BigCommerce, Inc.

Hello,We believe the client should not be refunded and have presented our history and case below Anywhere that it says "I" refers to the account manager who worked this account.Client***Original purchase date: Nov 2008Support renewal date:
Aug 2014The original purchase was from one of our resellers, Capstone Services, Inc. They managed the software, support, etc for http://www.scsemailer.com/July the reseller authorized transferring the license from their account to the clients account so they could renew support and take over control of the license directly with us instead of the reseller.Reasons WhySupport renewal ($374.50) includes access to technical support and access to the latest version of the softwarePrior to paying $the client was running a version of the software. Currently the client is running version that was released Sept 2014. There is no option to undo this upgrade.Support was provided (see below)The main issue was confirmed to be with their web server / SMTP provider not with Email Marketer.Support renewals work similar to a Bigcommerce service. Once they purchase and install the software there is no way to revertThis client just upgrade their software with 6-years of features/bug fixes/security patches. They also received 5-months of support from both the support team and myself resolving their issues.The client renewed their support on Aug and submitted the following tickets:Ticket #***Aug 6th (Client) - Problem Summary - Bounces not processing; formatting issues Aug 6thAug 7th (Interspire) - Advising the client they are running an out of date version and they need to install the latest version before we can troubleshoot the issueAug 29th (Client) - Client cc'd their developer on the ticket to work on the upgradeAug 30th (Interspire) - Put the ticket in waiting for customer while waiting for the software to be updated by the clientAug 30th (Client) - Out of office replySep 23rd (Client) - Software upgrade is complete and ready for Interspire to troubleshoot the issueSep 23rd (Interspire) - We request login and FTP details to access the software because the provided details do not work.Oct 13th (Client) - Client replies asking what details we are trying to useOct 14th (Interspire) - Replied with the login credentials we are trying to useOct 14th (Client) - provided us the correct login detailsOct 14th (Interspire) - provided a resolution to the issue they were havingTicket Resolution: Any delays with this support request came from the client. Interspire support reps replied in a clear and timely manner.Ticket #***Dec 16th (Client) - Problem Summary - Database Backup & Restore / Server migration helpDec 16th (Interspire) - Advised we do not provide assistance for server migration or database backupDec 23rd (Client) - We resolved this problem.Ticket Resolution: This support request was answered timely and correctly.Ticket #*** (This is the main complaint)Dec 23rd (Client) - Problem Summary - Internal Server Error during mailingDec 24th (Interspire) - Advised client to enable "Error Log Viewer" from the Settings > Addon Settings so we can narrow down the cause.Dec 29th - (Client) - Enabled the error log and requests that ticket replies go to her tech support also. (We typically only communicate with the owner of the license for security reasons).Dec 30th - (Client) - Tried to do another email blast and received the same error messagesJan 3rd - (Interspire) - Advised that the client was using the 'default server mail program' for sending. (For the majority of our clients this option works fine. Some web hosts configurations timeout and require the clients to use an actual SMTP instead of the default.)Jan 10th - (Client) - Asked for more clarification on the reply sent on Jan 3rd. Client is non-technical and had trouble with some of the verbiage.Jan 12th - (Interspire) - Support explained how the default mail sending worked and tips on what might cause it to failJan 14th - (Client) - Followed some of the tips to help prevent the error but started to receive a database error Jan 15th - (Interspire) - Explain that the database error is caused by an issue on their web host and they would need to contact their provider.*** This is where I became involved - Typically if a ticket is taking longer than expected clients will call in to discuss and I mediate between them and the support team to try and resolve any communication gaps ***Jan 16th - (Interspire-***) The client's tech guy called in to discuss the ticket and this reply to explaining the items we were going to test. We required pieces of information to proceed (SMTP & FTP details).Jan 16th - (Client) - Provide us the credentials to help verify the issue is with their web host.Jan 16th - (Interspire-***) Advised the client that their web server port was OPEN and sending out correctly. Their SMTP account was providing an error message "Mail server not accepting our connections:". We tested a different SMTP account and the software worked correctly. Advised the issue is tied to their SMTP account not the Email Marketer software and they would need to contact their SMTP provider for more details.Jan 16th - (Client) Advised they were going to investigate the SMTP issue and asked about increasing the memory limit to help prevent timeouts.Jan 19th - (Interspire) Advised how/where the client could increase the memory limit.Ticket Resolution: That was the last communication for this ticket. Based on my involvement with the ticket and the communication to the client the issue was confirmed to not be an Email Marketer issue, but an issue with the SMTP account they were trying to use.Ticket #* * ***On Feb 2nd the client called in to request a refund. I explained again that the issue was not caused by Email Marketer but by the SMTP account they were attempting to use. I advised that a refund was not possible for support renewals because 1) They have already installed the latest version of the software 2) They were already provided support

Complaint: ***
I am rejecting this response because:As you know, we were falsely promised things from *** ***We signed on because of those assurancesFeatures such as stored credit cards and our monthly being locked in and grandfatheredWe paid our fees and we developed our sites based on those assurancesWhen it came to light that stored credit cards weren’t possible, we had an issueWhen we were told that we weren’t grandfathered in, as *** had promised, we balked. We invested a lot of money and time into BigcommerceI just got off the phone a half hour ago of someone wanting a Bigcommerce reference. I think because Bigcommerce couldn’t deliver on those features promised to us by Bigcommerce, we should be able to ask for a refundYour termination letter indemnifies you of previous miscues while promising to refund me for your present over-charges. We cannot agree not to contesting the previous monthsHow can you, in good conscience, ask that, when you know there were errors by the Bigcommerce team? That we were overcharged? This is a serious ethical issueWhere is the integrity?
Regards,
*** ***

There has already been a credit applied to this account, which will be used on the next invoice date. The matter should be resolved

Hello,
We do not tolerate identity theft or any kind of illegal activities as per our terms of service We will not be removing our free day trial as there is nothing illegal or unethical about it Please refer to our terms of service if you have any questions
***
***

Hello,We have given this client the faceted search feature as requested.Best regards,*** ***

Hello,You have our apologies. For a number of reasons I won't bother you with, the communications were mis-routed and not handled in an acceptable way on our end. One of our managers reached out by phone twice today but was unable to reach you, so has followed up by case. The
appropriate refund has been processed and should reach your account in 3-business days. Again, please accept our apologies as this was not nearly up to the support standards BigCommerce believes in, and should have been handled much better. We look forward to an opportunity to correct your experiences going forward.Thanks!

While we can certainly understand that is frustrating for clients to encounter these types of issues, in this particular instance our product and service behaved exactly as intended. Unfortunately, this was a case of incomplete setup by the user. There are several considerations:1) Upon
creating or editing any product that has no dimensions listed, you will always be warned to add dimensions because they are needed with real-time shipping providers: http://i.imgur.com/n8IdLJN.png So our clients are, in fact, proactively warned of potential negative impact should they leave dimensions absent. Trying to get a quote without dimensions from within the shipping manager will also provide a "required" notification: ***2) As you noted, should there be an issue, it is provided for you in your store logs. In this instance, there was one such failure, from February 17th, and it listed lack of dimensions as the specific issue: *** So once again, the necessary information is provided for you to make the proper decisions for your business. Whether that decision is to add dimensions or use a shipping method that doesn't require them, we provide all the information we can for you to make such a decision. We cannot make it on your behalf, however, or we could negatively impact your business.3) Store setup is not an included part of our services, nor do we state it is such. We simply have no way of ensuring that all 70,000+ clients have their stores setup exactly as they would like for their particular needs. We do offer free 24xphone, chat, and email support that would happily check settings for our clients, but in this case support was never contacted with questions until 4/3/2015. We provide and support the software, but we simply cannot manage it or your business for you.4) Our self help specifically calls out the use of product dimensions for real-time quotes. Moreover, we specifically mention in items like our store launch guide *** ) that it is recommended that you place a test order so that you can make sure the entire shipping and checkout process works as you would expect it.5) Once support was contacted, the agent never stated that it was the fault of USPS or Endicia, but specifically that "this is the way USPS works," which is accurate. Neither the third party nor Bigcommerce malfunctioned. The two products were simply not setup correctly to work together in a proper fashionWhile our terms explicitly state that the service is provided on an "as-is" basis, we provided a measure of goodwill in offering a month of credit for the service alreadyTherefore, we do not believe this complaint is warranted

This account was started by contacts at your company, with your domain, with the phone number you list in your complaint.  I only show one single contact in the last year (which was 8/17/16) where the person contacting could not verify the account.  If you have record/cases tied to the...

other contacts you've claimed, we'll be happy to look into it.  I also don't see an email in to [redacted]@bigcommerce.  As it stands the person that called was unable to verify the account and cannot cancel services without being able to verify an account (otherwise anybody could call in and cancel anybody else's services) and we have no other record of contact from a verified owner.  If you have the last four digits of the card on file we can verify you and will happily cancel the services.This is a website created with our software that shares your business name, address, phone number and information (http://i.imgur.com/9yPq8N7.png ).  It's possible the person that signed up is no longer with your company, but it certainly appears it was started by somebody at your company. If you can provide verification that this is your card or business we'd be happy to help get things cancelled for you.  For the record, we also have no representatives by the name [redacted] (past or present), and this site was handled alongside a third party designer, so it's possible (though I don't know) that this has more to do with your relationship with them.  We're making inquiries into that now to see if we can help you find the disconnect.  In the interim, if you can provide any of the above mentioned information we'll be happy to help you move forward.

Can you provide a case# where you interacted with Bigcommerce?  We can't seem to find anything except for our reaching (upon being notified by our bank of a charge back) via case #[redacted] stating the following: "We have received notification from our payment processor that you have...

processed a request to charge back in the amount of ($29.95). As per our terms of service, in order to stop monthly or annual invoices on an account, you must contact us to cancel the account by calling (888) 699-8911 option 3. If we don’t hear from you within 30 days to satisfy payment for outstanding invoices, we will process this account, and all associated subscriptions and services using the credit card number, for termination. If you feel that this was processed in error or you needed to make other adjustments on this account, please reach out to our Account Services team. You can contact us by calling (888) 699-8911 option 3 or replying to this case." We never received any indication that this purchase was fraud, and don't have any record other than the above.  If you can please provide a case # where you contacted us, a phone number/date you called from, that may aid in our investigation.

Complaint: [redacted]
I am rejecting this response because:I have not received the refund from this company or been contacted regarding this. 
Regards,
[redacted]

Hello,As [redacted] stated, the billing is in arrears.  As such, you account history had a timeline that left an invoice open:12/3/2017 Trial store started  (this locks in the invoicing date)1/4/2018 Trial upgraded to a paid Standard Plan2/3/2018 Invoice generated covering service period 1/4...

- 2/3/18 (paid)3/3/2018 Invoice generated covering service period  2/4 - 3/3/18 (paid)4/1/2018 Customer self cancels 4/3/2018 Invoice generates (pro-rated) covering service period 3/4 - 4/1/2018The last invoice remains open/unpaid due to general card decline (reason not provided).  I hope this helps clarify why the invoice remains outstanding.

Hello, this customer signed up for a 15 day FREE trial.  It's not clear to me what the complaint is.  The trial expires after 15 days and they are free to purchase at any time during the trial.  
Please refer to our website to see any information about the free trial....

  
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is simply bad business on your part as a company.  I have submitted several cases that have not been resolved regarding the WYSIWYG editor on the blog and content pages.  Your editor does not work within the current requirements of HTML coding for responsive websites and you are advertising everything as fully RESPONSIVE.  Your own editors are not compliant with current responsive code requirements.  This is FALSE advertising and has caused countless hours of work and setbacks through this whole process. Please refer to case #[redacted]  I am currently on the phone with one your tech agents who is attempting to help me with this and he fully acknowledges that your WYSIWYG editors do not work properly but if we just wait until the new year, things will go more smoothly.  If all of your tech agents can acknowledge the issues, why am I having such a hard time getting these issues resolved?  This is bad business on your part.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am informing you that I did not receive a warning I would lose access to sales data. The email I received is below. As a result of temporarily reopening my store on 8/9 to retrieve the data, I was in fact billed for a full month at $29.95 captured in a screenshot attached. I also received an email stating this amount is owed. I do not owe this and request this debt is cleared. Billing [redacted] via [redacted] Aug 8 (2 days ago)to me Hello,My name is [redacted], and I am an Account Services Specialist here at Bigcommerce. Per your request we set ([redacted]) to cancel immediately. The services will cancel tonight at midnight. If you need any further assistance, please do not hesitate to reach out.[redacted]Ext 1 - Tech Support (available 24/7)Ext 2 - Sales (available Monday-Friday from 8am-6pm CST)Ext 3 - Account Services (available Monday-Friday from 8am-6pm CST)Thank you for choosing BigCommerce!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hello,
Please see attached for a screenshot from Global Collect, our payment merchant, that proves a refund of $29.95 was granted to the card we had on file for [redacted].  
Best regards,
[redacted]

Again, we disagree with your characterization of the interactions to date, but would welcome the opportunity to assist you further. Please verify the account you wish to cancel in accordance with our previous correspondence or fill out the self-service cancellation form here: http://bigcommerce.force.com/SubmitCancellationCase. As we have noted earlier, we are unable to cancel an account without authenticating the user who is attempting to cancel the account.Alternatively, please feel free to direct correspondence to [redacted]@bigcommerce.com.

It looks like our Payment Gateway had refunded the wrong amount.  We submitted the $325 (which is the migration charge, not $466) on 3/1 ([redacted] However, after talking with our gateway, it  looks like they only refunded $79 for some reason...

(technical glitch it would appear).  We have manually processed the remainder and it should be in your account in 3-5 business days, depending on your bank.  Apologies for the problem, as we certainly thought everything process properly for you.

Complaint: [redacted]
I am rejecting this response because:I sent you all the documentation already. If you have lost this information, then all that you need to do is contact the client that I referred to you and ask the client.Is this difficult for you to do?Regards 
Regards,
[redacted]

Thanks for clarifying.  Our Account Service Lead reached back out to the proper email to explain, and the refund was still processed.