Nemont Communications Inc.

Review: Was lied to multiple times by customer service techs stating that the service provided was CABLE internet, Its actually dsl, which is less speed, and less reliability. When it was installed the tech left NO paperwork, no phone number and no wifi password.when I called into the company they could not find me in the system, and no help was recieved. Was told it was being escalated to higher authority and would receive a phone call back within 24 hours. This was friday night. called back the next day to find out I would not receive a call back until monday. This is the second misinformation I was given. I had to call the tech at his personal number to receive my wifi password, which was wrong. it wasnt until monday that I received the correct information. When I asked them to compensate me for the trouble, that was refused, stating they do not do that. This company is a sham, claiming to have been around for 50 years, I doubt they will last much longer.Desired Settlement: first month of service free.

Business

Response:

Nemont would like to thank you for the opportunity to respond to Ms. [redacted]’s complaint regarding the services she received. First and foremost, Nemont considers our customers first priority and strives to provide the best customer experience in installation, service and support. Because of this, we take any complaint by a customer very seriously and work diligently to provide a solution that works in the best interest of all parties involved. As a result, we have reviewed the complaint reported by our customer and found that our employees followed our service delivery policies and we feel we have made every attempt to satisfy this customer.

Please review the following timeline that exhibits Nemont’s interaction with Ms. [redacted].

1. Ms. [redacted] called into our office October 1st at 8:30 AM and requested broadband services.

2. Our Customer Service Representative (CSR) explained our available services and quoted pricing, bandwidth, modem options/charges and determined the required deposit based on the customer’s credit history.

Note: We have reviewed the 8 minute recording of this call and found no reference made to Cable Internet by the Nemont CSR or by the customer.

3. Ms. [redacted] came into our retail office that same day and presented a credit card for payment of deposit by the gentlemen that accompanied her. The Nemont CSR in the retail office issued the service order for installation 10/1/13 at 11:39 AM.

4. A CPNI authorization form was completed and signed by the customer that formally authorized the gentlemen with her, known as the “ boyfriend.” The customer appeared to have a good understanding of anticipated services/pricing and only inquired about the services that would be installed.

5. Per our CSR, the customer was quoted 10 business days for installation but an expectation was set that this could be sooner, depending on the regulated workload.

Ms. [redacted] then asked our CSR if she knew the servicemen and would be able to expedite the installation.

The CSR explained that though she did know the servicemen, she had no authority to prioritize their workload.

We were unable to identify any reference to Cable Internet by the Nemont CSR or the customer. In fact, our CSR did not know what Cable Internet was when asked.

6. The Nemont Servicemen made the first attempt to contact Ms. [redacted] to coordinate installation of services on 10/4/13 at 1:42 PM. A moment later, the customer called the serviceman back and stated that she was heading to work, but that her boyfriend would be at the location to grant him access. Per the serviceman’s statement, the boyfriend provided access to the apartment. The technician had to select one of two existing jacks at the location to install the DSL Modem; the kitchen and a bedroom. DSL was installed in the bedroom. The technician verified with the boyfriend that they would be using the wireless from the modem. The servicemen then provided the boyfriend the wireless key for the secured wireless and assisted him in obtaining a connection on the wireless device, and performed speed tests from the location to ensure proper installation of services. The technician also reports that the boyfriend responded “works great” when he inquired if there was anything else he could do for him.

Nemont outsources after hours and weekend support of residential services. The Tier 1 Support has limited visibility to our customer information for added customer security and provides only general technical information of our customers. Our escalation process on residential customers requires a ticket be created and escalated to our Nemont Tier 2 and is addressed the following business day. Ms. [redacted] would not yet have been visible in their system as she had only been installed three hours previous to her call and just before the close of business on Friday, October 4th.

7. Upon review of our Tier 1 Service Logs, we do find a call from Ms. [redacted] the very evening of the installation, 10/4/13 at 7:48 PM, in which she states ” they told her wireless passkey was her phone number”. Ms. [redacted] also stated that the technician failed to leave any paperwork with her passcode or phone number. Our Tier 1 technician attempted to assist her with obtaining and verifying her wireless key on the modem itself - they requested that she utilize the Ethernet cable. She stated she did not have one in this room and would have to move everything from one room to another. It is documented at 7:54 PM that the customer would like to be compensated for her trouble.

Tier 1 escalated the ticket for review to Nemont Tier 2 10/4/13 at 7:54 PM.

8. These logs then indicate that at 12:10AM, we received a call from Ms. [redacted] requesting an update. She again states that she is expecting compensation for her “downtime”. The Tier 1 technician explained that they cannot provide an exact ETA for Nemont Tier 2 because as business hours are Monday - Friday, 8 AM - 5 PM.

9. We then find testimony by the Nemont Serviceman that he was contacted on his cellphone Saturday, October 5 at 8:09 AM by Ms. [redacted]. She informed the serviceman that she needed her wireless code to utilize the wireless on her modem. The serviceman explained that he provided this information to her boyfriend at the time of installation. The customer stated that her boyfriend did not provide it to her. The technician then referred her to the modem box and asked her to read four digits written on it. The technician then explained to Ms. [redacted], like he had her boyfriend on install, that her wireless code is 406765xxxx. The technician specifically requested that she keep him on the phone until she had made a successful connection. The customer then stated “yep, it works” and hung up.

10. On Monday, 10/7/13 at 9:55 AM, Nemont Tier 2 responded to the weekend Tier 1 ticket. Ms. [redacted] was contacted and the wireless key is again provided. Ms. [redacted] then requested a $100.00 deposit on her account be returned to her for compensation for her trouble. The Nemont Tier 2 then contacted the issuing CSR to inquire on the funds to which the customer spoke and was informed this was a deposit based on credit history.

11. This information was then turned over to myself for review and customer follow up.

Below is the actual documentation from this interaction time/date stamped 10/7/13 @ 10:58 AM:

Ms. [redacted] stated the following complaints:

1. She was lied to at the time of sign up. She was told this was Cable Internet.

a. I apologized if she had been told that and agreed that we offer DSL - not cable.

2. She is unhappy with our pricing. She was told that if she received DSL without a phone it would be more expensive.

a. I explained that is absolutely correct.

3. She was not happy with having to pay deposits for her services.

4. DSL is not as stable as Cable and she is looking for a different provider.

5. She has had services all over the world and has never experienced these issues.

6. If I failed to give her the compensation she wants and that will make her happy - she will consider disconnecting.

a. I explained that I want her to be happy but that we must have cause to provide credit.

b. She then stated she may want to disconnect.

c. I offered to have a disconnect SO issued - She declined and stated she would rather turn us into the Revdex.com.

I explained the following:

1. The gentlemen at the location was the POC designated by herself for the installation.

2. The technician followed protocol and even offered her assistance on Saturday Morning.

3. The technician provided this gentlemen the Wireless information, assisted and tested the connectivity

at the time of install.

4. I verified with her that her services are up and functioning.

5. There is absolutely no grounds for credit. Deposits are based on a subscribers credit history and therefore nonnegotiable, especially after the fact. Credit Denied.

a. We will prorate the installation date to today for customer consideration.

b. I did not have the opportunity to provide the prorate information to the customer as she stated that "This conversation is annoying me " and hung up before I had the opportunity.

6. Retail in Plentywood has been notified and are well aware of this situation in the event that this customer comes in.

12. 10/7/13 @3:15 PM - Ms. [redacted] calls Nemont CSR and requests the servicemen return to her location and move her modem into another room. Notes on Work Order:

[redacted] CUSTOMER SAYS THAT HER INTERNET ISN'T WORKING AND SHE NEEDS THE MODEM MOVED TO HER BEDROOM AND JACK INSTALLED AND SHE DOESN'T WANT TO BE CHARGED FOR IT BECAUSE SHE WAS TOLD THAT IT WAS GOING TO BE CABLE INTERNET SO SHE DIDNT HA VE THE TECH INSTALL A JACK AT THE TIME OF INSTALL; SHE ALSO WANTS A DIFFERENT TECH;

**TECH PLEASE DO NOT GO TO THIS LOCATION ALONE AND UTILIZE FULL DOCUMENTATION. TMW. DISPUTE IN PROGRESS.

PLEASE DOCUMENT AND TEST WIRELESS IN EVERY ROOM IN THE HOUSE. TMW Had [redacted] call customer 10-7 at 4:15pm- Set up time of9:00-9:30 am 10/8/2013. [redacted]

10/7/13-[redacted] called in to change wireless password to "thebutcher214". Also changed SSID to "Butcher”. Confirmed with customer that she was online. Screen shots ofARP and DHCP from modem showing 2 devices connected.-LG Customer still very unstable-very verbally abusive towards Nemont. Kept conversation miminal. Her tower is now hard wired. Complete jrr 10/8.

NO CHARGE FOR JOB ORDER AS QUOTED. TMW

13. 10/7/13 at approx.4:20 PM, the customer called back into our Nemont Tier 2 and requested that her wireless SSID and wireless password be changed. The technician logged into her modem remotely and performed the requested tasks. The technician then verified that the customer was successfully online.

14. 10/7/13 at approx. 4:34 PM, Ms. [redacted] called into our office again. Please see the call logs below time/stamped:

VICTORIA CALLING BACK REQUESTING A MANAGER. TRANSFERRED FROM DAN.

Customer is extremely escalated. She is screaming that she has had nothing but problem with Nemont.

She states the following:

1. The tech refused to install the modem where she wanted it.

a. Tech did not interface the customer - boyfriend was POC for install and modem was installed in office.

b. She wants to use the service wirelessly but her game is cutting out.

c. She states that if she powers the modem off - her connectivity returns.

I expalined:

1.1 am currently able to log into her modem.

2.1 currently show two devices actively connected to her modem.

3. Asked her to verify she can get online.

a. Victoria begins yelling that she shut her computer off because she was going to put it through a wall and have a heart attack.

b. I explained that I need her to turn her computer on in order to attempt to troubleshoot any issue she is having.

4. Customer now states that her Internet is working?.

a. I then asked what the issue she is having if her Internet is working?

Answer: She states that her Internet actually drops off when she is gaming.

5.1 explain that we can certainly verify that her connection is stable: I will have her usage mapped and have her connectivity monitored with no issue.

Customer then escalated again regarding the pricing she is paying in Plentywood vs. Philadephia for these speeds.

I explained that there is a uncomparable customer base to support such services in Philadephia to Plentywood.

She then realizes that I am the same person she spoke with this morning.

I again discussed what she is paying for (10/1 DSL bundle portion is 65.00). Discussed again her option on Data Only.

Customer begins to de-escalate. We discuss the Work Order she requested with a separate servicemen in effort to expand wirless.

Let her know we will waive this ONE TIME.

Provided her my direct number and will monitor.

CONTACTED TECHS AND ASKED TO BRING TWO TECHS FOR CYA AND PLEASE TEST EVERY ROOM FOR CONNECTIVITY.

15. Again on 10/7/13 at approx. 5:00 PM -1 receive a VM from Ms. [redacted] on my direct line stating she is having issues.

Please see the call log below time/date stamped 10/7/13 at 5:25 PM:

VICTORIA CALLED BACK STATED THAT HER SPEEDS ARE ONLY AT THREE. SHE HAD JUST CALLED AND HAD HER WIRELESS KEY CHANGED BY LISA.

FOUND CUSTOMER WAS TESTING FROM AN OFF SPEEDTEST WEBSITE.

REDIRECTED TO NEMONT.

SPEEDTEST STILL QUESTIONSABLE.

HAD HER POWER CYCLE HER COMPUTER ONLY.

REPEA T - PERFECT 9.7M.

EXPLAINED THA T THERE HAD TO HA VE BEEN SOMETHING RUNNING IN THE BACKGROUND ON HER MACHINE AS THIS WAS THE ONLY FACTOR WE TOUCHED.

SHE THANKED ME FOR CALLING BACK AND IS SATIFIED FOR NOW.

SHE IS ANTICIPATING THE TECH ON HER WORK ORDER TOMORROW

18. 10/8/13 at 9:00 AM - As per the statement from the servicemen and indicated on the JO;

Two Nemont Servicemen went to the location and the customer requested the modem be installed. The servicemen requested she obtain authorization from her landlord before proceeding. The landlord is contacted and permission granted. The servicemen installed the jack and tested connectivity, both wireless and Ethernet. The serviceman stated that the customer was “very verbally abusive” while at the location. They did not react, as is Nemont’s Protocol, and completed the Job Order as requested. This Job Order would typically require a trip charge, time and materials; however we waived these charges in effort to show good faith.

In summary, we have been monitoring Ms. [redacted]’s connectivity and bandwidth continuously since 10/7/13. Our monitoring shows that her connectivity has been seamless and that she is utilizing this service to the full capacity, as quoted at the time of her service request. As a further customer consideration, we had already taken the action to prorate Ms. [redacted]’s billing to begin on 10/7/13.

We feel the Nemont Team has made every effort to satisfy this customer’s concerns and requests within reason. This can be shown in the 12 documented customer interactions with Ms. [redacted].

We also feel that there are no just grounds for compensation as the documentation contained herein shows that the promised services were timely provided and utilized fully.

Again, thank you for the opportunity to address this reported issue. Please feel free to contact me if you require any further information. I can be reached at ###-###-#### or via email at [redacted].

Sincerely,

Service Delivery Manager Nemont Telephone Cooperative

Consumer

Response:

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.

Regards,

Claimed I was verbally abusive towards the second round of techs that came out.. this is completely false. They in fact were rude to ME. They stepped on my things and refused to communicate with me. I still expect to be compensated for the down time I experienced.

Business

Response:

Nemont would like to again thank you for the opportunity to respond to Ms. [redacted]’s complaint regarding the delivery of services that she has received.

We have documentation that Ms. [redacted] was provided the requested services on 10/4/13.

We have further documentation that Ms. [redacted] was provided technical assistance on 10/5/13 and she confirmed that her services were functioning. Ms. [redacted] again confirmed that her services were fully functional on 10/7/13, however geographically inconvenient. Please see the initial complaint response dated 10/10/13.

As per testimony on the part of two separate servicemen, they had returned to this location on 10/7/13 in effort to further satisfy Ms. [redacted] in the placement of her equipment. A new jack was installed in a room that was not equipped with one. The technicians testify separately, that they requested clarification of Ms. [redacted]’s needs immediately upon arrival and did their very best to accommodate this customer.

The labor charge is rated at $100.00 per hour, minimum of Vz hour, trip charge of $25.00 and Materials totaling $15.00; $5.00 jack and $10.00 cat 5 cable.

Nemont waived the $140.00 without question for further customer consideration.

In addition to this consideration, Nemont delayed prorated service charges to begin effective 10/7/13.

We feel that there are no grounds for further compensation as the documentation contained herein shows that the promised services were timely and professionally provided. Our monitoring indicates that Ms. [redacted] continues to utilize these services at full capacity.

Again, thank you for the opportunity to address this reported issue. Please feel free to contact me if you require any further information. I can be reached at ###-###-#### or via email at [redacted].

Consumer

Response:

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,

Nemont is the ONLY option available where I live for internet service. When we first arrived and ordered an internet connection, the sales rep talked us into adding phone service to the package. We thought it was at no extra charge so were surprised when our bill was over $100 for internet and phone. When I tried to call and cancel the phone service, I was told that they would have to charge me $125 for a line blocker and that the FEES for the internet would go up. Instead of the $65/month for the 10 MB package, it would be around $85/month. Why do fees go UP when you have LESS services? I decided to look for other options (there are none). Even at the advertised $65/month, this was twice what I had been paying in rural Tennessee for the same internet package and that included all the added fees.
When I called back to confirm I wanted cancel the phone, I was told that I could but that now it would cost me $110 for internet ONLY. If I kept the phone line it would remain $107/month.
The bottom line - when you are the only option available, you can say and do whatever you want; i.e., advertise one price and change another, arbitrarily raise "fees", and eliminate "service" from your customer service.

NOT Impressed! They take advantage of the customers! Over charge! They are a monopoly in my area but 15 miles away where other providers are they are way way cheaper!