Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of his complaint, Xplornet has completed an updated on site assessment at
***'s residence in an effort to address his signal stability however despite our efforts the problem has persistedWhile we have offered to provide additional assistance, *** has requested his account be closed and in good faith we have agreed to waive his contract's early termination fee
To this end, in speaking with *** we have agreed to make arrangements for the recovery of his rental hardware and in compensation for his recent difficulties we have also placed a month credit on his account which will be refunded back to his credit card once his hardware recovery is completed
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his patience as we investigated his concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet has cancelled my year contract, with Revdex.com support, due to not being able to fix my speed issues
Thank you to Revdex.com
Regards
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Once I receive a revised invoice I will pay the balance
Thank you,
***
Initial Business Response /* (1000, 5, 2016/11/14) */
Thank you for forwarding the information provided by *** to our attentionAfter receiving notice of her complaint, Xplornet completed a review of ***'s account history and have extend our apologies for the difficulties she
experienced with our services
Based on our review, Xplornet has waived the service commitment associated with ***'s account and she will not be held responsible for an early cancellation feeXplornet has also agreed to refund all payments ($*** tax incld.) made by *** which will be completed once the recovery of her rental hardware is confirmed
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused *** and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company response was what I was looking forI consider the matter amicably closed
Initial Business Response /* (1000, 5, 2016/03/03) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's noted with her connection speeds and would like to extend our regrets for the difficulties she's experiencedBased on our review, we arranged to have a senior technician reassess ***'s connection to diagnose any potential problems her system
In assessing her connection we were able to verify that ***'s system readings are currently within an acceptable range for her service package and are in line with comparison readings for other customers in her areaThat being said, we have noted periods of heavy usage on the network that can have an impact on service speedsAs with any internet service, slowdowns during period of heavy usage can occur and we are doing everything within our control to ensure our customers receive fair and consistent access to the internetTo this end, Xplornet recently implemented changes to the traffic management policies (ITMPs) employed on our 4G satellite networks on February 23rd in the interest of improving performance to enhance the service experience on the network
Xplornet's 4G Satellite - HTV Traffic Management Policy can be reviewed on our website, ***
With respect to our warranty coverage, while ***'s current readings do not suggest that a work order is necessary, Xplornet's rental equipment comes with a limited lifetime warranty on parts and a one year warranty on labourWhere ***'s labour warranty expired in 2014, she would be responsible for labour costs associated with a service call, however in good faith, if *** continues to experience difficulties with her service following the adjustments that we've made on the network we would agree to cover the cost of an in warranty service call and would encourage her to reach out to our Care Centre at *** to speak with a technical support representative
Xplornet's Service & Warranty policies can be reviewed on our website, ***
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/03/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/08/19) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history
following his recent cancellationOur records reflect that *** signed up on our Xplore10/50GB service plan, agreeing to the terms of a year contract in exchange for a reduced activation fee and free basic installation
In order to complete the activation of his account, *** was required to confirm his acceptance to the term by acknowledging that he had read and accepted Xplornet's Terms of Service including Section "Early Cancellation" which he completed through our customer activity center on June 8thAs part of the agreement *** received a day money back guarantee during which time he was free to finalize his account for any reason if he was unsatisfied with his service experience
Xplornet did not receive any reports of service concerns from *** until his cancellation request on August 11th at which time he declined our offer to speak with technical support staff to troubleshoot his concerns and had already signed up for service through an alternate provider
We have since reviewed his system readings but have been unable to identify any problems with rental hardware and have noted that his usage history reflects that he was able to meet or exceed his 50GB monthly bandwidth allowance while using the service
To this end, while we regret that *** was not satisfied with his service experience, we maintain that in accepting the terms of the agreement and continuing to use the service past his initial day money back guarantee period he is responsible for the early cancellation fee stipulated by his service contractHowever, with that being said, as a gesture of good will and in the interest of reaching an acceptable resolution to this matter we are prepared to further reduce his early cancellation fee to $***, representing a 50% reduction to the his original cancellation fee
In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties *** has experienced and hope he will find this to represent an acceptable compromise to resolve his complaint
Sincerely,
Xplornet Communications Inc
Thank you for providing the rebuttal submitted by *** ***
Upon review of *** ***’s response, Xplornet would agree to release him from his contractual obligation should he remain dissatisfied with the serviceA note will be placed on *** ***’s account to advise that there would be no termination fees applied at the time of cancellation if he were to cancel his services before the end of his contractual obligation
If *** *** has any further questions, comments, or concerns, or wishes to terminate his services with Xplornet, we would ask that he reach out to us at *** at his earliest convenience
Sincerely,Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will take them at their word, and expect the full refund on Feb9th.
Thanks to the Revdex.com for helping to resolve this problem
Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account
history in light of the concerns she's raised relating to repairs to her satellite service and upgrade to our LTE service platformBased on our review, we've confirmed that following a period of severe weather in her area in *** 'Xplornet completed repairs to restore her satellite service, however the following month *** had the system removed to have her roof redone which resulted in her loss of service
In contacting Xplornet to have her service restored, a representative explained that where she had the hardware removed we would not be able to cover a work order and she would be responsible for the costs associated with having the dish reinstalledAt that time, *** also inquired about upgrade options available in her area and it was determined that she would be eligible for an upgrade to our new LTE serviceIn noting this option, it was explained to *** that service conversions to LTE had an extended wait period and we would not be able to have her conversion completed right awayShe acknowledged this and agreed to wait for the upgrade option rather than pay to have her satellite service reinstalledRegrettably, as *** has explains in her complaint, the wait period for LTE conversions in her area was extended into early which she was notified of through email on ***, 'At no time was her service package or monthly billing adjusted to reflect our LTE service
In response, *** contacted us by email on *** to advise she was still without service and was directed to contact our Care Centre by phone to arrange to have a technician sent out to restore her service in light of the extended wait time for her LTE conversionWe did not hear back from *** until ***, when she again reached out through email to advise that she remained without serviceAgain, a representative advised her that this matter would need to be addressed by phone and she would need to reach out our Care CentreWe did not hear from *** again until***, at which time she contacted us by phone to inform us that she had relocated and wished to cancel her account
Xplornet would not normally provide compensation for downtime associated with a repairable issue which was not the result of an Xplornet related hardware or network problemHowever, recognizing *** was without service during this period, Xplornet will agree to adjust the costs associated with her service charges over the past and a half months to reflect our monthly seasonal suspension rateTo this end, we have applied a credit of $*** to ***'s account to be refunded once we have received confirmation that her rental hardware has been successfully been recovered
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response in the interest of achieving a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 8, 2016/02/01) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s
account in light of the concerns she's raised relating to the work order costs associated with repairs to her rental hardwareBased on our records, on *** contacted our Care Centre to report they had lost their connection, advising he believed the equipment may have been damaged by a recent stormA technical representative then completed an assessment of their system readings and determined a work order would be required to restore their service
While Xplornet's Service & Warranty policy does not cover damage due to external causes, such as weather related events; which are considers acts-of-God, after speaking with *** Xplornet has since agreed to cover up to $*** of the cost associated with the service call once a receipt is providedIn addition to this, as a further gesture of good will, we have also placed a month credit on her account which will be applied to her next monthly invoice
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/01/29) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
regarding the concerns she's raised relating to the early cancellation fee charged following the finalization of her accountBased on our review, we have confirmed that *** accepted a year service term on April 3, 2013, ending April 2, and an early cancellation fee of $** would apply in the event that she finalized her account prior to the completion of her service commitment
That being said, having reviewed ***'s recent communications with our Care Centre we understand at the time of her January 9th package upgrade, when discussing any contract amendments that would result from a change to her service plan, she was advised there would be no contract associated with the upgradeWhile there was no contract renewal required as part of her package upgrade, this would not have changed the existing service term establish on her account and we sincerely regret any misunderstanding this may have caused
To this end, recognizing *** has been a valued Xplornet customer in good standing for the duration of her time with us as a gesture of good will we have agreed to meet her desired resolution and have waived the early cancellation fee billed to her account
In closing, on behalf of Xplornet we would like to extend our sincere apologies to *** for any frustration this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you XplornetI accept your apology and appreciate that you have decided to waive the cancellation fee
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of their concerns, Xplornet completed a review of the ***' account history in light
of the difficulties they've noted in their complaintBased on our review, we've acknowledged a known issue relating to slowdowns during peak usage periods that we are working to resolve however technicians were able to identify an issue with the ***' signal strength that required a work order to address
The work order was recently completed in an effort to restore the ***' signal to an appropriate levelUnfortunately, while an improvement to their signal was noted, their system readings remain below the requirements for their service packageTheir account was escalated for further review by our advanced technical team who confirmed additional height would be required to meet service requirements
To this end, Xplornet has agreed to issue an updated work order to have an installer sent back out to reassess their line of sight to the tower and evaluate options for increasing the height of their receiverWe have also applied a month service credit to the ***' account as a show of good faith
In closing, we hope the *** will find this to represent an acceptable response and we will continue to work with them in the interest of addressing their service concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The proposed path forward is realisticWe hope Xplornet will keep their promises
I am rejecting this response because:
The issue started in October, I was billed the full amount of $and then again this amount for November. This month I received a bill on Dec 3, for $with a discount for $Nowhere has a discount of $been applied to my accountThat amount is equal to months of the full monthly billI have had days of uninterrupted service right now so I hope this continues going forwardShould I see an actual discount of the stated amount, I will agree with this issue being resolved
Initial Business Response /* (1000, 8, 2016/02/01) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s
account in light of the concerns she's raised relating to the work order costs associated with repairs to her rental hardwareBased on our records, on *** contacted our Care Centre to report they had lost their connection, advising he believed the equipment may have been damaged by a recent stormA technical representative then completed an assessment of their system readings and determined a work order would be required to restore their service
While Xplornet's Service & Warranty policy does not cover damage due to external causes, such as weather related events; which are considers acts-of-God, after speaking with *** Xplornet has since agreed to cover up to $*** of the cost associated with the service call once a receipt is providedIn addition to this, as a further gesture of good will, we have also placed a month credit on her account which will be applied to her next monthly invoice
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***' account to investigate
the concerns he's raised regarding his service cancellationBased on our review, we can confirm we received ***' cancellation request via email on August 25th and reached out to notify him in order to complete his request we would need to speak with him directly
This is done to ensure the cancellation request is being made by the authorized account holder and that they are aware of our hardware recovery process along with any possible outstanding charges however we will honor the cancellation based on the date we receive the initial request
To this end, recognizing that *** does not wish to contact us further regarding his cancellation; in good faith we have processed his request and his account is now cancelledAll service charges billed since August 25th have been reversed and a prorated refund of $*** will be issued once his hardware recovery is completed
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2016/01/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of ***'s complaint, Xplornet reviewed his account in light of the concerns
he's reportedFirst, we would like to extend our regrets to *** for the difficulties he's reported following the shutdown of his existing satellite service along with our apologies for any inconvenience this matter has caused him
At the time of our response, we can confirm ***'s outstanding balance has been waived and his account is now closed with a $final balanceNo action was taken to provide any information relating to this matter to a credit agency and *** should not expect to receive any further communication where his account has been finalized
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/03/14) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history and
are prepared to meet her desired resolution in light of the difficulties she's reported, along with the time that has passed since her August cancellation and the subsequent reversal of her early cancellation payment in October '
We have reached out to the Collection agency handling ***'s account to request that her file be closed and have instructed our billing department to reverse the $*** outstanding balance remaining on her accountOnce completed, her account will be closed with a $final balance and she should not expect to receive any further communications in relation to this matter
In closing, having agreed to meet ***'s desired resolution we hope she will find this to represent an acceptable response
***
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy to accept this response, as it is the response I requested, and feel is fairThank you to the Revdex.com for their help in this matter
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
*** contacted Xplornet in May of to advise that he was experiencing issues with his satellite
servicesA work order was dispatched to a local service technician in ***'s area but it was not completed as they were unable to make contact with himWhen *** contacted Xplornet at the beginning of June, 2017, the work order was sent to another installer in his areaXplornet apologizes for the delays encountered while awaiting completion of the work order and have advised *** that he will be credited for his down time upon completion of the service call
Since submitting a complaint to the Revdex.com, *** has reached out to Xplornet and the work order has been assigned to a local service technician in his area as the contractor the work order has been dispatched to was unable to book an appointment at the times *** had requestedA certified technician is expected to reach out to *** in the next 2-business days to discuss booking an appointment to complete the service call and restore ***'s connection
In closing, we would like to thank *** for his patience and understanding and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number provided to Explorenet was not usedThey continued to use the home phone which no one was home to receiveIn addition to this, the contractor was closed at 4pm.when trying to call during the day, the wait time was minutesI cannot stay on the phone this long during work.We could there fore not get in touch with themYes the order was forwarded to another contractor who contacted me, again through home phoneThey were unable to perform the service due to a high volume of bookingsAfter June was the first available timeThe present order should be completed June I am waiting to see if this happensI have been without services since May which they neglect to say and have been billing me knowing this anywaysThis is not good serviceWhen I decided to sign up, a service technition was here the same weekend to installWhy not for disruptions?
Final Business Response /* (4000, 9, 2017/06/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
On behalf of Xplornet, we would like to extend our apologies to *** in acknowledgment of the difficulties he has experienced while trying to schedule an appointment to have his services repairedXplornet contracts out to certified technicians local to the customer's service area in order to address service concerns as quickly as possibleOur records show that the work order has been returned as the contractor was unable to make arrangements with *** at the requested period he had asked
Upon receipt of alternate contact information in order to reach *** to discuss future appointments, Xplornet would be happy to reassign the work order to another certified technician in his area who may be able to meet his desired timeframe for an appointmentUpon completion of the service call, an out of service credit will be applied to ***'s account in acknowledgement of the days that he was out of service
To expedite this process we would ask that *** reach out to us at his earliest convenienceWe are available 24/7/at *** to best assist
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now, I will say I am satisfiedThis, of course depends on if my service is restored on June as the contractor has promisedI am still not satisfied that it has taken this longI would recommend that explornet find alternate methods to deal with this issue in the futureThank you
Thank you for forwarding the information provided by *** *** to our attention
Xplornet apologizes for any inconvenience or hardship that *** *** experienced as a result of difficulties associated with the termination of his account and subsequent termination fees applied upon the cancellation
Upon receipt of *** ***’s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in his complaint
In review of *** ***’s account, Xplornet would agree to waive *** ***’s termination fees due to the difficulties he experienced with his Xplornet services. A credit of $225+taxes has been applied to the account to offset the charges appliedIf *** *** has any questions, comments, or concerns, Xplornet is available 24/7/to best assist at ***
Sincerely,Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have received the refund.
Thank you
Initial Business Response /* (1000, 5, 2017/02/10) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet followed up on ***'s concerns with DC Simple
directly as this issue relates to a 3rd party product that was not sold or serviced by XplornetThey've since advised that they have spoken with *** to address his concerns and a refund has been issued
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused *** and hope he finds this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a refundAlthough it may be a third party product I bought it from an XPlornet employee and he accepted my paymentUntil my refund is issued I do not consider this matter resolvedThank you***
Final Business Response /* (4000, 9, 2017/02/24) */
Thank you for forwarding ***'s update to our attentionWe've since reached back out to both Digital Connect and DC Simple; they have provided documentation showing that a refund cheque was issued by postal mail on February 8th and have reached out to *** to confirm it was sent to the proper address along with its receipt
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/02/01) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Since receiving notice of his complaint, Xplornet has completed an updated on site assessment at
***'s residence in an effort to address his signal stability however despite our efforts the problem has persistedWhile we have offered to provide additional assistance, *** has requested his account be closed and in good faith we have agreed to waive his contract's early termination fee
To this end, in speaking with *** we have agreed to make arrangements for the recovery of his rental hardware and in compensation for his recent difficulties we have also placed a month credit on his account which will be refunded back to his credit card once his hardware recovery is completed
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his patience as we investigated his concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that Xplornet has cancelled my year contract, with Revdex.com support, due to not being able to fix my speed issues
Thank you to Revdex.com
Regards
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Once I receive a revised invoice I will pay the balance
Thank you,
***
Initial Business Response /* (1000, 5, 2016/11/14) */
Thank you for forwarding the information provided by *** to our attentionAfter receiving notice of her complaint, Xplornet completed a review of ***'s account history and have extend our apologies for the difficulties she
experienced with our services
Based on our review, Xplornet has waived the service commitment associated with ***'s account and she will not be held responsible for an early cancellation feeXplornet has also agreed to refund all payments ($*** tax incld.) made by *** which will be completed once the recovery of her rental hardware is confirmed
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter has caused *** and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company response was what I was looking forI consider the matter amicably closed
Initial Business Response /* (1000, 5, 2016/03/03) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's noted with her connection speeds and would like to extend our regrets for the difficulties she's experiencedBased on our review, we arranged to have a senior technician reassess ***'s connection to diagnose any potential problems her system
In assessing her connection we were able to verify that ***'s system readings are currently within an acceptable range for her service package and are in line with comparison readings for other customers in her areaThat being said, we have noted periods of heavy usage on the network that can have an impact on service speedsAs with any internet service, slowdowns during period of heavy usage can occur and we are doing everything within our control to ensure our customers receive fair and consistent access to the internetTo this end, Xplornet recently implemented changes to the traffic management policies (ITMPs) employed on our 4G satellite networks on February 23rd in the interest of improving performance to enhance the service experience on the network
Xplornet's 4G Satellite - HTV Traffic Management Policy can be reviewed on our website, ***
With respect to our warranty coverage, while ***'s current readings do not suggest that a work order is necessary, Xplornet's rental equipment comes with a limited lifetime warranty on parts and a one year warranty on labourWhere ***'s labour warranty expired in 2014, she would be responsible for labour costs associated with a service call, however in good faith, if *** continues to experience difficulties with her service following the adjustments that we've made on the network we would agree to cover the cost of an in warranty service call and would encourage her to reach out to our Care Centre at *** to speak with a technical support representative
Xplornet's Service & Warranty policies can be reviewed on our website, ***
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and hope she will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/03/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/08/19) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history
following his recent cancellationOur records reflect that *** signed up on our Xplore10/50GB service plan, agreeing to the terms of a year contract in exchange for a reduced activation fee and free basic installation
In order to complete the activation of his account, *** was required to confirm his acceptance to the term by acknowledging that he had read and accepted Xplornet's Terms of Service including Section "Early Cancellation" which he completed through our customer activity center on June 8thAs part of the agreement *** received a day money back guarantee during which time he was free to finalize his account for any reason if he was unsatisfied with his service experience
Xplornet did not receive any reports of service concerns from *** until his cancellation request on August 11th at which time he declined our offer to speak with technical support staff to troubleshoot his concerns and had already signed up for service through an alternate provider
We have since reviewed his system readings but have been unable to identify any problems with rental hardware and have noted that his usage history reflects that he was able to meet or exceed his 50GB monthly bandwidth allowance while using the service
To this end, while we regret that *** was not satisfied with his service experience, we maintain that in accepting the terms of the agreement and continuing to use the service past his initial day money back guarantee period he is responsible for the early cancellation fee stipulated by his service contractHowever, with that being said, as a gesture of good will and in the interest of reaching an acceptable resolution to this matter we are prepared to further reduce his early cancellation fee to $***, representing a 50% reduction to the his original cancellation fee
In closing, on behalf of Xplornet we would like to extend our regrets for any difficulties *** has experienced and hope he will find this to represent an acceptable compromise to resolve his complaint
Sincerely,
Xplornet Communications Inc
Thank you for providing the rebuttal submitted by *** ***
Upon review of *** ***’s response, Xplornet would agree to release him from his contractual obligation should he remain dissatisfied with the serviceA note will be placed on *** ***’s account to advise that there would be no termination fees applied at the time of cancellation if he were to cancel his services before the end of his contractual obligation
If *** *** has any further questions, comments, or concerns, or wishes to terminate his services with Xplornet, we would ask that he reach out to us at *** at his earliest convenience
Sincerely,Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will take them at their word, and expect the full refund on Feb9th.
Thanks to the Revdex.com for helping to resolve this problem
Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account
history in light of the concerns she's raised relating to repairs to her satellite service and upgrade to our LTE service platformBased on our review, we've confirmed that following a period of severe weather in her area in *** 'Xplornet completed repairs to restore her satellite service, however the following month *** had the system removed to have her roof redone which resulted in her loss of service
In contacting Xplornet to have her service restored, a representative explained that where she had the hardware removed we would not be able to cover a work order and she would be responsible for the costs associated with having the dish reinstalledAt that time, *** also inquired about upgrade options available in her area and it was determined that she would be eligible for an upgrade to our new LTE serviceIn noting this option, it was explained to *** that service conversions to LTE had an extended wait period and we would not be able to have her conversion completed right awayShe acknowledged this and agreed to wait for the upgrade option rather than pay to have her satellite service reinstalledRegrettably, as *** has explains in her complaint, the wait period for LTE conversions in her area was extended into early which she was notified of through email on ***, 'At no time was her service package or monthly billing adjusted to reflect our LTE service
In response, *** contacted us by email on *** to advise she was still without service and was directed to contact our Care Centre by phone to arrange to have a technician sent out to restore her service in light of the extended wait time for her LTE conversionWe did not hear back from *** until ***, when she again reached out through email to advise that she remained without serviceAgain, a representative advised her that this matter would need to be addressed by phone and she would need to reach out our Care CentreWe did not hear from *** again until***, at which time she contacted us by phone to inform us that she had relocated and wished to cancel her account
Xplornet would not normally provide compensation for downtime associated with a repairable issue which was not the result of an Xplornet related hardware or network problemHowever, recognizing *** was without service during this period, Xplornet will agree to adjust the costs associated with her service charges over the past and a half months to reflect our monthly seasonal suspension rateTo this end, we have applied a credit of $*** to ***'s account to be refunded once we have received confirmation that her rental hardware has been successfully been recovered
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response in the interest of achieving a mutually acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 8, 2016/02/01) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s
account in light of the concerns she's raised relating to the work order costs associated with repairs to her rental hardwareBased on our records, on *** contacted our Care Centre to report they had lost their connection, advising he believed the equipment may have been damaged by a recent stormA technical representative then completed an assessment of their system readings and determined a work order would be required to restore their service
While Xplornet's Service & Warranty policy does not cover damage due to external causes, such as weather related events; which are considers acts-of-God, after speaking with *** Xplornet has since agreed to cover up to $*** of the cost associated with the service call once a receipt is providedIn addition to this, as a further gesture of good will, we have also placed a month credit on her account which will be applied to her next monthly invoice
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/01/29) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history
regarding the concerns she's raised relating to the early cancellation fee charged following the finalization of her accountBased on our review, we have confirmed that *** accepted a year service term on April 3, 2013, ending April 2, and an early cancellation fee of $** would apply in the event that she finalized her account prior to the completion of her service commitment
That being said, having reviewed ***'s recent communications with our Care Centre we understand at the time of her January 9th package upgrade, when discussing any contract amendments that would result from a change to her service plan, she was advised there would be no contract associated with the upgradeWhile there was no contract renewal required as part of her package upgrade, this would not have changed the existing service term establish on her account and we sincerely regret any misunderstanding this may have caused
To this end, recognizing *** has been a valued Xplornet customer in good standing for the duration of her time with us as a gesture of good will we have agreed to meet her desired resolution and have waived the early cancellation fee billed to her account
In closing, on behalf of Xplornet we would like to extend our sincere apologies to *** for any frustration this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you XplornetI accept your apology and appreciate that you have decided to waive the cancellation fee
Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of their concerns, Xplornet completed a review of the ***' account history in light
of the difficulties they've noted in their complaintBased on our review, we've acknowledged a known issue relating to slowdowns during peak usage periods that we are working to resolve however technicians were able to identify an issue with the ***' signal strength that required a work order to address
The work order was recently completed in an effort to restore the ***' signal to an appropriate levelUnfortunately, while an improvement to their signal was noted, their system readings remain below the requirements for their service packageTheir account was escalated for further review by our advanced technical team who confirmed additional height would be required to meet service requirements
To this end, Xplornet has agreed to issue an updated work order to have an installer sent back out to reassess their line of sight to the tower and evaluate options for increasing the height of their receiverWe have also applied a month service credit to the ***' account as a show of good faith
In closing, we hope the *** will find this to represent an acceptable response and we will continue to work with them in the interest of addressing their service concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The proposed path forward is realisticWe hope Xplornet will keep their promises
I am rejecting this response because:
The issue started in October, I was billed the full amount of $and then again this amount for November. This month I received a bill on Dec 3, for $with a discount for $Nowhere has a discount of $been applied to my accountThat amount is equal to months of the full monthly billI have had days of uninterrupted service right now so I hope this continues going forwardShould I see an actual discount of the stated amount, I will agree with this issue being resolved
Initial Business Response /* (1000, 8, 2016/02/01) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s
account in light of the concerns she's raised relating to the work order costs associated with repairs to her rental hardwareBased on our records, on *** contacted our Care Centre to report they had lost their connection, advising he believed the equipment may have been damaged by a recent stormA technical representative then completed an assessment of their system readings and determined a work order would be required to restore their service
While Xplornet's Service & Warranty policy does not cover damage due to external causes, such as weather related events; which are considers acts-of-God, after speaking with *** Xplornet has since agreed to cover up to $*** of the cost associated with the service call once a receipt is providedIn addition to this, as a further gesture of good will, we have also placed a month credit on her account which will be applied to her next monthly invoice
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***' account to investigate
the concerns he's raised regarding his service cancellationBased on our review, we can confirm we received ***' cancellation request via email on August 25th and reached out to notify him in order to complete his request we would need to speak with him directly
This is done to ensure the cancellation request is being made by the authorized account holder and that they are aware of our hardware recovery process along with any possible outstanding charges however we will honor the cancellation based on the date we receive the initial request
To this end, recognizing that *** does not wish to contact us further regarding his cancellation; in good faith we have processed his request and his account is now cancelledAll service charges billed since August 25th have been reversed and a prorated refund of $*** will be issued once his hardware recovery is completed
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2016/01/05) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of ***'s complaint, Xplornet reviewed his account in light of the concerns
he's reportedFirst, we would like to extend our regrets to *** for the difficulties he's reported following the shutdown of his existing satellite service along with our apologies for any inconvenience this matter has caused him
At the time of our response, we can confirm ***'s outstanding balance has been waived and his account is now closed with a $final balanceNo action was taken to provide any information relating to this matter to a credit agency and *** should not expect to receive any further communication where his account has been finalized
In closing, we would again wish to extend our regrets to *** for any inconvenience this matter has caused and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/03/14) */
Thank you for forwarding the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history and
are prepared to meet her desired resolution in light of the difficulties she's reported, along with the time that has passed since her August cancellation and the subsequent reversal of her early cancellation payment in October '
We have reached out to the Collection agency handling ***'s account to request that her file be closed and have instructed our billing department to reverse the $*** outstanding balance remaining on her accountOnce completed, her account will be closed with a $final balance and she should not expect to receive any further communications in relation to this matter
In closing, having agreed to meet ***'s desired resolution we hope she will find this to represent an acceptable response
***
Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy to accept this response, as it is the response I requested, and feel is fairThank you to the Revdex.com for their help in this matter
Initial Business Response /* (1000, 5, 2017/06/13) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
*** contacted Xplornet in May of to advise that he was experiencing issues with his satellite
servicesA work order was dispatched to a local service technician in ***'s area but it was not completed as they were unable to make contact with himWhen *** contacted Xplornet at the beginning of June, 2017, the work order was sent to another installer in his areaXplornet apologizes for the delays encountered while awaiting completion of the work order and have advised *** that he will be credited for his down time upon completion of the service call
Since submitting a complaint to the Revdex.com, *** has reached out to Xplornet and the work order has been assigned to a local service technician in his area as the contractor the work order has been dispatched to was unable to book an appointment at the times *** had requestedA certified technician is expected to reach out to *** in the next 2-business days to discuss booking an appointment to complete the service call and restore ***'s connection
In closing, we would like to thank *** for his patience and understanding and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number provided to Explorenet was not usedThey continued to use the home phone which no one was home to receiveIn addition to this, the contractor was closed at 4pm.when trying to call during the day, the wait time was minutesI cannot stay on the phone this long during work.We could there fore not get in touch with themYes the order was forwarded to another contractor who contacted me, again through home phoneThey were unable to perform the service due to a high volume of bookingsAfter June was the first available timeThe present order should be completed June I am waiting to see if this happensI have been without services since May which they neglect to say and have been billing me knowing this anywaysThis is not good serviceWhen I decided to sign up, a service technition was here the same weekend to installWhy not for disruptions?
Final Business Response /* (4000, 9, 2017/06/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
On behalf of Xplornet, we would like to extend our apologies to *** in acknowledgment of the difficulties he has experienced while trying to schedule an appointment to have his services repairedXplornet contracts out to certified technicians local to the customer's service area in order to address service concerns as quickly as possibleOur records show that the work order has been returned as the contractor was unable to make arrangements with *** at the requested period he had asked
Upon receipt of alternate contact information in order to reach *** to discuss future appointments, Xplornet would be happy to reassign the work order to another certified technician in his area who may be able to meet his desired timeframe for an appointmentUpon completion of the service call, an out of service credit will be applied to ***'s account in acknowledgement of the days that he was out of service
To expedite this process we would ask that *** reach out to us at his earliest convenienceWe are available 24/7/at *** to best assist
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now, I will say I am satisfiedThis, of course depends on if my service is restored on June as the contractor has promisedI am still not satisfied that it has taken this longI would recommend that explornet find alternate methods to deal with this issue in the futureThank you
Thank you for forwarding the information provided by *** *** to our attention
Xplornet apologizes for any inconvenience or hardship that *** *** experienced as a result of difficulties associated with the termination of his account and subsequent termination fees applied upon the cancellation
Upon receipt of *** ***’s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in his complaint
In review of *** ***’s account, Xplornet would agree to waive *** ***’s termination fees due to the difficulties he experienced with his Xplornet services. A credit of $225+taxes has been applied to the account to offset the charges appliedIf *** *** has any questions, comments, or concerns, Xplornet is available 24/7/to best assist at ***
Sincerely,Xplornet Communications
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have received the refund.
Thank you
Initial Business Response /* (1000, 5, 2017/02/10) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet followed up on ***'s concerns with DC Simple
directly as this issue relates to a 3rd party product that was not sold or serviced by XplornetThey've since advised that they have spoken with *** to address his concerns and a refund has been issued
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter may have caused *** and hope he finds this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a refundAlthough it may be a third party product I bought it from an XPlornet employee and he accepted my paymentUntil my refund is issued I do not consider this matter resolvedThank you***
Final Business Response /* (4000, 9, 2017/02/24) */
Thank you for forwarding ***'s update to our attentionWe've since reached back out to both Digital Connect and DC Simple; they have provided documentation showing that a refund cheque was issued by postal mail on February 8th and have reached out to *** to confirm it was sent to the proper address along with its receipt
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)