Steve Joys Maintenance

[redacted] is a student at the [redacted] )He has had difficulty with his internet connection at his university dormitoryInternet services are provided to [redacted] students as part of their student feesKorcett manages the student computer network at *** It maintains a robust network sufficient for anticipated student needs of connecting to university resources, surfing the web, streaming movies and music, and using email and social networking sitesThe internet services offered by Korcett to [redacted] students exceeds many top end consumer connection services offered in most of the United StatesIt is a high-end, consumer-grade connection; it is not, however, a dedicated commercial connection, and does not offer commercial features such as a static IP address.Mr [redacted] maintains that his issues with his internet connection started on August 21, Although this may be the date he moved into his dorm room, he did not have an account to access the network maintained by Korcett until August 25, when an account was created for him following his initial call to our service deskWe resolved his initial issue, which was that he had not created an account, and another connection issue a few days laterPrior to the second connection issue, [redacted] filed Revdex.com Complaint # [redacted] on August 27, Prior to receiving notice of that Revdex.com complaint, we received another call from [redacted] , made six unsuccessful attempts to contact him, did not receive a response, and closed the issueAfter the initial Revdex.com complaint was received, we made sixteen more attempts to contact [redacted] , leaving eight voicemails and eight emails, and received no response to our efforts[redacted] contacted us again on January 7, and filed the current Revdex.com complaint on the same day He was not able to play the Call of Duty game from his Playstation consoleWe left him two voicemails on January 8, and were able to trace his problem to use of his connection for private business purposes, including eSports and live streaming of his gameplayAlthough the speed of the connection we provide all [redacted] students is sufficient for video games and streaming, some of [redacted] ’ [redacted] activities require business-class services, including a public IP address, and other requirementsThe director of Korcett’s Network Operations was on campus at [redacted] last week, and reviewed the issueWe were able to procure a public IP address for [redacted] , and are currently working to solve a subsequent [redacted] lease issue

*** ***Korcett HoldingsGalleria CircleSuite W-300Bee Cave, TX 78738Revdex.com Corporate OfficeLa Posada DriveAustin, TX 78752To Whom It May Concern:I am writing in response to complaint *** submitted on 3/5/ The individual in question alleges the problem occurred on February
25th, and that he contacted us initially on March 5th, a second time on February 29th, and a third time on March 3rd Obviously this timeline is not possible.According to our records, we were contacted initially on March 4th and made aware the individual was experiencing a problem with his service We made extensive efforts to contact him in order to helpWe called and emailed on March 4th, March 6th, twice on March 7th, twice on March 8th, March 9th, and finally were able to reach him to trouble shoot his issue on March 10th At that point we scheduled an on site technician to visit him that afternoon and the problem was resolved.In all of those attempts he only answered his phone once and informed us he wasn’t able to trouble shoot at that time because he had to go to class and asked us to call back later that evening at a specific time We called at that time and he again did not answer the call Despite the customer alleging the issue initially occurred on February 25th, he did not reach out for support until March 4th In the internet services industry, contacting your providers support desk is standard practice whenever one encounters a problem All of our customers are provided with a toll free 1-number for contacting our support desk which is available 24-7-365.After review of this case, I feel confidant our support staff responded promptly and appropriately Our ability to resolve the issue in a timely manner was inhibited only by this individual’s availability The issue was resolved within a few hours once he actually took the time to answer our repeated attempts to reach him.I am happy to provide call case notes providing the specific dates and times of all our contact attempts and proving the origination of the initial complaint within our system on March 4th.Thank you.*** ***Vice PresidentKorcett Holdngs

If you compare this internet provider to anything else, this is by far one of the worst in this region when it comes down to dependability and networking

*** ***Korcett HoldingsGalleria CircleSuite W-300Bee Cave, TX 78738Revdex.com Corporate OfficeLa Posada DriveAustin, TX 78752To Whom It May Concern:I am writing in response to complaint *** submitted on 3/5/ The individual
in question alleges the problem occurred on February 25th, and that he contacted us initially on March 5th, a second time on February 29th, and a third time on March 3rd Obviously this timeline is not possible.According to our records, we were contacted initially on March 4th and made aware the individual was experiencing a problem with his service We made extensive efforts to contact him in order to helpWe called and emailed on March 4th, March 6th, twice on March 7th, twice on March 8th, March 9th, and finally were able to reach him to trouble shoot his issue on March 10th At that point we scheduled an on site technician to visit him that afternoon and the problem was resolved.In all of those attempts he only answered his phone once and informed us he wasn’t able to trouble shoot at that time because he had to go to class and asked us to call back later that evening at a specific time We called at that time and he again did not answer the call Despite the customer alleging the issue initially occurred on February 25th, he did not reach out for support until March 4th In the internet services industry, contacting your providers support desk is standard practice whenever one encounters a problem All of our customers are provided with a toll free 1-number for contacting our support desk which is available 24-7-365.After review of this case, I feel confidant our support staff responded promptly and appropriately Our ability to resolve the issue in a timely manner was inhibited only by this individual’s availability The issue was resolved within a few hours once he actually took the time to answer our repeated attempts to reach him.I am happy to provide call case notes providing the specific dates and times of all our contact attempts and proving the origination of the initial complaint within our system on March 4th.Thank you.*** ***Vice PresidentKorcett Holdngs

[redacted] is a student at the [redacted]). He has had difficulty with his internet connection at his university dormitory. Internet services are provided to [redacted] students as part of their student fees. Korcett manages the student computer network at [redacted]....

It maintains a robust network sufficient for anticipated student needs of connecting to university resources, surfing the web, streaming movies and music, and using email and social networking sites. The internet services offered by Korcett to [redacted] students exceeds many top end consumer connection services offered in most of the United States. It is a high-end, consumer-grade connection; it is not, however, a dedicated commercial connection, and does not offer commercial features such as a static IP address.Mr. [redacted] maintains that his issues with his internet connection started on August 21, 2017. Although this may be the date he moved into his dorm room, he did not have an account to access the network maintained by Korcett until August 25, when an account was created for him following his initial call to our service desk. We resolved his initial issue, which was that he had not created an account, and another connection issue a few days later. Prior to the second connection issue, [redacted] filed Revdex.com Complaint #[redacted] on August 27, 2017. Prior to receiving notice of that Revdex.com complaint, we received another call from [redacted], made six unsuccessful attempts to contact him, did not receive a response, and closed the issue. After the initial Revdex.com complaint was received, we made sixteen more attempts to contact [redacted], leaving eight voicemails and eight emails, and received no response to our efforts.[redacted] contacted us again on January 7, and filed the current Revdex.com complaint on the same day.  He was not able to play the Call of Duty game from his Playstation console. We left him two voicemails on January 8, and were able to trace his problem to use of his connection for private business purposes, including eSports and live streaming of his gameplay. Although the speed of the connection we provide all [redacted] students is sufficient for video games and streaming, some of [redacted]’* activities require business-class services, including a public IP address, and other requirements. The director of Korcett’s Network Operations was on campus at [redacted] last week, and reviewed the issue. We were able to procure a public IP address for [redacted], and are currently working to solve a subsequent [redacted] lease issue.