• Report: #1132865

Complaint Review: Doppler Internet

  • Submitted: Sat, March 22, 2014
  • Updated: Fri, January 29, 2016

  • Reported By: Nelson — Corpus Christi Texas
Doppler Internet
228 W. Lincoln Hwy., Site.168 Schereville, Indiana USA

Doppler Internet owner Schereville Indiana

*Author of original report: I agree with you and please do that, a one on one conversation and reorganizing will be good. I am looking forward to this and thanks..

*Author of original report: Thanks

*REBUTTAL Owner of company: Training Complete - Support Ticket Closed

*REBUTTAL Owner of company: Replies to system-generated notification emails are not monitored

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At first this company did okay but then after a few months, they would not answer my calls, e-mails or fax. I leave messages but they do not respond. They have an answering service for their calls, but I get no responses from them.

Their system does not take my e mails, I cannot make cahnges to my web site. But they do get paid every month $ 200.00. I realy do not know how to get their attention. I am their customer and they care nothing about that. Once in a while I do

get a call from their sales department promoting more service and I do cmplain to them then, but they do nothing about my being able to rectify mistakes on my web site. I do not understand why they are like this, it is a terrible way to treat their own paying customers. 


This report was posted on Ripoff Report on 03/22/2014 09:59 PM and is a permanent record located here: http://www.ripoffreport.com/r/Doppler-Internet/Schereville-Indiana-46375/Doppler-Internet-owner-Schereville-Indiana-1132865. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 0Consumer 2Employee/Owner
Updates & Rebuttals

#1 Author of original report

I agree with you and please do that, a one on one conversation and reorganizing will be good. I am looking forward to this and thanks..

AUTHOR: Nelson - ()

I agree with you and please do that, a one on one conversation and reorganizing will be good. I am looking forward to this and thanks..

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#2 Author of original report

Thanks

AUTHOR: Nelson - ()

I am glad you contacted me after I made this report. You had not tried before. If you will understand that not all

internet customers are internet experts, they are usually contractors , business people that rely on your expertize.

Always answer your calls wheather they are land line, email or fax. Customers depend on the support you give them.

Just because I did not give you a go ahead on more work on the last video sale offer or an extra 500.00 sale for polishing

up my existing web site, is no reason to ignore my messages. My budget is 200.00 at this time, please perform and everything will be good from here on.

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#3 REBUTTAL Owner of company

Training Complete - Support Ticket Closed

AUTHOR: Doppler Int - ()

We have over 4000 clients. Approximately 25% are advanced users and 65% are average users and the remaining 10% need special assistance. We ‘love’ all of our clients regardless of their level of knowledge towards technology. We pride ourselves on delivering special care to those in need.

What our company has learned during this support issue:

We are going to review our written and video instructions to see if we can make things more clear to the 10% category and we will instruct our answering service to inform callers not to expect returned phone calls after hours or on the weekends.

What Nelson has learned during this support issue:

A form fill is not email.

If the form fill you’re trying to use doesn’t work on your computer, then you can’t say the company is ignoring your emails.

Don’t reply to system-generated notification emails from Facebook, LinkedIn, Google, or us.

  1. After talking with Nelson and completing the training, we found out that he never really tried to email us. He was trying to send a form fill and his computer wouldn’t let him because of the settings on his computer.
  2. Nelson told informed us that he only tried to call us the two times and both times we did call him back within 48 business hours, however he wanted us to answer the phone after hours. He now understands that we only work Monday – Friday 8:00AM – 5:00PM CST.

In summary, the RipoffReport was not really needed for this level of support issue, however we are happy to help our customers no matter how they contact us.

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#4 REBUTTAL Owner of company

Replies to system-generated notification emails are not monitored

AUTHOR: Doppler Int - ()

On March 18th, we called Nelson. During that call Nelson informed us that he had sent us several emails that he never received any response to. While on the phone with him, we searched our system and our archives and could not find any emails from him at all from over the past 2 months. It wasn’t until today we learned that he was replying to system-generated notification emails. These automated notifications are generated from form fills on his websites and standard internet practice is to send those notifications from unmonitored email accounts.

A good example of this is when you get email notifications from Facebook, LinkedIN, or Google – you can’t just reply to those emails – those email accounts aren’t monitored by anybody.

We understand that for non-technical people it might be hard to understand the difference between a system-generated email notification and a real customer service email address. The last email we ever received from Nelson was on January 16th and we spoke on the phone two or three times shortly after.

On January 21, at 11:09 AM CST you called us and we spoke for 29:58
On January 22, at 11:06 AM CST we called you and we spoke for 03:35
On January 29, at 10:59 AM CST we called you and we spoke for 02:10

After that, there were no phone calls, faxes, or emails until March 14th.

On Friday, March 14, at 11:59 PM CST, you called us shortly before midnight on a Friday night and left a message 03:51 in length.
On Tuesday, March 18 (two business days later), at 11:55 AM CST we called you and we spoke for 07:18
On Wednesday, March 19, at 12:50 PM CST, you called us and left a message 02:26 in length.
On Saturday, March 22, at 9:59 PM (two business days later), you posted this report online.

It’s obvious that you’re frustrated about something, and we would love to help you with it, however most of the times when we’re talking on the phone, you tell us the information you need is on your computer and you’re not in front of your computer. Our company is not a 24-hour, 7-day-a-week customer service operation, so getting mad at us because we didn’t answer the phone at midnight on Friday night of last week is unfair.

We have given your account three months of hosting for free and we would like to schedule a free one-on-one training session with you and one of our senior customer support agents. We will reach out to you Monday (today) to do the training or schedule a time that’s convenient for you to do the training and at the same time fix any outstanding issues.

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