Metro-Tel

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 dispute.
Please enter your reason(s) for rejecting the business response below.We were told the installation would take one day. The installation as Metro Tel states in his response took "4 or 5 days." When the technician claimed to have completed the installation our phone system was not installed correctly, nor had we been trained on how to use the new phone system like [redacted] promised.  We also were waiting on a user manual. That is why the payment was delayed.  Metro Tel states in his response it is a "Two way Street" Metro Tel did not finish the install because the technician did not know how to finish it! We had several unanswered questions and could not get a response back from Metro Tel. We never confirmed the system to be working because we did not know how to operate it nor did we have all the functions I was promised when negotiating with Metro Tel. We do have several lines and each of them forward into a main line. I do not claim to be a phone system expert and told this to Jim on the initial visit. He stated he could handle it and would figure it out. Perhaps he should have investigated the previous system to find out more details about our phone line set up, before he bid the job.?  I was told it would take one day for install and he had 30+ years experience and Metro Tel could handle it. We recently tried to change the extension names on our phones and are not able to do so. We discovered there needs to be an "admin" button installed on the phone to change the extension names. We do not have an admin button on any of our phones. My office staff called Metro Tel and spoke to [redacted] and she asked if he installed an admin button and he said he thought he did and we should have one. She asked him if that is something Metro Tel installs in every system? He stated "I do now, I may have missed that when I did your install" We were told we would be able to program our phones when we negotiated the contract with Metro Tel. We are not able to do this because we lack a significant button that prevents us from operating our phones the way we understood we would be able to when we signed the contract with Metro Tel. We are just now discovering this because we were never fully trained on the new system and did not understand what we were lacking. [redacted] (the technician that installed our phones) was not experienced enough to do the training. We dealt with it at the time and now we do not have a fully functional system as promised. This lack of customer service and breach of contract should not be accepted by the Revdex.com and this company should not be allowed to get away with this.
Regards,
[redacted]

ZENITH:We were told the installation would take one dayMETRO-TEL--The customer was using the system the first
day! ZENITH: The installation as Metro Tel states in his
response took "or days." Response:
[redacted] ,Zeniths Office Manger, ordered two more
phones the following day and they were
installed or days later) Customer: When the technician claimed to have
completed the installation our phone system was not installed correctly, nor
had we been trained on how to use the new phone system like [redacted]
promised. Response: Not true, the phone
system was fully operational. And we did train everyone . We
then came back out and helped the receptionist individually. ZENITH : We also were waiting on a user manualThat is why the payment was
delayedResponse: That's a lie AND a lame excuse not
to pay us and use our money because [redacted] was told from the very beginning to go
to our web-site wwwmetro-tel.com, click on "user guides" and
download anything they wanted for FREE. ZENITH:Metro Tel states in his response it is a
"Two way Street" Metro Tel did not finish the install
because the technician did not know how to finish it! We had several
unanswered questions and could not get a response back from Metro TelWe never
confirmed the system to be working because we did not know how to operate it
nor did we have all the functions I was promised when negotiating with Metro
Tel. METRO-TEL: NOT true , please reference the customers first statement stating that we finished the install in or days.( Around 5/20/to 5/21/15) After many promises along with lame excuses from [redacted] were made, such as "we're waiting on a big check to come in" or requesting (already provided) user guides, or her requesting more training but not making herself available for us to help her! We are talking about some very unprofessional, impossible to please, behavior! In addition, we had to endure [redacted] complaints:i.e. her plugging a new phones set into a fax machine jacks and then complaining "you installed it wrong" or us getting blamed for CHARTER COMMUNICATIONS (their provider) having static issues or being downWe found Zeniths Office Manager ,[redacted]'s behavior to be quite LOUD, mercurial , presumptuous , EXTREMELY impolite, and unfair.
ZENITH--We do have several lines and each of them
forward into a main lineI do not claim to be a phone system
expert (METRO-TEL : Then how can you make the claim that a phone system you have been successfully using for months was "not installed properly'!) and told this to Jim on the initial visitHe stated he could handle it
and would figure it outPerhaps he should have investigated the previous
system to find out more details about our phone line set up, before he bid the
job.? I was told it would take one day for install and he had 30+
years experience and Metro Tel could handle it. METRO-TEL: WE DID HANDLE IT, and we did so in spite of [redacted] giving us INCORRECT installation /incoming line information, not accepting responsibility for misdirecting us, and then unappreciatively and unfairly saddling METRO-TEL with the responsibility of cleaning up her CHARTER COMMUNICATIONS incoming line mess. ZENITH--We recently tried to change the extension names on our phones
and are not able to do soWe discovered there needs to be an
"admin" button installed on the phone to change the extension names
We do not have an admin button on any of our phonesMy office staff called
Metro Tel and spoke to [redacted] and she asked if he installed an admin
button and he said he thought he did and we should have oneShe asked him if
that is something Metro Tel installs in every system? He stated "I do now,
I may have missed that when I did your install METRO-TEL--[redacted] , says he NEVER made that statementWe were told we would
be able to program our phones when we negotiated the contract with Metro
TelWe are not able to do this because we lack a significant button that
prevents us from operating our phones the way we understood we would be able to
when we signed the contract with Metro TelWe are just now discovering
this because we were never fully trained on the new system and did not
understand what we were lacking[redacted] (the technician that installed our
phones) was not experienced enough to do the trainingWe dealt with it at the
time and now we do not have a fully functional system as promisedMETRO-TEL--NOT TRUE, they have been successfully using the phone system for months!!! Zeniths Labor Warranty has expired months agoQUESTION: Is this "Admin" btn question the "linch pin" to this discourse?

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 dispute.
Please enter your reason(s) for rejecting the business response below.This back and forth nonsense is typical behavior from the owner of Metro Tel [redacted]. Never owning up to any wrong doing. What happened to the customer is right?  Where is the customer service? [redacted] made promises that he did not keep. [redacted]'s customer service is appalling! [redacted] sent over an unqualified person to install our phone system and he knows it! We did not know enough about the phone system when it was installed to know that it was not installed correctly. We trusted [redacted] to provide all the training and a complete phone system. We will stand by our complaint and have spoken to other former customers of Metro Tel that have had the same complaint as us. We have hired another Toshiba dealer and they stated they have heard of the bad customer service from Metro Tel. Lesson learned!
Regards,
[redacted]

To the Revdex.com of Fort
Worth--
Metro-tel installed a phone system for Zenith Roofing on May
16, (over months ago) On
that day, around 11:to 12:,
the installing technician , from the
customers parking lot, called
Metro-tel's officeThe technician started speaking in a loud fashion and was
fired on the spot for not conducting himself in the professional manner
consistant with Metro-tel policyHowever, Zeniths claim that they were without
phones is not true because Zenith
was already answering calls on the new phone
system or they were answering incoming calls via call forwarding from their
main line to someones cell phone during switchoverMetro-tel never leaves a
customer without the capability to answer incoming calls during a cutover
After the first technician left, another Metro-tel technician was on the job site within 20-minutes
to finish up programming. Zenith's
comment about our technicians utilizing tech support is actually a good thing.!
We select our manufacturers because they give us great support! Incidentally, the very next day the Office
Manager ([redacted]) ordered
additional telephones, which were installed in the next few days
We did everything
possible to please the Office Manager, [redacted] We even spent 6-unpaid
hours helping to unravel their CHARTER
COMMUNICATIONS bill, which [redacted] , did not understand(furthermore, CHARTERS services do not fall under Metro-tel's scope of responsiblilties )At
the beginning of the install we were given an inaccurate list phones numbers to
connect to their phone system We discovered that two or
three of them did not physically
exist at Zeniths office because they turned out to be "phantom" , off-site "virtual
numbers" that were to be forwarded
to Zenith's officeThis caused us a bit of confusion but, we figured it outAfter
many lengthy phone calls by Metro-tel to Charter and Zenith's other service providers
, we made the necessary adjustments
regarding their Phantom (off site) phone numbersIn or days we finished
up, including the delivery and installation of additional telephones to the system
After the phone
system installation was complete and confirmed
to be working properly by the customer , we had great difficulty in
getting Zeniths Office Manager, [redacted], to make good on her promise to pays usIt
took over a month after completion to get our final paymentAfter
several promised dates to be paid did not materialize, we would call for the
Office Manager and were told she is "unavailable"
or she simply would not accept our callsWhen we talked to the Bookeeper for payment we
were told "talk to the Office Manager because she has not given me approval to issue a
check"
This frustrating, back and forth stuff, went on for or weeks For this reason we had no choice but
to put Zenith on "pay in advance status" for future billable work.
A successful business transaction is a "two way street"We
definitley went the extra mile for Zenith .
In return, we were treated unfairly and disrespectfully by Zenith's
Office Manager
For over months Zenith's has been using a
well working and operational phone system to conduct business Metro-tel maintains that Zenith's claim that their phone
system was not installed properly is factually inaccurate