3Clogic

Review: 3Clogic took our money, and did render the services they promised our company.Customers BEWARE 3Clogic are a bunch of crooks! We signed up for their dialer services, but their dialer did not work from the first day. We have many witnesses to this. We then asked for a refund but all we got was an email back with a bunch of excuses, and refused to give us a refund.We feel robbed - 3Clogic demanding payment for something that does not work is just stupid.Our company gave them plenty of time to do the right thing and credit our money back. They have failed in doing so, and caused us extreme financial hardship! [redacted], our Account Manager, was more than happy to take our money, but then just gave lame excuses when we asked for a refund after their service didn't work.We wanted them to not charge us until they proved to us that their dialer services were working. We tried to contact them by all means necessary phone, email, etc., but they failed to provide us a refund for the services for which we paid for but did not receive.Desired Settlement: We would like our refund that is due to us.

Business

Response:

Date: Fri, Jul 26, 2013 at 10:49 AM

Subject: Complaint ID: [redacted]) 3CLogic

To: "[redacted]" <[redacted]>

To

Revdex.com of Metro Washington DC and Eastern Pennsylvania

1411 K. St. NW, 10th Floor

Washington DC 20005-3404

Tel: (202) 393-8000 Fax: (202) 393-1198

Friday, July 19, 2013

Dear Revdex.com Representative,

We recently received your letter regarding the formal complaint filed by **. [redacted]. While we do not recognize the name as a prior or current client, the complaint does exactly match one recently submitted by [redacted] of [redacted] on June 24th, 2013. This letter will attempt to address the issue(s) surrounding this specific complaint and our various attempts to resolve it/them.

To provide some background regarding our company and the service(s) we offer, 3CLogic is a software-as-a-service (SAAS) firm specializing in providing inbound, outbound, and blended cloud-based contact center solutions (voice, email, chat, and/or text) which integrate with customer relationship management (CRM) software suites (i.e.: Salesforce, SugarCRM.). In essence, our software provides “voice” to a client’s computer-based infrastructure and management tools. However, our services rely on the existence of a “carrier” or minutes and phone line provider to function properly. At 3CLogic, we allow clients to choose their own carriers or simply use our own.

[redacted] subscribed to our service on May 23rd, 2013 to assist in their outbound calling efforts. Following the initial software setup and integration, we were notified that a large number of the calls they were placing were being rejected and not going through to completion. Upon immediate review, it came to our attention that the carrier [redacted] had chosen was blocking the majority of their calls because they primarily consisted of numbers on the national Do-Not-Call (DNC) list. As such, the issue was not the result of any software malfunction or service disruption on the part of 3CLogic, but rather the carrier refusing to allow [redacted] to contact numbers on the DNC list. To our knowledge, the firm switched to a second carrier, only to encounter the exact same issue. Shortly after, they terminated our service and requested a full refund despite the fact that our software did in fact work as promised. We also made repeated attempts to assist them in any way possible.

Per the submitted complaint, the firm claims to have attempted to contact us on numerous occasions without success. However, our records indicate that we spoke with [redacted] frequently in our continued efforts to address their needs and concerns. The following is a short list of dates and times during which we spoke with the firm:

May 23rd at 4:30 PM EST - Kick off / Requirement Call with Customer 30 minute call

May 30th at 5:55 PM EST - Customer asked 3CLogic about Teleblock for national DNC. Customer brought on their own carrier "[redacted]" which is not controlled by 3CLogic. 3CLogic does not handle Teleblock or scrubbing against [redacted] DNCJune 4th at 7:37 PM - Customer reports one way audio and garbled calls. [redacted] the carrier picked by the customer opens a ticket with their support.June 4th - [redacted] reports a problem with [redacted] a software that scrubs against national DNC

June 4th 9:20 PM - [redacted] drops [redacted].

June 4th 9:20 PM - [redacted] chooses a new carrier "[redacted]"

June 8th 11:12 AM - Customer reports a lot of Network Errors. 3CLogic Engineers confirm that 406 errors from these Network Errors mean the call is being blocked because of the national DNC

June 11th 10:12 AM - 3CLogic engineers confirmed that the network errors were due to calls being blocked by the virtue of them being on DNC list.

June 12th - Customer cancels with 3CLogic

It should also be noted that we did provide a partial refund, despite it being against company policy.

At 3CLogic, we value our customers and their respective needs. However, we also respect the acting laws and regulations related to our industry, including the national DNC list. While it is the decision of individual carriers to adhere to the protocol set by the DNC list, we recognize the role such a list plays and do not circumvent it.

We are sorry [redacted] was unhappy with our service but feel our repeated attempts to explain and address their issues were well within proper customer service guidelines and currently consider the matter closed.

Should Revdex.com have any questions or require further information regarding this specific complaint, please feel free to contact us.

Regards,

3CLogic Accounting