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Xtratyme Technologies, Inc.

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Hello [redacted],   I apologize for the delay in my reply to this complaint.  I have been out of the office for a month and I wasn’t able to respond to your first and second notices.  I would like to file a response to Ms. [redacted] complaint.  I will offer a summary that you can add to...

the file and if she’d like to reach out to me with a response, I’d be happy to address it.   I have spent significant time reviewing her file and we have our communications recorded in writing so there is no question as to what happened and when.  Here is what I found…   This particular customer moved into a home that had some of our LEGACY gear previously installed for the previous tenant.  She wanted to use this against our recommendations to avoid this.  She insisted and we should not have let her convince us to do this as the equipment was almost TEN YEARS old.  Nothing in the tech world lasts that long and delivers the broadband rates that are required in today’s world.  It was our mistake to allow her to use this.  We did clearly indicate that if this wasn’t acceptable to them, that they’d need to upgrade to our current generation of equipment.  They understood this and agreed to continue to use the old stuff.   The customer agreed in the beginning that this LEGACY equipment was working fine but then later came back and complained about performance.  This is the nature of LEGACY equipment in today’s world.  We agreed to upgrade them to new equipment letting them know that this would incur an additional cost as with a new customer in a new location.  They agreed to move forward.   This particular installation required an upgrade to their mounting height as our new equipment requires different mounting standards.  As part of the install, the customer was advised that trenching (an option) was going to be required to get cable to the antenna location.  The customer responded (in writing) that they didn’t have the capability to do the trenching so they asked us to do this.  We normally don’t take care of the trenching with additional charges and it is an option to the customer.  They chose to have us assist.   We completed the install and have documented the performance testing.  It was acceptable.  They complained about the mound that was left after trenching.  This is normal for trenching projects as the mound settles over time.  We also did not properly seal the end of the conduit and we did offer to go back and fix that at no charge to them.  They later agreed to fix this themselves as part of the trenching settlement that I will discuss later.   They complained about the trenching charge and said that they were unaware of it.  They even claimed that we told them that this was free.  Instead, we told them that it was part of the installation upgrade which included the basic install and NOT the optional trenching.   They claimed that they were having connection issues and every time we went on location and ran tests, our performance met and exceeded our standards.  We encouraged them to contact us and if they weren’t getting the speeds we promised, we’d visit again and fix the problem at no charge to them if the problem was on our end.  In the Internet world, there are many variables beyond the connection to the home including the router, the PC’s, the network, etc.  We generally work with the customers to ensure that all of this works properly.  We received virtually no complaints about performance until it came time to talk about the installation billing.  We offered, several times, to come and evaluate their performance.  They declined even though we said it would be “no charge” if the issue was found to be related to our connection.   We did offer to credit them the trenching costs if they would take responsibility moving forward for any charges that would be incurred that were BEYOND our scope of performance.  They replied in writing that they accepted this offer.  We credited their account with the free trenching and thought everything was resolved.  They indicated that they were willing to move forward with a “clean slate”.   We then received an email that they wanted to cancel their account and they wanted their money back.  They cited lack of satisfaction and poor performance.  We were not given the chance to evaluate their performance and, as I stated earlier, every visit showed us that their performance was meeting our standards.  How can we fix something that is broken if we are not notified?   They then wanted credit for the equipment that they had used.  We were not willing to give them credit as it was no longer new and we couldn’t resell it as new.  They challenged our “satisfaction” policy.  My general manager explained to them that we would do everything to resolve any issues we have on our end to provide them the service that they were seeking.  Somehow they interpreted this as a “if, for any reason we don’t like the service, we can cancel.”  That is NOT our policy.   This particular customer has been unfairly defaming us publicly via social media and her comments are often countered by positive customers talking about our good customer service and Internet access.  I feel like I should be filing a complaint against her or having my attorney contact her about some of the untrue comments she’s been making.  It isn’t fair to be wrongfully accused of having bad service when we’ve invested many hours trying to make her happy.  She’s simply upset with the decisions they made and is now trying to ruin our reputation.   I was willing to offer her a refund that she was owed AFTER the trenching credit but since she didn’t live up to her agreement, we are going to add that back into the mix and they will owe us money.  I’m sure I will not see a dime of that and taking her to small claims court would be the only option I have to recover this.  I don’t want to waste any more time with her so I will probably avoid this.  If she continues to defame my company, I WILL consider legal action as she has no grounds for her untrue complaints.   We have many happy customers and our company continues to grow on our good reputation and our quality service and customer support.  For some reason, this customer feels that it is necessary to say bad things about us when we’ve demonstrated nothing but courtesy and willingness to any issues (ours or theirs).  I guess it is difficult to please everyone.   I will copy this to the customer and if you can add this response to our file, it would be appreciated.  Thank you!   Regards,   Kyle   Kyle [redacted] Founder Xtratyme Technologies, Inc.

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Address: 16754 705th Ave, Dassel, Minnesota, United States, 55325-7509

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