Zito Media

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Zito Media
Company Contact:
[redacted]
Company Phone:
[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff...

Member:
Response:
Customer states she has had internet speed issues and also advises we have been disconnecting and reconnecting her services every weekend. We have no record of her calling customer support for assistance in this matter and without knowing about the issue, how could Zito Media know she had a problem that needed resolution. The reason her services were disconnected and reconnected multiple times was due to payment arrangements that were not kept by the customer. The customer has defaulted on payment arrangements multiple times and we have done everything we could do, as a company, to assist in every possible way and to be most forgiving of these defaulted payment arrangements. She complained about some cables that she claims were left just hanging, but we show no record of any calls advising the cables were left hanging and she states she has already taken care of them herself at this point. Ms. [redacted] has also expressed her dissatisfaction with the monthly usage caps that have been set for each tier of service and we advised her that if she upgrades to a higher tier, she will have a higher data usage cap for the month. She complains that she is still experiencing issues with the speed of her internet service. Once again, she has never contacted Zito Media directly to request assistance with this issue.
Sent on: 10/1/2015 1:00:40 PM

This is a response to follow up for complaint: [redacted]. We have attempted to reach out to Mr. Adami and received a voicemail. We do see where he contacted us to let us know he was having trouble with 6 channels. We have contacted our Maintenance Technician to get additional information on these channels which will be outlined below. Channel 29 (Discovery Channel) and will be looked at in the upcoming days. 31 (Great American Country, 50 (HGTV) and 52 (Home Shopping Network) have been out due to the provider changing their satellite feed. We are currently working on a solution and do not have an estimated time of resolution at this time.  32 (Outdoor Channel) was checked on 05/12/2016 and was on at that time. The customer did also notify us that he was having trouble with channel 30 (The Weather Channel). He said that the audio is out of sync with the video. The Maintenance Technician has been notified of this as well. We are working as quickly as possible to restore these channels.We have provided $10.00 of per month for the next 3 months for the customer to reflect the trouble he has experienced with these channel. He had also received a credit of $5.00 on 05/10/2016. If he has any additional questions, our customer service is available 24/7 at ###-###-####. Sincerely, [redacted] Customer Advocate Zito Media

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I will except this as long as they provide adequate service.  I have had their tech to my home many times over the last year and service has gotten progressively worse.I am a Sales Manager and work out of my home.  I have had to leave my home and drive to a hotel or business in town to get my work done way too many times
Regards,
[redacted]

This is in response to complaint# [redacted].  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. [redacted]'s account has also been credited
with a full month of service plus the $15.00 in credits that had previously
been applied to the account. The customers last technician appointment was on
7/2/15 and we attempted to reach out to Mr. [redacted] on 7/3/15 to verify the
quality of his services has been improved. 
We feel this issue is resolved at this time.
Sincerely,
[redacted]
Customer Advocate

In the several months since doing business with this company, I have had non stop problems with their service not working. Currently service has been out since Thursday May 26, 2016, and the soonest someone will be here to fix the problem is Thursday June 2, 2016. I have never had a worse experience with any company that provides internet and TV service like I have had with this company.

Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com Business Bureau 844 S. 4th Street Louisville, KY 40203 Re: [redacted]...

[redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint ID: [redacted]. We apologize about the confusion regarding the billing. The customer’s current due date was the 10th of each month. Due to the inconvenience, we have changed the billing due date to the 28th per the customer’s convenience. This will be effective in September. Unfortunately, we are unable to refund any overdraft charges as the charge was a valued charge for payment owed. We are not able to cancel this customer’s account as he is in a 2-year agreement. If he wishes to cancel the account, he will be responsible for early termination fees. If he wishes to cancel his account, he would need to speak to customer service at ###-###-####. Sincerely, [redacted] Customer Advocate Zito Media

Re: [redacted]
[redacted]
[redacted]
 
To whom it may concern:
class="Standard"> 
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

We will need photos of the “vandalism” the customer is
requesting us to repair.  This is
necessary so that we may ensure that we have allotted the proper amount of time
for the technician to make this repair, should we determine this is something
that we are responsible to fix.  These
photos can be submitted to [email protected].  Please include reference ID# [redacted]
 
Sincerely,
 
[redacted]
Customer Advocate

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]

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

To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We are sorry to hear that this customer has experienced such trouble with their Internet. Our Maintenance...

department has been out and replaced a main line as well as some additional equipment on the line. This was completed on 11/1/2016. Since this time, this customer has had no additional drops offline, no packet loss and a ping time of 42ms. Due to the trouble, they have experienced, we have applied a credit of $45.00 to this customer’s account which will be reflected on their next bill. Should they have any additional questions, our customer service is available 24/7 at ###-###-####. Sincerely, [redacted] Customer Advocate Zito Media

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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]

Business Response to a Complaint
cellPadding=0>
Complaint ID#:
[redacted]
Company Name:
Zito Media
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
NA
Response:
I spoke to Mr. [redacted] today. He said the speeds are good. This has been resolved. Thanks [redacted]
Sent on: 4/7/2015 3:57:20 PM%3

Re: [redacted] Complaint ID #: [redacted].  To whom it may concern:  This is a response to follow up for complaint #[redacted]. We had our Maintenance Technician out on 2/3/2017 to address and resolve the signal related issue that was effecting this customer. The work was completed that...

same day. We have attempted to follow up with this customer on 2/6/2017 and left a voicemail. Due to the trouble this customer has had, we have applied a credit of $25.00 to their account. We consider this matter resolved. Sincerely,  [redacted] Customer Advocate Zito Media

Zito Media [redacted]
[redacted] Revdex.com, Inc. 844 S. 4th Street Louisville, KY 40203-2186       [redacted]
[redacted] To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]   We are sorry for the trouble...

that this customer has experienced. We had our maintenance technician out to resolve this issue on 3/17/17. The customers modem is back online with wonderful signal levels. We have attempted to reach the customer but were unable to do so. We have applied a $25 credit to the customer’s account for the time that the services were not working properly.  We find this matter resolved. Should this customer have any additional questions, we can be reached at 1-[redacted].    Sincerely, [redacted] Customer Advocate Zito Media

Business Response to a Complaint
cellPadding=0>
Complaint ID#:
[redacted]
Company Name:
Zito Media
Company Contact:
[redacted]
Company Phone:
[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
This has been addressed with customer. Maintenance tech has been there and monitoring the issue
Sent on: 9/8/2014 11:43:03 AM

Mr. [redacted]' speed issues have been addressed.  We have determined that acceptable speeds are being provided to the customers home.  However, the customer has devices that are known to have speed related issues regardless of the ISP. For instance, my personal iPhone also experiences speed related issues with both Zito Media internet services as well as a well known competitor in this same area. This  means the issue is not with the Zito Media internet service itself, but something within the devices he chooses to use at his home location that are slowing his speeds.  There is no further troubleshooting or other options available to assist with this issue at this time. 
 
Sincerely,
 
[redacted]
Customer Advocate

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 cannot accept this decision until I have my internet working consistently for more than 2 days. I consistently have been calling and they cannot tell
Me
Anything as to why it isn't working and when it will
Be working. Until it works consistently, I cannot
Accept
Their decision. 
Regards,
[redacted]