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 $*** will be issued once his hardware recovery is completed
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2017/10/30) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has agreed to meet ***'s desired resolution and would like to extend its regrets for
the difficulties she's reported with her service experienceIn proceeding with her account's cancellation we have waived all early cancellation charges and a work order has been issued to recover the rental hardware remaining in her possession
In closing, we would further wish to thank *** for her patience as we reviewed her concerns and hope she will find this to represent an acceptable resolution to her complaint
Initial Consumer Rebuttal /* (2000, 12, 2017/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with responseThank you very much
Initial Business Response /* (1000, 5, 2017/02/23) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the service concerns he's reported and his contract disputeBased on our review, while we regret any difficulties he's experienced, Xplornet has not identified any problems with his equipment or on the network that would deem his location unserviceable and his service contract would not be waived
We've reviewed the recording of ***'s conversion agreement and can confirmed that he accepted a new year contract term in exchange the reduction of his one-time upgrade fee ($***) and the conversion of his existing service equipmentWith that being said, in the interest of reaching an acceptable resolution and as a show of good faith, in the event of his cancellation Xplornet is prepared to reduce ***'s early cancellation fee to $*** which would cover the cost associated with the upgrade fee that was waived as part of his new contract agreement
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 8, 2017/02/10) */
Hi,
Just a short note to thank you for your efforts on this file
I have not heard directly from XplornetBUTa credit was applied to my credit card on February 3rd and I now consider this file closed!!
You have accomplished more in under a
week than I could in months!!
Thanks again!!
Sincerely,
***
Initial Business Response /* (1000, 10, 2017/08/30) */
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 an updated review of ***'s account
history in light of the service concerns she's reported and in good faith we will not seek to hold her to an early cancellation feeIn order to proceed with the cancellation of her account, *** will simply need to contact Xplornet's Customer Care Centre at *** to confirm her requested cancellation date
In closing, Xplornet would like to extend its regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response as acceptable as they have agreed to not charge the early cancellation fees
Xplornet extends its apologies for the issues that *** *** has experienced surrounding the process of moving and the issue with cancellation
Given the circumstances surrounding this complaint the charges for hardware and early cancellation with Xplornet has been waived
Xplornet has also
sent a request our distribution department to waive any equipment currently on file prior to the move into Prescott
Warmest regards,
Initial Business Response /* (1000, 5, 2016/02/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
At the time of his submission, Xplornet had arranged to have a work order completed after identifying an
issue with *** signal stabilityThe work order was serviced on February 10th at which time adjustments were made to improve his service reception and *** contacted our Care Centre shortly thereafter to report that the work order had successfully addressed the issue
We've since heard back from *** on February 14th, when he reported experiencing an outage however as he had reset his system and restored service prior to notifying us of the issue we were unable to identify any problems with his connection after verifying his signal was meeting the guidelines for his service packageTo this end, we've requested *** contact us prior to resetting his system if the issue reoccurs to allow a technician an opportunity to review his connection as the problem is being experienced and, as a sign of good faith, Xplornet has placed a month credit on ***' account which will be visible on his next month's service invoice
In closing, on behalf Xplornet we would like to extend our regrets for any inconvenience this issue has caused and thank *** for his patience as we have investigated his concernsWe hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of the concerns *** *** has reported with his connection being incorrectly placed in limited
stateIn reviewing the issue we have acknowledged that an error occurred which inadvertently caused *** ***’s connection to remain in limited stateDue to the nature of the issue, addressing the problem required further escalation and for this we extend our apologies to *** *** along with our regrets for any inconvenience he experiencedIn compensation for his difficulties, we would normally offer an out of service credit for the days the issue was experienced (approx$9.99+tax) however as a show of good will we agreed to offer *** *** a $one-time credit or a month $discount ($value) With that being said, recognizing *** *** remains unsatisfied with the compensation he’s been offered, in the interest of reaching an acceptable resolution, Xplornet will increase the credit to his account to cover a full month service charge of $99.99+ tax and the credit will be reflected on his next monthly invoice With respect to *** ***’s request for additional data packages, Xplornet currently offers monthly bandwidth allowances up to 200GB on his satellite platformIf he wishes to increase his usage, he can do so at any time by contacting out Care Centre at *** and one of our agents would be happy to assist himIn closing, we would again wish to extend our regrets to *** *** for his inconvenience and apologize for any frustration his matter has causedWe hope he will find this to represent an acceptable responseSincerely, Xplornet Communications
Dear *** ***,
Xplornet extends its apologies for the inability to successfully retrieve the equipment which resulted in the unexpected payment for the hardwareXplornet has processed the refund of $for the hardware and in total you will receive a refund back of $after
taxesCurrently the refund is awaiting the confirmed payment of $to go through successfully prior to refunding the amount backThis refund should be sent to the payment method on file on the 9th of February at the earliest
Warmest regards,
*** ***Customer Response Coordinator
*** *** *** *** * *** ** *** ***
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on his Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns as outlined in his complaint to the Revdex.com
Review of the account history shows that *** *** was installed on July 22, At the time of installation he was charged $99.00+taxes for the Xplornet Equipment Installation which appeared on his first invoiceAny charges above and beyond the first invoice would have been charged by the third party contractor for additional hardware or labor on the installation which is not covered by XplornetAs such, Xplornet would be unable to refund the amounts paid to *** *** as they were not billed by XplornetAdditionally, on November 21, 2017, *** *** contacted Xplornet as his modem was offline and he was unable to connect to the internetA recurring discount of $10/month was issued in acknowledgement of the concerns he’d raised with his service for six month duration
In the interest of resolving *** ***’s concerns, Xplornet would agree to refund him the $99.00+taxes activation fee paid on the first invoice and extend his recurring discount from six months to twelve monthsA neighboring tower to *** ***’s current tower has recently been upgraded to LTE and would reflect a more positive service experience than the network *** *** currently connects toOur records show that local service technicians have determined that *** ***’s installation would require more height to improve his experience to his existing tower so it would be our recommendation to attempt a repoint to the Trenton POP towerThat being said, due to the difficulties *** *** has experienced, if he would prefer to terminate his services and seek out another provider Xplornet would not hold him to his contractual obligation and would allow him to cancel with no penaltyXplornet is available 24/7/to best assist and would welcome *** *** to reach out at his earliest convenience to explore repoint options or process a cancellation for him
In closing, on behalf of Xplornet, I would like to thank *** *** for his patience and his understanding as we work towards determining a satisfactory resolution to his complaint
Sincerely, Xplornet Communication
Initial Business Response /* (1000, 5, 2017/04/10) */
Thank you for bringing 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
following her service cancellationBased on our review we've identified that following her service installation we were unable to stabilize her signal to provide a consistent service experience and despite our best efforts, the issue was unable to be rectified
To this end, we've agreed to provide *** with a full refund for all payment made to Xplornet, totaling $*** (taxes in) under our day money back guarantee policyA service call to recover the rental hardware in her possession has been issued and her refund will be processed once the work order has been completed
With respect to the additional compensation *** has requested for her tripod, we've reiterated that additional costs associated with her enhanced installation would not be applicable for a refundIn order to request compensation for any additional charges associated with her enhanced installation she would need to speak directly with the dealership that completed her installation
In closing, on behalf of Xplornet we would like to extend our regrets to *** for her inconvenience along with our apologies for the difficulties she experienced with her connection
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealer that did the installation insistes that the problem is with Explornet's tower, not interference as Expornet says it wasThe dealer was onsite with their equipment and requested Explornet to send one of their technicians to witness the problemExplornet refuses to aknowledge that there could be a problem with their towerEven if they just oversold the tower like one of their sales people told me they should be responisble for the damage the uninstalltion of the tripod required to acquire the signal they originally told me I was well within range to recieveThey up sell their product to many people living in areas where there has been no other options for high speed internet then make them jump through hoops to get the service then just dump the customer without fullfilling their end of the saleI have not yet recieved the refund and the equipment was uninstalled on Monday (today is Friday)
Final Business Response /* (4000, 9, 2017/04/26) */
Thank you for forwarding ***'s rebuttal to our attention
Further to our original response, Xplornet would again wish to convey our regrets to *** for being unable to rectify the signal stability issue identified following her installation and apologize for any inconvenience this matter has caused her
As part of our money back guarantee a refund of $*** was issued back to ***'s bank account on April 24th and we have confirmed successful recovery of our rental hardwareShe should expect to see the returned funds deposited to her bank account within the next 3-business days
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for review. Xplornet will agree to meet the desired resolution requested by *** *** and a credit of $(before tax) has been applied to offset his early cancellation
feeAn updated final invoice will be issued later this month to reflect the adjustment and we extend our regrets to *** *** for any inconvenience this matter may have caused. In closing, on behalf of Xplornet we would also like to thank *** *** for his patience as we reviewed his complaint and hope he will find this to represent an acceptable resolution.Sincerely, Xplornet Communications
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for review. Xplornet will agree to meet the desired resolution requested by *** *** and a credit of $(before tax) has been applied to offset his early cancellation
feeAn updated final invoice will be issued later this month to reflect the adjustment and we extend our regrets to *** *** for any inconvenience this matter may have caused. In closing, on behalf of Xplornet we would also like to thank *** *** for his patience as we reviewed his complaint and hope he will find this to represent an acceptable resolution.Sincerely, Xplornet Communications
Thank you for forwarding the information provided by *** ***.Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on her Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in her complaint to the Revdex.comIn review of the account, Xplornet would agree to waive the termination fees should *** *** decide to cancel her Xplornet services; a note has been placed on the account to advise that no termination fees will apply. If *** *** has any further questions, comments, or concerns, or would like to process a cancellation, Xplornet is available 24/7/at *** to assistIn closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaintSincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2017/08/11) */
Thank you for forwarding the information provided by ***
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in her complaint
Our records show
that *** contacted Xplornet to move her services on June 11, 2017, as she would need services at her new location as of July 28, A work order was dispatched to a local service technician to check for line of sight at ***'s new location however we determined that they would be unable to install satellite or fixed wireless services due to heavy tree lines in the areaAs the contract is assigned to the install location, *** was advised that cancellation fees of $**/month x the remaining months left on the contract would apply when the account was terminated
As *** made a good faith attempt to move her Xplornet services to her new location and was not able to install services, Xplornet would be willing to waive the termination fees associated with the account cancellationA credit of $***+taxes has been applied to the account and has off-set any outstanding balance remaining on the accountIf *** has any further questions, comments, or concerns, we are available 24/7/at *** to assist
On behalf of Xplornet I would like to extend our apologies for any inconvenience or hardship that this matter may have caused *** and anticipate the aforementioned credit will resolve her complaint and address her concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is exactly the response I wanted
Initial Business Response /* (1000, 5, 2017/07/28) */
Thank you for bringing Ms.*** concerns to our attention Xplornet offers the following in response to her complaint
Ms*** signed up on our Xplore package on July 8, agreeing to a year contractHer contract details were
emailed to her on June 29, when she agreed to have the services installed at her location
Xplornet has completed a review of Ms.*** account following the receipt of her complaint Based on our review, we can confirm there are currently no known network related issues in Ms.*** area and there were no problems identified with Ms.*** rental hardware that would determine her location to be unserviceable in order to waive her cancellation feeWith respect to her speed concerns, our goal is to ensure that each Xplornet customer receives fair and consistent access to the InternetBandwidth (the amount of data that can be transmitted and received) is shared among everyone who is connected to the networkDetails regarding Xplornet's Traffic Management Policy can also be found on our website at https://www.xplornet.com/legal/usage-traffic-policies/4g-satellite-traffic-manag...⇄ />
In closing, on behalf of Xplornet, we would like to express our regrets for any inconvenience or hardship that this matter has caused and thank Ms*** for the feedback she's provided on her experience
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/28) */
Thank you for bringing 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 in
the interest of reaching a mutually acceptable resolution we will agree to waive the remainder of her service contract and she will not be responsible for an early cancellation feeAdditionally, we will arrange to have ***'s cancellation backdated to December 13th when we received her initial inquiry
In order to proceed with her account's cancellation, *** would simply need to contact our Care Centre at *** to confirm her request and allow for arrangements to be made for the recovery of her Xplornet rental hardware
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and we hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Am unsure why I had to enlist the Revdex.com's help to get Xplornet to acknowledge their unethical, money-grabbing doctrine but am definitely glad I did!
I just hope Explornet does what they promiseXplornet will send a technician to pitheir equipment in 5-business daysThey say they are back-dating my account to my original cancellation request date which results in my oweing days worth of their service totalling $*plus taxTold them the bill will be paid in full once I receive it in writing
BIG THUMBS UP TO THE Revdex.com!
Initial Business Response /* (1000, 5, 2016/11/23) */
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 raised regarding the recovery of her rental hardware
Based on our review, we would like to extend our regrets for the difficulties *** experienced while working to return her rental hardwareIn good faith, Xplornet has agreed to proactively reverse the hardware charges billed to her account and have issued a refund back to her credit card for the $*** prorated service credit remaining on her account
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused *** and thank her for her patience as we reviewed her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/10/27) */
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 in light
of the concerns he's raised surrounding his recent cancellation requestBased on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to backdate the cancellation of his account to September 10th and extend our apologies for any inconvenience this matter has caused
Xplornet has instructed our billing department to issue a $*** credit to his account in order to adjust his final balance to reflect the backdated cancellation date With the additional compensation, *** final refund amounts to $*** (tax incl.) and will be completed once we have confirmed the recovery of his Xplornet rental hardware
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 11, 2017/10/06) */
Thank you for forwarding the information provided by *** to our attention
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns as outlined in his complaint
Our records show that while troubleshooting with ***, we were unable to determine the root cause of the issues he was experiencing with the serviceSignal readings on the equipment installed at his location were exceeding the requirements for his service package but he was unable to browse when connecting via wireless to the serviceAs the Xplornet service is intended for a direct connection to one computer, *** was advised that there may be additional charges for the completion of a work order if the issue is deemed to be with the wireless router and not with the Xplornet rental equipment*** declined the work order at this time and asked that it be cancelled as he did not want to pay
In review of the case history on ***'s account, and in acknowledgement of the concerns he has expressed, Xplornet would agree to waive **% of his early cancellation fees should he still wish to cancelAt this time we would request that *** contact us to complete troubleshooting while directly connected to the Xplornet service, to one device, to rule out the wireless router as the cause of his service disruptionIf ***'s service is not allowing him to browse while directly connected to the Xplornet service, a service call would be covered under his installation warranty and would be at no cost to him
Xplornet is available 24/7/at *** to best assist and would welcome *** to contact us at his earliest convenience to troubleshoot his connection issues or process a cancellation
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 13, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with xplornet,they blatently lied to the Revdex.com,as I have already done the troubleshooting that they suggestedI was told by the gentleman I was speaking with that I had internet and that I he figured it was the small black box which is property of ***.I am not in any financial situation to be paying fees for service that I have not received.I have not touched any of the equipment nor have a moved any wires etc.That being said I do not feel how I am responsible in any way ,shape or form for having no internet serviceI've paid over $*** so far and received less than a month of service.Also I would like to note that I had to fasten the cable to the roof myself and screw the splitter on myselfIs that my job?No it is not,I am an exterior contractor not a satellite/internet installation tech.Xplornet is only willing to see things their own way,not the way of me (the customer)Would waste my time doing all this if I didn't feel I was being treated poorly and unfairly?No I sure wouldn't,I'm a busy business man that puts customers first and have taken losses on jobs more than once to make sure the customer is percent satisfiedI do not intend to let this go by the way side as I have a child to raise and this takes food out of her mouth.I would drive the equipment to lethbridge,give it back to la satellite personally if Xplornet would be a company that puts customers first and will let me out of the contract with * fee.If this resolution cannot be met I will take action as neededThankyou for your consideration in this matter
Final Business Response /* (4000, 15, 2017/10/10) */
Thank you for forwarding ***'s response
Xplornet apologizes that *** remains unsatisfied with the resolution proposed in its previous responseXplornet prides itself on being customer first; we put the customer at the heart of everything we do to achieve customer satisfaction and loyaltyAs a resolution to the concerns that *** has continued to address in his response to the Revdex.com, Xplornet has agreed to waive any fees associated with the termination of his account should he decide to cancel
While Xplornet has agreed to waive any charges associated with the termination of his account, should *** decide to maintain the service Xplornet would agree to cover the cost of a one-time work order should the issue not be relating to the Xplornet equipmentIn order to proceed with the work order, or to process a cancellation, we would ask that *** reach out to Xplornet at *** at his earliest convenience
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 17, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with this resolution.I did not feel I was given the service that I paid for abd am satisfied that Xplornet agreed to waive any early cancellation fees associated with my account.Thankyou for your assistance in this matter and although I was not happy with xplornets service they did provide me with a resolution in which puts the customer first
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 $*** will be issued once his hardware recovery is completed
In closing, we would like to extend our regrets for any inconvenience this matter has caused *** and thank him for his time as a valued Xplornet customer
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 10, 2017/10/30) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
Xplornet has agreed to meet ***'s desired resolution and would like to extend its regrets for
the difficulties she's reported with her service experienceIn proceeding with her account's cancellation we have waived all early cancellation charges and a work order has been issued to recover the rental hardware remaining in her possession
In closing, we would further wish to thank *** for her patience as we reviewed her concerns and hope she will find this to represent an acceptable resolution to her complaint
Initial Consumer Rebuttal /* (2000, 12, 2017/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with responseThank you very much
Initial Business Response /* (1000, 5, 2017/02/23) */
Thank you for bringing the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account history in light
of the service concerns he's reported and his contract disputeBased on our review, while we regret any difficulties he's experienced, Xplornet has not identified any problems with his equipment or on the network that would deem his location unserviceable and his service contract would not be waived
We've reviewed the recording of ***'s conversion agreement and can confirmed that he accepted a new year contract term in exchange the reduction of his one-time upgrade fee ($***) and the conversion of his existing service equipmentWith that being said, in the interest of reaching an acceptable resolution and as a show of good faith, in the event of his cancellation Xplornet is prepared to reduce ***'s early cancellation fee to $*** which would cover the cost associated with the upgrade fee that was waived as part of his new contract agreement
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 8, 2017/02/10) */
Hi,
Just a short note to thank you for your efforts on this file
I have not heard directly from XplornetBUTa credit was applied to my credit card on February 3rd and I now consider this file closed!!
You have accomplished more in under a
week than I could in months!!
Thanks again!!
Sincerely,
***
Initial Business Response /* (1000, 10, 2017/08/30) */
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 an updated review of ***'s account
history in light of the service concerns she's reported and in good faith we will not seek to hold her to an early cancellation feeIn order to proceed with the cancellation of her account, *** will simply need to contact Xplornet's Customer Care Centre at *** to confirm her requested cancellation date
In closing, Xplornet would like to extend its regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable response to her complaint
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 12, 2017/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response as acceptable as they have agreed to not charge the early cancellation fees
Xplornet extends its apologies for the issues that *** *** has experienced surrounding the process of moving and the issue with cancellation
Given the circumstances surrounding this complaint the charges for hardware and early cancellation with Xplornet has been waived
Xplornet has also
sent a request our distribution department to waive any equipment currently on file prior to the move into Prescott
Warmest regards,
Initial Business Response /* (1000, 5, 2016/02/19) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
At the time of his submission, Xplornet had arranged to have a work order completed after identifying an
issue with *** signal stabilityThe work order was serviced on February 10th at which time adjustments were made to improve his service reception and *** contacted our Care Centre shortly thereafter to report that the work order had successfully addressed the issue
We've since heard back from *** on February 14th, when he reported experiencing an outage however as he had reset his system and restored service prior to notifying us of the issue we were unable to identify any problems with his connection after verifying his signal was meeting the guidelines for his service packageTo this end, we've requested *** contact us prior to resetting his system if the issue reoccurs to allow a technician an opportunity to review his connection as the problem is being experienced and, as a sign of good faith, Xplornet has placed a month credit on ***' account which will be visible on his next month's service invoice
In closing, on behalf Xplornet we would like to extend our regrets for any inconvenience this issue has caused and thank *** for his patience as we have investigated his concernsWe hope he will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for reviewFollowing the receipt of his complaint, Xplornet completed a review of the concerns *** *** has reported with his connection being incorrectly placed in limited
stateIn reviewing the issue we have acknowledged that an error occurred which inadvertently caused *** ***’s connection to remain in limited stateDue to the nature of the issue, addressing the problem required further escalation and for this we extend our apologies to *** *** along with our regrets for any inconvenience he experiencedIn compensation for his difficulties, we would normally offer an out of service credit for the days the issue was experienced (approx$9.99+tax) however as a show of good will we agreed to offer *** *** a $one-time credit or a month $discount ($value) With that being said, recognizing *** *** remains unsatisfied with the compensation he’s been offered, in the interest of reaching an acceptable resolution, Xplornet will increase the credit to his account to cover a full month service charge of $99.99+ tax and the credit will be reflected on his next monthly invoice With respect to *** ***’s request for additional data packages, Xplornet currently offers monthly bandwidth allowances up to 200GB on his satellite platformIf he wishes to increase his usage, he can do so at any time by contacting out Care Centre at *** and one of our agents would be happy to assist himIn closing, we would again wish to extend our regrets to *** *** for his inconvenience and apologize for any frustration his matter has causedWe hope he will find this to represent an acceptable responseSincerely, Xplornet Communications
Dear *** ***,
Xplornet extends its apologies for the inability to successfully retrieve the equipment which resulted in the unexpected payment for the hardwareXplornet has processed the refund of $for the hardware and in total you will receive a refund back of $after
taxesCurrently the refund is awaiting the confirmed payment of $to go through successfully prior to refunding the amount backThis refund should be sent to the payment method on file on the 9th of February at the earliest
Warmest regards,
*** ***Customer Response Coordinator
*** *** *** *** * *** ** *** ***
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on his Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns as outlined in his complaint to the Revdex.com
Review of the account history shows that *** *** was installed on July 22, At the time of installation he was charged $99.00+taxes for the Xplornet Equipment Installation which appeared on his first invoiceAny charges above and beyond the first invoice would have been charged by the third party contractor for additional hardware or labor on the installation which is not covered by XplornetAs such, Xplornet would be unable to refund the amounts paid to *** *** as they were not billed by XplornetAdditionally, on November 21, 2017, *** *** contacted Xplornet as his modem was offline and he was unable to connect to the internetA recurring discount of $10/month was issued in acknowledgement of the concerns he’d raised with his service for six month duration
In the interest of resolving *** ***’s concerns, Xplornet would agree to refund him the $99.00+taxes activation fee paid on the first invoice and extend his recurring discount from six months to twelve monthsA neighboring tower to *** ***’s current tower has recently been upgraded to LTE and would reflect a more positive service experience than the network *** *** currently connects toOur records show that local service technicians have determined that *** ***’s installation would require more height to improve his experience to his existing tower so it would be our recommendation to attempt a repoint to the Trenton POP towerThat being said, due to the difficulties *** *** has experienced, if he would prefer to terminate his services and seek out another provider Xplornet would not hold him to his contractual obligation and would allow him to cancel with no penaltyXplornet is available 24/7/to best assist and would welcome *** *** to reach out at his earliest convenience to explore repoint options or process a cancellation for him
In closing, on behalf of Xplornet, I would like to thank *** *** for his patience and his understanding as we work towards determining a satisfactory resolution to his complaint
Sincerely, Xplornet Communication
Initial Business Response /* (1000, 5, 2017/04/10) */
Thank you for bringing 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
following her service cancellationBased on our review we've identified that following her service installation we were unable to stabilize her signal to provide a consistent service experience and despite our best efforts, the issue was unable to be rectified
To this end, we've agreed to provide *** with a full refund for all payment made to Xplornet, totaling $*** (taxes in) under our day money back guarantee policyA service call to recover the rental hardware in her possession has been issued and her refund will be processed once the work order has been completed
With respect to the additional compensation *** has requested for her tripod, we've reiterated that additional costs associated with her enhanced installation would not be applicable for a refundIn order to request compensation for any additional charges associated with her enhanced installation she would need to speak directly with the dealership that completed her installation
In closing, on behalf of Xplornet we would like to extend our regrets to *** for her inconvenience along with our apologies for the difficulties she experienced with her connection
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 7, 2017/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealer that did the installation insistes that the problem is with Explornet's tower, not interference as Expornet says it wasThe dealer was onsite with their equipment and requested Explornet to send one of their technicians to witness the problemExplornet refuses to aknowledge that there could be a problem with their towerEven if they just oversold the tower like one of their sales people told me they should be responisble for the damage the uninstalltion of the tripod required to acquire the signal they originally told me I was well within range to recieveThey up sell their product to many people living in areas where there has been no other options for high speed internet then make them jump through hoops to get the service then just dump the customer without fullfilling their end of the saleI have not yet recieved the refund and the equipment was uninstalled on Monday (today is Friday)
Final Business Response /* (4000, 9, 2017/04/26) */
Thank you for forwarding ***'s rebuttal to our attention
Further to our original response, Xplornet would again wish to convey our regrets to *** for being unable to rectify the signal stability issue identified following her installation and apologize for any inconvenience this matter has caused her
As part of our money back guarantee a refund of $*** was issued back to ***'s bank account on April 24th and we have confirmed successful recovery of our rental hardwareShe should expect to see the returned funds deposited to her bank account within the next 3-business days
Thank you,
Xplornet Communications
Final Consumer Response /* (2000, 11, 2017/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for review. Xplornet will agree to meet the desired resolution requested by *** *** and a credit of $(before tax) has been applied to offset his early cancellation
feeAn updated final invoice will be issued later this month to reflect the adjustment and we extend our regrets to *** *** for any inconvenience this matter may have caused. In closing, on behalf of Xplornet we would also like to thank *** *** for his patience as we reviewed his complaint and hope he will find this to represent an acceptable resolution.Sincerely, Xplornet Communications
Thank you for bringing the information provided by *** *** to our attentionIn response, the following is available for review. Xplornet will agree to meet the desired resolution requested by *** *** and a credit of $(before tax) has been applied to offset his early cancellation
feeAn updated final invoice will be issued later this month to reflect the adjustment and we extend our regrets to *** *** for any inconvenience this matter may have caused. In closing, on behalf of Xplornet we would also like to thank *** *** for his patience as we reviewed his complaint and hope he will find this to represent an acceptable resolution.Sincerely, Xplornet Communications
Thank you for forwarding the information provided by *** ***.Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on her Xplornet serviceUpon receipt of *** ***’s complaint, a thorough review of the
account history has been completed in order to address the concerns outlined in her complaint to the Revdex.comIn review of the account, Xplornet would agree to waive the termination fees should *** *** decide to cancel her Xplornet services; a note has been placed on the account to advise that no termination fees will apply. If *** *** has any further questions, comments, or concerns, or would like to process a cancellation, Xplornet is available 24/7/at *** to assistIn closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaintSincerely, Xplornet Communications
Initial Business Response /* (1000, 5, 2017/08/11) */
Thank you for forwarding the information provided by ***
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in her complaint
Our records show
that *** contacted Xplornet to move her services on June 11, 2017, as she would need services at her new location as of July 28, A work order was dispatched to a local service technician to check for line of sight at ***'s new location however we determined that they would be unable to install satellite or fixed wireless services due to heavy tree lines in the areaAs the contract is assigned to the install location, *** was advised that cancellation fees of $**/month x the remaining months left on the contract would apply when the account was terminated
As *** made a good faith attempt to move her Xplornet services to her new location and was not able to install services, Xplornet would be willing to waive the termination fees associated with the account cancellationA credit of $***+taxes has been applied to the account and has off-set any outstanding balance remaining on the accountIf *** has any further questions, comments, or concerns, we are available 24/7/at *** to assist
On behalf of Xplornet I would like to extend our apologies for any inconvenience or hardship that this matter may have caused *** and anticipate the aforementioned credit will resolve her complaint and address her concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is exactly the response I wanted
Initial Business Response /* (1000, 5, 2017/07/28) */
Thank you for bringing Ms.*** concerns to our attention Xplornet offers the following in response to her complaint
Ms*** signed up on our Xplore package on July 8, agreeing to a year contractHer contract details were
emailed to her on June 29, when she agreed to have the services installed at her location
Xplornet has completed a review of Ms.*** account following the receipt of her complaint Based on our review, we can confirm there are currently no known network related issues in Ms.*** area and there were no problems identified with Ms.*** rental hardware that would determine her location to be unserviceable in order to waive her cancellation feeWith respect to her speed concerns, our goal is to ensure that each Xplornet customer receives fair and consistent access to the InternetBandwidth (the amount of data that can be transmitted and received) is shared among everyone who is connected to the networkDetails regarding Xplornet's Traffic Management Policy can also be found on our website at https://www.xplornet.com/legal/usage-traffic-policies/4g-satellite-traffic-manag...⇄ /> In closing, on behalf of Xplornet, we would like to express our regrets for any inconvenience or hardship that this matter has caused and thank Ms*** for the feedback she's provided on her experience
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/02/28) */
Thank you for bringing 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 in
the interest of reaching a mutually acceptable resolution we will agree to waive the remainder of her service contract and she will not be responsible for an early cancellation feeAdditionally, we will arrange to have ***'s cancellation backdated to December 13th when we received her initial inquiry
In order to proceed with her account's cancellation, *** would simply need to contact our Care Centre at *** to confirm her request and allow for arrangements to be made for the recovery of her Xplornet rental hardware
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused *** and we hope she will find this to represent an acceptable response
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Am unsure why I had to enlist the Revdex.com's help to get Xplornet to acknowledge their unethical, money-grabbing doctrine but am definitely glad I did!
I just hope Explornet does what they promiseXplornet will send a technician to pitheir equipment in 5-business daysThey say they are back-dating my account to my original cancellation request date which results in my oweing days worth of their service totalling $*plus taxTold them the bill will be paid in full once I receive it in writing
BIG THUMBS UP TO THE Revdex.com!
Initial Business Response /* (1000, 5, 2016/11/23) */
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 raised regarding the recovery of her rental hardware
Based on our review, we would like to extend our regrets for the difficulties *** experienced while working to return her rental hardwareIn good faith, Xplornet has agreed to proactively reverse the hardware charges billed to her account and have issued a refund back to her credit card for the $*** prorated service credit remaining on her account
In closing, on behalf of Xplornet we would like to extend our apologies for any inconvenience this matter has caused *** and thank her for her patience as we reviewed her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/10/27) */
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 in light
of the concerns he's raised surrounding his recent cancellation requestBased on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to backdate the cancellation of his account to September 10th and extend our apologies for any inconvenience this matter has caused
Xplornet has instructed our billing department to issue a $*** credit to his account in order to adjust his final balance to reflect the backdated cancellation date With the additional compensation, *** final refund amounts to $*** (tax incl.) and will be completed once we have confirmed the recovery of his Xplornet rental hardware
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 11, 2017/10/06) */
Thank you for forwarding the information provided by *** to our attention
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns as outlined in his complaint
Our records show that while troubleshooting with ***, we were unable to determine the root cause of the issues he was experiencing with the serviceSignal readings on the equipment installed at his location were exceeding the requirements for his service package but he was unable to browse when connecting via wireless to the serviceAs the Xplornet service is intended for a direct connection to one computer, *** was advised that there may be additional charges for the completion of a work order if the issue is deemed to be with the wireless router and not with the Xplornet rental equipment*** declined the work order at this time and asked that it be cancelled as he did not want to pay
In review of the case history on ***'s account, and in acknowledgement of the concerns he has expressed, Xplornet would agree to waive **% of his early cancellation fees should he still wish to cancelAt this time we would request that *** contact us to complete troubleshooting while directly connected to the Xplornet service, to one device, to rule out the wireless router as the cause of his service disruptionIf ***'s service is not allowing him to browse while directly connected to the Xplornet service, a service call would be covered under his installation warranty and would be at no cost to him
Xplornet is available 24/7/at *** to best assist and would welcome *** to contact us at his earliest convenience to troubleshoot his connection issues or process a cancellation
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (3000, 13, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with xplornet,they blatently lied to the Revdex.com,as I have already done the troubleshooting that they suggestedI was told by the gentleman I was speaking with that I had internet and that I he figured it was the small black box which is property of ***.I am not in any financial situation to be paying fees for service that I have not received.I have not touched any of the equipment nor have a moved any wires etc.That being said I do not feel how I am responsible in any way ,shape or form for having no internet serviceI've paid over $*** so far and received less than a month of service.Also I would like to note that I had to fasten the cable to the roof myself and screw the splitter on myselfIs that my job?No it is not,I am an exterior contractor not a satellite/internet installation tech.Xplornet is only willing to see things their own way,not the way of me (the customer)Would waste my time doing all this if I didn't feel I was being treated poorly and unfairly?No I sure wouldn't,I'm a busy business man that puts customers first and have taken losses on jobs more than once to make sure the customer is percent satisfiedI do not intend to let this go by the way side as I have a child to raise and this takes food out of her mouth.I would drive the equipment to lethbridge,give it back to la satellite personally if Xplornet would be a company that puts customers first and will let me out of the contract with * fee.If this resolution cannot be met I will take action as neededThankyou for your consideration in this matter
Final Business Response /* (4000, 15, 2017/10/10) */
Thank you for forwarding ***'s response
Xplornet apologizes that *** remains unsatisfied with the resolution proposed in its previous responseXplornet prides itself on being customer first; we put the customer at the heart of everything we do to achieve customer satisfaction and loyaltyAs a resolution to the concerns that *** has continued to address in his response to the Revdex.com, Xplornet has agreed to waive any fees associated with the termination of his account should he decide to cancel
While Xplornet has agreed to waive any charges associated with the termination of his account, should *** decide to maintain the service Xplornet would agree to cover the cost of a one-time work order should the issue not be relating to the Xplornet equipmentIn order to proceed with the work order, or to process a cancellation, we would ask that *** reach out to Xplornet at *** at his earliest convenience
Sincerely,
Xplornet Communications
Final Consumer Response /* (2000, 17, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with this resolution.I did not feel I was given the service that I paid for abd am satisfied that Xplornet agreed to waive any early cancellation fees associated with my account.Thankyou for your assistance in this matter and although I was not happy with xplornets service they did provide me with a resolution in which puts the customer first