Telesphere

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not satisfied with the results. from time the contract was signed it took 3 months to get anything done. 2 technicians did come out. 1st one had no idea what he was doing. He asked us what he was there for. and showed up in a car without any tools to do the job. Next one was after they had learned that the pole was 10 feet away from the building and then they disclosed that they coould not run the wire to the room needed. I was told by the sale person I was dealing with that if they could not install the lines then I would not be charged for service until they were able to connect us. I had been trying to get service from teleshpere for over 6 months. I called another provider and they came out installed a line for free in about 10 minutes and have had phone service now for 3 months with great service from another provider. I will return the phones once the service part of the bill has been dropped and no other fees are pending. I never had service through telesphere and service was never established at my place. so no services we ever rendered. total failure on telespheres part. I have talked with others and they had same issues. If this continues we will turn it over to our attorneys and subpena there employee and all our emails that show the promises made by their employee. 

Regards,[redacted]

Dear Revdex.com:Telesphere has researched the complaint filed by [redacted]. Please find Telesphere’s response below.Telesphere records show that on May 1st, 2014, ** [redacted], under the business name [redacted], ordered telecommunications...

services from Telesphere. [redacted] signed a Sales Order, Master Services Agreement (MSA), and Customer Responsibilities Guide (CRG). Copies of these documents are available upon request. While Telesphere does not guarantee an install date, the estimated timeframe to complete installation for the services ordered was 30-45 business days.Following receipt of the signed order, Telesphere ordered the required private line circuit from its wholesale provider to be delivered and activated prior to the estimated customer installation date. The circuit was ordered, installed, and awaiting extension into the customer’s telecommunications room. On two separate occasions, Telesphere dispatched a technician to complete the installation of the ordered services. On both occasions, upon a technician arriving onsite, Telesphere was forced to reschedule as [redacted] had not completed the required customer location wiring or demarcation extension as outlined in the Customer Responsibilities Guide. Without the completion of such wiring, Telesphere was unable to fully complete the installation. [redacted] was asked to contact Telesphere to reschedule the installation of the phones and hardware when the required customer location wiring was complete.On August 1st, 2014, [redacted] contacted Telesphere and cancelled the Sales Order. Per the customers MSA, Termination Fees were calculated and invoiced. Telesphere also invoiced for the leased equipment that was delivered to [redacted] office in [redacted]. Upon return of the leased equipment in good working condition, Telesphere will credit the equipment charges of $1,306.00. A balance of $8,411.14 in Termination Fees plus applicable taxes will remain.Telesphere equipment may be returned to the following address:Telesphere Networks[redacted]Records indicate that [redacted] attempted to contact Telesphere once regarding the invoice, on September 29th, 2014, the same day that his complaint was filed.In summary, [redacted] cancelled the order after he failed to satisfy the conditions outlined in the Customer Responsibility Guide, delaying and ultimately preventing Telesphere from completing the full installation of ordered services. Telesphere acted in a good faith, commercially responsible manner and within the terms of its written agreement with the customer. As a result, Termination Fees were assessed in accordance with the written terms of the agreement. We encourage [redacted] to work with Telesphere directly to satisfy the open balance.Please let us know if there are any additional questions,Telesphere Networks

Dear Revdex.com, Telesphere has received the response provided by [redacted] to the Revdex.com. We are currently working directly with [redacted] towards resolution and will provide additional updates throughout this process. Please let us know if you have any additional questions or require additional information. Thank you, Telesphere Networks  [redacted]| CUSTOMER RETENTION SPECIALISTAnywhere[redacted]Telesphere|[redacted]

Review: We started to try and obtain services through telesphere. The gentleman we spoke to name [redacted] was a very nice salesman. We were told we can had service and it would not take long to get the service up and running. 2 months later we still did not have service. The usual sorry's were said and the wait continued. We were told serivce was connected when it had not been connected to our business. Phones were sent out. They tried to have a technician come out and sent up our service. The technician didn't know what he was doing and could not connect us. I informed telesphere that their service was not going to work for us and asked where to mail the phones back to. We never heard back from telesphere. Until today 9-29-2014. Even though we were never connected to them and never used their service they sent us a bill for almost $10,000.

We had to go with a different provider and we were hooked up in less than 3 days and had everything we wanted form a different provider. We have emailed telesphere and called to find out about this bill and to make sure they did not debit our bank account but there was no answer or response to emails. I would like to fix this problem through here before sending to our attorneys. we never had service from telesphere and had nothing but bad customer service and broken promise after broken promise.Desired Settlement: bill to go away and an address as to where send all their phones and equipment back. We will pay to ship items back. Customer service and promises were the worst we have ever seen.

Business

Response:

Dear Revdex.com:Telesphere has researched the complaint filed by [redacted]. Please find Telesphere’s response below.Telesphere records show that on May 1st, 2014, [redacted], under the business name [redacted], ordered telecommunications services from Telesphere. [redacted] signed a Sales Order, Master Services Agreement (MSA), and Customer Responsibilities Guide (CRG). Copies of these documents are available upon request. While Telesphere does not guarantee an install date, the estimated timeframe to complete installation for the services ordered was 30-45 business days.Following receipt of the signed order, Telesphere ordered the required private line circuit from its wholesale provider to be delivered and activated prior to the estimated customer installation date. The circuit was ordered, installed, and awaiting extension into the customer’s telecommunications room. On two separate occasions, Telesphere dispatched a technician to complete the installation of the ordered services. On both occasions, upon a technician arriving onsite, Telesphere was forced to reschedule as [redacted] had not completed the required customer location wiring or demarcation extension as outlined in the Customer Responsibilities Guide. Without the completion of such wiring, Telesphere was unable to fully complete the installation. [redacted] was asked to contact Telesphere to reschedule the installation of the phones and hardware when the required customer location wiring was complete.On August 1st, 2014, [redacted] contacted Telesphere and cancelled the Sales Order. Per the customers MSA, Termination Fees were calculated and invoiced. Telesphere also invoiced for the leased equipment that was delivered to [redacted] office in [redacted]. Upon return of the leased equipment in good working condition, Telesphere will credit the equipment charges of $1,306.00. A balance of $8,411.14 in Termination Fees plus applicable taxes will remain.Telesphere equipment may be returned to the following address:Telesphere Networks[redacted]Records indicate that [redacted] attempted to contact Telesphere once regarding the invoice, on September 29th, 2014, the same day that his complaint was filed.In summary, [redacted] cancelled the order after he failed to satisfy the conditions outlined in the Customer Responsibility Guide, delaying and ultimately preventing Telesphere from completing the full installation of ordered services. Telesphere acted in a good faith, commercially responsible manner and within the terms of its written agreement with the customer. As a result, Termination Fees were assessed in accordance with the written terms of the agreement. We encourage [redacted] to work with Telesphere directly to satisfy the open balance.Please let us know if there are any additional questions,Telesphere Networks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with the results. from time the contract was signed it took 3 months to get anything done. 2 technicians did come out. 1st one had no idea what he was doing. He asked us what he was there for. and showed up in a car without any tools to do the job. Next one was after they had learned that the pole was 10 feet away from the building and then they disclosed that they coould not run the wire to the room needed. I was told by the sale person I was dealing with that if they could not install the lines then I would not be charged for service until they were able to connect us. I had been trying to get service from teleshpere for over 6 months. I called another provider and they came out installed a line for free in about 10 minutes and have had phone service now for 3 months with great service from another provider. I will return the phones once the service part of the bill has been dropped and no other fees are pending. I never had service through telesphere and service was never established at my place. so no services we ever rendered. total failure on telespheres part. I have talked with others and they had same issues. If this continues we will turn it over to our attorneys and subpena there employee and all our emails that show the promises made by their employee.

Regards,

Business

Response:

Dear Revdex.com, Telesphere has received the response provided by [redacted] to the Revdex.com. We are currently working directly with [redacted] towards resolution and will provide additional updates throughout this process. Please let us know if you have any additional questions or require additional information. Thank you, Telesphere Networks [redacted]| CUSTOMER RETENTION SPECIALISTAnywhere[redacted]Telesphere|[redacted]