Every business at one point
or another realizes they need 'Terms of Service l or an 'Acceptable
Use Policy' [AUP] these documents arise from someone doing something either
intentionally or the company realizes that they need some sort of protection.Our Internet business is
different from the
main stream providers that most everyone is aware ofWe
don't not use the telephone line nor a coaxial cableWe use microwave radios
Like the other providers, they too have limitations on where they can serve
based on the type of technology they use and possibly driven by their ROI.When Dave *** started using our service in 2010, he had a
clear line of sight to our tower which provided his connection for Internet
serviceIn the recent years his neighbor across the street, a Lutheran Church,
decided to plant some fast growing trees, I presume as a wind blockThese
trees are the real culprit in Dave ***'s connection problemsMicrowave
signals do not penetrate leaves well.In early May of 2016, Dave
called in with connection issuesA technician was dispatched to his location
and it was noted that his neighbors trees started to leaf outIn an attempt to
provide a temporary service we switched out his current radio and replaced it
with a radio which would get him by for a short timeAs the growing season
progressed, Dave ***'s signal got worse and he contacted us againMy other
technician stopped out to take a look at Dave ***'s connectionAt this time
Dave *** was told he basically had two options, relocate his radio at his
cost or find another providerThis answer was not satisfactory to Dave ***
as a relocate would cost him over $Dave *** thought this liability
should rest with AirRunner Networks LLCAs Dave said,"l'm not going to
pay a single penny to have that done."Our AUP, which is found on our users page, covers this
particular issue in italic/bold print below; 'AirRunner Networks LLC is NOT
responsible or liable for any of the following:AirRunner Networks LLC will not be liable for delays, damages
or failures in performance due to causes beyond its reasonable control,
including causes such as acts of a governmental body, acts of God, acts of
third parties, fires, ***s, or other inclement weather, strikes or other
labor-related disputes, network or communication failures or failure of any
communication link or facility, failures of software or hardware equipment,
software or servicesAirRunner Networks LLC is NOT responsible or liable for
any of the following;any obstruction(s) that might be erected or grow between
subscribers antenna and AirRunner Networks LLC antenna causing degradation or
loss of service; debris or ice on antenna; re-aiming the antenna after roofing or
other roof activities by the owner or other vendors; installing hardware and or
software in a different computer after the initial installation;
reconfiguration of network settings due to, but not limited to: tampering or
re-installation of operating system.The verbiage in our is similar
to many other vendors and is certainly not unique by any stretch.Dave *** felt AirRunner Networks LLC should pay to have his
radio relocatedHe was already advised that was not going to happen.Our AUP can be found here: *** and is also linked off our users
page.On July 2016, my office manager and business partner of
seven died unexpectedlyI was notified by her husband on the morning of July
19, At the time, I was out of town on a week long vacationLater that
day I contacted my staff and told them about the death of their co-worker/
office mother.Undoubtedly, this unexpected death shook them upWhile I
don't condone foul language used by my employees when speaking to customers, my
employee simply responded to a noncompassionate, non-sympathetic comment from
Dave *** of which my technician felt was inexcusable after it was explained
to Dave *** as to why I, nor my business partner wasn't available to address
his issue.No doubt I should of called Dave *** under most
circumstances, but I had an office to attend to and financial issues to
resolveI suspected he was going to discontinue his service with us regardless, as he was adamant
about not paying one cent.As for an apology to Dave ***, he's not getting one nor am
I firing my employee who responded to Dave ***'s comment emotionallyI did
speak to my employee about appropriate responses to customers and referred him
to an office document on how to handle difficult people
Please read my original response to this prior customerThe information in it, is still as valid as it was when I submitted itAlso note I have made several attempts to contact the person from the Revdex.com who was assigned this case that that person has been difficult to contact.Sincerely, William ***
Bill just don't care how his customers are treated by his employees and he is a good at changing it so the customer looks bad. Also I have heard from a lot of people that their service is bad all I can hope is that they finally realize that they should get someone else for internet service
Every business at one point
or another realizes they need 'Terms of Service l or an 'Acceptable
Use Policy' [AUP] these documents arise from someone doing something either
intentionally or the company realizes that they need some sort of protection.Our Internet business is
different from the
main stream providers that most everyone is aware ofWe
don't not use the telephone line nor a coaxial cableWe use microwave radios
Like the other providers, they too have limitations on where they can serve
based on the type of technology they use and possibly driven by their ROI.When Dave *** started using our service in 2010, he had a
clear line of sight to our tower which provided his connection for Internet
serviceIn the recent years his neighbor across the street, a Lutheran Church,
decided to plant some fast growing trees, I presume as a wind blockThese
trees are the real culprit in Dave ***'s connection problemsMicrowave
signals do not penetrate leaves well.In early May of 2016, Dave
called in with connection issuesA technician was dispatched to his location
and it was noted that his neighbors trees started to leaf outIn an attempt to
provide a temporary service we switched out his current radio and replaced it
with a radio which would get him by for a short timeAs the growing season
progressed, Dave ***'s signal got worse and he contacted us againMy other
technician stopped out to take a look at Dave ***'s connectionAt this time
Dave *** was told he basically had two options, relocate his radio at his
cost or find another providerThis answer was not satisfactory to Dave ***
as a relocate would cost him over $Dave *** thought this liability
should rest with AirRunner Networks LLCAs Dave said,"l'm not going to
pay a single penny to have that done."Our AUP, which is found on our users page, covers this
particular issue in italic/bold print below; 'AirRunner Networks LLC is NOT
responsible or liable for any of the following:AirRunner Networks LLC will not be liable for delays, damages
or failures in performance due to causes beyond its reasonable control,
including causes such as acts of a governmental body, acts of God, acts of
third parties, fires, ***s, or other inclement weather, strikes or other
labor-related disputes, network or communication failures or failure of any
communication link or facility, failures of software or hardware equipment,
software or servicesAirRunner Networks LLC is NOT responsible or liable for
any of the following;any obstruction(s) that might be erected or grow between
subscribers antenna and AirRunner Networks LLC antenna causing degradation or
loss of service; debris or ice on antenna; re-aiming the antenna after roofing or
other roof activities by the owner or other vendors; installing hardware and or
software in a different computer after the initial installation;
reconfiguration of network settings due to, but not limited to: tampering or
re-installation of operating system.The verbiage in our is similar
to many other vendors and is certainly not unique by any stretch.Dave *** felt AirRunner Networks LLC should pay to have his
radio relocatedHe was already advised that was not going to happen.Our AUP can be found here: *** and is also linked off our users
page.On July 2016, my office manager and business partner of
seven died unexpectedlyI was notified by her husband on the morning of July
19, At the time, I was out of town on a week long vacationLater that
day I contacted my staff and told them about the death of their co-worker/
office mother.Undoubtedly, this unexpected death shook them upWhile I
don't condone foul language used by my employees when speaking to customers, my
employee simply responded to a noncompassionate, non-sympathetic comment from
Dave *** of which my technician felt was inexcusable after it was explained
to Dave *** as to why I, nor my business partner wasn't available to address
his issue.No doubt I should of called Dave *** under most
circumstances, but I had an office to attend to and financial issues to
resolveI suspected he was going to discontinue his service with us regardless, as he was adamant
about not paying one cent.As for an apology to Dave ***, he's not getting one nor am
I firing my employee who responded to Dave ***'s comment emotionallyI did
speak to my employee about appropriate responses to customers and referred him
to an office document on how to handle difficult people
Please read my original response to this prior customerThe information in it, is still as valid as it was when I submitted itAlso note I have made several attempts to contact the person from the Revdex.com who was assigned this case that that person has been difficult to contact.Sincerely, William ***
Bill just don't care how his customers are treated by his employees and he is a good at changing it so the customer looks bad. Also I have heard from a lot of people that their service is bad all I can hope is that they finally realize that they should get someone else for internet service