Microcom

The customer states in the beginning of her complaint that she "has NO complaint with Microcom"  this complaint should be issued to [redacted].  Microcom is a third party retailer for [redacted]. I have no notes to indicate that the customer was having issues with her service provider...

[redacted].  It does not appear that she has called in to Microcom for assistance in this regard.   Regarding customer time without service.  If customer had called into Microcom to request assistance with her provider, we would have been able to call with her to attempt to get her billing issues resolved. Most of these customer complaints are in the customer agreement, customers do sign their agreement electronically, however, they can review an agreement on line at any time. If it is not too late, the customer can contact Microcom and for the charge of a residential service call we will come remove the tria for the customer off her antenna, then she would just return via u.s. mail to the provider [redacted], this would alleviate the charges of un-returned equipment fees and or a refund for the customer, we are not sure of the status at this point.  Microcom usually recommends that a customer attempt to resolve their account issues with the provider directly, however, this customer could have contacted us for assistance when she could not get quality help from the provider, we would have been happy to assist.

7/28/15 Mr. [redacted] called in due to discontinued Starband system
8/4/15 customer purchased Hughes Net system
9/4/15customer was advised that due to storm system moving through area this would prevent    the tech from locking on to the satellite, customer would need to be...

rescheduled
9/18/15 customer spoke with his sales representative or he would cancel his new service
9/18/15 sales representative called the dispatch department regarding scheduling tech; wanted install prior to 9/30; he was advised by our dispatch team that they would contact technician, and would be updated by the dispatch team by 9/21 to determine customer request
9/21/15  the customer spoke with the dispatch Manager;  he stated that he would just come in and pick up the equipment because he didn’t want to wait any longer for the technician and that he had an IT team that could install it for him at his location.
9/21/15 Technician activated customer's’ modem in house due to customer request; this started the 2 year contract obligation.  
9/22/15 Customer came in and picked up his equipment for his IT team to install.  Signed the paperwork for the equipment; which includes the disclosure for 20% restocking fee.  
10/19/15 Customer called in stated that he needed to speak with our technician;  he was advised that the technician will not be able to come to his location
11/4/14 Customer called in and stated that his IT team could not get the system up and running.  He stated that his team didn’t have the proper tools and he would like to return the equipment.  Customer was advised that by his decision to self install he was in contract, he was advised again about the 20% restocking fee.  The customer did not want to contact the provider at this time that he was busy and would call back.  
11/23/15 Customer called back for assistance with the provider; we assisted the customer by contacting the provider to remove him from his contract obligation. The only request from the provider was to get a faxed document into the provider indicating we were unable to install.
the customer indicated at that time he would not be able to return equipment due to winter road closures.    
12/28/15 Customer called back because he had not heard anything regarding letter to provider.  We immediately sent the letter into the provider indicating Microcom unable to install and to remove the customer from his contract obligation. The customer indicated at that time he would return the equipment after the 1st .  
12/29/15 Customer returned equipment.  Refund request was processed.
1/8/16  Customer’s refund was sent out via USPS for purchase price minus the 20% restocking fee.
2/3/15 Spoke with the customer regarding his refund we advised check was mailed.  Customer stated that he was not at the location and would check when he returned.
2/9/15 Customer called in regarding his refund check was not the correct amount.  The customer was advised that the 20% restocking fee was taken out as stated previously on many occasions and as stated on purchase invoice.  Customer thanked us and hung up.
2/11/15 Customer called in being extremely rude, using vulgar words and yelling.  He was refusing to give his name and phone number; when agent advised in order to assist the customer we needed his information he refused again and stated that he was going to continue to call until he got the President or CEO of company.  
2/12/15  Revdex.com complaint submitted.
2/16/15   Customer called again; beyond rude, using vulgar language, threatening lawsuits to microcom, and threatening civil suits to our sales representative regarding the $100 dollar restocking fee.
Mr. [redacted] lives in rural Alaska,  the road system is often times closed and is certainly difficult to access during winter months without the proper vehicle.  This unfortunate situation has occurred because this customer could not get installed in the time frame he wanted to work under. After the order was established and we were attempting to schedule we then realized that the customer is extremely rural, which he had not disclosed. What this means is that we have to schedule a technician for an entire day to install and service this one location.
When we could not get him scheduled the customer called had made a decision that he would install it himself because he had a great IT guy on site. At that time we made a decision and advised the customer that we would activate his modem here on site and he could pick up his equipment as requested for his team to install since he was confident they would be successful, thinking we were providing extended customer service since we could not roll to his location in the time frame he was hoping.  ‘
When the customer realized that his team was not going to be able to install successfully, as he portrayed,  he called us blaming Microcom for all his issues.  We advised the customer once again we would try to assist. Our escalations team called the provider with the customer and was able to release him from his contract.  This customer went into contract due to his insistence to self install.  Our escalations team wrote a letter on behalf of the customer stating we could not install at his location and customer was refunded any billing charges and released from contract. We refunded all equipment costs to the customer with the exception of the $100 restocking fee.  
During all of these calls listed the customer was well informed of the 20% restocking fee and has signed the agreement invoice to that fact.  He has been rude, using vulgar language, threatening staff and making repeated harassing calls into the company.