Ross Loomes 66 Walt Rd. RR#1 Wooler, ON K0K 3M0 Barrett Xplore Inc. Head Office 300 Lockhart Mill Road P.O. Box 9060 Woodstock, NB E7M 6B5 July 9, 2010 Dear Person: I am writing to complain about a situation that has developed here causing me to have exceedingly poor internet for 11 months, since I signed up. I am now being credited for 1 month only though it turns out that your company made the error that caused the poor service. My radio receiver was faced in the wrong direction all this time at a tower 5 miles away when there was a tower 1 block away in the opposite direction. We have had little to no internet throughout this period because the receiver was facing the wrong way. While it was facing in the wrong direction it was pointing at a group of trees on my neighbours property and whenever it rained we got no reception at all. The technicians have told me consistently that the trees were the problem and that nothing can be done: because of this I have not been phoning in, though the reception was awful to nonexistent. Recently we had no internet even on dry days and so I phoned in and they sent a technician who turned the receiver around. I am being credited one months billing based upon the number of calls I made (though I know that my son and wife also have called in to get some help). A part of the problem is the immense amount of time it takes to phone. It can take 3 hours to run through all the cycles that the tech 1s and 2s have you run through. We havent called in because wed been told that nothing could be done about the poor reception due to the trees so we only called when the weather was extendedly dry and we had no internet and when we had the hours to make the call. There are 4 people in this house and 5 computers. We use the internet constantly as we download all the time and we generally live on our computers. We have suffered extreme frustration for months because of the mistake your technicians made but I am not asking to be compensated for that. I merely want to be compensated for the months when we should have had internet and didnt. In my opinion your company owes my family some free months of internet. Basing the refund on my phone calls when I was told nothing could be done is unreasonable as well as unfair. Your manager Joel was exceptionally unhelpful and uncaring of this complaint and refused to put me through to his supervisor. You could perhaps use someone more skilled at dealing with the public managing your phone-in centre. Thank you for your time,
Posted on: Mon, 25 Nov 2013 00:17:44 +0000
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