EdgeWave Inc

Spam/Junk security system very poorly filters out junk email, when you report all the spam/junk email that get's through....nothing changes, very poor service. Non-responsive.

Review: I filed PO [redacted] with Edgewave on 9/29. The sales person promised that I would shortly see an upgrade that made their product work properly for management (right now it requires a mix of an older browser, flash, and older java). Unfortunately we did not see this upgrade, and I did some research and found a [redacted] that could actually provide the product they were selling. Our renewal is for services from March 2015 - March 2018. March of 2015 is still 6 months away. No services were provided by Edgewave as of yet. They told me that since a renewal had been completed their only option was to send our invoice to collections.Desired Settlement: Edgewave should be able to cancel the invoice as they engaged in deceptive selling practices (promising a product that was not delivered to a current cus[redacted]er) and then having me jump through hoops to find a sales manager that told me that the invoice would go to collections. Edgwave should cancel the invoice for future services.

Business

Response:

Good morning.

Attached is our formal response to the claim against EdgeWave from [redacted]'s [redacted]. Please let me know if you need anything further.

Many Thanks,

Sr. Credit and Collections Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

A case related to filtering was in process on 5/29 and during that call the representative verbally told me on the phone that Edgewave did not have a monitoring solution compatible with the current version of java. My options were to downgrade the installed version of java on my computer each time I wanted to utilize the Edgewave monitoring and reporting software (I would then have to upgrade back to current java since we have several other applications that require us to stay current with the java runtime from [redacted]). Edgewave announced an upgrade to their system software on 6/15 (over two weeks from when I called to ask about running the monitoring and reporting software). I waited a couple months to upgrade as June was a busy month for [redacted]s [redacted] and I didn't want new software to break my environment (like the filtering bug that happened back in May).

The Edgewave sales associate ([redacted]) assured me via the telephone that Edgewave would have great service and support for the next three years (I took him at his word). On August 29th I received an email from [redacted] telling me that he would be on vacation until September 8th, and that if I contacted him after his return he would get some new features up and running for me. I left a voicemail for [redacted] on September 9th, and he never returned my voicemail. [redacted] also promised that there would be a firmware release for the iPrism that would negate the need to use java or flash for managing and interacting with the iPrism appliance (that statement is also untrue).

Given that Edgewave has shown in previous cases that they were not able to perform quickly (Edgewave should have had a fix for the java issue prior to users not being able to run their application, [redacted] has been warning developers for many months), and that Edgewave's sales representatives are not capable of keeping their word Edgewave should negate the contract as per section 7 b of their EULA "At any time upon written notice in the event the other party has committed a material breach of this Agreement which remains uncured forty-five (45) days after written notice of such breach, except that EDGEWAVE may terminate this Agreement immediately upon written notice for a breach by Subscriber of Section 4, 5 or 9; or". Edgewave was given written notice of their breach on 9/22 (less than 45 days after the agreement was signed).

Regards,

Business

Response:

Our Vice President of Technical Support has tried to reach out to Jeremy Hines with no success to get

further technical information. Per our Technical Support Staff regarding the complaint, Edge Wave's

perspective is that we have resolved all of his submitted questions and the product is working as

designed.

As stated before, [redacted] has been a long standing customer. Technical issues were

resolved and the product is working as designed. The commitment was received and funds are owed to

Edge Wave. Payment must be received in full by Tuesday, October 28, 2014 or the account will be

released for co llections through San Diego Credit Association.

Sincerely,

Sr. Credit and Collections Manager