ZaapTVLive

Initial Business Response / [redacted] (1000, 9, 2014/09/03) */ ZaapTV-Live Technologies would like to address the consumers Complaint for case #XXXXXXXX The initial complaint of the consumer is that her ZaapTV HD509N kept freezing over and over again, and it would stop responding and she would have to reset the device in order for it to continue to work.She also had to have her device replaced different times all with the same reoccurring problem of the freezing Before issuing a replacement the first time to the consumer we did inform her that her internet speed needed to be at a certain speed in order for her device to properly function, unfortunately she didn't have the required speed therefor having her device constantly freeze the speeds are as follows: FIBER INTERNET min1Mbps internet connection ADSL INTERNET min2Mbps internet connection DSL INTERNET min2Mbps internet connection 4G INTERNET min5Mbps internet connection 3G INTERNET min.10Mbps internet connection CABLETV INTERNET min10Mbps internet Connection we did explain this to the consumer countless of times, we replaced her device a following more timesHoping somehow the device would function for her with out any freezing even though the initial problem is the speed of her internetWe replaced her device more times to try and keep our customers Happy Customers, when we couldn't do much more for her, she did demand a refund even though she clearly didn't qualify for a refund, our company refund policy which is CLEARLY STATED on our website is [redacted] Once you receive your device at your door from that day forward you have days to get in contact with us, so we're able to issue a refund request in their favor In that same link above, it states that when we issue a refund we do keep a certain percentage restocking fee, since our product is a electronic product it does lose value once opened and used, hence the restocking feeWhen doing a return the restocking fee comes off the total without the shipping and handling feeThe consumers total was of $with s&h, we deducted the restocking fee off of the $ Now ZaapTV-Live Technologies is not trying to "rip off" anyoneWe do Value our Customers, we do our best to keep our customers satisfiedUnfortunately for the consumer filing the complaint, she didn't have the proper speed to enjoy her device

RESENTLY THEY ARE ADDING ADDS.WHENEVER SELECTING A NEW CHANNEL AND WHEN CALLING THEM THEY DONT HAVE ANY ANSWER NO RESPONSIBILITY TO THAIR PRODUCTS,

Initial Business Response /* (1000, 7, 2014/06/20) */
Contact Name and Title: [redacted] Tech Support Rep.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Dear [redacted],
Unfortunately older devices have been discontinued by the manufacturer. We are just a distributor that has no...

control over that, as a company we do not force anyone to purchase our merchandise for we are in a binding contract with our customers.
Since you had an older device that you did not purchase through us we decided to give you a special offer to help you out by only having you charge 50% of the regular value of the product, you paid $220, the cost of the product is $420.
The manufacturer is guaranteeing AT LEAST three years of service for the new devices without having to upgrade or purchase anything additional.
If you have further questions, please reach us directly at XXX-XXX-XXXX or email us at [redacted]
Regards,
Initial Consumer Rebuttal /* (3000, 9, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not convinced with your response. Even if you're just a distributer as you said, you are the company who promoted this device as a device with no monthly subscription and claimed that using it saves a lot of money. Now, replacing the old device with new cost me more than I would have paid if I used other monthly subscription service.

Initial Business Response /* (1000, 8, 2014/12/29) */
Contact Name and Title: [redacted] S
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ZAAPTV.US
In regards to case number XXXXXXXX
The customer is suggesting we don't answer our calls,I would like to state that, that is not true. In order...

for a customer to get in contact with us, they are required to visit our website where they can make an appointment for a specific day and time. This way we guarantee that the customer will be called and serviced. [redacted] this is the direct link where they can set a appointment. The customer is also stating that he/she has missing channels, unfortunately we cannot assist the customer with this "problem". What ZaapTV -Live Technologies offers/sells is a electronic device that allows customers to retrieve free internet channels/free to air channels. Whatever is available on the web is what the customers will be receiving and be able to stream from the internet to their television. What we sell is a device that allows you to receive these free internet channels. ZaapTV-Live Technologies DOES NOT SELL CHANNELS.
Initial Consumer Rebuttal /* (3000, 10, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried their appointment website but you can't register because either it's not allowing or they are already closed for the complete 10 days of the holidays. Plz check the website to verify yourself. As far as the channels I'm just wondering why I or someone else can get the channels for 30 days and then you lose them. Your next door neighbor can go buy the box anytime after that and watch them for 30 days then lose them??.I paid to have the channels but not to lose them after 30 days while every new box can get them. Just not sure how this works.
Business Response /* (4000, 18, 2015/01/27) */
Hello if you have any concerns regarding any of the following
Placing a order
Updates regarding order placed
Tracking of orders
Troubleshooting
Defective device
Replace device
Missing Channels
Please email the following email for which I will not be able to reply to you.
[redacted]@ZAAPTVLIVE.US
a gentleman by the name of [redacted] will be more than happy to assist you with any questions you may have.
Thank you.

Elida .S
Technical Support Representative
X-(XXX)-XXX-XXXX
Zaaptvlive.us

RESENTLY THEY ARE ADDING ADDS.WHENEVER SELECTING A NEW CHANNEL
AND WHEN CALLING THEM THEY DONT HAVE ANY ANSWER.
NO RESPONSIBILITY TO THAIR PRODUCTS,

Initial Business Response /* (1000, 9, 2014/09/03) */
ZaapTV-Live Technologies would like to address the consumers Complaint for case #XXXXXXXX
The initial complaint of the consumer is that her ZaapTV HD509N kept freezing over and over again, and it would stop responding and she would...

have to reset the device in order for it to continue to work.She also had to have her device replaced 4 different times all with the same reoccurring problem of the freezing.
Before issuing a replacement the first time to the consumer we did inform her that her internet speed needed to be at a certain speed in order for her device to properly function, unfortunately she didn't have the required speed therefor having her device constantly freeze.

the speeds are as follows:
FIBER INTERNET min. 1Mbps internet connection.
ADSL INTERNET min. 2Mbps internet connection.
DSL INTERNET min. 2Mbps internet connection.
4G INTERNET min. 5Mbps internet connection.
3G INTERNET min.10Mbps internet connection.
CABLETV INTERNET min. 10Mbps internet Connection.
we did explain this to the consumer countless of times, we replaced her device a following 3 more times. Hoping somehow the device would function for her with out any freezing even though the initial problem is the speed of her internet. We replaced her device 3 more times to try and keep our customers Happy Customers, when we couldn't do much more for her, she did demand a refund even though she clearly didn't qualify for a refund, our company refund policy which is CLEARLY STATED on our website is
[redacted]
Once you receive your device at your door from that day forward you have 16 days to get in contact with us, so we're able to issue a refund request in their favor.
In that same link above, it states that when we issue a refund we do keep a certain percentage restocking fee, since our product is a electronic product it does lose value once opened and used, hence the restocking fee. When doing a return the restocking fee comes off the total without the shipping and handling fee. The consumers total was of $220.00 with s&h, we deducted the restocking fee off of the $200.00
Now ZaapTV-Live Technologies is not trying to "rip off" anyone. We do Value our Customers, we do our best to keep our customers satisfied. Unfortunately for the consumer filing the complaint, she didn't have the proper speed to enjoy her device.

Initial Business Response /* (1000, 6, 2014/06/20) */
Contact Name and Title: [redacted] Tech. Support Rep.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@zaaptvlive.us
Dear [redacted],
Unfortunately we are just a distributor from the brand ZaapTV, we have been in business only since June...

2013. However we wish to inform you that the HD409N devices from 2013 are working completely fine. You do not need to upgrade unless you wish to enjoy the latest model that contains the same number of channels as the current model.
Even though we have never sold you this product, we want to help you out and see if we can get them working, but please file your complain to the appropriate business.
Call us at XXX-XXX-XXXX, thank you!
Regards,

Initial Business Response /* (1000, 5, 2014/06/13) */
Contact Name and Title: [redacted], Marketing Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@zaaptvlive.us
Dear Mr. [redacted],
We apologize for the problem you are experiencing and wish to resolve it immediately. I went ahead and...

investigated your profile in the system. I see that you had a complain and we did send you a form to fill out, in order to do a replacement for your product requesting basic information. This was six days ago. However we never received a response from you.
Please call us at XXX-XXX-XXXX or email us at [redacted]@zaaptvlive.us
Initial Consumer Rebuttal /* (3000, 7, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed Zaap TV customer support repeatedly. Their answer continually was contact the seller. I am copying one of many emails. Regarding the form referred to in ZaapTV response. I have not received a form from Zaap TV. I did receive a response from Live Technology and they asked me to send back receiver box and remote control. I did send it back and waiting on returned new working box.
ZAAPTV SUPPORT
Jun 6 (7 days ago)
to me
Hi ,
Your seller is fully responsible with warranty issues.
http://www.zaaptv.com/termofuse/
Best regards
Final Business Response /* (4000, 9, 2014/06/20) */
Dear [redacted],
We apologize regarding your defective device. Since you were under warranty we replaced free of charge and you should have received the new device today according to the UPS tracking number:
If you have any further questions please feel to contact us at XXX-XXX-XXXX.
Here is the link of the tracking number: 1Z0R8AXXXXXXXXXXXX
http://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1Z0R8AXXXXXXXXX...⇄ /> Thank you for your business.
Regards