Sebastian

Initial Business Response /* (1000, 5, 2015/11/06) */
Sebastian provides high speed Internet access to under-served, rural areas where the cost to provide service is generally prohibitiveOur services are subsidized, in many cases, by state and federal grants designed to bring services to areas
that might not otherwise have access due to the high cost of building and maintaining high-speed, fiber optic networksWe attempt to keep service rates as low as is economically feasible

Initial Business Response /* (1000, 9, 2016/01/25) */
The customer contacted us reporting alarm battery troubleOur technician responded out to replace the battery, and at that point trouble cleared and system tested fineThe following day the customer called back reporting that battery trouble
had returnedThe customer then mentioned that they had previously replaced a fuse on the panel due to power issues at there their homeThe technician then discovered that the customer had placed an incorrect fuse in the panel which was causing the shortA second tech responded out to confirm that the fuse was the issue, he informed the customer that this was a special ordered part not usually carriedThe customer made the decision to order the part and install it themselvesThe customer was instructed on how to replace the fuse and advised to call in if they needed any assistanceWe are waiving the $service fee, because we would have liked to fully resolve the issue ourselves
Initial Consumer Rebuttal /* (2000, 11, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I only accept the response because the fee was waivedReplacing a fuse is not a complicated matter and they advised us that our system was old and recommended that a new system be installed, but still left with the issue remainingThe first technician did not know what the problem was at all and told us that he was only filling in for the real techI knew that the fuse was the problem because I obviously tried to replace it and was hoping Sebastian would carry a fuse for THEIR systemI find it insulting that Sebastian can't own up to not being able to solve the issue and saying that they recommended a specialty fuse when they did notI personally researched the fuse before I called them and only called them when I found out that the fuse was$and the shipping was $I also think that it is insulting that they respond by saying they would come out and help install a fuse when anyone that has replaced a AA battery can figure that outSebastian clearly takes advantage that they own the monopoly of home alarms in the Kerman area and would be more consumer conscious if competitors were able to compete with themThank you for helping me deal with the issue

Initial Business Response /* (1000, 9, 2016/02/09) */
Hi ***We are sorry that you are unhappy with the level of service you received from SebastianOur customers and their satisfaction are always our top priorityWe are well aware of your issue and you will be hearing from us shortly on how
we would like to proceedWe look forward to resolving this issue with you
Initial Consumer Rebuttal /* (3000, 11, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have told me numerous times that they will reach out to meI haven't received a single phone call nor emailThey are actually ignoring all my calls and emails that I have sent them
Final Consumer Response /* (4200, 14, 2016/02/09) */
***Document Attached***
I showed good faith by paying $which I did owe to the companyI am in shock they are still saying that I owe them for labor when it was clearly stated on their invoice that they sent me that the reason we called is because the work they did was not done correctly and its not workingBoth of the employees that used to work there are no longer there, but *** told me that the sales person that drew the original map did it incorrectlyThat has a customer isn't my fault when the company makes an error
Final Business Response /* (4000, 18, 2016/03/30) */
This issue was handled mid-FebruaryWe came to an agreement on a negotiated price