Bottom Line Service Systems

We have tried everyday since 3/30/16 to log in to our Bottom Line Software Program and we receive an error code on the screen preventing us to do so.   I have attached a picture of the error that we get. (as stated on the screen, after reading the error code pressing enter to continue, as it states to do, takes us out of the log on screen)  The original error code on 3/30/16 was 21103dd.  Everyday that I try to log in, the error code is going up numerically...Today the error code given is 21124dd and instructs me to contact Bottom Line support.  Upon calling Bottom Line support, we are told that our technical support has expired and we must purchase the upgrade to get the one year support.  As stated in an earlier email to you, on 4/11/16 we called Bottom Line Service to provide a credit card number over the phone to purchase the upgrade in order for us to log in to our system, but Bottom Line refused to accept our payment.  We also sent an email to Bottom Line requesting to make the purchase with no response. We have been unable to log into our Bottom Line system since March 30, 2016 to retrieve our customer information that is needed for our daily business.   Please see the attached picture of the log on screen that we continue to get daily. Any recommendations on how to proceed?Thank You,[redacted]

In response to this complaint, we would like to explain our company policy as to our support services and pricing of our software. When a customer purchases a non-transferable, nonexclusive software license from us (whether it be a first time user or an established customer who is upgrading to our...

newest software), they receive one entire year of unlimited support from the date of purchase as described on our web site. The new software, support and maintenance are all bundled together in one price. This is described for the public to see on our web site for world-wide review. Our prices for the software are a one time charge and does not include a monthly renewal fee. This is also described on our web site for all to see. The complainant has been our customer since 1999. This customer last purchased a new software upgrade from us on June 17, 2014, which included 1 year of unlimited technical support. The technical support subscription that was reinstated by the software upgrade purchase on June 17, 2014 expired June 16, 2015. The complainant contacted our support staff with a problem on June 17, 2015. We informed them that their technical support had expired, but we solved their issue completely anyway, the very morning they contacted us for help. Now, on April 1, 2016 they again have an issue that they want us to assist them with. Their support subscription expired 10 months ago on June 16, 2015 and they did not renew it. There are no such thing as an "unlock code" in the version of our software that they are currently running.

Review: I am the Office manager for Custom Air, Inc., [redacted]. known to the Business named in this complaint also as Air Performance, Inc (two entities had merged). Air Performance purchased a software product license from Bottom Line Service Systems - Product ID # [redacted] OEM [redacted] Currently are unable to use the software as we are experiencing an error and cannot login to the online system to run our business. The software license and purchase came with a user manual but does not have any of the error codes generated by the system in it. A similar problem occurred last year on 6/17/15 when we could not sign on and received a similar error code. Bottom Line tried to collect 595.00 for an upgrade for our business to receive technical assistance with the error code. Bottom Line was reminded that we already had already paid $1495.00 in 2014 for an unrequested upgrade to get support. Bottom line then sent an email back providing us an unlock code without having to upgrade.

We are now finding ourselves in a similar situation. We have an error code that is undocumented in our materials. Bottom Line Support refuses to assist us saying that we are required to pay $895.00 in upgrade fees to get that unlock code. There is nothing in our contract that states that after purchasing the software that it requires upgrades to get error codes fixed or that a annual fee is required to stay licensed. There is no talk of LICENSED expiration on any bill or receipt for the original purchase. This is a software company, Bottom Line Services, holding us, a 4 person HVAC shop, hostage and extorting funds out of us. This is similar to when Microsoft coded their operating system not to work with non business partner software and they were fined heavily. This is not legal to do. How do we get our software, that we legally purchased and have license for, unlocked.Desired Settlement: They need to provide the unlock code to our legal version of software.

They need to provide a list of error codes and meanings if they do not intent on supporting our service calls that are for error codes.

They need to provide in writing any change to Terms Of Service , Licensing or Support Services with regards to our legal version of software.

They need to provide alternatives for support other than unnecessary and costly upgrades.

Business

Response:

In response to this complaint, we would like to explain our company policy as to our support services and pricing of our software. When a customer purchases a non-transferable, nonexclusive software license from us (whether it be a first time user or an established customer who is upgrading to our newest software), they receive one entire year of unlimited support from the date of purchase as described on our web site. The new software, support and maintenance are all bundled together in one price. This is described for the public to see on our web site for world-wide review. Our prices for the software are a one time charge and does not include a monthly renewal fee. This is also described on our web site for all to see. The complainant has been our customer since 1999. This customer last purchased a new software upgrade from us on June 17, 2014, which included 1 year of unlimited technical support. The technical support subscription that was reinstated by the software upgrade purchase on June 17, 2014 expired June 16, 2015. The complainant contacted our support staff with a problem on June 17, 2015. We informed them that their technical support had expired, but we solved their issue completely anyway, the very morning they contacted us for help. Now, on April 1, 2016 they again have an issue that they want us to assist them with. Their support subscription expired 10 months ago on June 16, 2015 and they did not renew it. There are no such thing as an "unlock code" in the version of our software that they are currently running.

Consumer

Response:

We have tried everyday since 3/30/16 to log in to our Bottom Line Software Program and we receive an error code on the screen preventing us to do so. I have attached a picture of the error that we get. (as stated on the screen, after reading the error code pressing enter to continue, as it states to do, takes us out of the log on screen) The original error code on 3/30/16 was 21103dd. Everyday that I try to log in, the error code is going up numerically...Today the error code given is 21124dd and instructs me to contact Bottom Line support. Upon calling Bottom Line support, we are told that our technical support has expired and we must purchase the upgrade to get the one year support. As stated in an earlier email to you, on 4/11/16 we called Bottom Line Service to provide a credit card number over the phone to purchase the upgrade in order for us to log in to our system, but Bottom Line refused to accept our payment. We also sent an email to Bottom Line requesting to make the purchase with no response.