and look at our equipment and make any needed adjustmentsThat Friday has come and gone without any contact from the company, with the exception of the bill coming in the mail"Response: We did receive an email from the customer on November 3rd, accusing us of ignoring their emails, and we requested that they forward us these emails so we could determine if the emails really were not received or what email address they were sending it to and what address the emails were coming from so we could find and track themThis request for information was never answered and when trying to ask either customer about this information over the phone it would result in irate responses from the customers, saying they had called and emailed, though we have no record of attempts before that pointWith the scheduled appointment for Friday, the weather conditions changed drastically and we were forced to move the appointment back by a dayA voicemail was left on the customer’s account primary number to call us back to reschedule but we never received a response from themThey have requested to be contacted on the husband's cell phone which doesn't have voicemail set up and requires us to resort to contacting them on the primary number on their account."In December, I attempted to pay the bill and received a message that there was a server problem and that I needed to resubmit my paymentI had the same issue in November and had to wait a few days to make sure I did not receive a double chargeReceiving the same error message a second month in a row, I called their tech supportThe man I had spoken with said that I am receiving their internal server error message because I have failed to provide an email for my accountI have had this service for well over a year, maybe 2? and have never had this issue until this last November"Response: An email address is not part of any required field to submit a payment online using our websiteTo receive a confirmation number for any payment submitted online an email is required to be on file in our database to send this information to the customerWe only spoke to this customer over the phone on one occasion and at the beginning of the conversation we discussed online bill pay and options to receive a confirmation number after payment has been submitted."After a brief argument playing the blame game, I asked for the status of the technician who never arrivedDespite further poor customer service, I had to send screenshots of the results of speed tests he had me run in which he confirmed we are not receiving the service we are paying forHe asked if I could go through troubleshooting and look at my equipment, and it was later in the evening and I asked if he could call my husband the following dayHe confirmed his phone number, apologized for the lack of service we received and we made arrangements to have the company contact my husband at pm the following dayWe still have not received a call or had a technician out to our home, I received our most recent bill in the mail which is due today"Response: We have never requested screenshots of speed tests but they are never available to troubleshoot their issues so they just email them in time and againOnly once were we able to be on the phone with Mrs*** and she felt compelled to email us screenshots of every speed test before and during that call that we were actually able to run speed testsAfter running these speed tests, we attempted to provide further support by requesting to troubleshoot the issue further but Mrs*** refused and told me to follow up with her husband the next dayWe called the customer on his cell the following day but got no answer and wasn't able to leave a voicemail as voicemail services had not been set up on his cell phoneWe called back once more on Monday but got no response and was unable to leave a message again."We are still being billed for mbps download speed and prior to paying my bill online, I ran another speed testThe one that was ran this afternoon showed we are receiving a little more than mbps download speedI have paid my bill once again however, I am unable to find a resolution to this issue as I cannot get a response back from this company other than when I call or email and I am told that I would be contacted at a future date or have someone out to my home at the end of the week."Response: We have several options for contacting our office and support teamA customer can call in, email, stop in at our office or even chat onlineAdditionally we go above and beyond to support our customers to the very best of our ability using every tool we have availableIn this case had the customer been willing ,at any time, to troubleshoot the issue we could have done thisThe one time we spoke with the customer we offered support but they declined and requested that we contact them the next day, Friday in the afternoonThe next day we called the cell number that Mrs*** had provided but no one answered and voicemail had not been set up for that mobile numberWe called once again on Monday and got the same result at which time we were forced to call the only number we have on file for them that does have voice mailWe left a message requesting that they contact us to troubleshoot the issue further and left our office number so they could reach us at their earliest convenience, but the customer never responded or returned the call.Contact since complaint: After we received the complaint to the Revdex.com, we attempted to contact the client via their primary contact number There was no response, so we left a brief message for them to call us back Mr*** then sent an email admonishing us for not calling him at his number and for leaving a “terse” voicemail We then attempted to call him at his number and received the same results as previous attempts: no answer, no voicemail set up After that, we sent Mr*** an email to contact us at his earliest convenience to resolve the issue, and we have still received no response.Resolution: There are a number of factors that can cause slow internet speeds, not only issues with our equipment but with the client’s equipment as well We would like to send a technician to inspect the antenna, its alignment and the client’s equipment like wifi router, cables etc Additionally we would like to point the customer antenna to our newest tower that we put up the beginning of December; however, in order to do anything at the client’s residence, we need them to return our phone calls so we can schedule the service call We are committed to providing excellent customer service and internet service to all of our clients, and we have no reason to not provide the same service to this client We are willing to issue a credit to the client for the difference between the Mbps package they were set up for and the Mbps they were receiving per their complaint, from the time of initial contact on November 3rd, 2015.We keep a log of all calls, emails and technical documentation, and we can and will provide these upon request.Our main office phone number is *** *** ***Our technical and billing email is ***, You can also chat with us on our website *** during business hours or leave a messagePlease note that all of this information is available on our website.We are looking forward to hear from this client to set an appointment so we can check the setup and take care of the issues.Thank You*** ***
Owner | Konceptio Data Services, LLC DBA KDS Networks
Snail Mail: *** *** *** *** *** ***
Office: *** *** *** *** ***
*** *** *** * *** *** *** * *** * ***

Review: Within the last 6 months of being a customer of KDS, we have been billed each month for download speeds of a minimum of 6mbps. My service through this company has been consistently 3-4 mbps and several times throughout the day, especially in the evening, we would lose our internet connection and have to wait for it to reconnect. I have contacted KDS via email and their support contact form on their website. Each month, I would receive a bill in the mail and have no mention of the concerns I have sent the company regarding the service issues. My husband had sent them an email more recently and they responded back stating they have never received any of my complaints or concerns and that they would have a technician come to our home that Friday and look at our equipment and make any needed adjustments. That Friday has come and gone without any contact from the company, with the exception of the bill coming in the mail. In December, I attempted to pay the bill and received a message that there was a server problem and that I needed to resubmit my payment. I had the same issue in November and had to wait a few days to make sure I did not receive a double charge. Receiving the same error message a second month in a row, I called their tech support. The man I had spoken with said that I am receiving their internal server error message because I have failed to provide an email for my account. I have had this service for well over a year, maybe 2? and have never had this issue until this last November. After a brief argument playing the blame game, I asked for the status of the technician who never arrived. Despite further poor customer service, I had to send screen shots of the results of speed tests he had me run in which he confirmed we are not receiving the service we are paying for. He asked if I could go through troubleshooting and look at my equipment, and it was later in the evening and I asked if he could call my husband the following day. He confirmed his phone number, apologized for the lack of service we received and we made arrangements to have the company contact my husband at 2 pm the following day. We still have not received a call or had a technician out to our home, I received our most recent bill in the mail which is due today. We are still being billed for 6 mbps download speed and prior to paying my bill online, I ran another speed test. The one that was ran this afternoon showed we are receiving a little more than 3.5 mbps download speed. I have paid my bill once again however, I am unable to find a resolution to this issue as I cannot get a response back from this company other than when I call or email and I am told that I would be contacted at a future date or have someone out to my home at the end of the week.Desired Settlement: I would like to not only receive a billing adjustment for the months I have been without service at the package that I am paying for, but I would also like to receive the service that I enrolled in at the time I have signed up.

Business

Response:

We acknowledge that we have received this complaint, and we are saddened that the client has decided to communicate with us via the Revdex.com instead of by our conventional means. We are committed to providing excellent customer service and internet service to all of our clients, and we have no reason to not provide the same service to this client. We don’t believe that we have failed to provide service in the manner the customer has stated, so we wish to address the complaint."Within the last 6 months of being a customer of KDS, we have been billed each month for download speeds of a minimum of 6mbps. My service through this company has been consistently 3-4 mbps and several times throughout the day, especially in the evening, we would lose our internet connection and have to wait for it to reconnect. I have contacted KDS via email and their support contact form on their website. Each month, I would receive a bill in the mail and have no mention of the concerns I have sent the company regarding the service issues. "Response: Prior to November 3rd, we received no emails, phone calls or chat requests regarding poor internet connection. On November 3/4 we exchanged several emails with the client. We did check the equipment remotely and ask a few technical questions and we could not determine anything wrong. Additionally, all attempts to troubleshoot over the phone after we received the initial email on November 3rd proved to be inconvenient timing for them to troubleshoot issues."My husband had sent them an email more recently and they responded back stating they have never received any of my complaints or concerns and that they would have a technician come to our home that Friday and look at our equipment and make any needed adjustments. That Friday has come and gone without any contact from the company, with the exception of the bill coming in the mail. "Response: We did receive an email from the customer on November 3rd, 2015 accusing us of ignoring their emails, and we requested that they forward us these emails so we could determine if the emails really were not received or what email address they were sending it to and what address the emails were coming from so we could find and track them. This request for information was never answered and when trying to ask either customer about this information over the phone it would result in irate responses from the customers, saying they had called and emailed, though we have no record of attempts before that point. With the scheduled appointment for Friday, the weather conditions changed drastically and we were forced to move the appointment back by a day. A voicemail was left on the customer’s account primary number to call us back to reschedule but we never received a response from them. They have requested to be contacted on the husband's cell phone which doesn't have voicemail set up and requires us to resort to contacting them on the primary number on their account."In December, I attempted to pay the bill and received a message that there was a server problem and that I needed to resubmit my payment. I had the same issue in November and had to wait a few days to make sure I did not receive a double charge. Receiving the same error message a second month in a row, I called their tech support. The man I had spoken with said that I am receiving their internal server error message because I have failed to provide an email for my account. I have had this service for well over a year, maybe 2? and have never had this issue until this last November. "Response: An email address is not part of any required field to submit a payment online using our website. To receive a confirmation number for any payment submitted online an email is required to be on file in our database to send this information to the customer. We only spoke to this customer over the phone on one occasion and at the beginning of the conversation we discussed online bill pay and options to receive a confirmation number after payment has been submitted."After a brief argument playing the blame game, I asked for the status of the technician who never arrived. Despite further poor customer service, I had to send screenshots of the results of speed tests he had me run in which he confirmed we are not receiving the service we are paying for. He asked if I could go through troubleshooting and look at my equipment, and it was later in the evening and I asked if he could call my husband the following day. He confirmed his phone number, apologized for the lack of service we received and we made arrangements to have the company contact my husband at 2 pm the following day. We still have not received a call or had a technician out to our home, I received our most recent bill in the mail which is due today. "Response: We have never requested screenshots of speed tests but they are never available to troubleshoot their issues so they just email them in time and again. Only once were we able to be on the phone with Mrs. [redacted] and she felt compelled to email us screenshots of every speed test before and during that call that we were actually able to run speed tests. After running these speed tests, we attempted to provide further support by requesting to troubleshoot the issue further but Mrs. [redacted] refused and told me to follow up with her husband the next day. We called the customer on his cell the following day but got no answer and wasn't able to leave a voicemail as voicemail services had not been set up on his cell phone. We called back once more on Monday but got no response and was unable to leave a message again."We are still being billed for 6 mbps download speed and prior to paying my bill online, I ran another speed test. The one that was ran this afternoon showed we are receiving a little more than 3.5 mbps download speed. I have paid my bill once again however, I am unable to find a resolution to this issue as I cannot get a response back from this company other than when I call or email and I am told that I would be contacted at a future date or have someone out to my home at the end of the week."Response: We have several options for contacting our office and support team. A customer can call in, email, stop in at our office or even chat online. Additionally we go above and beyond to support our customers to the very best of our ability using every tool we have available. In this case had the customer been willing ,at any time, to troubleshoot the issue we could have done this. The one time we spoke with the customer we offered support but they declined and requested that we contact them the next day, Friday in the afternoon. The next day we called the cell number that Mrs. [redacted] had provided but no one answered and voicemail had not been set up for that mobile number. We called once again on Monday and got the same result at which time we were forced to call the only number we have on file for them that does have voice mail. We left a message requesting that they contact us to troubleshoot the issue further and left our office number so they could reach us at their earliest convenience, but the customer never responded or returned the call.Contact since complaint: After we received the complaint to the Revdex.com, we attempted to contact the client via their primary contact number. There was no response, so we left a brief message for them to call us back. Mr. [redacted] then sent an email admonishing us for not calling him at his number and for leaving a “terse” voicemail. We then attempted to call him at his number and received the same results as previous attempts: no answer, no voicemail set up. After that, we sent Mr. [redacted] an email to contact us at his earliest convenience to resolve the issue, and we have still received no response.Resolution: There are a number of factors that can cause slow internet speeds, not only issues with our equipment but with the client’s equipment as well. We would like to send a technician to inspect the antenna, its alignment and the client’s equipment like wifi router, cables etc. Additionally we would like to point the customer antenna to our newest tower that we put up the beginning of December; however, in order to do anything at the client’s residence, we need them to return our phone calls so we can schedule the service call. We are committed to providing excellent customer service and internet service to all of our clients, and we have no reason to not provide the same service to this client. We are willing to issue a credit to the client for the difference between the 6 Mbps package they were set up for and the 3 Mbps they were receiving per their complaint, from the time of initial contact on November 3rd, 2015.We keep a log of all calls, emails and technical documentation, and we can and will provide these upon request.Our main office phone number is [redacted]. Our technical and billing email is [redacted], You can also chat with us on our website [redacted] during business hours or leave a message. Please note that all of this information is available on our website.We are looking forward to hear from this client to set an appointment so we can check the setup and take care of the issues.Thank You[redacted]

Owner | Konceptio Data Services, LLC DBA KDS Networks

Snail Mail: [redacted]

Office: [redacted]

Robert at KDS is very knowledgeable and helpful. Very good internet service and more importantly good customer service. Local business mentality which is friendly personalized service.