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 versaI 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 gaming systems, up to smart phones, Netflix streaming and a work computer This is incorrect information While we do have two gaming systems and 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 serviceThe technician I spoke with on February 6, 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:a.mwhen 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 hours on the phone with himThe original installers, Adam and Yvonne, arrived and spent about 20-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-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 hours of my time 'troubleshooting' this installation and am now left with repairs to be made to my homeI originally requested the full amount charged to be waived; however, am agreeing to pay half of the bill - $to provide partial cost coverage for the install and service call The pick up of the radio equipment came with less than minutes notice and was because Adam was in the area Regards, [redacted]
Our business decision to no longer cell mobility service has no effect on our current support of existing customersWe 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 informationWe recommend that customer contact Bugtussel Technical Support for further troubleshooting of this issue
I drove 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 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 meObviously 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 pageOverall I am very disappointed with the outcome
Hello ***, I apologize for the inconvenienceOur collection policy was quoted properly by our customer service rep you spoke toWhen a customer is suspended times in a month time frame the customer will owe whatever is due plus the next month and the reconnect feeWe do not have contracts or credit checks and offer unlimited data to our customers so we do have to be strict about the billing proceduresI certainly understand your frustration and would be willing to meet half way and waive the reconnect fee but still have the next month dueThis would be a one-time exception and would be listed as such on your account if you acceptI do apologize for the hassle but all companies have to have some form of billing requirements in place Thank you
Hello, While I understand your side of this I believe we did our due diligence with explaining why we charged what we didWhen 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 upWe 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 customerI'm going to attach a Word document with correspondence that shows why we decided to charge what we didThank you
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]
Hi ***, My name is [redacted] and I'm the Director of Sales & MarketingI do understand your concerns and as a member of management I can assure you no one denies that there's an issue on that siteIn fact, that road and that lake have long been problematic for us as it's just simply not a good locationIE: Heavily wooded and down in a valleySimply not good for long term wireless signalHowever, we've had our RF engineering team take a look at your house to see if there's any other optionsWe are going to have our head installer, his name is also ***, 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
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 versaI 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 gaming systems, up to smart phones, Netflix streaming and a work computer This is incorrect information While we do have two gaming systems and 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 serviceThe technician I spoke with on February 6, 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:a.mwhen 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 hours on the phone with himThe original installers, Adam and Yvonne, arrived and spent about 20-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-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 hours of my time 'troubleshooting' this installation and am now left with repairs to be made to my homeI originally requested the full amount charged to be waived; however, am agreeing to pay half of the bill - $to provide partial cost coverage for the install and service call The pick up of the radio equipment came with less than minutes notice and was because Adam was in the area Regards, [redacted]
Our business decision to no longer cell mobility service has no effect on our current support of existing customersWe 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 informationWe recommend that customer contact Bugtussel Technical Support for further troubleshooting of this issue
I drove 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 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 meObviously 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 pageOverall I am very disappointed with the outcome
Hello ***, I apologize for the inconvenienceOur collection policy was quoted properly by our customer service rep you spoke toWhen a customer is suspended times in a month time frame the customer will owe whatever is due plus the next month and the reconnect feeWe do not have contracts or credit checks and offer unlimited data to our customers so we do have to be strict about the billing proceduresI certainly understand your frustration and would be willing to meet half way and waive the reconnect fee but still have the next month dueThis would be a one-time exception and would be listed as such on your account if you acceptI do apologize for the hassle but all companies have to have some form of billing requirements in place Thank you
Hello, While I understand your side of this I believe we did our due diligence with explaining why we charged what we didWhen 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 upWe 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 customerI'm going to attach a Word document with correspondence that shows why we decided to charge what we didThank you
What a great experience with Bugtussel Wireless!! Thank you, Sandy, for going above and beyond for your customer!
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]
Hi ***, My name is [redacted] and I'm the Director of Sales & MarketingI do understand your concerns and as a member of management I can assure you no one denies that there's an issue on that siteIn fact, that road and that lake have long been problematic for us as it's just simply not a good locationIE: Heavily wooded and down in a valleySimply not good for long term wireless signalHowever, we've had our RF engineering team take a look at your house to see if there's any other optionsWe are going to have our head installer, his name is also ***, 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