July
27,
Revdex.com
Re: Complain ID# ***
The software is used by hundreds of leagues and has been in development for approximately
years. So, this is not a new software
product and there were not bugs to be worked out as *** *** alleges. She made assumptions that it would do things
that it wouldn’t do. If she had asked to
see these things during the demo, we would have shown her the software does not
work that way because we wouldn’t have been able to show it in the demo. For instance, she assumed that a player could
register multiple times in a single league, but was fundamentally developed for
one registration per player per league. We
added new leagues, setup the leagues, setup separate registration processes,
and moved her players free of charge (would have normally cost $per league
and the time to set it up).
Even though we have licensing fees for additional leagues, we gave her
leagues at no additional cost as well as gave her dozens of hours of free
setup for the additional registration processes to accommodate her
She had several leagues for her data so she could allow
people to register multiple times. This
was something she did not mention when discussing the setup of her new leagueI
checked the logs for all of *** ***’s support requests, and all were replied
timely and within the same day, if not within minutes. Many responses were immediate.
The date of *** ***’s particular occasion she is talking about in her email
was Saturday, 5/9. She emailed about her
player data missing in which a developer looked at her site and responded
within an hour letting her know that her data was not missing, but she had
selected the wrong league in the league dropdown On that Saturday, 5/9, she emailed saying her
player data was missing, so a developer replied to her explaining that she was
in the wrong league. She continued to
contact the office requesting a call, so a developer contacted her via phone and
spoke with her for an hour instructing her on how to get to the proper league
and how to view her player data.
Before this incident she was having an issue with players not receiving emails
from the team registration, which when tested was working as expected, but it
was found that most of her team captains set their players’ emails to have all the
same email address for some reason instead of adding the email address of each
player. This caused the emails to go to
the spam boxes of the players since the provider was seeing multiple emails
with the same content to the same email address. When this was discovered we created a block
to stop this and we created a way for her to resend the missing emails to her
players after adding their individual email addresses The software worked as designed which was for
each player to go in and add their individual information. They couldn’t do that if their email address
wasn’t added
We went above and beyond to satisfy this customer and instruct her on proper
use but she consistently blamed the software for her end user misuse. We spent substantially more time than what
she paid in setup and development hours
As for any additional charges, *** *** had their own
merchant account which we integrated with the software. We only facilitated the Gateway setup for
them so their processor would work with the software. We would not have any access to their
processing information and we would not want to for security reasons. They would need to cancel that with their
processor if they are no longer going to use it so they are not being charged
additional fees from them
*** *** explained to us that she worked part-time for her employer and she
also was the only employee who signed up for the training with us. It is always stressed to a new league to have
multiple people receive the training so what one person may miss, others may
catch, eliminating any possibility of missed information. She continued to use our software for
registration and registered numerous players and teams and we set up different
leagues to accommodate her and at no additional cost to her. Our time also involved building her site and
creating her graphics which she was using
The amount of time spent to help her and to try to accommodate her was well
beyond what is for such a small league.
It was only at the end of her registration period that she decided to
suddenly stop using the software but she was still able to download all of the
player registration information of the people who registered through the
software she claims didn’t work
If you should have any questions or wish to discuss anything further, please
don’t hesitate to contact me via phone or email
July
27,
Revdex.com
Re: Complain ID# ***
The software is used by hundreds of leagues and has been in development for approximately
years. So, this is not a new software
product and there were not bugs to be worked out as *** *** alleges. She made assumptions that it would do things
that it wouldn’t do. If she had asked to
see these things during the demo, we would have shown her the software does not
work that way because we wouldn’t have been able to show it in the demo. For instance, she assumed that a player could
register multiple times in a single league, but was fundamentally developed for
one registration per player per league. We
added new leagues, setup the leagues, setup separate registration processes,
and moved her players free of charge (would have normally cost $per league
and the time to set it up).
Even though we have licensing fees for additional leagues, we gave her
leagues at no additional cost as well as gave her dozens of hours of free
setup for the additional registration processes to accommodate her
She had several leagues for her data so she could allow
people to register multiple times. This
was something she did not mention when discussing the setup of her new leagueI
checked the logs for all of *** ***’s support requests, and all were replied
timely and within the same day, if not within minutes. Many responses were immediate.
The date of *** ***’s particular occasion she is talking about in her email
was Saturday, 5/9. She emailed about her
player data missing in which a developer looked at her site and responded
within an hour letting her know that her data was not missing, but she had
selected the wrong league in the league dropdown On that Saturday, 5/9, she emailed saying her
player data was missing, so a developer replied to her explaining that she was
in the wrong league. She continued to
contact the office requesting a call, so a developer contacted her via phone and
spoke with her for an hour instructing her on how to get to the proper league
and how to view her player data.
Before this incident she was having an issue with players not receiving emails
from the team registration, which when tested was working as expected, but it
was found that most of her team captains set their players’ emails to have all the
same email address for some reason instead of adding the email address of each
player. This caused the emails to go to
the spam boxes of the players since the provider was seeing multiple emails
with the same content to the same email address. When this was discovered we created a block
to stop this and we created a way for her to resend the missing emails to her
players after adding their individual email addresses The software worked as designed which was for
each player to go in and add their individual information. They couldn’t do that if their email address
wasn’t added
We went above and beyond to satisfy this customer and instruct her on proper
use but she consistently blamed the software for her end user misuse. We spent substantially more time than what
she paid in setup and development hours
As for any additional charges, *** *** had their own
merchant account which we integrated with the software. We only facilitated the Gateway setup for
them so their processor would work with the software. We would not have any access to their
processing information and we would not want to for security reasons. They would need to cancel that with their
processor if they are no longer going to use it so they are not being charged
additional fees from them
*** *** explained to us that she worked part-time for her employer and she
also was the only employee who signed up for the training with us. It is always stressed to a new league to have
multiple people receive the training so what one person may miss, others may
catch, eliminating any possibility of missed information. She continued to use our software for
registration and registered numerous players and teams and we set up different
leagues to accommodate her and at no additional cost to her. Our time also involved building her site and
creating her graphics which she was using
The amount of time spent to help her and to try to accommodate her was well
beyond what is for such a small league.
It was only at the end of her registration period that she decided to
suddenly stop using the software but she was still able to download all of the
player registration information of the people who registered through the
software she claims didn’t work
If you should have any questions or wish to discuss anything further, please
don’t hesitate to contact me via phone or email