MTA Inc.

Ms***'s husband called MTA to move their internet service and was quoted a mid-March due dateThis customer was upset that they were charged for service until the new location could get internet service installedWe had our Customer Service Supervisor call Ms*** to resolve
this complaintOur supervisor and Ms*** came to a resolution of a credit from the date her husband called to transfer service to the date the service began working at the new location and waived the late feeCustomer is satisfied

IP DECT Base Unit: The IP Office system, including the IP DECT Base Unit, were installed in November 2013. All of the equipment was working (tested and verified with the customer), prior to our technician departing the site (Bethel, Alaska). We generated a trouble ticket for the DECT Base Unit...

in August of 2014. The [redacted] was supposed to send us the device for testing and did not at that time. We closed the original trouble ticket in October 2014. Once we finally received the IP DECT Base Unit we completed testing and informed the [redacted] (through [redacted] of [redacted]) that their DECT Base Unit was no longer in operation and they would need to purchase a new Base Unit. [redacted] responded to our e-mail stating that the original trouble ticket was generated within the warranty time frame. While this is a correct statement, the customer did not send us the equipment prior to the expiration of the warranty for replacement for testing. Despite this discrepancy we opted to replace the DECT Base Unit for the customer at no charge. The customer has received the new DECT Base Unit. They have not been able to get it to sync with their IP DECT Telephone. We have scheduled a technician (with the customer) to work with them remotely on June 3, 2015 to complete the installation of the new IP DECT Base Unit. Voicemail Pro Server – Password reset: On 5/14/2015, [redacted] sent an e-mail asking for the log in and password for the IPO Voicemail Pro Server. Their IT provider, [redacted], needed to update the Windows software on the server to match the rest of the [redacted] network. [redacted], MTA’s employee, called her that day and left a voicemail message explaining that we did not have the log in and password for the Server. We provided that information to [redacted] and her original IT Support Staff when we installed the IP Office system. [redacted] also informed her that the only way for us to reset the log in and password information for the Voicemail Pro Server was to utilize an Avaya Technician Level log in and password within the Voicemail Pro Application. This can only be completed by Avaya Technicians or Avaya Certified Technicians. This is not access information we can provide to a customer.  [redacted] communicated with [redacted] that this would require a billable site visit. On 5/15/2015 [redacted] followed up with an email. She replied stating that they were not going to pay for a site visit when we could just provide the information over the telephone. [redacted] reiterated the situation via a follow up e-mail. [redacted] continued to express her dissatisfaction with having to pay for a log in and password. At that point we scheduled a technician at no charge, who completed the process on 5/21/2015.