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 eti
join:2000-07-22
Berlin, NJ
| response to riznick As we all know there are many variables at play with DSL implementations. Locations that pre-qualify later get canceled by the ILEC or by the DLEC for some reason. This is the nature of DSL implementations. It is indeed unfortunate that you decided not to pursue the other options that were provided to you at the time. I think that a better understanding of the process may have helped and therefore this response.
Had you ordered the service with the option of new equipment, then it is quite possible that the installation would have gone much smoother or it would have been determined that your location did not qualify for a shared-line ADSL install, sooner. Either way, it was probably not a good idea to attempt to install your own equipment which was partially the cause for the delay.
In reference to your refund. Upon the failure of your ADSL installation, another attempt was made to bring the line up on new equipment which you accepted and was shipped to you on Nov 14, 2001. On Nov 26, 2001 your line was in-service however the performance was lacking. ETI, Covad and the ILEC techs worked on it up to Dec 19, 2001 to troubleshoot the problem but were not successful. We offered other line types and speeds however you opted to cancel the order, which is your prerogative. At the same time in Dec 2001, it was explained to you that you need to return the equipment by following the instructions in the box that the equipment came in.
ETI CS contacted you again on Jan 9, 2002 since they had not received the equipment. On Jan 11, 2002 you informed us that you did not have the original packing, nor the original documents and therefore did not have any instructions to return the equipment. We provided the instructions to you again and you stated you would return the equipment promptly.
On Jan 21, 2002 ETI CS contacted you once again to inquire if the equipment had been shipped back and to provide us with the tracking number so that we may process the refund. At that time you explained to us that you were waiting for Covad to send you an RMA Kit to return the equipment in. Therefore, you had not returned the equipment. ETI CS explained that you only need to get an RMA number over the phone which you would then include with the return. So you were once again instructed on the process and the requirement of an RMA #. You informed us on Jan 21, 2002 that you have the RMA # and will be shipping the equipment back promptly.
On Feb 7, 2002 you contacted ETI CS and told them that you had not received the RMA label. You were informed that you should simply write the RMA number on the box and return the equipment and that no label was supposed to be sent. By now you needed to get another RMA # since the previous one had expired. Once again you were instructed to inform us of the tracking number as soon as you shipped the equipment so that we may process your refund.
On Mar 5, 2002 you emailed ETI CS that you had not received anything. ETI CS then reminded you that we needed the return shipping tracking number from you for the shipment so that we could process the refund.
On Mar 12, 2002 you emailed ETI CS with the tracking # of the equipment that was returned. However the equipment did not have an RMA number on it and so it could not be attributed to your account. ETI and Covad then had to determine which amongst many other equipment returns was yours.
On Apr 15, 2002 you were informed that we have determined the equipment associated to your account and are now finally able to submit the refund request. On Apr 17, 2002 when you called ETI CS, you were informed that you should have the refund by the 1st week of May.
It is unfortunate that this particular order did not go as smoothly as desired for all parties concerned. However, I think it is a good example for all to understand and appreciate that instructions provided to users by the ISP and the DLECs need to be followed to ensure the smooth processing of the order. The implementation of a DSL line is a tedious thing and it is much too easy to stray from the prescribed process if one does not adhere to the instructions provided.
At the end of it all you are receiving a full refund. You are not charged for the install, the equipment, the monthly fee or for the time spent by ETI techs, Covad techs and the ILEC techs. So while we appreciate the frustration of this process and this particular order, we hope that the fact that this experience cost only time and not money is of some solace.
Still should you have any questions, please contact us.
Thank you.
CSM, Team ETI
»dsl.eticomm.net | |
| | riznick4
join:2002-04-08
| Re: response to riznick Well, we finally got refunded our Setup fees in May.
Thank You.
In response to the reply:
--------------------------------------------
I dont want to get into a pissing match but. With the
return instructions, Covad stated that we need to wait
for the RMA kit to arrive. They said they wouldnt
process the return without the proper RMA #. They kept
cancelling the RMA # for some reason and set it up again
when I called to check up on the status.
It was a headache dealing with covad. We should not have
had to even deal with them. ETI should have been the
middleman in the process. Covad offered us the same rates
as ETI, but we chose not to go through Covad. We didnt
sign up with Covad, so we shouldnt have had to deal with
them. ETI should have had us send them the router, and then
taken the initative to forward the router back to Covad.
--------------------------------------------
Had you ordered the service with the option of new equipment, then it is quite possible that the installation would have gone much smoother or it would have been determined that your location did not qualify for a shared-line ADSL install, sooner.
>>>
#1. Even though we didnt order the service with the option of new equipment, the order went through incorrectly. It was setup for us to have new equipment.
There are problems with getting new equipment. We have many routers from previous dsl adventures. What should we do with them? The equipment through the provider, generally, is extremely overpriced. You can purchase the same equipment elsewhere for 60-70% less easily. Why pay $350 for something that you can get for a little over $100? | |
| AAEMH
join:2003-03-04
Philadelphia, PA | Philadelphia anyone here from Philadelphia have this provider? I have had Cavalier for a little over a month now and having problems, and thinking about switching to their dry line dsl | |
| | tomkaps
join:2005-07-12
Sicklerville, NJ | Re: Philadelphia i know of a # of companies and individuals in Phila and surrounding areas that have been with these guys for a number of years. They do offer Dry DSL. | |
| | | AAEMH
join:2003-03-04
Philadelphia, PA
| Re: Philadelphia ok I am just curious about reliability and tech support. I've had dsl here through numerous companies, and currently Cavalier for a little over a month which I am dropping due to their ineptitude with the problem I am currently having with their dsl. | |
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