As you may be aware, Brightan is and will remain a small business. There are NO other local companies that do what we do. We are a niche provider. All others are giant out-of-state corporatons. We are humans, just like you.

We are owned locally and you may actually be speaking to our owner in some cases. We are not sitting in India or Philadelphia reading a script
People sometimes approach us in a rude manner as if they immediately expect corporate bureaucracy to stand in the way of the results that they desire, They become defensive right away. This document is to outline our expectations for customer behavior when contacting support.


Things you should understand:

- We are not a large corporation.

- We may take your insults personally and react accordingly.

- We will not beg for your business.

- We provide WiFi in a congested and shared environment and sometimes it may not work well due to many variables that may not be within our control.

- WiFi is a "best effort" service due to the massive amount of it in the air. It is NOT 4g or 5g or whatever the "g du jour" is. If you want a cellular hotspot, then get one and be prepared to pay the overage charges or be capped or throttled.

- If we give you a refund, it will be pro-rated based on our regular undiscounted price vs what you paid with your discount. Sometimes you may even owe us money. Read the terms you agreed to.

- We provide Internet connectivity, and although we would like to help you, we cannot be "your own personal IT department" to help you diagnose connectivity or computer issues.


Here are some example attitudes that will result in a negative reaction from support:

- The attitude of "It would be a shame if I had to take my $5 elsewhere because you didn't do what I'm asking you to do right now."

- Direct insults toward us or the product. Feedback is good, insults are not. "You suck" is not feedback.

These attitudes in support tickets or on the phone will likely lead to a pro-rated refund and the immediate termination of your service. We are not the cable company or AT&T, you cannot speak to us poorly while we continue to provide you with service. While we value our customers, we also value our sanity and we do not charge an amount that we feel is worth dealing with rude customers.


We don't like and will not accept Credit Card Chargebacks. They cost us money and tons of time-  DO NOT charge back on your card. You have agreed to resolve any disputes directly with us.  If it just “doesn’t work”, we are easy to work with. But you must work with us to troubleshoot.   We do contest ALL chargebacks and do win them, because we have the proof that you agreed that you had tested and found the service satisfactory.  If you charge back and we show any data usage on your account at all, then you are guilty of Theft Of Service under Georgia law.   If you think you deserve a refund, CALL US.





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