Our contract is between Wired or Wireless, Incand [redacted] Mr [redacted] is listed as authorized individual on the account Mr [redacted] is entitled to his opinion, however he is not entitled to his own facts Our internet service is line of sight to towers and relays, it is not a satellite connection As such, mounting must be done in a way so that the dish and radio are centered on the tower or relay from which it will receive the radio signal A installation involves the placement of a "J" arm mount on which a 27" dish is mounted centered, leveled on the horizontal axis, pointed towards the tower or relay with the vertical axis tilted based on the access point on tower Mr [redacted] did request that the dish be mounted on the side of the house at the peak, however it is impossible to do this with a conventional install In addition, based on the distance from the tower, we had to upgrade the dish to a 39" Howitzer dish to better amplify the signal It was impossible to center the dish on the horizontal towards the tower, because the dish would hit the house before it could be centered on the tower The installer found a spot on the fascia of the house where a signal could be received, however the signal was still below acceptable installation guidelines, to complete an installation The installer did give them an option for a pole mount in the yard and buried conduit back to the house The customer is required to acquire and install the materials themselves This would delay the installation, and add additional cost to them, so they opted out of this option Prior to beginning the installation, Ms [redacted] called Mr [redacted] and gave the phone to the install technician so he could explain the need for installing the dish in its present location He got the okay over the phone Mr [redacted] did arrive towards the end of the installation, but had nothing further to say about the location of the dish to the install technician at that time Ms [redacted] was desperate for the internet as she had just signed up for school The installer called back to the office to speak with me directly and explain the situation I agreed to allow the installation under special circumstances and special provisions Written into the contract is the special provision “Customer needs internet for school Our signal is 70% on uplink so she will be month to month if it is good she will sign to a year High winds in area No MTC Charge if something happens.” The customer did call for a maintenance issue on December under the pretense of service issues Upon arrival, Mr [redacted] would not allow the maintenance technician to perform his routine maintenance and any necessary realignment He was only interested in telling the technician that he wanted it moved The maintenance technician provided two options for moving the service, both of which required additional costs in materials and labor Subsequently, no realignment was performed Usage and connectivity graphs show consistent use equal to or greater than the contracted terms, despite the technician not being able to adjust the equipment Per the maintenance technician’s notes, "It was visibly obvious why the dish hadn't been mounted on the gabled side originally: the dish won't fit without the extra hardware to get it far enough from the wall to align it" and then went on “the customer said several times that his “OCD” was the main reason he wanted the dish mounted in the location that prevents the proper link alignment He seemed more interested in the appearance of the house than with the functionality of the Internet connection” The technician was aware of the installation issues prior to being deployed to the residence Mr [redacted] claimed that he instructed the install technician that he wanted the dish mounted to the gable The maintenance technician explained to Mr [redacted] that it was quite apparent why the dish could not be mounted where he wanted it He did tell him that he could order a custom mounting kit that would extend the mount off the gable to provide enough distance for the dish to be mounted, but Mr [redacted] did not like the idea of incurring additional cost Per the special provisions in the contract, the maintenance visit was not charged to the customer On December 8th Mr [redacted] once again called about having the dish moved The concern he expressed to me was the impending storm, and potential damage Once again he alleged that it was promised to him that we would move the service, at our cost, should it need to be moved I explained to him that the special provisions did not address moving the service, and that it did allow for a “no charge” maintenance call should there be a problem with the service According to our diagnostics, the equipment was working within the parameters of the installation and had been operating normally Furthermore, I told him that Paragraph VIII Maintenance and Repair of the contract specifically refers to the relocation of the service as being billable, and that provision was initialed by the customer He then alleged that the maintenance technician told him that the installation was not done properly and that we should move the service for him for free I had read the maintenance report, which included the fact that he informed the customer that we could move the service, however it would be billable, and he would have to purchase the additional mounting equipment Furthermore, the maintenance report went on to say that he concurred with the install technician that a standard mount would not work in this situation Upon explaining this again to Mr [redacted] , he became belligerent, demanding that we move the service I informed him that we could move the service, but it would be billable, however there was no way we could schedule it to be done before the storm was to hit Wednesday Again he demanded that it be moved I explained that we were at an impasse and our only option was to uninstall the equipment We do not keep the specialty mounting equipment necessary in stock I told him I would put it in for immediate cancellation with expedited equipment recoveryI told him that we would waive the early cancellation fee, and refund any unused service that had already been paid, and that the scheduling coordinator would be contacting him with a date and time for removal I found out later that day the scheduling person was able to get it on a technician’s schedule Thursday morning, December 10th By contract, we have a day cancellation notification period and a $early cancellation charge, both of which had been waived in this case I understand that Mr [redacted] does not like the aesthetics of the dish where it is currently mounted However, he was given options for mounting the service in other locations, and chose not to go with those options The service is operating within the parameters of the special provisions of the contract, and did make it through the largest recorded wind storm we have ever had We went above and beyond by installing the service, because Ms [redacted] was so adamant that she needed the service This despite the signal test (before installation) falling below our minimum installation standards for service strength This is why we documented this in our special provisions area of the contract Copies of the installation checklist, contract (with special provisions), usage graphs, and statements by the technicians are available upon request by a member of the Revdex.com
Where Mr [redacted] wants the equipment placed is the preferred mounting location If it were possible to mount the dish at that location, with our standard mounting bracket, that is exactly where it would have been installed Mr [redacted] was made aware of alternatives both at the time of installation and during the maintenance call Regardless of which alternative he may have chosen, it would have cost an additional amount for both labor and materials Because Ms [redacted] was adamant that she needed service, Mr [redacted] did in fact authorize the installation on the fascia of the house over the phone with the technician Mr [redacted] was present at the time of the completion of the installation, and at the time when the contract would have been reviewed and signed by Ms [redacted] The install technician maintains that he never would have offered to relocate the service for free, as that goes against our installation procedures and policies We do agree that the service location is less than ideal, but it was the only alternative available to them at the time We did make an allowance in the special provisions for a free maintenance call There is no provision for relocating the service in the future, because the customer had agreed to the location of the service and declined alternative installation methods, due to cost.There is no mention in the installers notes suggesting that he offered a roof mount We will only install roof mounts in very limited circumstances, and require additional provisions and waivers, nor do we carry those mounts in inventory.Mr [redacted] continues his assertion that the service is not installed properly However, it is installed where he agreed Installation fee total: ___________ Installation fee is based on designing, procuring, installing, and documenting the installation This fee will be assessed to the Subscriber by AIR-PIPE or a designated independent contractor for installation and equipment (hereinafter referred to as “Installer”), for the mounting of the necessary equipment, allocation of bandwidth, configuration changes, and aligning and testing antenna signal strength (if applicable) This installation includes feet of CAT-5e from the antenna to a location agreed upon by the Subscriber Initial authorization of installation location and building penetration _____________ The fee does not include wire mold, conduit raceway, firewall penetrations, fishing of walls, cutting in wall plates, ladder rack or electrical wiring A standard antenna mount includes small satellite style universal mount, antenna and mounting hardwareThe Subscriber is also responsible to pay the total equipment and installation cost on or before the start of the installation unless specific terms are agreed upon between the Installer and the Subscriber.Please note that the installer would not have proceeded with the installation until the contract had been Initialed for authorization for the location of the antenna, which is initialed by Ms [redacted] (available upon request) You will also note that we specify a standard antenna mount Had the customer agreed to a non-standard installation, or requested a quote for a non-standard installation, the technician would have designed, calculated costs and scope of the project, and presented the customer with a formal quote No quote was prepared as no request was made, by the customer, due to the additional costs.Mr [redacted] has repeatedly demanded that installation be done according to his specifications, without incurring additional costs However, according to the terms of the signed contract, it would be a non-standard antenna mount which by definition would have been an additional charge No estimates or quotes were provided as they declined all alternative mounting options.As previously stated in my first response, we are at an impasse Mr [redacted] wants the install location moved, but does not want pay for the relocation, and we are unwilling to relocate the service for free His stated concern is where the dish is mounted, despite having just made it through the largest windstorm in this regions history Every effort was made to rearrange schedules to accommodate the de-installation of the equipment We have waived the early termination fee and day notification period and expedited the equipment retrieval to December 10th It has come to my attention that Ms [redacted] called just this morning to push the equipment retrieval until the following Wednesday, December 16th.I believe we have been more than fair in this instance We of course have photographs to prove the workmanship is above reproach The fact that it made it through the windstorm is a testament to the quality of the workmanship our technicians strive for on a daily basis Those pictures are also available upon request
Our contract is between Wired or Wireless, Incand [redacted] Mr [redacted] is listed as authorized individual on the account Mr [redacted] is entitled to his opinion, however he is not entitled to his own facts Our internet service is line of sight to towers and relays, it is not a satellite connection As such, mounting must be done in a way so that the dish and radio are centered on the tower or relay from which it will receive the radio signal A installation involves the placement of a "J" arm mount on which a 27" dish is mounted centered, leveled on the horizontal axis, pointed towards the tower or relay with the vertical axis tilted based on the access point on tower Mr [redacted] did request that the dish be mounted on the side of the house at the peak, however it is impossible to do this with a conventional install In addition, based on the distance from the tower, we had to upgrade the dish to a 39" Howitzer dish to better amplify the signal It was impossible to center the dish on the horizontal towards the tower, because the dish would hit the house before it could be centered on the tower The installer found a spot on the fascia of the house where a signal could be received, however the signal was still below acceptable installation guidelines, to complete an installation The installer did give them an option for a pole mount in the yard and buried conduit back to the house The customer is required to acquire and install the materials themselves This would delay the installation, and add additional cost to them, so they opted out of this option Prior to beginning the installation, Ms [redacted] called Mr [redacted] and gave the phone to the install technician so he could explain the need for installing the dish in its present location He got the okay over the phone Mr [redacted] did arrive towards the end of the installation, but had nothing further to say about the location of the dish to the install technician at that time Ms [redacted] was desperate for the internet as she had just signed up for school The installer called back to the office to speak with me directly and explain the situation I agreed to allow the installation under special circumstances and special provisions Written into the contract is the special provision “Customer needs internet for school Our signal is 70% on uplink so she will be month to month if it is good she will sign to a year High winds in area No MTC Charge if something happens.” The customer did call for a maintenance issue on December under the pretense of service issues Upon arrival, Mr [redacted] would not allow the maintenance technician to perform his routine maintenance and any necessary realignment He was only interested in telling the technician that he wanted it moved The maintenance technician provided two options for moving the service, both of which required additional costs in materials and labor Subsequently, no realignment was performed Usage and connectivity graphs show consistent use equal to or greater than the contracted terms, despite the technician not being able to adjust the equipment Per the maintenance technician’s notes, "It was visibly obvious why the dish hadn't been mounted on the gabled side originally: the dish won't fit without the extra hardware to get it far enough from the wall to align it" and then went on “the customer said several times that his “OCD” was the main reason he wanted the dish mounted in the location that prevents the proper link alignment He seemed more interested in the appearance of the house than with the functionality of the Internet connection” The technician was aware of the installation issues prior to being deployed to the residence Mr [redacted] claimed that he instructed the install technician that he wanted the dish mounted to the gable The maintenance technician explained to Mr [redacted] that it was quite apparent why the dish could not be mounted where he wanted it He did tell him that he could order a custom mounting kit that would extend the mount off the gable to provide enough distance for the dish to be mounted, but Mr [redacted] did not like the idea of incurring additional cost Per the special provisions in the contract, the maintenance visit was not charged to the customer On December 8th Mr [redacted] once again called about having the dish moved The concern he expressed to me was the impending storm, and potential damage Once again he alleged that it was promised to him that we would move the service, at our cost, should it need to be moved I explained to him that the special provisions did not address moving the service, and that it did allow for a “no charge” maintenance call should there be a problem with the service According to our diagnostics, the equipment was working within the parameters of the installation and had been operating normally Furthermore, I told him that Paragraph VIII Maintenance and Repair of the contract specifically refers to the relocation of the service as being billable, and that provision was initialed by the customer He then alleged that the maintenance technician told him that the installation was not done properly and that we should move the service for him for free I had read the maintenance report, which included the fact that he informed the customer that we could move the service, however it would be billable, and he would have to purchase the additional mounting equipment Furthermore, the maintenance report went on to say that he concurred with the install technician that a standard mount would not work in this situation Upon explaining this again to Mr [redacted] , he became belligerent, demanding that we move the service I informed him that we could move the service, but it would be billable, however there was no way we could schedule it to be done before the storm was to hit Wednesday Again he demanded that it be moved I explained that we were at an impasse and our only option was to uninstall the equipment We do not keep the specialty mounting equipment necessary in stock I told him I would put it in for immediate cancellation with expedited equipment recoveryI told him that we would waive the early cancellation fee, and refund any unused service that had already been paid, and that the scheduling coordinator would be contacting him with a date and time for removal I found out later that day the scheduling person was able to get it on a technician’s schedule Thursday morning, December 10th By contract, we have a day cancellation notification period and a $early cancellation charge, both of which had been waived in this case I understand that Mr [redacted] does not like the aesthetics of the dish where it is currently mounted However, he was given options for mounting the service in other locations, and chose not to go with those options The service is operating within the parameters of the special provisions of the contract, and did make it through the largest recorded wind storm we have ever had We went above and beyond by installing the service, because Ms [redacted] was so adamant that she needed the service This despite the signal test (before installation) falling below our minimum installation standards for service strength This is why we documented this in our special provisions area of the contract Copies of the installation checklist, contract (with special provisions), usage graphs, and statements by the technicians are available upon request by a member of the Revdex.com
Where Mr [redacted] wants the equipment placed is the preferred mounting location If it were possible to mount the dish at that location, with our standard mounting bracket, that is exactly where it would have been installed Mr [redacted] was made aware of alternatives both at the time of installation and during the maintenance call Regardless of which alternative he may have chosen, it would have cost an additional amount for both labor and materials Because Ms [redacted] was adamant that she needed service, Mr [redacted] did in fact authorize the installation on the fascia of the house over the phone with the technician Mr [redacted] was present at the time of the completion of the installation, and at the time when the contract would have been reviewed and signed by Ms [redacted] The install technician maintains that he never would have offered to relocate the service for free, as that goes against our installation procedures and policies We do agree that the service location is less than ideal, but it was the only alternative available to them at the time We did make an allowance in the special provisions for a free maintenance call There is no provision for relocating the service in the future, because the customer had agreed to the location of the service and declined alternative installation methods, due to cost.There is no mention in the installers notes suggesting that he offered a roof mount We will only install roof mounts in very limited circumstances, and require additional provisions and waivers, nor do we carry those mounts in inventory.Mr [redacted] continues his assertion that the service is not installed properly However, it is installed where he agreed Installation fee total: ___________ Installation fee is based on designing, procuring, installing, and documenting the installation This fee will be assessed to the Subscriber by AIR-PIPE or a designated independent contractor for installation and equipment (hereinafter referred to as “Installer”), for the mounting of the necessary equipment, allocation of bandwidth, configuration changes, and aligning and testing antenna signal strength (if applicable) This installation includes feet of CAT-5e from the antenna to a location agreed upon by the Subscriber Initial authorization of installation location and building penetration _____________ The fee does not include wire mold, conduit raceway, firewall penetrations, fishing of walls, cutting in wall plates, ladder rack or electrical wiring A standard antenna mount includes small satellite style universal mount, antenna and mounting hardwareThe Subscriber is also responsible to pay the total equipment and installation cost on or before the start of the installation unless specific terms are agreed upon between the Installer and the Subscriber.Please note that the installer would not have proceeded with the installation until the contract had been Initialed for authorization for the location of the antenna, which is initialed by Ms [redacted] (available upon request) You will also note that we specify a standard antenna mount Had the customer agreed to a non-standard installation, or requested a quote for a non-standard installation, the technician would have designed, calculated costs and scope of the project, and presented the customer with a formal quote No quote was prepared as no request was made, by the customer, due to the additional costs.Mr [redacted] has repeatedly demanded that installation be done according to his specifications, without incurring additional costs However, according to the terms of the signed contract, it would be a non-standard antenna mount which by definition would have been an additional charge No estimates or quotes were provided as they declined all alternative mounting options.As previously stated in my first response, we are at an impasse Mr [redacted] wants the install location moved, but does not want pay for the relocation, and we are unwilling to relocate the service for free His stated concern is where the dish is mounted, despite having just made it through the largest windstorm in this regions history Every effort was made to rearrange schedules to accommodate the de-installation of the equipment We have waived the early termination fee and day notification period and expedited the equipment retrieval to December 10th It has come to my attention that Ms [redacted] called just this morning to push the equipment retrieval until the following Wednesday, December 16th.I believe we have been more than fair in this instance We of course have photographs to prove the workmanship is above reproach The fact that it made it through the windstorm is a testament to the quality of the workmanship our technicians strive for on a daily basis Those pictures are also available upon request