NCI Datacom, Inc.

NCI Datacom replaced the equipment and cabling on 8/29/
Customer did receive credit in the amount of $on 8/30/
Spoke to customer on 8/to inform her of the credit
We reviewed the account and customer was billed for a higher package than they were receiving
This has been
corrected as well

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We are in contact with customer to get this resolved. Per customer's son they have purchased a router from a local store, and since then they have been having issuesHe is returning the router and we will continue to offer support if the new router does not resolve the issue

Although the reviews on Ncidata.com's website sound very good, there certainly is a difference in reality that I've found and others, interestingly have told me about experiences with them. For one thing, the customer service can be greatly lacking professionalism, such as setting up a new system at a location for Internet Service. Another issue is getting what you're paying for as for speed. I don't think many people check to see what they're actually getting. One time, during a setup, a tech broke a glass item and would not clean up the mess and refused to replace it. Later, he did come back with a comparable item. They even will disconnect you without proper advance warning, leaving you without Internet service if you complain about the slow speed or getting less than what you're paying for. At the time, it appeared that they were over subscribed.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, in that they did contact us. However, this issue has been ongoing for the last several years, long before we bought a new router. We will wait and see if they have finally resolved this issue.As of today, we are still getting less than half the speed we pay for.
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]
Revdex.com,
I have reviewed the response made by NCI in reference to complaint ID [redacted] and find that this resolution is a little less satisfactory to me and should NCI again restrict my access below the agreed level would I need to start a new complaint or can I reopen THIS complaint?
Thankyou for your help in this matter,
[redacted]

Thank you for bringing this to our attention. We have been in contact with this customer and have an ongoing conversation with him. We have resolved this issue by removing the upgrade charges and leaving the upgraded equipment for him to use for his internet connection.We are continuing to...

follow up with our customer to ensure his questions are answered and that his issues are resolved. Please feel free to contact me with any questions. [redacted] Office ManagerNCI Datacom

Review: I perchesed a minimum internet service plan speed of 3Mbps and prepaid for a one year term. my service speed was slower than advertised, the company's catch fraise " you get the speed" is meant to express the stated amount is maximum speed allowed. I feel this to be misleading as I was never getting this advertised speed. As my usage increased I suddenly noticed my connection speed greatly reduced. I complained to NCI and they erroneously claimed the equipment I had purchased from them was not capable of producing a speed greater than 1.5Mbps and convinced me to upgrade to newer equipment in order to be capable of receiving the 3Mbps I had paid for.

When the service tec had finished installing the (new) equipment it could NOT run at the 3Mbps speed until the provider increased the bandwidth to a maximum speed of 3Mbps. I tested the (old) equipment before the tec disabled it and the speed was not significantly slower than the newer equipment. I used the upgraded equipment and found it to be unsatisfactory. When I complained about the upgraded service my account was blocked within days of my complaint.Desired Settlement: I would like NCI to remove the upgraded equipment and refund the fee charged for the upgrade, also enable my old equipment and provide the 3Mbps speed as agreed for the remainder of the service agreement. I should also receive a credit for the time I did not receive the 3Mbps speed I have paid for.

Business

Response:

Thank you for bringing this to our attention. We have been in contact with this customer and have an ongoing conversation with him. We have resolved this issue by removing the upgrade charges and leaving the upgraded equipment for him to use for his internet connection.

Review: First off when I called to inquire on services I was never told of a contract. Even after I called back after the site survey was conducted was I made aware of a contract. I had internet installed on 12/4/2013. Our internet was not working up to the service promised. We couldnt even get through one movie without it constantly buffering and pausing. I called nci within hours and said if this is the service you provide I do not want it. The gal on the phone said oh it should be working but recommended the higher speed for [redacted] and there was a week trial. So I agreed. Still wasnt working by 5:00 the same business day it was installed and I called yet again and spoke to the same gal. She had me try doing a speed test and did not like the results and was going to send a technician out the next day. I voiced my concerns over it and said if this is the service you provide then cancel it. Then at this time I was made aware of said contract. I then read my paperwork. The technician came out the next day and there was interference with the ip address so he changed it. Also said my router was going bad. I dont believe this is so. It wasn't bad until they touched it. Worked just fine with our previous internet provider. It is their service. My internet still has very horrible patchy service and I do not wish to continue with NCI. I feel 1) I was taken advantage of 2) their service is not up to what they say it is 3) I was told there was a free trial and was not made aware of a contract until after it was installed 4) I believe I called in plenty of time to cancel my services according to my consumer rights. When we contacted NCI again they agreed to come get their equipment and cancel the services however would not refund the $35 for the first month which we only had for less than 7 days and told us we should just be happy we didn't have to pay the 12 months. Now my router is toast thanks to NCI and I am out the $35. I would like a refund of the $35.Desired Settlement: I would like a refund of my $35 due to the fact their services were not up to what they said they were.

Business

Response:

Re: ID [redacted]

Thank you for bringing this to our attention. We have issued a refund effective today January 6th 2014.

Sincerely

(509)826-0300

Consumer

Response:

[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.]

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,