Custom Data Systems

Review: The software that was sold to us has never worked properly from the day one install and after repeated attempts from CDSI to get a usable version of the software installed it has never worked and continues to be completely unusable. Evidence of the breech by CDSI is as follows:Per the agreement by CDSI we were to purchase: 4 user [redacted] Mortuary Management Software:First Calls, Vital Statistics, Biographical and Veteran data, Ship in, Ship out and Disposition data, Customized Work Flow, Scanned Documents and Pictures, Cremation process tracking, Custom Forms printing, Wrist band printing, reports. After multiple calls, e-mails, and multiple updates to the system the program has completely lost the ability (were it in working form) to log and save Biographical and Veteran data, and Scanned Documents and Pictures these options have been disabled and the explanation that we received was that a separate client of CDSI requested the change and as a result CDSI thought we would not need them as well. After requesting that these be re-opened August 1, 2013 and assurance that it would be done it still remains disabled over a month later. This is again a moot point as when the fields were open the data would not save into the system. As one of many possible examples of how this software is not usable I have shown a typical workflow using the [redacted] user manual as a reference; please refer to the print screens for a typical 1st call case:1-[redacted] welcome screen2-First Call welcome screen3-To 5, entering personal information for the typical first call6- Error when attempting to save the data into the systemThis error was reported to you multiple times and was verified to be a known issue with the software on February 23, 2013 You must have a version where the software is not completely synchronized with the database. I will test all those functions with your database here and make sure everything is synced up. At that time it was agreed to have a updated version installed onto the computers, this was completed around two months later; As you can see by the screen shots this issue has not been resolved.One of the many issues that we have documentation on from the initial install was with the reports loading properly, please see screen shots A,B,C. This is an example of us attempting to print Custom Forms printing, Wrist band printing, reports. As you can see the previously acknowledged issue has never been resolved to this date.This final screen shots are from the inventory control that we requested be a part of this software, as you can see we are unable to input or maintain anything with the inventory.Please note these are only a small example of the errors and problems we have had with the software. We have verified with our IT department that the remote desktop connection, which we installed at significant expense to us for the sole purpose of this software install, was turned off resulting in the delay of the most recent update; he turned it on for the latest install. He has informed us that the remote desktop should always stay on and if it gets turned off again it would be suspicious. We are not making inference or accusations but it is notable to mention that the three employees of [redacted] are less than average on computer technology and would not have the knowledge of how to turn on or off the remote desktop.Desired Settlement: Request a full refund of the purchase of the [redacted] that was sold to our company with an agreement dated July 23, 2012 for the amount of $1,595.00.

Business

Response:

Dear [redacted],

In response to your letter dated October 16, 2013 about Complaint ID [redacted]:

Our company services Cemeteries and Mortuaries across the United States, Hawaii and Canada. We sell off the shelf software and normally charge an hourly fee for consulting to set the system up and write custom reports.

Our company provides pre-packaged software, but also allows people to give input on software features. If a new function would benefit other companies, we program those at no cost.

In return for assisting us in creating new Software features for Mortuary Service Companies, we did all the setup, wrote custom features, wrote custom reports and did training for [redacted] at no charge.

We have a reputation for being prompt in fixing issues, but rely on our customers to report issues in a timely fashion.

I am forwarding a series of emails showing that I initiated correspondence with [redacted] February 20, 2013 to report that I was unable to connect to their computer to provide an upgrade to their software, even though they did not pay the annual maintenance.

2.1 In consideration of Customer's payment of the full Software Maintenance fee along with payment for any additional services contracted by CDSI during the Term of this Agreement, CDSI shall provide Customer with Updates and Enhancements at no additional charge as they become available.

Our customers voluntarily give us the ability to connect to their computer so that we can provide the service that our reputation depends on.

The connection issue wasn’t fixed so that I could do the upgrade until April 8, 2013, more than a month later. No response after that upgrade was given until August 1, saying that a few things needed to be fixed, but there were a lot of improvements. I was unable to connect, and figured they would let me know when the connection issue was fixed.

I didn’t get another response until September 12, asking for assistance with the software after I received the letter asking for a refund. All the emails came from the same address, so I didn’t even know who was asking for assistance. I was unable to connect, to help them out.

Sincerely,

Custom Data Systems Inc.

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Consumer

Response:

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

I am sending you the full chain of e-mails where we repeatedly told the company of our dissatisfaction. We have received NO value from this software since day one. We have spent considerable time and money trying to get this product to work properly and over a year later we have still not received a product that can be used for anything. The connectivity has been resolved a total of 3 times now and we have spoken with out IT department who has told us that the connectivity issue is someone turning off the connection. Not pointing fingers but he noted that since we are average with computer operations we would be unable to do this accidentally.

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They go on and on, I would be happy to send the whole chain from the last year

Regards,