ComplaintsforDependable HomeTech
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Complaint Details
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Initial Complaint
16/11/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
November 11 2021 9:00am. Tech arrives. Gets out of vehicle and states they need basement access to hook up our services. Tech states he does not install internet. Only phone lines. We are confused as we paid for home internet installation. We say we do not have basement access. You were aware as it's on the main level. It was posted on the schedule. Tech said he can't hook us up without that. I call *******. They said he is able to run a line from the pole out front and connect us that way. The tech ignorantly refuses to help us. He was ******** mad. He left.Business response
07/12/2021
Business Response /* (1000, 5, 2021/11/24) */ This customer had a Commercial account created with their Third Party ISP to install internet. As part of the CRTC regulatory guidelines, we cannot install new Coaxial Drops to a third party ISP, we can only activate existing cabling. To do so, we required access to the basement of the residence, however, the customer could not provide access. The tech stayed onsite for 30mins extra to provide the customer an opportunity to gain access into the basement. They were unsuccessful, so the technician politely advised the customer that the order would have to be rescheduled. The customer called into our office on Nov 11 and we advised her the same, but it appeared she would not accept or understand the challenge. As a proactive measure, we sent the ISP notes regarding this installation so they could accurately advise the customer when they called into reschedule the order. The employee did nothing wrong here and followed protocol.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.