Satellite Shop

Ms [redacted] stated that she paid for installation and equipmentHowever, that is not the case Our business charges and activation fee of that is non refundableAll customers are made aware of this non refundable fee and pay this before installation would be madeIf within days of installation we fail to provide adequate internet service then we will refund this fee This is at our discretion This customer also paid for a router and installation of the router with a password for the customer We charged the customer for the router and for installing that for the customer The customer owns this equipmentThis total an initial payment of We did have an outage due to lightening and the customer did go without internet service for a while The repair was made and the customer had internet service without interruption for a total of daysIn addition to the initial 185.00, the customer paid for a month of internet service for This customer is demanding that we refund her money and terminate her services from our company We have decided that we will refund some if not all of the customer's money due to her dissatisfaction even though the amount of time has passed that we normally would have not considered a refund This is pending we are able to retrieve all of our equipment in satisfactory conditionThis customer also states that she was not contacted by the company and that her calls were ignored A representative of the company did contact her and update her with the progress of the repair and kept her apprised of the progress and did speak to her when she came to the office This customer insisted that she speak to the owner at a time when obviously there was a crisis and the owner could not call her personallyThis was just not possible at the time due to the fact that there were about 30% of the internet business down, not just this customer We feel as a company we did everything we could do to accommodate this customer and just was not able to meet her expectations We are a small business with basically employees We are growing and improving and hope that we will continue to improve, however at this time we can not accommodate demands of personalized, specialized attention such as this customer requires

Got in contact with the customer, went out to do install, customer could not get frequencyMust put in a Mzh, will take some time up to weeks or longerkeeping in contact with customer every other week to update them on the next available timeline

Ms. [redacted] stated that she paid for installation and equipment. However, that is not the case.  Our business charges and activation fee of 135.00 that is non refundable. All customers are made aware of this non refundable fee and pay this before installation would be made. If within 30 days...

of installation we fail to provide adequate internet service then we will refund this fee.  This is at our discretion.  This customer also paid for a router and installation of the router with a password for the customer.  We charged the customer 35.00 for the router and 15.00 for installing that for the customer.  The customer owns this equipment. This total an initial payment of 185.00 We did have an outage due to lightening and the customer did go without internet service for a while.  The repair was made and the customer had internet service without interruption for a total of 33 days. In addition to the initial 185.00, the customer paid for a month of internet service for 35.00.  This customer is demanding that we refund her money and terminate her services from our company.  We have decided that we will refund some if not all of the customer's money due to her dissatisfaction even though the amount of time has passed that we normally would have not considered a refund.  This is pending we are able to retrieve all of our equipment in satisfactory condition. This customer also states that she was not contacted by the company and that her calls were ignored.  A representative of the company did contact her and update her with the progress of the repair and kept her apprised of the progress and did speak to her when she came to the office.  This customer insisted that she speak to the owner at a time when obviously there was a crisis and the owner could not call her personally. This was just not possible at the time due to the fact that there were about 30% of the internet business down, not just this customer.  We feel as a company we did everything we could do to accommodate this customer and just was not able to meet her expectations.  We are a small business with basically 3 employees.  We are growing and improving and hope that we will continue to improve, however at this time we can not accommodate demands of personalized, specialized attention such as this customer requires.

Ms. [redacted] stated that she paid for installation and equipment. However, that is not the case.  Our business charges and activation fee of 135.00 that is non refundable. All customers are made aware of this non refundable fee and pay this before installation would be made. If within 30 days of...

installation we fail to provide adequate internet service then we will refund this fee.  This is at our discretion.  This customer also paid for a router and installation of the router with a password for the customer.  We charged the customer 35.00 for the router and 15.00 for installing that for the customer.  The customer owns this equipment. This total an initial payment of 185.00 We did have an outage due to lightening and the customer did go without internet service for a while.  The repair was made and the customer had internet service without interruption for a total of 33 days. In addition to the initial 185.00, the customer paid for a month of internet service for 35.00.  This customer is demanding that we refund her money and terminate her services from our company.  We have decided that we will refund some if not all of the customer's money due to her dissatisfaction even though the amount of time has passed that we normally would have not considered a refund.  This is pending we are able to retrieve all of our equipment in satisfactory condition. This customer also states that she was not contacted by the company and that her calls were ignored.  A representative of the company did contact her and update her with the progress of the repair and kept her apprised of the progress and did speak to her when she came to the office.  This customer insisted that she speak to the owner at a time when obviously there was a crisis and the owner could not call her personally. This was just not possible at the time due to the fact that there were about 30% of the internet business down, not just this customer.  We feel as a company we did everything we could do to accommodate this customer and just was not able to meet her expectations.  We are a small business with basically 3 employees.  We are growing and improving and hope that we will continue to improve, however at this time we can not accommodate demands of personalized, specialized attention such as this customer requires.

Got in contact with the customer, went out to do install, customer could not get 2.4 frequency. Must put in a 900 Mzh, will take some time up to 8 weeks or longer. keeping in contact with customer every other week to update them on the next available timeline