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[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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

*** *** entered into a year contract with our company on 7/31/2014. We have been working with *** *** on an ongoing basis in reference to their technical issues. We have helped determine that repairs to their computer by outside technicians did create recent issue they
were having with our software. We are continuing to work with them to come to a resolution with their issues. As our representatives have explained to them, if we find that our software specifically is causing these issues, we would at that time release them from their year contract

Repeated attempt to contact this customer have not been successful. *** Wagner attempted to call customer on the following dates: Email on 2/and 3/9 voicemail on 2/26,3/5,3/9. Customer did email back on 3/and expressed her desire to cancel. Customer Service was given
her number and left voicemail on 3/at both the business and cell phone. Customer has not responded to those calls. We are more than willing to accommodate this customer with her requests however if we can not speak to her, we can not resolve the issue. Customer needs to call Lisa Saladino in Customer Service and we can resolve her issue post haste

I am rejecting this response because:
As we've explained to ***, we didn't have any issues with our computers until we installed their software and we didn't purchase outside support until 1/29/15, but we were having issues with the software long before thatWhile we appreciate *** finally working to resolve our issues, we are curious to know why it has taken so long for them to take our problems seriously, given the numerous times we've called and chatted with tech supportFurthermore, we feel that if Harms truly cared about their customers' businesses succeeding, they wouldn't force them to continue to use a program that is interfering with their revenueWe're not asking for compensation for lost business, just that if we can't come to a resolution that actually works for us long-term, we would like to be released from our contract

Our company is making every effort to solve any issues Ms. [redacted] is having.  Currently, she is in direct contact with one of our Senior Business Support employees who is working with her to help resolve her computer issues.  Although, it has been explained to her multiple times, that...

her computer issues are internal networking problems that she is experiencing in her own establishment, we will continue to help her work through these issues to the best of our abilities.  Currently, we see no issues with our software.  Our company develops and sells software.  We do no provide external IT support.  It has also been explained to Ms. [redacted] that she may have to hire a Networking professional to solve her issues.  However, we will continue to work with her as best we can.  Also, since she did experience unusually long hold times, we will credit her account one month's charge of $89.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.

[redacted] has been working with [redacted] since they became our client.  All phone calls with clients are documented.  I have attached a 7 page call log.  We are continuing to work with them to come to a resolution.  As you can see, calls were made up to current day with offers to help or come to some kind of resolve.  Again, as stated in the previous answer, if a resolution can not be reached, we would be willing to release them from their contract.