Blue Crystal Software Corporation

Review: We bought a new computer and tried to install our current version of the software on our new computer but did not have the disk. Their software would not let us use it because we installed an earlier version than the one we were using. We called the company to get a download of the version in which we had already paid for and they refused. They said they don't have access to it because "it would bog down the system" and that the only thing they can do offer the latest version for $350 because it's on sale right now. Blue Crystal Software is the only software company that I've ever heard of that doesn't offer downloads of software that you have already paid for. I believe that the company is trying to force customers into purchasing a newer version of their software against their will.Desired Settlement: I would like the version of the software in which we have paid for delivered to us via download. If that is in fact not possible, I would like the most current version at no charge and I would like to see a disclosure shown clearly on the website that they do not offer downloads of previous versions of your paid for software.

Business

Response:

Blue Crystal Software Corporation offers updates and support for its products for a yearly support fee. **. [redacted]'s mother's support expired on January 31, 2011. Prior to that, on January 7, 2011, she downloaded the update she is writing about... 5.34d. We do not keep old updates... that is the responsibility of the client once they download them. As explained to her, we offer current updates only, which she can acquire for a one-time download fee of $129, or she can renew her support for $329 and get a year's worth of support and updates for her product. Current updates are available for clients with an active support plan.

A support renewal letter is sent out at the beginning of their renewal month, and it tells the client that they will be unable to download any updates or get support for their product once their support expires. Three emails are also sent through the end of their renewal month which also informs the client of this.

Review: I purchased a service plan from the company. Several times I have tried to get an issue resolved where my records which are important to the operation of my business and required by state law are dropped from the program. This is obviously an essential reason for using and maintaining this program. They have also promised numerous times that they would ad a feature which is also a requirement for out state, nam[redacted] exercise times. I basically have to record the exact times which the dogs are out in the exercise area. At the same time I purchased the service pack I also purchased a module to be able to access my database from my android phone. At no time prior to the purchase of the module was I told that there were certain operating system requirements. After purchase I was told that it would not operate on the operating system on my particular phone. I began this process in June and was also promised an upgrade to the new program. The upgrade was delayed and did eventually come out, I have been unable to use it because I am afraid I will not be able to get the help I need especially since my concerns regarding the vaccination records has never been address nor fixed and I continue to be blamed for the loss of the records. If I am found to be without these records I could be fined by my state up to $1000 and face suspension of my business license. I would never do anything to jeopardize my business in that manner and am insulted that I am accused of such an action.Desired Settlement: I would like to be refunded the money that I have paid them this year so I can explore other software packages and use a different vendor who is less difficult to deal with and more attentive to service issues.

Business

Response:

**. [redacted] purchased our software originally in 11/2004. She purchased an upgrade to that software in July 2006. Over the next seven years, until June, 2013, she received free updates and support from my company, especially me. She also received free credit card processing services and various name change patches over the years. We released an upgrade to that software this year, and included her requested exercise timings report (at no charge to her). **. [redacted] purchased that software upgrade, lifetime support for the product, and the smartphone app on June 21, 2013, and only paid half of the invoice. The balance, 448.50, was due in 30 days. She has refused to pay the balance of the non-refundable purchases. Further, she is using the smartphone app because she spoke with our staff about the speed of it as it relates to her internet service.

As for her vaccinations issue, we have tried to duplicate her claim over the years and are unable to. As we have in the past, we will continue working with her to identify and correct the issue that none of our other users are experiencing. Her fear of not getting support is unfounded, as we have proven over the past almost decade that we service what we sell, and in her case, mostly for free. She has a balance due, and once that is paid, support will resume. As I wrote, our support and software products are non-refundable, as stated on our website, and on the invoice received upon purchase.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administrativ[redacted] Resolved]

Review: [redacted]

I am rejecting this response because:

On 6/24/2013 I received an email from [redacted], it states that my phone's operating system is not compatable with the android ap. Again, this was not discussed prior to the sale, I was not asked nor was I told that it would not work with certain phones. I did try and download it on my NOOK but it doesn't work. My nook is not wireless capable it only works on WIFI and so I am unable to use it outside of the office. The application that runs on my desktop crashes and does not work. Yet another problem with the program. I have not been able to find anyone who is able to use the ap.

I was also told by [redacted] that the exercise times were not in the program. So They did not add this to the latest release and if they did why didn't they contact me? [redacted] and [redacted] (or whichever name she is using now) are aware that I have been asking for a refund due to the fact that my vaccinations kept dropping even a few days after upgrading to the latest update after I paid for the support. They also delayed the release of the newest version which was not what I was promised when I signed up for this package.

I have been contacted by other companies privately who are having the same exact issues with the vaccination records as I am so I know that I am not the only one with this issue. I will ask them to come forward to back my claim up. They have been told the same thing as we are being told right now, that they are the only ones with the issue. I had it happen to me again today. Thanksgiving and Christmas are the busiest time for a boarding kennel to have it dropping these records in the middle of it is stressful and makes me look bad. Last year it dropped the same record more than once, to the point that I finally kept the records on hard copied, the dogs moved last summer so I don't have the issue with them anymore. But it is happening with other customers.

I contacted [redacted] on 11/6/2013 in regards to an invoice which is not being created by kennel connection. I still have not had an answer to this except that my accounting practices are inadequate. I would suggest that if they were I would be unaware of the situation. I am aware and continue to have the issue and have to date had not help from the company. It see** they only want to fix those issues they want to fix. I can't live with that. I need for the program to work. I paid for the program to work and for support. I took another payment from this long term customer on Friday, I had to figure it out by hand and wrote down what I did. It was 3 pm our time so I knew that ** was closed. I tried to put in my support ticket and their site informed me that my lifetime support expired on 10/31/2013. I paid $458.50 on 6/28/2013. I have had no response from support since then except to tell me my hardware would not work and the feature I needed was not in the latest release. So basically since I am unable to use any of this and I was not told that this purchase was non-refundable until this response I will settle for nothing less than a refund. I can't afford to pay another $458 for something that does not and has not ever worked since I paid for it which is why I have withheld my final payment and now have asked for a refund. If they truly wanted to help me with any of my issues they would have contacted me back. I don't believe the customer support will be better if I do pay for it.

I also was told the name patch was included in the upgrade by [redacted], that is also not my fault, I don't recall changing the name previously. I do know I purchased an additional location at one point which had a different name. My original location no longer exists at this point.

I feel like this relationship will never be amicable and that I cannot work with a company that refused to fix a known issue and blames it on me as a way of dealing with it. Since I was not informed prior to the purchase that it was non-refundable I believe that I should be granted a refund. SInce I am such a difficult customer to deal with and they refuse to provide me with the support I have paid for I don't understand why [redacted] wouldn't be interested in parting ways. I don't think it is reasonable to require me to pay for the additional fees until the service order which I opened within a week of having paid for the original fee was never addressed. The only contact I have had from them is to collect additional moneys which I refuse to pay until I have a working product. They have been told this and still nothing was done. At this point I have nothing that works including the upgrade, I ma afraid to use it because there have been so many complaints of how bad it is and that it doesn't work at this point.

Regards,

Consumer

Response:

After I sent my reply today I took another reservation and again one of the dogs was missing their vaccination records. They just boarded with me at the end of July and the records were three, again today nothing.

I have withheld the payment. I did it in order to have my needs addressed. I have no problem paying for the program, I just need it to work and at this point I don’t think it ever will and because I have been asking for it to be fixed and withholding payment since July, I feel like I have waited long enough. I was also hung up on by [redacted] today when I called about the issue I had this morning, which is the same that I have this afternoon except with a different customer. I really have a problem with the company refusing to provide support because I withheld payment when I withheld payment because I wasn’t getting my issues fixed, it see** like extremely poor customer service and I would like Blue Crystal’s record to reflect that. If I had been informed that this purchase was non-refundable it would be different as well. I should have disputed the charge when I could, since obviously they have no intention of ever helping me.

I will be happy to go elsewhere but I need my money to do it.

Thank you for your help.

Business

Response:

Hi **. [redacted].

Regarding complaint number [redacted]… This client will just keep arguing and arguing. There is nothing more we can do for her unless she makes her final payment for support. In my opinion, this is a case of buyer’s remorse, and we’ve given her seven years of free assistance.

I am not going to respond again.

Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administrativ[redacted] Resolved]

Review: [redacted]

I am rejecting this response because:

I have offered to pay the second payment but have withheld the payment based on the fact that my issues are still unresolved, there has been no real attempt to resolve the issue and at this point I can't even get support for my program which continues to have the same and now a new issue. I am not the only one with these issues. At least one other party would like to pursue the matter but are located out of the country and are unable to use the Revdex.coms services due to their location. Another person has also contacted me after this initial person I am not sure at this point if they have or are able to seek remedy through the Revdex.com. I am not the only one with this and other issues. It is a flaw in the product that they know is there and they have said is fixed and it is not.

I paid the first half in good faith with the promise by [redacted] and his employee [redacted], that my issue would be resolved once I updated my program. I have been told this for over 1 year now. I paid for and updated the program and at this point the issue is not resolved. As far as I can tell they haven't even tried to fix the issue and have only told myself and two others each individually that we are the only one that have this issue and clearly we are not. I spent a great deal of money for this program (for my budget) and I still do not have a working product. In fact to date not only has the update not worked I am unable to obtain support for my product. My only remorse is that I spent money on something that doesn't work with a promise that the problem was fixed and it is not and at this point am not even able to get additional assistance even for other proble** in spite of having paid for the support plan.

My initial payment covered over half of the upgrade and support and this is the email I recieved regarding the upgrade the upgrade:

On Jul 30, 2013 7:22 AM, "[redacted]" <[redacted]>

wrote:

Hi again

[redacted],

Just wanted to let

you know that tomorrow is the official release date of KC6, though we will need

the final payment for your order before we can send you the link.

If you could give

me a call back at some point today, I would greatly appreciate it. I know you’ve

already had to wait for it and I would hate to see you wait longer for the brand

new software.

I’m in the office

until 5PM EST.

Thanks,

Sales

Associate, Blue Crystal Software

###-###-#### Ext.

306

When I began this transaction I was told that if I upgraded it would solve the vaccination issue.