7/28/Mr*** called in due to discontinued Starband system
8/4/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/customer spoke with his sales representative or he would cancel his new service
9/18/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/to determine customer request
9/21/ 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/Technician activated customer's’ modem in house due to customer request; this started the year contract obligation
9/22/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/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/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/Customer called back for assistance with the provider; we assisted the customer by contacting the provider to remove him from his contract obligationThe 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/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 obligationThe customer indicated at that time he would return the equipment after the 1st
12/29/Customer returned equipment Refund request was processed
1/8/ Customer’s refund was sent out via USPS for purchase price minus the 20% restocking fee
2/3/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/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/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/ Revdex.com complaint submitted
2/16/ Customer called again; beyond rude, using vulgar language, threatening lawsuits to microcom, and threatening civil suits to our sales representative regarding the $dollar restocking fee
Mr*** 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 underAfter the order was established and we were attempting to schedule we then realized that the customer is extremely rural, which he had not disclosedWhat 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 siteAt 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 assistOur 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 contractWe refunded all equipment costs to the customer with the exception of the $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
Complaint: ***I am rejecting this response because:
Terry C*** was unable to schedule an installer for many months
The roads are traveled by their (subcontracted) installerJohn M*** installed our Dish network system, and because that was not through Microcom, Mr M*** thought it would make more financial sense for him to bill Microcom for a separate tripI explained this to service reps Terry and Amber in SeptemberSince it was obcious to the customer that I was in the middle of the subcontracted technical rep and the seller (microcom) I volunteered that maybe my tech staff her could install itI asked for assistance, specifically, use of the tool that allows the sat signal for aiming the satellite dish.
What customer wants to do the install? Of course we tried to assist Microcom, because we took their explanation as factsLater to find out John M*** is not their direct employee (only an issue because we as the customer are in the middle of their subcontracted installer fights)
Fact 1: Our company purchased the Hughes NEt sateliite system from Microcom, to include their technical installAugust 4th,
Fact 2: Our company relied on the seller (Microcom) to install the systemWhen it became obvious that we, as the customer, were in the middle of a fight between the hired subcontracter (John M***) and Microcom - we offered to assist if we couldSeptember 4th through September 22nd
Fact 3: All but the first appointment was keptAll other attempts involved the nightmare on holdThe passing of the baton between service, etc
Fact 4: The only reason my AMEX was not able to stop their charge for non-performance was due to the month lagThat's were I as the customer gave Microcom the benefit of the doubt.
After months of waiting, we gave up.
The response were
Sincerely,*** ***
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/Mr*** called in due to discontinued Starband system
8/4/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/customer spoke with his sales representative or he would cancel his new service
9/18/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/to determine customer request
9/21/ 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/Technician activated customer's’ modem in house due to customer request; this started the year contract obligation
9/22/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/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/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/Customer called back for assistance with the provider; we assisted the customer by contacting the provider to remove him from his contract obligationThe 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/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 obligationThe customer indicated at that time he would return the equipment after the 1st
12/29/Customer returned equipment Refund request was processed
1/8/ Customer’s refund was sent out via USPS for purchase price minus the 20% restocking fee
2/3/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/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/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/ Revdex.com complaint submitted
2/16/ Customer called again; beyond rude, using vulgar language, threatening lawsuits to microcom, and threatening civil suits to our sales representative regarding the $dollar restocking fee
Mr*** 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 underAfter the order was established and we were attempting to schedule we then realized that the customer is extremely rural, which he had not disclosedWhat 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 siteAt 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 assistOur 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 contractWe refunded all equipment costs to the customer with the exception of the $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
Complaint: ***I am rejecting this response because:
Terry C*** was unable to schedule an installer for many months
The roads are traveled by their (subcontracted) installerJohn M*** installed our Dish network system, and because that was not through Microcom, Mr M*** thought it would make more financial sense for him to bill Microcom for a separate tripI explained this to service reps Terry and Amber in SeptemberSince it was obcious to the customer that I was in the middle of the subcontracted technical rep and the seller (microcom) I volunteered that maybe my tech staff her could install itI asked for assistance, specifically, use of the tool that allows the sat signal for aiming the satellite dish.
What customer wants to do the install? Of course we tried to assist Microcom, because we took their explanation as factsLater to find out John M*** is not their direct employee (only an issue because we as the customer are in the middle of their subcontracted installer fights)
Fact 1: Our company purchased the Hughes NEt sateliite system from Microcom, to include their technical installAugust 4th,
Fact 2: Our company relied on the seller (Microcom) to install the systemWhen it became obvious that we, as the customer, were in the middle of a fight between the hired subcontracter (John M***) and Microcom - we offered to assist if we couldSeptember 4th through September 22nd
Fact 3: All but the first appointment was keptAll other attempts involved the nightmare on holdThe passing of the baton between service, etc
Fact 4: The only reason my AMEX was not able to stop their charge for non-performance was due to the month lagThat's were I as the customer gave Microcom the benefit of the doubt.
After months of waiting, we gave up.
The response were
Sincerely,*** ***
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.