China Wok

From: [redacted] [
text-decoration: none;">mailto:[redacted]] Sent: Wednesday, April 08, 2015 4:26 PMTo: [redacted]Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]
 
I want to cancel this complaint.  Rock solid has agreed to restore my service asap so please disregard and omit this complaint.  Thank you so much. Sent from my iPhone

The customer was advised that speeds advertised are "up to" and not guaranteed.  Additionally, our terms and conditions of service also state this.  When customer expressed disappointment with this, we advised him that he could downgrade to a slower service to get a more consistent speed,...

but that no matter which level of service was purchased, all services are "up to", which is a normal provision of service no matter who the Internet Provider is.  During multiple conversations with our staff, customer was very rude and insulting to them,making statements such as: "You are rded".  "Did you eat paint chips as a child".  "Did your dad drop you on your head as a child". "I hope you burn in Hell".  Customer cancelled service with us and when we disconnected service on his request, he became angry and belligerent and requested that it be turned back on.  Because of his demeanor and attitude, we opted to keep his account cancelled and we have issued a complete refund of all monies he has ever paid us.  At this point, all of his monies ever paid were returned to him on 1/6/15REFUNDRESPONSE DATEDate TIME 1/6/2015 3:33:48 PM TRANSACTION REQUEST REFUNDRESPONSE / STATUS RETURN ACCEPTED ACTION CODE 000 RESPONSE TRANSACTION ID [redacted] AVS DESCRIPTION AUTHORIZATON CODE [redacted] CW2 ADDRESS MATCH ZIP MATCH TOTAL AMOUNT 63.27 REFUNDRESPONSE DATE & TIME 1/6/2015 3:34:09 PM TRANSACTION REQUEST REFUND RESPONSE / STATUS RETURN ACCEPTED ACTION CODE 000 RESPONSE TRANSACTION ID [redacted] AVS DESCRIPTION AUTHORIZATON CODE [redacted] CW2 ADDRESS MATCH ZIP MATCH TOTAL AMOUNT 63.27 REFUNDRESPONSE DATE & TIME 1/6/2015 3:34:34 PM TRANSACTION REQUEST REFUND RESPONSE / STATUS RETURN ACCEPTED ACTION CODE 000 RESPONSE TRANSACTION ID [redacted] AVS DESCRIPTION AUTHORIZATON CODE [redacted] CW2 ADDRESS MATCH ZIP MATCH TOTAL AMOUNT 89.73

I have had Rock Solid here in Georgetown for about 4 months. Service has been outstanding. It is very fast. I used to have the local cable company and this is just as fast, maybe faster. Have not needed much support, but the few times I have called they have been helpful.

I apologize that I was out of town to respond to the emails.  However, I do not feel my complaint should be closed.     The business owner didn't actually respond to my complaint issues.  1) that they over promised what they could deliver and 2) when I requested the services that I was told they could provide, I was encouraged to cancel and look elsewhere.  I am not the only person that this has happened to; this is why I filed this complaint.  I felt that someone needed to stand up for the customers that have received this type of treatment.   The answer he provided is a blanket statement he posts for anyone that complains about service.  Please see YELP, you will find the same statements.   Mr [redacted]'s reply "If along the way, however, the customer is rude, abrasive, or attempts to use the Internet the we provide in a manner that is harmful to the overall level of service that we provide to all of our customers, then yes, we will deny service to that customer." insinuates that we did this? I believe he wasn't happy when we asked for what his sales personnel and installation technician told us we would be able to get.  This is a vague blanket statement.  The installation tech should have known what the capability of the area was.   He obviously doesn't understand how to treat customers.  No one, and certainly not me, expects perfection.  We do, however, expect fair treatment in a professional way.  This could have easily been easily remedied by all the Rock Solid employees being familiar with their product and not telling us that the level of service it would depend on our signal strength because this was not true.  It actually depended on the tower that they connected us to.  That would have been understandable.  Neither my wife or myself were rude, or abrasive.  Nor did we use the internet service in a way that harmful to overall service.     I find it interesting that Mr. [redacted] chose a hollywood version of the well known utilitarianism catch phrase... "It is the greatest good to the greatest number of people which is the measure of right and wrong."  this was said by Jeremy Bentham, philosopher who died in 1832.  It was said in regards to the 'good' of man, not internet service.  I should think we should look to modern times to see how utilitarianism applies to business.   "It’s all about being selfless and showing customers you genuinely care about building a relationship, rather than making them feel like you’re just shoving another call-to-action in their direction." Ekaterina Walter, marketing leader and author.  I believe Rock Solid could be a great business if it changed how it deals with customers.   Thanks for your consideration.   **

We have attempted to explain to Ms. [redacted] that the tower that her equipment is aimed at has not been upgraded to provide the speeds that she wants on the Boulder account.  We are not currently upgrading ANY customers on that tower until we can add additional equipment capable of doing so....

 Additionally,  we advised Ms. [redacted] on a service call for which we did not charge her that she was getting the speeds she is paying for.  The only time we charged her for a repair was when her gardener damaged our cable.  She stated that she felt that the new cable that we replaced it with was the cause for speed fluctuations.  Throughout our conversations with Ms. Atkinson, we have made adjustments to service and analyzed it far past our normal requirements in an effort to both solve any issues on our side as well as make her feel as if we were making our best efforts, all to no avail.  She continues to believe that we do not know what we are doing and of course, she has a right to believe whatever she wishes.  In the end, we determined that we could not make her happy.  Whether it is because we are not doing a good job or whether it is because we have been unable to convince her that because of the technology limitations of this tower is irrelevant.  It is never our desire to take money from customers who believe we are not doing a good job.  A few customers, such as this one, simply refuse to believe that we can defy the laws of physics when it comes to radio technology and the equipment currently in place.  Ms. [redacted] refers to our "habit" of cancelling customers who complain.  With over 7000 subscribers, I find it impossible to claim any sort of habit from 5 or 10 people, some of whom were not even our customers, have made this statement.  Our only habit is that we do everything we can to make a customer happy and once it becomes clear that they will not be happy, whether it is their fault or our fault or a combination of both, we try to solve the problem so that both sides no longer have to worry about it.  Once this determination was made, we refunded Ms. [redacted] 3 months of service for a total of $304.65 and advised her that she would receive free service through the end of the month in order to give her time to find an Internet provider that better meets her needs.  This was done well before Ms. [redacted] made this complaint and Ms. [redacted] was advised of this refund before she made the complaint.It always makes us sad to hear of a dissatisfied customer and frankly very few of ours feel this way, regardless of what Ms. [redacted] believes.  Sometimes we do not do the best job of conveying this, and we do try to be better about that, but to attack our Customer Service Manager, [redacted] is the most unpleasant comment of all as she is among the brightest and most pleasant of our staff and is tasked with doing everything she can to make a customer happy.  She literally can override any decision on a customer, including mine.
I cannot understand how a customer would want to pay us if they did not like our service.  If we have advised that we can do nothing more and if that means that the customer will not be happy in the future, then in our opinion, there really is nothing more to be gained from taking someone's money.  Our standard procedure in this is to refund the current month's service and allow the customer time to obtain service from another provider.  Most Internet providers do not do this when cancelling a customer's service and additionally, we refunded the customer a total of three month's service just to show how much we do care about the customer experience.
Because of this, we will not restore the customer's service but we sincerely wish her success in obtaining service to her liking from another provider.

I have Rock Solid Internet and have regularly complained about the slow speeds. They tell me that they are working on new technology that will be ready May/2016 and they say October/2016. I have the middle base package but can't stream on Roku,Sling or other platforms 70% of the time without buffering! I called them 8/23/16 and was told customer service would give me a call. Never did!! Bad service!!

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,I have called them when the incident happened and told them. They did not tell me to bring it in. They hung up on me.
[redacted]

Complaint:[redacted]
I am rejecting this response because:This man isn't telling the truth.  We had problems almost immediately after the installation.  Our service would work fine for a few days and then would not work.  I can't run a business without internet phone and internet service.  As far as not being able to use the phones properly, because myself and my staff aren't capable of dialing a phone number or logging onto the internet.  I find this Absurb.  There has never been hostility towards this company and numerous calls to make this service work.   Many times all we got was an answering machine or promises that a technician would come by and then not show up or show up a day or so later.  As far as contacting them in 2013.  Repeated calls were left by me with no return calls to justify this.   Their service was used six months because they kept telling us that our service would get better.  They also came to our location to test their signal and said we  would have no issues getting coverage.  The most insulting thing is that myself and my staff don't know how to dial a phone.  I contacted an employee from their business about speaking to the owner and I was told that I could not call him.
Regards,[redacted]

Each time the customer called in, she was advised that we only accept cancellations in writing to [redacted].  The reason for this is because we have had people call in claiming to be the customer when they are not.  We have also had customers claiming that they called and...

cancelled but had no proof that they did so.Our terms and conditions of service, published on our website at http://www.getrsi.com/about-us/acceptable-use-policy clearly state that we require cancellation in writing at the e-mail address listed above.  If the customer sends a cancellation to that e-mail address, it is time stamped and a return reply acknowledging the cancellation is sent with a notice advising the customer to keep the e-mail for their records as proof of cancellation.
While we are not obligated to do so, we have issued a refund of two months as a gesture of good faith and appreciation of the customer's business.
In the event that the customer can produce a copy of the cancellation reply, we will issue additional refunds to the date of the cancellation reply time stamp.

I would say that there is some accuracy in the complaint, but not a complete story.  We installed the service in 2012 and at that time, the [redacted], had no issues with our service.  When there were problems, she contacted us and they were resolved.  Most of the...

issues at that time were related to the inability of the staff to adjust to using something other than old technology phones.  Most of our service calls were to reprogram phones or reconnect equipment that had been damaged, improperly used, or abused by the staff.  [redacted] acknowledged this and as long as she was there, we had no complaints from this company.After [redacted] left is when we began to receive the same calls, but we could not get their staff to use the phones properly.  They called over and over again and in most cases (but not all), it was again due to the inability for their staff to use the phones properly.  As we had a track record of more than 6 months without complaint, we felt that their staff, including [redacted]'s replacement, were either unable or unwilling to learn how to properly use the phone system and their hostility toward us made it unreasonable to continue to support them in the manner we had done in the past and for which we normally provide.I am willing to take responsibility for some of this.  It is our policy not to deal with abusive customers if we cannot come to some sort of willingness for them to work with us when we try to assist them.  I feel that [redacted] is likely not aware of this attitude toward our staff by more than a few of his employees at that time.  While we are surprised that [redacted] did not choose to directly address this in 2013, other than a few phone requests for us to come and get our equipment and give him his money back, it is our position that it is not our equipment.  His company purchased it, signed off on it, and used it successfully up until the time that [redacted] left their employ.It is not our habit of denying customers refunds or providing inferior service as evidenced by the very few complaints we have had (out of over 6000 subscribers) and our record of resolution with Revdex.com.  We do not feel that this customer is entitled to ANY refund, as they clearly used the service for the entire duration (around 6 months) of [redacted]'s oversight of their service as [redacted]'s [redacted].  If anything, our error was in not realizing that this company, at least in the location we provided service, was not capable of utilizing newer technology telephone equipment and addressing technical differences in Voice-Over-IP telephone service and old-school copper phone lines and equipment.  We have hundreds of satisfied business customers who use our telephone service, some with hundreds of employees.  We have learned that there are some companies who should stay with their current equipment and provider, especially if they are unwilling to learn how to properly use the new equipment.However, as a gesture of goodwill and our desire to maintain our good relationship with Revdex.com, we are willing to remove the equipment, as long as it is not physically damaged, from their premises and issue a refund in the amount of $1000.00 once the equipment has been retrieved.

I recently purchased a home near Castroville, TX. The previous owners gave me Rock Solid Internets number since they used them. I called to set up new service, was told they don't service where I live? I explain to the Mn at the office that the previous owners had their service, and I had the bills to prove it. Mn tells me again they don't service that area? Again I tell the Mn that the next door neighbors have them, tells me again they don't service that area.
Ask to speak to a supervisor. told one is not available? Tired of dealing with them guess I will have to with Direct or Dish network for internet and T.V.
In all my experience I have never been subject to such a bunch of DUMMIES!
Hope [redacted] or [redacted] or [redacted] get out that way!

Unacceptable amount of chicken and breaded chicken for sesame chicken dish. And no recourse for poor take out service because no refund policy.I visited the China wok on February 3rd 2016. Upon entering I asked the clerk if the chicken in the sesame chicken is breaded to which he answered yes. I asked if it were possible for me to get all white meat and the clerk said that it was possible but would be an extra $2. I ordered two sesame chicken 1 with white rice and one with pork fried rice and I wanted the meal that included an egg roll. The total came to $21.82. I took the order home and sat down with my mom to have dinner. I ate the egg roll first and it was delicious. Then I opened we take out dish and half or more was rice, there were two broccoli crowns just barely steamed and the chunks of breaded chicken. When I bit into the breaded chicken everything had the same consistency it seemed until I bit into a small piece of chicken. It prompted me to check the chunks to see just how much chicken was inside of them. When I did I found thumbnail size and thumbnail thin pieces of chicken surrounded by nothing but bread. It was like that throughout. I told my mother to pick it up because I was taking it back because it was totally unacceptable. I always order sesame chicken whenever I go to a Chinese restaurant. I love the stuff. Never have complaints until now. When I took the plates back and walked in she asked what was wrong and I told her that I wanted to return these meals because there was no chicken worth mentioning inside the bread. She went on to say that that's how they fix it that's how they make it they're not treating me any different than anyone else but that's how they make it and I tried to tell her that I buy sesame chicken all the time and just because that's the way they make it doesn't make it right. And she showed me the chicken that they use but it's not the chicken that was inside those chunks. I tried to tell her that it was absolutely unacceptable but all she could say we have a policy no refund and no exchange. Well the majority of their business I would venture to say 90% of it is not higher is take out. I would imagine it's because the dining area is not inviting and people just don't stay. Which is very convenient when there is poor service, unacceptable meals and no recourse for those who shop there. Imagine there are those who just don't know to expect any better. There is a [redacted] that I frequent often and there white meat chunks are just that nice chunks of chicken with a nice honey glaze with sesame seeds throughout. I would have been willing to exchange it for something else but No return no exchange. That is unacceptable absolutely unacceptable what are we supposed to do you stand at the counter and dig through our chicken breaded chicken to make sure there's chicken in there before we take it home and eat it. The family that owns the place is very arrogant in their speech and how they address me. I work in customer service for 30 years and there is always some attempt to satisfy a disgruntled customer. In this case there is none and it is very convenient for them.Desired SettlementI I just want a refund 4 - sesame chicken dinners with all white meat. Each dinner came with an egg roll that they can keep the money for because they were good. I know this is a lot to go through for $21 but $21 is a lot of money to me. So if it is feasible I would appreciate any help you can give me and others who don't even know that they need help and helping the people at China wok figure out how it is that they can give their customers access to sum sort of recourse when they find reasonable dissatisfaction with a prepared meal. The policies as they stand now are not customer oriented but serve the owners only.

Review: I have never had such BAD customer service as I had at China Wok in Tracy, CA. I don't file complaints, but they way they treated me and the service they provide is poor and needs to be recognized. No one who spends their money at any restaurant should be treated so badly. I called China Wok and the young female that answered the phone was just plain RUDE. I used to order from this restaurant a lot when I lived in Tracy, and I needed a lot of food and thought of them to order from. I was spending a lot of money and driving 30 miles away to pick it up, and I wanted to be assured of prices of the food. I advised her of this. She was curt and kept cutting me off, and kept rudely saying,"I can't hear you".I don't understand how you can run a business and have someone so rude represent your business. I didn't want to order after being treated so rudely, but the food is such a good price I ordered anyway. I asked her to guarantee me prices based on the size try I was telling her I wanted...which she did. I even asked her to give me an estimate of the size of the food trays to ensure my order was correct, and she said ,"I don't have a ruler". GREAT business practice to say that to a customer. BUT, she still guaranteed me the price.When the food was picked up, it was the wrong size trays that the girl PROMISED me it would be. I spoke to the owner and he would not right THEIR wrong. Not even an apology. Regardless of if he couldn't give me what I requested, he could have made it right another way. I was really, really upset. Instead of trying to ease an upset customer, he HUNG UP on me and took the phone off the hook so I could not call back. What kind of business practice is this? BAD BUSINESS!! I am a really mellow person, and I don't think I would have been as upset if the girl that took my order wasn't SO incredibly rude, but that just added fuel to the fire. Had she taken the time to actually help me, and address my concerns, and not be so rude, I would have never ordered there.Desired Settlement: I would like the restaurant to be notified that they way they treat their customers is unacceptable. I felt they just took my money regardless of the incorrect information I was given by that girl. They should have made amends in some way. If they couldn't do what I requested (partial money back or give me more food), then at least apologize, and make it right another way. Hanging up on me only made me more upset and forced to find other ways to express my unhappiness of their service.

Business

Response:

The owner states hat the consumer should have returned the food that day because now they do not know what they are dealing with