Zito Media

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Zito Media
Company Contact:
*** ***
Company Phone:
*** *** ***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
This was resolved todayMade contact with Mr*** Thanks ***
Sent on: 9/9/5:50:PM

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 cannot accept this decision until I have my internet working consistently for more than daysI consistently have been calling and they cannot tellMeAnything as to why it isn't working and when it willBe workingUntil it works consistently, I cannotAcceptTheir decision.
Regards,
*** ***

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 have had to call again on Saturday,Sunday and Monday (11/- 11/07)as IAm unable to use the internet and it remains very slowAgain after my call this afternoon 11/7/they said I have major signal issues and a tech was to be out here this morning but the work order remains and they have not come out and it remains I have very slow to no internet at all Therefore, I reject as they have not solved the problem and issues I am having.
Regards,
*** ***

This is in response to complaint #***. Mr***'s drop line burial has been completed as he has requested. This was completed on 7/16/I have attempted to reach Mr*** by phone on 7/20/to confirm this has been completed to his satisfaction, however, I was unable to make
contact and there was no voice mail for me to leave the customer a message. As far as we can identify, this issue has been resolved and nothing further is required to satisfy customers complaint
Sincerely,
*** ***
Customer Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The email provided by Zito Media in the last communication ([email protected]) is not functionalI have attached a picture of both ends of the cut cable to this message
Regards,
*** ***

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,
*** *** Then technically isn't it illegal for them to record MY end of the call? It's not illegal if both parties record for quality assurance

Revdex.com:
A one month credit? Are you kidding me? That's a huge slap in my face for all of the DISREGARD that you have had for me as a Customer for over a year! That is NOT satisfactory to me! I have called NUMEROUS times to get this problem fixed and to make matters worse, tell me you're sending a Technician out and never show upLike yesterday when you told me that, guess what? The Technician NEVER SHOWED UP!!! Sick & tired of all the "promises to get this fixed"Sure is funny that when a complaint is lodged against your company, I suddenly get a phone call that it's fixed & running "stable." You have received $of my money for the last months & that is what I want refunded or credited to my accountAfter all, where is my "COMMITTMENT TO AFFORDABLE & QUALITY SERVICE?" As stated on your monthly statements that I receiveIf you are truly concerned for keeping your customers happy, then see to it, that I either get the money refunded or give me months service FREE!!!
I am a Retired Veteran serving years of QUALITY SERVICE to keep you safe & FreePlease make sure to show me the same respect!!!
Regards,
*** ***

This is in response to complaint# ***. I have verified the customer has had multiple
issues with their service over the past couple months. We have sent technicians out to resolve this
issue and it has recently been determined that there is a new part that
is
needed to resolve the issue properly.
This part has been ordered and was just installed. This issue should be resolved at this time. Mr***'s account has also been credited
with a full month of service plus the $in credits that had previously
been applied to the accountThe customers last technician appointment was on
7/2/and we attempted to reach out to Mr*** on 7/3/to verify the
quality of his services has been improved.
We feel this issue is resolved at this time
Sincerely,
*** ***
Customer Advocate

Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com 844 S. Fourth Street Louisville, KY 40203 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint ID: [redacted]. We are sorry to hear that this customer has had such trouble...

with his services. We have had a Technician out to restore services. The customer is now online and has no packet loss. We will continue to do work throughout the week of August 8th to ensure services stay up and stable. We have credit the customer’s account from 7/31/2016 – 8/8/2016 in the amount of $16.26. We consider this matter resolved. Sincerely,  [redacted] Customer Advocate Zito Media

For 3 weeks have had 6 channels out, now lost another 2 for a total of 8 channels. When you call to complain your put on hold for long periods. The picture on all channels is not good, lines go across the screen on most channels, sound is delayed a few seconds on some channels which makes it unwatchable. PBS's sound is not always working making us miss shows since Zito took over our old cable co. Rates have increased 60% over the last years while the service has declined. Have only 1 service technician to take care of hundreds of miles in service area who is over worked. Due to lack of technicians company punishes customers by not giving good service & is horribly ran. Have made well over 30 phone calls with in the last 2 years. This is ongoing & needs to be addressed immediately.
Translate
Desired Resolution / Outcome
Desired Resolution:
Repair
select
Desired Outcome:
I just want the service I pay for. To have infrastructure issues resolved so that all the customers get what they pay for

Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com 844 S. 4th Street Louisville, KY 40203-2186 Re: [redacted] S [redacted] Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We are very sorry to hear of the trouble that this customer...

has experienced with his services. We have had a maintenance technician out on 5/2/2017 to address and resolve the trouble that this customer has been experiencing with his services. Since this time, services have been online and stable. We have monitored services and ran a continuous ping test which shows good ping times with 0% packet loss. We will continue to monitor services to ensure that they are stable. In the meantime, we have advised this customer if he is having any further trouble with services to document when it happens and what symptoms he is experiencing. Due to the trouble, we have provided him with a service credit that will cover a month’s worth of service.   Should this customer have any additional questions, they can reach us anytime at ###-###-####. Sincerely, [redacted] Customer Advocate Zito Media

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.
Regards,
[redacted]

For 3 weeks have had 6 channels out, now lost another 2 for a total of 8 channels. When you call to complain your put on hold for long periods. The picture on all channels is not good, lines go across the screen on most channels, sound is delayed a few seconds on some channels which makes it unwatchable. PBS's sound is not always working making us miss shows since Zito took over our old cable co. Rates have increased 60% over the last years while the service has declined. Have only 1 service technician to take care of hundreds of miles in service area who is over worked. Due to lack of technicians company punishes customers by not giving good service & is horribly ran. Have made well over 30 phone calls with in the last 2 years. This is ongoing & needs to be addressed immediately.TranslateDesired Resolution / OutcomeDesired Resolution:RepairselectDesired Outcome:I just want the service I pay for. To have infrastructure issues resolved so that all the customers get what they pay for

This is a response to follow up for complaint # 1[redacted]. We have reached out to Mr. [redacted] regarding troubleshooting the speed issue he has reported. We have requested further information from the customer in order to assist him in resolving this issue as quickly as possible. This matter is...

being addressed and we will continue to work with the customer to determine the best and quickest way to resolve the speed issue he has reported. All efforts are being made to satisfy the customers complaint and his account has been credited for the inconvenience as well.
Sincerely,
[redacted]

This is in response to complaint #[redacted]. We have an open work order scheduled for 10/30/15 to resolve the customers service related issues. Once this issue has been fully resolved, the appropriate credit will be applied to the customers account.
Thank you once again,
[redacted] Customer...

Advocate

After reviewing both of these complaints, it appears that [redacted] lived in this residence and had the Zito Media service in his name at this time. He has since disconnected service and a new tenant has taken over this residence. The new tenant is [redacted] and he is already scheduled for services to be disconnected at this time. The odd thing here is that both customers have the exact same contact phone number. I attempted to reach out to either of these customers using this number and I was unable to make contact. I feel there is nothing further necessary on either of these complaints as neither customer has service with us any longer. My apologies for the delay in response regarding these issues although these were not received by me until 7/6/15 (after both subscribers have disconnected service). Sincerely, [redacted] Customer Advocate

This is in response to the Revdex.com complaint # [redacted]. This customer is subscribed to our Ultra Speed Internet which provides speeds up to 100Mbps download. He called in on 03/31/2016 at 3:30am and spoke with one of our representatives. He explained that he was getting 40Mbps...

download. Our representative offered to troubleshoot with this customer and asked him to get a speed test while directly connected to the modem via an Ethernet cable. This type of speed test is imperative as a customer may be getting their speeds but if they have 4 wireless devices connected to it then he would not get an accurate speed tests results. He refused to troubleshoot properly and did not run a speed test while directly connected to the modem via an Ethernet cable. We cannot guarantee speeds over Wi-Fi because there are so many variables that effect Wi-Fi speeds and we can only guarantee speeds via an Ethernet cable.  When this customer called in, he did not let our representative know that he was recording the call until 6:00 minutes in. She did advise him that he was not allowed to record her call and ended the call. It is illegal to record a call without the other party’s permission which he did not gain initially. This call was recorded on our end and we did listen to the call. If this customer wishes, we will still be happy to help him with his speeds. He would need to contact our customer service to perform troubleshooting and determine if there is any trouble with his speeds. Our phone number is ###-###-####. Thank you, [redacted] Customer Advocate Zito Media

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.
 Since receiving this response, the entire town has had their internet throttled to the point where at times it is not possible to perform a Google Search.  When I called to report this, I was told that they were aware of the situation but it would take up to a month to repair.  I was also literally told, and I quote, "we don't really care about Syracuse".  I asked if I would be reimbursed for the internet service that I was paying for and not receiving and was told that that would not be possible.
 The resolution I would like is to have my service terminated.  Myself and anyone else in Syracuse should not be charged for the month of January because we have been unable to receive the service we pay for during this month. I expect a technician to be out soon to remove the tripping hazard that was left in the yard (by the way, Nebraska soil doesn't thaw until March, so implying in your phone message that it would only be a few days extra wait is ridiculous and not informing customers that they would have to wait until then is even more so), as well as replacing the cable that was vandalized by their technician when he installed their own cable.
Regards,
[redacted]
 
 
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Their response never addressed the vandalism to my property. Their worker purposefully cut a cable leading to the satellite dish of a competitior. I have made several calls requesting that they fix this cable. I was finally told by a manager that despite the fact that it was their technician who cut the cable, it is not their problem. That is a complete lack of responsibility and is unacceptable.

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.
Regards,
[redacted]. I talked with them again today and NO the problem still exist. They said they would send email to dispatch to try to get fixed