Tailwind Voice & Data Inc

Initial Business Response /* (1000, 5, 2016/01/08) */
TailWind denies that it provided deficient services, used an inexperienced technician, or overcharged B&B Pharmaceuticals. TailWind was hired at agreed upon Time & Materials rates for a small task. When the Customer increased the scope of the...

work, we offered an overall project price to reduce Customer costs and dispatched a technician with over 20 years of experience in the industry. The delay in the Customer's store opening was not caused by TailWind, but was in fact due to the Customer's switch over in carrier services, which we were not contracted to perform. Several other complaints made by the Customer were also related to other service providers that the Customer hired. For example, the Customer complained that: (1) wires were dangling from the alarm system, but TailWind did not install the alarm system; and (2) yellow cables were dangling from the ceiling, but we didn't install yellow cables (we installed blue, white, and green cables). The Customer also complained that we did not leave enough slack in the cables to allow for equipment movement, but we informed them that the extra cable slack (service loops) were placed above the drop ceiling as per standard practice. We did agree to dispatch a technician onsite to investigate the concerns, at no cost to the Customer, but the Customer contact did not show up for the appointment and never called to reschedule. Despite countless emails and calls, the Customer never alleged that our technician threw away equipment that they had to reorder - the Customer's Revdex.com complaint was the first time that this issue was brought to our attention. We have made repeated requests for more information, but those requests have gone unanswered. The Customer never provided us with pictures showing that any of our work was deficient, in fact, the pictures our technician took at the end of the job (which we gave to the Customer), demonstrate just the opposite. TailWind stands by the services it performed for this Customer.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statement about dispatching a technician with over 20 years experience is false. jonathan is young and freely admitted that he had never worked on a job of this scope nor had he done a business install that included a rack room. He was also never provided a color copy of the cable drop schematic for the install of our cable drops so we were required to relocate several cable drops to the correct location. The colored schematic had highlights helping to indicate on which side of the wall we preferred the drops. He was working off a black and white copy on his phone. Although there were more than one issue that lent to our inability to be live on time, tailwinds inadequate installation of our equipment was a major reason. 1) regarding the "security wires dangling from the ceiling"; we did not put this on Tailwind, rather, ADT who did come to resolve the issue. We DID however site that the BLUE Cat5 cables were not secured to anything in the plenum area of the ceiling and subsequently had to ask Tailwind to come and install J-hooks to their Cat5 install or we could not pass inspection. 2) the "yellow wires" in question were that used to hook to our switches to which Tailwind promised that the technician they sent us (Jim) was their higher tiered technician and we would be charged more for his service. These yellow cables were neither installed correctly or to spec. The rack mount wire management equipment was not even used as SPECIFICALLY requested when the install began (see "Infra Setup" attachment that was provided to them at the onset of the project). You can see Pics in the attached file that was our quote to resolve issues (Digital Vitals Rework) I have also added a picture of what it looks like now that we have replaced the YELLOW patch cables when we paid to have the work completed correctly (Patch Panels Cleaned Up). You also stated that you would dispatch a technician to investigate the concerns and no rep showed up and that you sent us a picture of the room and your work. You can see from Tailwinds own picture that the work was NOT sufficient and to the standard (Tailwind Yellow Cable Pic). THEIR OWN PICTURE INDICATES THEIR FAILURE.. This is completely false. From the day we registered our complaint with your company we were operating out of the new site. So, to say a Customer contact was not present completely inaccurate. I have n email from August 12, 2015 indicating that we would be hosting a grand opening and that we would have our technical team to have Tailwind team come at the same time in order to have our technical team explain in greater detail the issues we were having with the work done by tailwind. NO EMAIL was returned from Sheri Sikich after this request. The technicians threw away the wire management equipment that was, admittedly, hidden in the bottom of the server boxes but an experienced technician would have know where to look. And to suggest that this was the first time you heard of this was completely false again. I have extensive emails back and forth between myself, tailwind, and my technical team. Tailwind charged us for the work that they are claiming they did not do. So, either they charged us for work they did not do or they won't admit to the deficiencies that occurred as a result of their work. In fact, in the very picture that Tailwind provided to us shows the yellow cables that were not run according to our agreement. We provided specifications to them at the beginning of our work agreement and the expectations simply were not met. I don't know what else can be said. The proof is in the pictures and the Infra Setup.
Final Business Response /* (4000, 10, 2016/01/21) */
TailWind continues to disagree with B&B Pharmaceutical's assessment of the facts. We had multiple technicians on site for this job, one of which had worked in the industry for more than 20 years. The customer's main contact (the individual that filled out the B&B complaint) was not on site when our technician returned to assess the alleged problems. Instead, the technician met with other members of the customer's "technical team," who had not been fully apprised of the situation, and could not give our technician full access to the site to investigate. The main contact never reached out to TailWind to have us return to the site to complete the investigation. Additionally, the quote attached to the customer's 1/13/16 Revdex.com response is suspicious because: (1) it does not include a date, address, or contact information for the company that purportedly provided the "estimate"; (2) it is not accompanied by an actual work order or invoice showing the work was completed or the final cost of that work; and (3) the proposed scope of work and cost for the repair included work related to the security system, which the customer now admits had nothing to do with TailWind, and in fact was fixed by ADT - the company that installed the system. Finally, it is telling that the customer's complaints to TailWind came several months after the job was completed, and that on July 21, 2015, the main customer contact sent an email to TailWind apologizing for the delay in payment, and stating that he thought he could get it cleared up quickly. This Revdex.com complaint was submitted in December 2015 - only after TailWind sent a demand for payment of the final outstanding balance due of $1600, which the customer had failed to pay.