- Report: #422005
Complaint Review: Aircanopy - Skybeam - Midlothian Texas
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Aircanopy - Skybeam
3261 FM 663, Suite D Midlothian, 76065 Texas, U.S.A.
Phone:
866-411-3278
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Aircanopy - Skybeam make you replace everything before coming out & find out it WAS THEIR EQUIPTMENT Midlothian Texas
I was receiving intermentant service on the internet and contacted Tech Support. I 1st got level 1 tech support, that ran me through all the steps I already preformed. I remebered from previous troubles. Then I was given level 2 support.
I was told everything checked out fine and my router needed to be replaced. I tried directly to the computer and still had the same problem.I asked for a service call and was told my equiptment tested fine.I did replaced the router and still had the same trouble. The next call I had to start with level 1 again because they closed my ticket. Now at level 2, I was told it was my surge protector.
I told them that wasn't the problem because I had the same problem on my laptop. They said the dats goes through the surge protector before transmitting from the router. I plugged directly into the wall (no surge protector) and still had the same problem. They insisted and like a fool I replaced the surge protector. No help. I told them I thought the trouble was in the dish or power supply. Still no service call.
3rd fiasco. I was told it was a virus and I would need to erase everything and reload. This worked fine on the PC but the laptop said no particians.The PC still had the same troulble. They had me replace the data cords. They still insisted it was a virus after I told them to come get their equiptment or fix it. I agreed to bring the computers to debug them and tune them up.
I was told it was a 50/50 chance I needed a new hard drive on the laptop. I replaced it and had the PC tuned up. They waved the expedite charge and sent me home with the laptop. Same problem. Called and told them it couldn't be my equiptment, everything had been replaced and still same problem.
Now they have the guts to say it's probably the browser. This is a freebie so I download the one they suggest and I still had the same problem. They finally relent and send a tech out. He said although the equiptment test OK that it could be the radio. He replaced it and my service worked fine and was at a minimum 4 times faster than when the trouble started.
I return for the 3rd time to their office and picked up my PC.Another $54.07 down the drain. I ask to speak to the guy that had fixed the equiptment to see about some reimbursement. He was out to lunch (boy is he). When he didn't call back, I called Tech support who made out another ticket just to put me on voice mail. I waited all day, weekend, until lunch Monday and finally called and asked for the corporate number.
After finding out why I wanted it, she said she would try to find it. She then came back and said the long lost repairman would speak to me. He kept arguing that they didn't do anything wrong and refused a credit on my bill. He refused to give me the number. He said I HAD to talk to his manager. We went through and through everything and the manager tries to tell me it could have been multiple issues, not just their equiptment.
I tried several times to make the issues clear and he kept going back to other problems in the past (with this company, there's a few). I told him I was dealing with the issue from Jan. 25th to Febuary 6th. He kept insisting he couldn't find anything wrong that would warrant anything. He said he would research it and see if he could give me a refund for the service from the 25th to the 7th. He is suppose to call me back.
Michael
Venus, Texas
U.S.A.
I was told everything checked out fine and my router needed to be replaced. I tried directly to the computer and still had the same problem.I asked for a service call and was told my equiptment tested fine.I did replaced the router and still had the same trouble. The next call I had to start with level 1 again because they closed my ticket. Now at level 2, I was told it was my surge protector.
I told them that wasn't the problem because I had the same problem on my laptop. They said the dats goes through the surge protector before transmitting from the router. I plugged directly into the wall (no surge protector) and still had the same problem. They insisted and like a fool I replaced the surge protector. No help. I told them I thought the trouble was in the dish or power supply. Still no service call.
3rd fiasco. I was told it was a virus and I would need to erase everything and reload. This worked fine on the PC but the laptop said no particians.The PC still had the same troulble. They had me replace the data cords. They still insisted it was a virus after I told them to come get their equiptment or fix it. I agreed to bring the computers to debug them and tune them up.
I was told it was a 50/50 chance I needed a new hard drive on the laptop. I replaced it and had the PC tuned up. They waved the expedite charge and sent me home with the laptop. Same problem. Called and told them it couldn't be my equiptment, everything had been replaced and still same problem.
Now they have the guts to say it's probably the browser. This is a freebie so I download the one they suggest and I still had the same problem. They finally relent and send a tech out. He said although the equiptment test OK that it could be the radio. He replaced it and my service worked fine and was at a minimum 4 times faster than when the trouble started.
I return for the 3rd time to their office and picked up my PC.Another $54.07 down the drain. I ask to speak to the guy that had fixed the equiptment to see about some reimbursement. He was out to lunch (boy is he). When he didn't call back, I called Tech support who made out another ticket just to put me on voice mail. I waited all day, weekend, until lunch Monday and finally called and asked for the corporate number.
After finding out why I wanted it, she said she would try to find it. She then came back and said the long lost repairman would speak to me. He kept arguing that they didn't do anything wrong and refused a credit on my bill. He refused to give me the number. He said I HAD to talk to his manager. We went through and through everything and the manager tries to tell me it could have been multiple issues, not just their equiptment.
I tried several times to make the issues clear and he kept going back to other problems in the past (with this company, there's a few). I told him I was dealing with the issue from Jan. 25th to Febuary 6th. He kept insisting he couldn't find anything wrong that would warrant anything. He said he would research it and see if he could give me a refund for the service from the 25th to the 7th. He is suppose to call me back.
Michael
Venus, Texas
U.S.A.
4 Updates & Rebuttals
Partnership Broadband
Carrollton,Texas,
United States of America
Other Options
#2Consumer Suggestion
Thu, April 08, 2010
There are many options in the fixed-wireless internet market today. Don't feel like you are trapped with just one service just because you live in an area that is underserved by DSL and cable internet. The fixed wireless industry has matured over the last decade to the point where there is very little differentiation in how the internet is actually delivered to your home.
The difference really comes in the network infrastructure and support you receive on the back end. This is where all providers are not created equally. There are usually several providers in all but the most far flung rural markets, but they were historically run by a guy out of his garage who purchased a copper T1 and put up a tower in his backyard to redistribute service to his neighbors. While Joe's Backyard ISP helped bring the internet out to people who were neglected by telco companies, it left much to be desired in reliability, customer service, and speed.
Recent trends in the marketplace have led to these ad-hoc service providers being absorbed into larger companies who specialize in delivering wireless service to underserved customers on a regional and multi-state level. A good fixed-wireless ISP will offer a fully fiberoptic fed and redundantly routed network and dedicated teams for customer support and on-site technicians. Look around you, you might be surprised that you have more options than you may think.
If you would like to explore your options, please feel free to contact us. Partnership Broadband is available in your area.
Partnership Broadband
Carrollton,Texas,
United States of America
Other Options
#3Consumer Suggestion
Thu, April 08, 2010
There are many options in the fixed-wireless internet market today. Don't feel like you are trapped with just one service just because you live in an area that is underserved by DSL and cable internet. The fixed wireless industry has matured over the last decade to the point where there is very little differentiation in how the internet is actually delivered to your home.
The difference really comes in the network infrastructure and support you receive on the back end. This is where all providers are not created equally. There are usually several providers in all but the most far flung rural markets, but they were historically run by a guy out of his garage who purchased a copper T1 and put up a tower in his backyard to redistribute service to his neighbors. While Joe's Backyard ISP helped bring the internet out to people who were neglected by telco companies, it left much to be desired in reliability, customer service, and speed.
Recent trends in the marketplace have led to these ad-hoc service providers being absorbed into larger companies who specialize in delivering wireless service to underserved customers on a regional and multi-state level. A good fixed-wireless ISP will offer a fully fiberoptic fed and redundantly routed network and dedicated teams for customer support and on-site technicians. Look around you, you might be surprised that you have more options than you may think.
If you would like to explore your options, please feel free to contact us. Partnership Broadband is available in your area.
Michael
Venus,Texas,
U.S.A.
corrective actions
#4Author of original report
Wed, February 11, 2009
I was emailed by Daniel Zimmerman and he indicated he would credit my account for 2 months service ( my requested amount) and if I would talk to him on the phone something more. He seems unwilling to put whatever it is in recordable form. I agreed to speak with him, but the credit and leave me alone would have been more acceptable after having to threaten to call the police for harrasment. I consider this case closed. Please note that a site visit IS available if you are willing to risk a charge.
Michael
Venus,Texas,
U.S.A.
Talk about brazen
#5Author of original report
Mon, February 09, 2009
I forgot to mention after I finally got Daniel Zimmerman (the manager) he told me I could have had a repair call. I just had to agree to a trip charge if it was my equipment. This would have saved me 100s of dollars if it would have been offered when I requested it. I got the call back from Mr Zimmerman. He stated that he could give me credit for the service while under report. He went on to say that they reprogramed my PC to its original state when they tuned it up becaused they found spyware and viruses. I don't understand where they got my personal software, such as dragon naturally speaking or an old create a card. I reloaded that after I restored the PC and then took it to them. He then repeatedly called until I had to theaten to call the police for harrassment. These people provide wireless internet service in several states. Please check their repair policies before entering into contracts with them. The actual service is good when working as it should, but I found the customer service in this area miserable.
