Cargo Transport, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I did not file a complaint because I didn't want to pay for customer service. I understand that customer service is needed for more complex questions, to add in features, etc. I am filing a complaint because the basic software just "stopped" working and developed bugs all of a sudden. I believe that there is a difference between paying for customer service to answer a complex question that goes above and beyond basic usage and paying to ask why Costguard's software stopped working all of a sudden when it hadn't even been purchased for a year. It was very odd to me that I would get an email about renewing customer support, and when I did, these program "bugs" would just appear. This complaint arose out of the fact that I was told that I had to pay for customer service when I asked why their program just stopped working and developed glitches.Their statement about us still using the program is true. It cost almost $1000 and I am trying to run a business. I cannot just stop taking inventory while I find a different program. The program still has many errors and is not 100% accurate. We have found another vendor that we will be migrating to over the next 2 months. In Pam's reply, she wrote that we were still running the wrong version or our computer software wasn't updated. If it's such a simple response, why do I have to pay $200 to be told this? Wouldn't a company want to stand by their program and make sure that it works on a very basic level? 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:This is in reference to ID #[redacted] for At Your Service Software: We are sorry [redacted] is unhappy with our software and our service. We have gone out of our way to assist them despite the fact that they do not have a service contract with...

us.  We are very, very confused about why they continually misrepresent the cost of a support contract as being “hundreds of dollars a month”. They also misrepresent the way they learned about the support contract. We offer 90 days of free support for all of our products. We state very clearly on our web page that after the 90 days any ongoing technical support costs 15% of the purchase price of the software per year. Here is a link to our support page It links directly from our homepage. This is in large print. It is also discussed with the user with every sale. It’s important to us that they know about this and that they have the opportunity to purchase the contract when they buy the software. They can also purchase it any time after. Additionally, we also send out this information with every piece of email we send to every new user. None of this is a surprise. It is up to the customer to decide if they want to purchase our product knowing that we do charge for a support contract. Please let me repeat, this is not a secret and we do not “suddenly” ambush anyone with this information.  Moreover, this customer would NOT have had to pay hundreds of dollars a month in support fees. No one does, ever.  As was stated above, support is 15% of the total of their purchase. They purchased $895 of software. 15% of $895 is $179. A year.Their yearly support would have been $179. This is yearly. Not monthly. $179 divided by 12 equals $14.91 a month. A month. $14.91 a month.  We have no idea why they are promulgating this misinformation. But they do seem to enjoy stretching the truth. We worked very closely with them as they were setting up the software, answering all their questions and helping them work out all their costing questions.In addition, after their support contract lapsed we continued to help them because they were so persistent. This is problematic from our standpoint because it undermines those users who do pay for support.  The $179 they would have paid for a year of support also covers the cost of a tech support engineer who would remote into their system and resolve their issue and give them access to any updates during that year. They chose not to purchase the contract. We have exchanged numerous emails with this customer regarding this issue and they continue to insist that customer support is hundreds of dollars a month.  As to their claim that their software is “having issues” - we’ve been doing this a long time, and we know from experience that issues like theirs often relate to their own system setup. Not to the software. We would have had thousands of user inquiries if the software were losing data. It’s not. Crashes most often occur because of Windows issues (see the Windows 10 update Read only issue!), or data collisions within Windows. And thus, they actually are asking complicated questions about their own network and system setup. They would like one of our technical support engineers to remote into their system and diagnose their system issues. If they have a support contract we would happily remote in and take a look. We cannot give them special treatment while our other users abide by the terms of our contract. They are asking that we take time out from assisting those customers who did pay for support to attend to them and that is unreasonable. Just to reiterate, this is from our support web page: Extended Support and Maintenance extends your 90 days of support and provides an entire year of unlimited phone, and e-mail technical support, maintenance releases for free, and upgrades (major new releases) at a discount. You’ll also receive priority notification of updates.The cost of support is as follows: 15% of your total software order with purchase.Thus for a purchase of $895 the yearly support would be $179.We have spent too much time responding to their inquiries and letting them know that they made a choice not to pay for support. I am not sure what other answers they would like. In addition they requested a permanent, non-refundable license. This means that they can use the software forever. And we know they are using it. They would like their money back and still continue to use the product. Something is just not quite right here.   Please let us know if we can be of any additional assistance.  Thank you.Sincerely, PamPam T[redacted] **Director of Customer Engagement [redacted]   [redacted]    
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