Trobitech, LLC

We've already provided all the relevant information and documentation and our response will remain unchanged

We have already provided any and all relevant information and the service has since been transferred to [redacted] directly [redacted] can be contacted at ###-###-#### for further inquiries

We are an [redacted] (Satellite Internet) Authorized Retailer/Installer We were contacted by Ms [redacted] several times about services provided by *** She had told us several times that she needed internet services for her workplace and that she lived in a location where all high-speed internet providers were unavailable Per our conversation, her workplace claimed that she was required to have a 10Mbs speed to use the work software at her home, and [redacted] _can_ match or exceed this, but depending on location, service can vary Ms [redacted] was explained this many times, and decided on her own accord that the risk was worth the installation even if there was only a chance at success, because she stated that her only other option if it did not work, would be for her to move, and she didn't want to consider that as an alternative Upon inspection of her property, we found that she resides in a very low-elevation location surrounded by very tall trees This greatly limited the locations that the satellite could be placed, and equipment rentals and extra materials as well as time was required due to having to place the dish so far from the home (roughly ft) Despite this analysis, Ms [redacted] still insisted on having the service performed, and signed an invoice required by us of the work to be performed and that no refunds were offered for this type of service due to the nature of the services being performed and her location She completely understood that this was her risk After the installation was completed, she had internet access, and we loaded several pages on multiple devices to confirm everything was working as intended, but was informed by Ms [redacted] that it was not fast enough for her job All we can do as a Reseller/Installer is be as informative as possible and allow the customer to make the decision of whether installation is performed We have no power to connect or disconnect her service as that ability lies solely with ***, which she has stated she contacted, and has no relevance to us Her other allegations involving us are nothing more than bloat that she has no proof of in a desperate attempt to recover money she spent at her choice and her expense Also, we'd like to note that she has not contacted us in regards to any of these issues since we completed her installation and left her with working internet (likely because she knew she had already signed stating that no refunds were offered by us for a custom installation of equipment at her property) Cancellation or changes to service need to be directed to *** Once again we are just the installer Attached is a signed invoice by Ms [redacted] stating that no refunds are offered for this service opted by herTrobitech ###-###-#### - Office

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I believe that this business deliberately installed the internet knowing fully well that it would not work [redacted] informed me they should never agreed to install it due to the fact that they had to put it so far away from my house I believe they only did it to satisfy me and make the $they charged to install it I believe they should refund my money due to that fact [redacted] did agree to disconnect the service, but again, I am out the $installation fee that this company chargedThe installation was against ***'s regulation of the distance that it can be from the house Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I believe that this business deliberately installed the internet knowing fully well that it would not work [redacted] informed me they should never agreed to install it due to the fact that they had to put it so far away from my house I believe they only did it to satisfy me and make the $they charged to install it I believe they should refund my money due to that fact [redacted] did agree to disconnect the service, but again, I am out the $installation fee that this company chargedThe installation was against ***'s regulation of the distance that it can be from the house Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] I do not agree with their responseI told them if I wasn't able to obtain the speed I needed for work it would be of no use to get the internet serviceThey informed me that this wasn't a problem and I would be able to do it They said they would have to put it about 200' from the house because of the trees but it should work When they tested that night I did have difficulty loading my work programs but they said it would probably have to cache and then things would load betterThey also said with it being 9pm that it was slow due to people using the internet but during my hours of work there shouldn't be a problemIf there was to call ***Which I did on Monday and they said I needed to call the installersI called Trobitech on Tuesday and gave them the ticket number that [redacted] gave me and was told one of their people was out of town but they would take care of itI told them I was working overtime and wouldn't be home until late or it had to be the weekendI was told I didn't need to be there that they didn't need to go insideI said OK but let me know when you go so I can bring my equipment back home and test itThey told me fineI never heard any more from themI called [redacted] again and they told me they would expedite itWaited another week and called [redacted] again and they again said it would be expeditedSo tired of both these companies Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] I do not agree with their responseI told them if I wasn't able to obtain the speed I needed for work it would be of no use to get the internet serviceThey informed me that this wasn't a problem and I would be able to do it They said they would have to put it about 200' from the house because of the trees but it should work When they tested that night I did have difficulty loading my work programs but they said it would probably have to cache and then things would load betterThey also said with it being 9pm that it was slow due to people using the internet but during my hours of work there shouldn't be a problemIf there was to call ***Which I did on Monday and they said I needed to call the installersI called Trobitech on Tuesday and gave them the ticket number that [redacted] gave me and was told one of their people was out of town but they would take care of itI told them I was working overtime and wouldn't be home until late or it had to be the weekendI was told I didn't need to be there that they didn't need to go insideI said OK but let me know when you go so I can bring my equipment back home and test itThey told me fineI never heard any more from themI called [redacted] again and they told me they would expedite itWaited another week and called [redacted] again and they again said it would be expeditedSo tired of both these companies Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***My claim is closed, the business made it a point to Express the poor shape of my computer's but when I drop them off the manager made a joke saying he'd seen worse and laughed saying not to worry about itThey were supposed to call me before they did any work to give me a quote on the computers they never said that they were going to take apart my computer to get my quote and then charge me $this charge was surprising when we picked up the computers when there was no mention of it prior to me dropping them off I have the paperwork as well from when I drop the computers offThe manager also expressed that people cannot have a business this way by doing free services but when I drop the computers off it was supposed to be a free diagnostic where they were supposed to call me and tell me what was wrong with the computers and how much it would be to fix them at that time when they did I told them not to fix the computers there was still no mention of a $charge. I don't feel it's fair to close out the complaint I called the company I spoke to the manager he told me that there is nobody else I could speak to you he was the only person I asked you hired him and he laughed I was hung up on and I tried to call back and they left me on hold just so I would hang up and they did not answer the call

Attached is the invoice of the customer where they picked up the device and signed stating, "I certify that I am picking up my product and accessories listed in this service form & that all repairs and/or services have been completed and demonstrated to my satisfaction". As the invoice
states, we show and demonstrate to the customer that their device is fixed and they sign showing such to prevent people from trying to say something different later. Also at cheshe signed our Terms & Conditions which states, "I waive any claims to physical damage of my product after pickup." When the customer brought their device back in, it was partially disassembled and damaged in multiple places. The customer has been so unbelievably unreasonable in the process, they are aware of the damage they caused to the device in one form or another, and are just trying to get us to repair or replace it for free. We do not tolerate liars and thieves at our establishment, and we will be reporting this to the police if her harassment and erratic behavior does not cease immediately

Customer used Trobitech to get their broken/damaged Phone repaired and screen replaced by Trobitech, then traded in Phone to Apple for a newer iPhone, and now is requesting a refund for services performed The customer stated they now have an issue with the device, but no longer have it as
it's been traded in The service has an active warranty until 5/12/2017, but the customer has since gotten rid of the phone For obvious reasons, any business that provides services cannot give a refund under these circumstances Attached are the cheand piinvoices showing services completed, terms & conditions, and signature that services were performed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Trobitech needs to repair my IPAD, waiving all fees and charges. My IPAD cracked through no fault of my own . Trobitech needs to honor their day warranty

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Trobitech
Company Contact:
*** ***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
As the former client stated, they had previously dropped and broken their iPad screen which was why the device was initially brought in for repairAs they self-admit in their 2nd sentence of the complaint, we repaired their device but within days it "cracked"Firstly, devices do not just "crack"They become physically damaged as the iPad was when it was brought in for repair the first timeFaulty components nor workmanship can not cause a device to crack itselfAlso, upon checking the device in, the former client agreed to and signed our industry standard terms & conditions which states, "Trobitech is not responsible for physical damage of my product after pickup, delivery, or on-site service." The client also agreed to and signed once again at pickup stating that all repairs were completed to their satisfactionIn closing, there is no service or sales industry that will replace or repair a customers self-inflicted broken device for free unless a physical damage warranty has been purchasedOur warranty (which was printed on their receipt) states: Trobitech provides a warranty to the original purchaser of products & services against defects in materials & workmanship for a period of days from the date of this invoice/service form
Sent on: 8/11/10:23:AM

Customer brought in computers that were in atrocious condition cosmetically Both were so severely damaged that an extensive amount of time was required to gather all the costs for the replacement parts required to restore the devices back to original condition The customer was
explained thoroughly at checkin that in the event that they declined service after this time was spent disassembling and reassembling the devices to get an accurate estimate, they would be required to pay for the time invested to disassemble and reassemble the devices Just like a mechanic or any other services business, we cannot spend hours of our own time at the benefit of the customer with no gain No business can operate this way

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I don't think their response is appropriate considering the way I received it from them
[This was taken on my kitchen table at about 6:pm April 6, 2018. It shows that parts are missing.Sincerely,*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did sign the form after I was told it was fixed, but it was not demonstrated.  That was a mistake on my part.  I trusted them.  I did point out that the laptop was not closing properly and was told that some glue had come off and it would be ok.  As I stated in my complaint, I was not aware of the problems until I arrived home and used my laptop.  The problems I experienced then were new.  The laptop had never done the same before.  They are the liars when they say that I damaged it after receiving it from them.  I believe I stated in my original complaint, that after it malfunctioned I closed it and laid it aside until morning when I returned it to the shop.I spoke with the business by phone about 3:00 pm this afternoon and was told that because I had made a Revdex.com complaint that he would not reassemble the laptop.  My husband and I picked up the pieces about 3:30 pm today.  Our adult son came to visit later and told us that we did not even have all the parts.  They had kept the DVD drive and the battery and screws.  My son went with me to get these parts about 6:00 pm today and hope we were given all the parts needed to put it back together.  My husband and I are in our late 60's and know very little about the inner workings of computers.  We are grateful that our son knows more than we do and could help recover some pieces.  As I said, resolution would have been Trobitech fixing the problem.  Obviously they are not willing to do so.
Regards,
[redacted]

We've already provided all the relevant information and documentation and our response will remain unchanged.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
I do not agree with their response. I told them if I wasn't able to obtain the speed I needed for work it would be of no use to get the internet service. They informed me that this wasn't a problem and I would be able to do it.  They said they would have to put it about 200' from the house because of the trees but it should work.  When they tested that night I did have difficulty loading my work programs but they said it would probably have to cache and then things would load better. They also said with it being 9pm that it was slow due to people using the internet but during my hours of work there shouldn't be a problem. If there was to call [redacted]. Which I did on Monday and they said I needed to call the installers. I called Trobitech on Tuesday and gave them the ticket number that [redacted] gave me and was told one of their people was out of town but they would take care of it. I told them I was working overtime and wouldn't be home until late or it had to be the weekend. I was told I didn't need to be there that they didn't need to go inside. I said OK but let me know when you go so I can bring my equipment back home and test it. They told me fine. I never heard any more from them. I called [redacted] again and they told me they would expedite it. Waited another week and called [redacted] again and they again said it would be expedited. So tired of both these companies. 
Regards,
[redacted]

We have already provided any and all relevant information and the service has since been transferred to [redacted] directly.  [redacted] can be contacted at ###-###-#### for further inquiries.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
I do not agree with their response. I told them if I wasn't able to obtain the speed I needed for work it would be of no use to get the internet service. They informed me that this wasn't a problem and I would be able to do it.  They said they would have to put it about 200' from the house because of the trees but it should work.  When they tested that night I did have difficulty loading my work programs but they said it would probably have to cache and then things would load better. They also said with it being 9pm that it was slow due to people using the internet but during my hours of work there shouldn't be a problem. If there was to call [redacted]. Which I did on Monday and they said I needed to call the installers. I called Trobitech on Tuesday and gave them the ticket number that [redacted] gave me and was told one of their people was out of town but they would take care of it. I told them I was working overtime and wouldn't be home until late or it had to be the weekend. I was told I didn't need to be there that they didn't need to go inside. I said OK but let me know when you go so I can bring my equipment back home and test it. They told me fine. I never heard any more from them. I called [redacted] again and they told me they would expedite it. Waited another week and called [redacted] again and they again said it would be expedited. So tired of both these companies. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I believe that this business deliberately installed the internet knowing fully well that it would not work.  [redacted] informed me they should never agreed to install it due to the fact that they had to put it so far away from my house.  I believe they only did it to satisfy me and make the $300 they charged to install it.  I believe they should refund my money due to that fact.  [redacted] did agree to disconnect the service, but again, I am out the $300 installation fee that this company charged. The installation was against [redacted]'s regulation of the distance that it can be from the house.
Regards,
[redacted]