New Star Communications International, Inc.

The customer is extremely busy with several different things so we haven't been able to get in contact with her to confirm a secondary resolution. What we had spoken with the customer about originally an what we're able to do for her is to confirm that we will get her second year price of $72.82 plus tax back down to what she was quoted at for the first year or we will pay any fee's for her to get out of contract.

We installed [redacted] with his DIRECTV and was under the impression he was getting internet as well. There was a miscommunication with what speeds were available. The customer thought they would be getting a faster speed than was available as well as a lower price. We came to an agreement with the...

customer and he is keeping his current internet provider and are compensating the customer for the difference. The customer was satisfied with the resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still waiting for a few parts of the cancellation process to proceed to ensure that the cancellation fee is fully waived but everything appears satisfactory so far.
Sincerely,
[redacted]

We’ve been in contact with the customer and have been working towards a resolution. We apologized for the experience that she had with our company. We do have processes and procedures in place to prevent these kinds of things from happening, such as a verification call and paperwork that describes...

all of the terms and conditions of the offer. However, we were unaware of the offer that the sales representative offered for this customer. Upon reviewing the hand written documents that were not supported by our company, we are willing to help this customer with what was promised to her. We requested that the customer send in their DISH bill to us, along with the cancelation fee and we would reimburse her for it by sending a check. The customer is aware of the steps that are needed to receive the reimbursement check. The customer has also canceled out her DISH services. The customer has the Customer Service Managers email address and will be sending it within the next 7-10 business days. As soon as we receive it, we will send her a check for the amount agreed upon. We apologized for the lack of communication regarding this situation. It required some investigation as this is not a normal experience for one of our customers.  We have put the sales representative involved with this situation on probation to ensure that this kind of sales practice does not happen again with our company.

We spoke to Mr[redacted] and apologized for his
experienceWe coordinated times for a technician to come to the apartment
complex and install him with DIRECTVWe also made sure that everyone else that
had technical problems at the complex got everything resolved before
the
technician leftWe were able to get Mr[redacted] on the new DIRECTV promotion
which included a $[redacted] visa gift cardAfter speaking with him over the phone,
everything has been resolved and the customer is satisfied with the services providedWe will always try to get customers installed as soon as possible according to the availability of the customer and the technicians

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We contacted Mr. [redacted] and addressed his complaint. We informed him that the $6.99 monthly charge is for a protection plan service that we provide. This was set up over the phone two days after he was installed with DIRECTV. We researched this and found a recorded phone call of this conversation...

taking place. However, due to the miscommunication, we have decided to refund the charges. Mr. [redacted] will receive a check in the mail of $83.88, which is a full refund of the charges. Mr. [redacted] has agreed that this is an acceptable solution.

After speaking with the customer, they were under the impression that their promotional price would last for 2 years. This would have been accurate if the customer would have bundled with qualifying AT&T services, (Internet or cell phones) which the customer does not have. Due to the...

misunderstanding, we have come to an agreement with the customer that after their first year is up, we will help the customer  receive any eligible DIRECTV promotions and then compensate for the difference of the first year price or help cover the early termination fee by reimbursing the customer. The customer was satisfied with this resolution.