We have always been given very good service with Bug TusselSince they came to our area outside the Town of Wild Rose, Wi, we have had nothing but super service with themWe do not have our local phone connected to themFor the Internet onlyYes, there have been problems in the beginning and every years the outside box goes to heck and they replace it after we do testing with them on the phoneWe get great high speed internet, and for the price, it cannot be beatYes there are plenty of spots that the signal cannot reach, but that is because of the interference with the tall pine trees around the areaWe have had very few issues with that and our house is surrounded by pines and hardwoodsWe are very pleased with the service of tech support and customer service
absolutely the worst provider I have ever hadI have had countless issues with dropped calls that are localMy lake house on lake Irrogamie has ZERO signal mile from the towerMy internet is miles from the tower and we are dropping always at mbps we cannot even enjoy a show without interruption..yes I am challenged with the service but this is an accurate observation without exaggeration and if we were not moving soon I would pay double for a reliable provider and not have to take my time and be on hold and or drive to there local office
and be told what they cannot do and to give me a number or be told some one will contact me soon and yet NO RESPONSE!!!!!!!
Bugtussel Wireless has been notified of customer issues, and currently has an open trouble ticket on this for investigation (Ticket # ***)
We are waiting for specific call details from customer in order to determine:
1) Whether this is a poor coverage area, which would not be resolve-able 2) Whether this is a yet to be discovered issue that may be able to be resolved
We will be able to follow up with consumer once we are given specific call examples, in order to trace these and identify where the calls are failing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Hello [redacted],
I apologize for the inconvenience. Our collection policy was quoted properly by our customer service rep you spoke to. When a customer is suspended 3 times in a 12 month time frame the customer will owe whatever is due plus the next month and the reconnect fee. We do not have...
contracts or credit checks and offer unlimited data to our customers so we do have to be strict about the billing procedures. I certainly understand your frustration and would be willing to meet half way and waive the reconnect fee but still have the next month due. This would be a one-time exception and would be listed as such on your account if you accept. I do apologize for the hassle but all companies have to have some form of billing requirements in place.
Thank you.
I drove 20 miles to the watoma store in order to sign up for service and was told by the store clerk that my area might not be covered. She said my only option for service was to have a tech come out to verify it even though this solution was not good for me. She made excuses that it would take at least an hour for her to set the unit up and if it did not work at my location she would have too much paperwork to fill out ( the store was open for another 3 hours). As I left the store I told her that I would contact the corporate office and tell them she denied me service. I called Bug Tussel corporate and explained my situation. They verified my loctation and felt it should get acceptable sevice. I returned to the store and was told by the clerk that she would not talk to me... Obviously upset that I contacted her corporate office and that they were able to seemingly resolve my situation. She asked me to leave the store or she would call the police. The only reason I went to the wautoma store in the first place was because it was suggested by their baraboo store. I do believe the company means well and tries to do good business but watch out for the information at the stores. They don't seem to be on the same page.... Overall I am very disappointed with the outcome.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
as a small new business owner that relies on having cell phone service, not working and bad coverage in this area cost lost of business for my towing company. in any new business you have only so little time to make it work . and I gave bugtussel wireless several calls on the destitute service I am getting , that customers could not get me when they call . so I can not have a cell phone service that has bad coverage and towers not working nor going down in bad weather all the time. affordable towing llc [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our business decision to no longer cell mobility service has no effect on our current support of existing customers. We have a trouble ticket open and have made numerous requests for follow up with customer to assist in resolving this issue, and have not gotten the required information. We recommend that customer contact Bugtussel Technical Support for further troubleshooting of this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.It is clear that there has been incorrect information relayed from me to the company and vice versa. I was quite clear that we did not expect to be able to use all of the devices we have, but had hoped that it would be improved service compared to our current provider, which provides unlimited data. [redacted] knew exactly what we had in the home, our existing internet service and continued to sell us a product that would in no way match, or be better, than our existing service. The information as stated in the ticket (per Bug Tussel's response) indicated that we were using 2 gaming systems, up to 8 smart phones, Netflix streaming and a work computer. This is incorrect information. While we do have two gaming systems and 6 smartphones (of which we use our cellular data), we typically use one gaming system at a time, were hoping to be able to stream Netflix and my work computer is actually a personal tablet with which I would occasionally check email. At multiple times, during the sales pitch and installation, representatives of Bug Tussel implied that while it won't do everything, we should have no issues with the level of service.
The technician I spoke with on February 6, 2016 indicated that there were obvious issues interfering with our service. He was quite bothered with the information he was viewing on his screen and with what I shared regarding our limited ability to use the internet, to even check email. We were not able to check email at 4:00 a.m. when no one else was on our internet service. He walked us through several steps to attempt to correct the issue and then indicated that he would need to submit a ticket. This was after approximately 1.25 hours on the phone with him.
The original installers, Adam and Yvonne, arrived and spent about 20-30 minutes attempting to troubleshoot the issue and ultimately rebooted the system. It appeared to be working again when they left, but this only lasted for another 1-2 days. At that time, I decided that the service through Bug Tussel was worse than our existing provider and chose to cancel the services. I would have cancelled within the 14-day window (on 2/6/16) if the technician informed me that by allowing further troubleshooting I would be voiding my ability to cancel without fee. How many times is a customer expected to troubleshoot an issue with a service provider? Exactly how much is my time worth? I spent nearly 6 hours of my time 'troubleshooting' this installation and am now left with repairs to be made to my home.
I originally requested the full amount charged to be waived; however, am agreeing to pay half of the bill - $140.05 to provide partial cost coverage for the install and service call. The pick up of the radio equipment came with less than 30 minutes notice and was because Adam was in the area.
Regards,
[redacted]
Hello,
While I understand your side of this I believe we did our due diligence with explaining why we charged what we did. When this was researched in February it was determined to deny the request to be credited back because it costs us a good amount of money to hook a customer up. We have...
documented conversations with [redacted] (the sales person) that state you knew the capability of the systems and we also tried to troubleshoot but it was denied by the customer. I'm going to attach a Word document with correspondence that shows why we decided to charge what we did. Thank you.
Hi [redacted],
My name is [redacted] and I'm the Director of Sales & Marketing. I do understand your concerns and as a member of management I can assure you no one denies that there's an issue on that site. In fact, that road and that lake have long been problematic for us as it's just simply not...
a good location. IE: Heavily wooded and down in a valley. Simply not good for long term wireless signal. However, we've had our RF engineering team take a look at your house to see if there's any other options. We are going to have our head installer, his name is also [redacted], come out to you to see what's going on, see if he can make it better and if not explain why it has all happened.
You should be receiving a call soon from Amanda to get [redacted] out there to you.
Thank you.
We have always been given very good service with Bug TusselSince they came to our area outside the Town of Wild Rose, Wi, we have had nothing but super service with themWe do not have our local phone connected to themFor the Internet onlyYes, there have been problems in the beginning and every years the outside box goes to heck and they replace it after we do testing with them on the phoneWe get great high speed internet, and for the price, it cannot be beatYes there are plenty of spots that the signal cannot reach, but that is because of the interference with the tall pine trees around the areaWe have had very few issues with that and our house is surrounded by pines and hardwoodsWe are very pleased with the service of tech support and customer service
absolutely the worst provider I have ever hadI have had countless issues with dropped calls that are localMy lake house on lake Irrogamie has ZERO signal mile from the towerMy internet is miles from the tower and we are dropping always at mbps we cannot even enjoy a show without interruption..yes I am challenged with the service but this is an accurate observation without exaggeration and if we were not moving soon I would pay double for a reliable provider and not have to take my time and be on hold and or drive to there local office
and be told what they cannot do and to give me a number or be told some one will contact me soon and yet NO RESPONSE!!!!!!!
Bugtussel Wireless has been notified of customer issues, and currently has an open trouble ticket on this for investigation (Ticket # ***)
We are waiting for specific call details from customer in order to determine:
1) Whether this is a poor coverage area, which would not be resolve-able 2) Whether this is a yet to be discovered issue that may be able to be resolved
We will be able to follow up with consumer once we are given specific call examples, in order to trace these and identify where the calls are failing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Hello [redacted],
I apologize for the inconvenience. Our collection policy was quoted properly by our customer service rep you spoke to. When a customer is suspended 3 times in a 12 month time frame the customer will owe whatever is due plus the next month and the reconnect fee. We do not have...
contracts or credit checks and offer unlimited data to our customers so we do have to be strict about the billing procedures. I certainly understand your frustration and would be willing to meet half way and waive the reconnect fee but still have the next month due. This would be a one-time exception and would be listed as such on your account if you accept. I do apologize for the hassle but all companies have to have some form of billing requirements in place.
Thank you.
What a great experience with Bugtussel Wireless!! Thank you, Sandy, for going above and beyond for your customer!
I drove 20 miles to the watoma store in order to sign up for service and was told by the store clerk that my area might not be covered. She said my only option for service was to have a tech come out to verify it even though this solution was not good for me. She made excuses that it would take at least an hour for her to set the unit up and if it did not work at my location she would have too much paperwork to fill out ( the store was open for another 3 hours). As I left the store I told her that I would contact the corporate office and tell them she denied me service. I called Bug Tussel corporate and explained my situation. They verified my loctation and felt it should get acceptable sevice. I returned to the store and was told by the clerk that she would not talk to me... Obviously upset that I contacted her corporate office and that they were able to seemingly resolve my situation. She asked me to leave the store or she would call the police. The only reason I went to the wautoma store in the first place was because it was suggested by their baraboo store. I do believe the company means well and tries to do good business but watch out for the information at the stores. They don't seem to be on the same page.... Overall I am very disappointed with the outcome.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
as a small new business owner that relies on having cell phone service, not working and bad coverage in this area cost lost of business for my towing company. in any new business you have only so little time to make it work . and I gave bugtussel wireless several calls on the destitute service I am getting , that customers could not get me when they call . so I can not have a cell phone service that has bad coverage and towers not working nor going down in bad weather all the time. affordable towing llc [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our business decision to no longer cell mobility service has no effect on our current support of existing customers. We have a trouble ticket open and have made numerous requests for follow up with customer to assist in resolving this issue, and have not gotten the required information. We recommend that customer contact Bugtussel Technical Support for further troubleshooting of this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.It is clear that there has been incorrect information relayed from me to the company and vice versa. I was quite clear that we did not expect to be able to use all of the devices we have, but had hoped that it would be improved service compared to our current provider, which provides unlimited data. [redacted] knew exactly what we had in the home, our existing internet service and continued to sell us a product that would in no way match, or be better, than our existing service. The information as stated in the ticket (per Bug Tussel's response) indicated that we were using 2 gaming systems, up to 8 smart phones, Netflix streaming and a work computer. This is incorrect information. While we do have two gaming systems and 6 smartphones (of which we use our cellular data), we typically use one gaming system at a time, were hoping to be able to stream Netflix and my work computer is actually a personal tablet with which I would occasionally check email. At multiple times, during the sales pitch and installation, representatives of Bug Tussel implied that while it won't do everything, we should have no issues with the level of service.
The technician I spoke with on February 6, 2016 indicated that there were obvious issues interfering with our service. He was quite bothered with the information he was viewing on his screen and with what I shared regarding our limited ability to use the internet, to even check email. We were not able to check email at 4:00 a.m. when no one else was on our internet service. He walked us through several steps to attempt to correct the issue and then indicated that he would need to submit a ticket. This was after approximately 1.25 hours on the phone with him.
The original installers, Adam and Yvonne, arrived and spent about 20-30 minutes attempting to troubleshoot the issue and ultimately rebooted the system. It appeared to be working again when they left, but this only lasted for another 1-2 days. At that time, I decided that the service through Bug Tussel was worse than our existing provider and chose to cancel the services. I would have cancelled within the 14-day window (on 2/6/16) if the technician informed me that by allowing further troubleshooting I would be voiding my ability to cancel without fee. How many times is a customer expected to troubleshoot an issue with a service provider? Exactly how much is my time worth? I spent nearly 6 hours of my time 'troubleshooting' this installation and am now left with repairs to be made to my home.
I originally requested the full amount charged to be waived; however, am agreeing to pay half of the bill - $140.05 to provide partial cost coverage for the install and service call. The pick up of the radio equipment came with less than 30 minutes notice and was because Adam was in the area.
Regards,
[redacted]
Hello,
While I understand your side of this I believe we did our due diligence with explaining why we charged what we did. When this was researched in February it was determined to deny the request to be credited back because it costs us a good amount of money to hook a customer up. We have...
documented conversations with [redacted] (the sales person) that state you knew the capability of the systems and we also tried to troubleshoot but it was denied by the customer. I'm going to attach a Word document with correspondence that shows why we decided to charge what we did. Thank you.
Hi [redacted],
My name is [redacted] and I'm the Director of Sales & Marketing. I do understand your concerns and as a member of management I can assure you no one denies that there's an issue on that site. In fact, that road and that lake have long been problematic for us as it's just simply not...
a good location. IE: Heavily wooded and down in a valley. Simply not good for long term wireless signal. However, we've had our RF engineering team take a look at your house to see if there's any other options. We are going to have our head installer, his name is also [redacted], come out to you to see what's going on, see if he can make it better and if not explain why it has all happened.
You should be receiving a call soon from Amanda to get [redacted] out there to you.
Thank you.