Cloud9 Real Time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me The business has performed the action.This complaint is resolved
Thank you for your help.
Regards,
*** ***

We have had issues with Cloud printing since September They have had tremendous staff issues and client issues They have not been able to correct our issues but have continued to charge us They have lost crucial data that they did not properly backup and store which has cost us thousands of dollars For a cloud service that is supposed to be responsive and responsible -- the whole experience has been horrible They are in California -- so if you are on the east coast they have no help in the mornings for our time zone DO NOT USE THEM!!!

To Whom It May...

Concern,
 
After reviewing the communication between the
client and our company, including this published complaint, we have found that
there are cases of incorrect information being presented by the client, such as
our cancellation (with refund) timeframe and the timeline of events that led to
the submission of this complaint. However, after reviewing the entirety of the
circumstance, a member of our senior leadership team reached out to the client
offline and agreed upon a full refund of the purchase price to the client. The
client has agreed to this refund, and it has already been processed and placed
back on the credit card of the client. There are currently no further actions
that the client or our company needs to take, and the situation has been fully
resolved by both parties.
 
Cordially,
Cloud9 Real Time Management

Review: In September 2013, I signed up for Business Basic for two users to host my QuickBooks database. On September 3rd 2013, I paid for the one year plan. From the very beginning when we starting using QuickBooks via Cloud9 Realtime we noticed performance issues. The majority of the time, it took several minutes to get log into QuickBooks and several more minutes before we were able to use QuickBooks. There were numerous times when QuickBooks would crash before reaching the QuickBooks login screen. On several occasions, QuickBooks screen would freeze in the middle of creating invoices, posting payments, or other data entry, after waiting several minutes, we had to use (Windowns) task manager to kill the QuickBooks process. To determine if the issues were our network, I attempted to use QuickBooks via Cloud9 Realtime, on two different desktop, one laptop and using two entirely difference networks, the results were the same, slow performance, slow response. One occasion I timed the login process using the stopwatch on my cell phone, from log in until I was able to use QuickBooks took 4 minutes and 23 seconds. Another major issue, if I am not continually using QuickBooks , it times out and then when I need to print or create an invoice for a customer, who is standing in front of me waiting. I need to go through the long painful log in process again. In October 2013, I contacted Cloud9 Realtime to cancel my service and requested a refund. I spoke to a gentleman in Cloud9 Client Services Team, he told me to receive a refund I had to cancel within three days of starting my service and I am “well beyond” the three day period. It took three days to get my service up and running. I asked if there is someone else I talk with about this situation, he say he will have someone contact me. A gentleman from Director of Operations contacted me. After explaining the situation to the Director of Operations, he mentioned that it is probably a load balancing issue with their servers, which I agree. He further said, next time I have a performance issues, I should call tech support asked to be move me to a difference server and I should try not to log onto the same server each time. I replied that server load balancing should be transparent to me – the end user. And I have no control with which server I happened to log into. He agreed, however he still claimed the issue was on my end and that I should schedule sometime with tech support to review this issues. I reiterated that I attempt to use QuickBooks via Cloud9 Realtime on 3 different machines on two different networks; the common dominator is Cloud9 Realtime. And pointed out that he himself mentioned the problem is probably is a (Cloud9) server load balancing issue. He still insisted the issue was my network. He will do some research and get back to me. He got back to me and refused my refund request and again suggested that I schedule sometime with tech support to “assist in confirming that your machines and/or network are meeting system requirements”. Tech support already confirmed that my machines and network met system requirement in September, when I signed on with Cloud9 and had difficulties getting QuickBooks to run.Desired Settlement: I would like a refund of the year plan cost - $798.00

Business

Response:

To Whom

It May Concern,

Thank

you for bringing your concerns to our attention and thank you for your patience

as we researched your account. After

reviewing the communication and events that took place between you and our

business, we are happy to provide the following details and facts about the

specific concerns you presented:

A help ticket was created on 9/18/13 (the day your annual agreement

was signed) regarding an access issue you were having with your QuickBooks

file. Our Technician performed maintenance on the file, as well as maintenance

on the ancillary files associated with it (.ND and .TLG), and your issue was

resolved and ticket closed within 27 minutes of its creation (from 11:12am

until 11:39am). After this incident, there was no further communication from

you regarding this, or any other concerns that you had regarding our services

or your QuickBooks access. Your next communication with us, in any medium, came

in the form of cancellation request on 10/25/13. If you were experiencing

ongoing concerns and frustrations with your access, we as a business were not

made aware of these concerns and were denied the opportunity to serve you

accordingly and provide solutions. Since we do not retain any client login

credentials for security purposes, we cannot initiate maintenance on client

files and trust that our clients are maintaining healthy files in an effort to

prevent error messages like the one you had received. If clients request

assistance in understanding what proper file maintenance consists of, our

technicians are trained to communicate best practices and also remind clients

of our various online help guides and knowledge base articles.

Regarding the network connectivity you noted, there are multiple

factors to be considered that would impact the speed at which you could access

your files, including, but not limited to: the kind of network connection

itself, the number of users on the network at the time of access, the

upload/download speeds associated with the network, and the condition of the

machine that you are accessing our servers from. In short, the fact that you

had similar experiences across multiple networks does not directly equate to

the root of the issue being our servers. They could certainly be contributing

to the case, but additional diagnostics of our system at the time of the call

and of your network connection and system components would be needed to make a

proper determination of the cause.

Regarding the conversation you noted having with our Director of

Operations, early in the call it was documented that you declined the

invitation to schedule a call with a high-level technician that could have

assisted you in troubleshooting your concerns, again denying us the opportunity

to assist you. Regarding the load balancing issue you noted, it was documented

that our Director of Operations had informed you that this may have stemmed

from the fact that you may have unknowingly bookmarked an access path to a

specific server that supported the environment you were in (which is not the

correct way to bookmark our server login page and could take you to a server

that is currently under maintenance), thus preventing you from properly going

through our load balancers to get you to the fastest server available. This

would have been able to be determined by one of our technicians, and our best

practice of setting your bookmark up correctly would have been communicated and

completed for you if the invitation had been accepted for us to do so.

Before signing your annual agreement, you had agreed to our Terms

& Conditions, which clearly outline our Refund and Cancellation policies

and associated timeframes. If there were communicated, ongoing, and unresolved

issues that spanned the timeframes noted, then we surely would have started

these timeframes after you were successfully up and running. As previously

stated and documented however, there was only one communication regarding the

issues you were experiencing and then a 30-day gap in time before your next

communication, which was regarding canceling your account not reporting a

concern or asking for assistance.

As a

business, we holdfast in our decision to not provide you a refund as you have

requested due to the specific instances noted above regarding your account. We

aim to provide our clients with the highest level of service at all times, but

are restricted from doing so if we are not made aware of issues that a client

may be experiencing and are further hindered when offers to provide assistance

are denied.

Cordially,

Cloud9

Real Time Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The Director of Operations freely admitted to me that the performance issue appeared to a Cloud9 server load

balancing issues. With this admission, Cloud9 acknowledged they are aware of the performance issues and the issue I was having is caused by their server not my network connectivity. With my (recent) limited research, I saw numerous

complaints regarding performance issues, my complaint is not an isolated situation. The network

connectivity we have is excellent. If we did have network connectivity issues,

other network host applications would also have issues, which they do not. The performance

issue is clearly Cloud9 Realtime.

Regards,

Business

Response:

To Whom It May Concern,

As stated in our

initial response to your complaint, the documented conversation that you had with

our Director of Operations regarding the load

balancing concern consisted of him informing you that the issue may have

stemmed from the fact that you may have unknowingly bookmarked an access path

to a specific server that supported the environment you were in. This was

neither an admission that the performance you were experiencing was a result

from our load balancers or a confirmation that the bookmark for the server login

page was done incorrectly by you or your users. The incorrect bookmarking of

the server login page by users is a common issue that we are accustomed to

solving relating to performance, and our Director of Operations had proposed

this as a possible root cause of your experience. Since he is not a trained technician,

he acted accordingly by offering the services of one of our higher-level

technicians so that they could accurately diagnose the root cause of your issue

and offer solutions to make your experience a better one. As stated before, you

had declined his offer to do this, thus declining the services of our

professional subject matter experts in assisting you.

Regarding

your statement about your network connectivity, there are multiple factors to

be considered that would impact the speed at which you could access your files

in a cloud environment. Your unconfirmed statements of “...The network connectivity we have is excellent. If we did have network

connectivity issues, other network host applications would also have issues, which

they do not…” cannot be used as justification until the system and network

requirements could be tested, which are precisely the services that you denied

us the possibility of giving you.

In

your rebuttal response you did not speak to the facts we provided regarding of

the lack of communication from your users about the login issues you

experienced and the overarching Terms and Conditions (including our Refund and

Cancellation policies) that you had agreed to before starting your services

with us. We can only take this lack of response as your acceptance of the

documented information we provided in our initial response, and reiterate that

these points are essential in our unfaltering decision to not refund you as you

have requested.

Cordially,

Cloud9

Real Time Management

Review: After a horror show of events The Director of Technical Services asked me not to cancel the account and give it another try while they work to fix the issues. He would give me a free month while they work with me and if I decided to cancel I could with a full refund. I was never expecting to hear. The same guy denying making the promise once I ultimately decided to cancel. Keep in mind that they give you 15 DAYS to cancel. So the promise he made pushed my past that date and left me in an argument with the accounting department. It was understood from a phone congestion that if I was willing to give another try and at the end of that period if I still didn't wish to keep the service I could cancel with a full refund. Now he is saying that he never offered me a refund. Im stunned by this mans lack of integrity.

To cut and paste the comment written comments form the Director of Technical Services - Thank you for your time, feedback, and also for allowing us the opportunity to work with you and regain your trust in our services. Per our conversation, Cloud9 will credit one free month. During this month you will decide if our services are suitable for your business.Desired Settlement: At this point an apology for dragging me through mud and basically saying that I have been making false accusations in order to get a refund.

Business

Response:

To Whom It May Concern,

After reviewing the communication between the

client and our company, including this published complaint, we have found that

there are cases of incorrect information being presented by the client, such as

our cancellation (with refund) timeframe and the timeline of events that led to

the submission of this complaint. However, after reviewing the entirety of the

circumstance, a member of our senior leadership team reached out to the client

offline and agreed upon a full refund of the purchase price to the client. The

client has agreed to this refund, and it has already been processed and placed

back on the credit card of the client. There are currently no further actions

that the client or our company needs to take, and the situation has been fully

resolved by both parties.

Cordially,

Cloud9 Real Time Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has performed the action.This complaint is resolved.

Thank you for your help.

Regards,

Review: December 12,2012 I signed a contract with Cloud Nine to use as a server to help with my business using Quick books. About a week to two weeks later, they helped me get in up and going. It was good for a couple of weeks. Then every time I left my desk it would log out of their server. I would have to wait about 10 each time to get back in. When I tried working early in the morning, It wouldn't work. The server also caused the Quick books when running to be very slow. I complained about but nothing changed. I asked that they cancel my service and give me back my prorated about of money back. I have been getting the run around for months. The lady I just talked to said there is nothing in my notes at all about any of this nor that I canceled. I have spoke with Eddie the account manager many times and he keeps on saying he is working on it but never calls back like he said he would.Desired Settlement: I paid $878.00 for this service and I want my money back.The lady I spoke with said that they don't give refunds. If they were a business that truly cared about the services they offer and their customers, they would work with their customers. If I said to my customers to bad if you don't like it your screwed. I would not be in business. Please help me get my portion of the unused services back.

Business

Response:

[redacted],

Thank you for your patience while I looked into the issue we discussed: Revdex.com ID [redacted].

I conducted an extensive survey to identify when issues were brought to our attention and that we addressed them promptly. Typically in technology services, there is a process by which customers can initiate a request for assistance: Tickets, Cases, etc. and the issue is addressed by technical support. The root cause of the technology issues can be on the customer’s end, on the vendor’s end or a combination thereof.

In my survey, the only records I can find of your contacting support start with [redacted] in which you state: “I am not happy with using Quick Books in the cloud. I takes a long time and many times it just locks up on me. I want to remove Quick Books out of the cloud and cancel my plan with you. Please call me right away. Thank you. [redacted]” the other two contacts you make are to follow up: [redacted] to assist in downloading your QuickBooks file and [redacted] in which you ask what the credit will be.

As you can see, this does not give us an opportunity to address your problem, nor determine where the problem lies.

In your complaint to the Revdex.com, you confirm that you executed the contract 12/12/12. The contract is governed by our terms and conditions which clearly indicate that there are no refunds once credentials have been issued.

It is my goal to work with you to resolve your satisfaction issue. With your cooperation, I would like to work with you and our technical team to identify and address the issues you have had. As a goodwill gesture, if you work with us to address the issues, I will extend two months credit: i.e. the renewal would be due 2/13/14 instead of 12/12/13.

Please let me know if this is a workable solution for you. I look forward to your reply.

Many thanks,

Director of Sales

Cloud9 Real Time

Review: Cloud 9 Real Time provides online hosting services for my financial software, Quickbooks, which I use for my two clothing boutiques. I have had problems with this company since I signed up with them a year ago. I was talked into signing up for a year because of a "limited time offer" which they rushed me into signing up for. And from the moment I began service with them it has been a nightmare. The set up process was extremely difficult and their customer service was terrible. However, the major issue is that if I am not continually on the program it times out and then when I need to get back on to cash out for a customer I need to go through a time consuming process of logging in again. (I see that another customer made the same complaint about this company). So I was just waiting for my contract to end at which point I wanted to switch to month to month while I researched other hosting providers. On July 5th I had one of my employees call the company (I was nearby working on something else) and she spoke with someone to make the change to month to month. We were told that the change had been made, but that we should email them, which we did that day. I just received an email on 7/9 stating the following: "Your account auto-renewed on 7/5/2013 for another year since we did not hear from you prior to the renewal date. I cannot do a refund but I can issue you a credit on your account and change your billing to monthly. However the annual option is a more cost effective method of payment. Please advise on how you would like to proceed."

I called and left a voicemail requesting a call and then I also replied to the email as follows: "Brandy, Please see the date on the email we sent... it was July 5th. And we spoke with someone on the phone who told us our account was switched to month to month. If you do not fully refund my credit card for the year and change me over to month to month I will report your company to the Revdex.com as well as contact the State's Attorney General. I have had nothing but trouble with your company and will not stand for another year of service with you. Please call me today to discuss this as well as confirm in an email that my credit card has been credited the full year. Thank you, [redacted]".

She replied (and did not call): "[redacted], Cloud9 has a no refund policy. It is stated in our terms and conditions which you agreed to on 7/6/2012 when you signed up with us. I have attached your signed form for your reference. Additionally you were sent a user renewal notice on 6/24/2013 stating that your account would auto renew on 7/5/2013 for another year unless we received written notice to deactivate prior to the renewal date. Your email to me requesting to go month to month was received 7/5/2013 at 4:52pm. Your account had already renewed as stated that it would. My apologies for the confusion but no refund will be given."

The email on 6/24 stated:[redacted],The following users will be automatically renewed on the dates listed below and charged to the card on file unless we receive written notification to deactivate users prior to renewal date:• [redacted]-01 on 75/2013• [redacted] on 7/5/2013Each user license is $439 per year, $135.00 Quarterly or $49.99 Monthly.The card on file will be automatically billed annually unless we receive written notification to change payment type or deactivate user prior to the renewal date.If you prefer to use a different card than the one on file, please click on the following link: https://cloud9realtime.wufoo.com/[redacted] July 4th was a holiday and therefore not a workday so we called on the 5th to notify them of our desired change. They told us on the phone that we were switched to month to month and then they took 4 days to respond to our email. This is terrible customer service from a terrible company and would very much appreciate your help getting a refund for the full year's contract.Desired Settlement: I would like a refund of the yearly dues (totally $878) and a change to month to month contract. Thank you!

Business

Response:

I was out of town on business last week. When I saw this notification, I responded to her with the following message at 11:31 pm Pacific Time on 7/10/13:

Hello [redacted],

[redacted] brought the dialogue you had earlier today to my

attention.

When I am in the office I attempt to understand and resolve

these types of disputes immediately. Unfortunately I am out of the office on

business through the end of the week.

Upon my return, I will research exactly what happened and

reach out to you directly. Thank you for your patience.

Best regards,

Director of Sales

Cloud9 Real Time

###-###-####

Fax: ###-###-####

www.cloud9realtime.com

[redacted]@cloud9realtime.com

I am looking into the issue now.