Discount Travel & Tours

We have nothing further to add, customer is more than welcome to work with support as needed to resolve their issues which contrary to their claim has NOT been done.  As far as experience goes I personally have MORE than 30 years of networking experience, but that is not the issue.  The issue is customers problems and the ONLY way to resolve is working with our support staff!

[redacted], we are very sorry to hear...

that you are having issues with the service. I do see that you have an open issue with our tier 2 customer support staff that is being worked on. Please continue working with them and I am sure we will be able to assist with this issue. I do see that we reached out as recently as 6/10 and that 5/29 we had received feedback the service was working good from you. Our office number is toll-free ###-###-#### and our support staff will be happy to work on the issues you are experiencing. Thanks!

This is simply a case where the customer refused to work with us regarding any issues and even by their own admission showed that the problem was likely with THEIR equipment.  We received an e-mail April 27th from the customer:  Just  FYI, we are having inconsistent quality of...

coverage requiring us toreboot the routing fairly frequently.  We are there only a few times a monthand have to reboot the router almost every time.The router whether purchased from Excel.Net directly or from any other location is the customers equipment.  Following that message we reached out to the customer MANY times.  However, this location is not their primary residence and we were having a hard time connecting with them while they were on-site.  Also, during the call attempts customer informed us they added additional "boosters" in the home to expand coverage and unless done properly this can cause internal wireless roaming issues and such, but again this is customer equipment and NOT ours or under our support.   The one time during that support ticket we were able to get hold of customer there were some issues with their devices not having updates needed and speed tests were showing proper results with all of the traffic on the connection.Then July 29th the husband called to cancel the account and was told that they were still under contract.  At that point he threatened us and the call was ended. After that our interaction with the customer was to coordinate the takedown and return of the equipment that is ours.  Customers balance is currently $320.20 and we do feel that is correct and owed to us.

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.  I  chose to use a local business instead of a big name provider and I feel like they are taking advantage. The contract is only in favor of the business and the consumer has no rights. I find it totally unacceptable that the solution is to have the person that will be living in the old house take over the contract. The home is being sold and who knows who or when it will be rented. Bottom line they can't offer the service how can they hold someone captive?
Regards,
Tim [redacted]