iconic.systems

Business reply on Google

Thank you for taking the time to leave us feedback. Your feedback is invaluable to us, and we take it seriously. There seems to be some confusion here as the types of systems we design have a user associated to them. We have no record of your purchase or system. Additionally, Will has not worked in sales for the company in almost two years. So this would either be a system installed over two years ago and the concerns are just now being brought to light or this review is not for an iconic.systems purchase. We have no records of you calling about this, but if you could please reach out directly we would be happy to help rectify these issues you are having. (713) 933-0606 #2.

Business reply on Google

Thank you for taking the time to leave feedback. We value it, even when it isn’t positive, because it is important to learn from it. We expected a negative review from you because you have threatened us with that for over 6 months. We took over your project because you said you were unhappy with the previous company you used. That isn’t something we usually do unless we feel like it is a good fit. This wasn’t and we should have declined. You wanted to keep older equipment and we did add the latest technology. We did our best to work with you, explain the issues, and show you dramatic improvements to your network when we finished. We sent techs out multiple times afterwards at no charge, who verified that there were real improvements that had been made and had trouble duplicating your “issues”. We did say that we can’t guarantee network performance because we don’t control the internet service coming in and don’t control the devices you attach to the network. You kept stating you were promised a guarantee and that just isn’t the case because this is spelled out in the contract you signed ahead of time. The contract you signed specifically states that we can only warranty the devices

Business reply on Google

Thanks for the feedback, Dan. You called in tonight about your system and we have a record of your call. You definitely got service after hours and late at night. I’m sorry if our 24/7/365 support was unable to resolve your issue. They don't keep track of your passwords. We will look into how we can possibly improve that or help with resetting your password in the future. We will contact clients the following business day after a tech trouble ticket is issued. Our local staff was able to reset your password for you and check on the system health remotely. If you experience any issues in the future, please feel free to contact our help desk at any time again so they can assist with tech support. We hope to provide you excellent service.