Table of Contents
Service Call Fees
This page is for informing customers of service call fees and charges. Depending on the nature of the service call there may be a service fee involved. This is spelled out online for the customer to read at www.intellipop.co/tos
No Charge Service Calls
If a radio is unreachable, down, broken or out of alignment there is never a service charge to get a customer to their maximum signal strength and online with the services.
The general rule of thumb is, if there is something broken on our end, we will do the service call as quickly as possible and at no charge to the customer.
This includes, but is not limited to, the following:
- Poor signal
- Physical obstruction
- Damaged Radio
- Down radio
- Issues related to our router (ONLY IF THEY LEASE/OWN AN INTELLIPOP ROUTER)
- Damaged cable due to poor installation
Service Call Fees
As per Intellipop's Terms of Service (TOS) there may be a $65 service call charge depending on the nature of the call. This discretion is usually left up to the tech who does the service call.
The general rule of thumb for a service call fee is if a customer is experiencing an issue with internet service and it is NOT the fault of Intellipop.
There is a $65 service call for the following:
- Diagnosing an issue with someones home network. This usually arises when a customer refuses to bypass. In this situation we can let them know (only if we are very certain their connection is fine) we can come and do a bypass but if there is an issue with their home network there would be a $65 charge to diagnose it (labor costs)
- Any general issue that arises with the customer that is NOT the fault of Intellipop. Inform the customer that we can come out but if the issue is something with the home network setup, there would be a $65 service call charge.
If at any time there is an issue with the Intellipop service or installation the service call fee would be waived.
There needs to be some discretion at the field techs and customer service representatives end. For example, it might worth it to do a courtesy service call to keep a customer happy. When in doubt, talk to a manager.
We offer specific charges for certain things that might be requested, please refer to the fieldservice_pricelist