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Dauntless Aviation Reviews (1)

From: Revdex.com of Metro Washington DC<[email protected]>Date: Fri, Aug 5, 2016 at 9:40 AMSubject: Fwd: Response to Complaint [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]@dauntless-soft.com>Date: Fri, Aug 5,...

2016 at 6:00 AMSubject: Response to Complaint [redacted]To: [email protected] Sirs/Madams / [redacted],We recently received complaint [redacted] via post.   Both the original complaint and the follow up letter from the Revdex.com arrived simultaneously and much after the 10 day period noted in the message.  Please allow us to respond to this here. We have been making electronic FAA knowledge test preparation materials for almost 20 years.  We have helped hundreds of thousands people successfully pass their tests on their way to becoming certified pilots and mechanics.  Fortunately, the overwhelming majority of our users are exceptionally happy with our products.  On a general level, I am sorry this was not the case for the customer in question.   However, the customer is entirely and totally responsible for his/her predicament in this case.  Please allow me to explain why. The customer in question licensed a copy of our FAA Knowledge Test Preparation materials for [redacted].  The way that this software is licensed via our website is as such: 1.        The customer can (and is strongly encouraged to) download the software from our website and use it in “demo mode” prior to purchase.  They can do this at no charge and without time limit.  This allows the customer to evaluate the software both to see whether it works for them technically and whether it suits their learning needs and style.  This exceptionally generous “try before you buy” nature of this product has made it exceedingly popular and successful, and this style of sale, besides being industry standard, is a win-win for all involved.  The demo version allows for access to 5% of the total question in the software.2.       If the customer wants to purchase this software to get access to the other 95% of the questions, they do so via an online sales process that includes a VERY CLEAR, PLAIN ENGLISH, REASONABLE LENGTH license agreement that they must EXCPLICITLY AGREE TO via an interlocked two step process before they can purchase the app  The relevant clauses about the software being non-refundible are listed there in BOLD and/or ALL CAPS text.   The key provision of the agreement is that becausea.       A try before demo is availableb.      The software activation process is technically non-reversiblethe software is available on a non-refundible basis.  The user is even directed there to our helpdesk should they have questions about this or technical or content issues that they would like to address before purchase.3.       Once a license purchase is made, an activation keycode is immediately emailed to the user.  This is a non-reversible process from our standpoint. Should users experience any problems or issues with the software either pre or post purchase, we have a helpdesk standing by.  While we don’t publish explicit hours for our online helpdesk, in practice we generally respond within a few hours on all issues during most business days. You can verify the process itself. For example go to www.FAATest.com and click on “buy now” and follow the process up until the checkout for a single test bank PC purchase of our [redacted] Private/Recreational Pilot product. This process is fair, clear, and generous.   Hundreds of thousands of users have gone through it without incident.   In the case of post-sales problems, our technical helpdesk staff is available free of charge.   The purchaser must explicitly agree to it.   Please also remember that many of our users are quick learners.  All they require is an evening with our software to be ready for the exam(s) of their choice if they are quick studies and/or have a good background in the material already.    The length of time a user has purchased the software is not an indication as to whether it has been used.     The user in question:1.       Explicitly agreed to the terms of non-refundability via the double-step, plain English terms of license page2.       Purchased the software3.       And then wrote us back demanding  his/her money back.I want to emphasize that with regards to step 3, the customer didn’t even attempt to contact our helpdesk to get assistance.  All he/she did was unilaterally declare that he/she demands her money back for a product that is from a technical standpoint non-returnable and then when we duly denied this but suggested that we would be happy to help him/her via our helpdesk with whatever issues he/she was having, he/she filed the complaint with the Revdex.com. Most of the user’s complaint to the Revdex.com is, to put it as charitably as I can, at odds with reality. The customer claims:“I was not given a chance to try it before purchase” Reality: The customer had every chance in the world and we very explicitly urged to do this before purchase.  The customer explicitly went through a 2-step process where he/she indicated that he/she understood that a demo is available, that it is very desirable that the user try the demo prior to purchase, but if the user chooses not to against all advice the user is reminded that the product is non-refundible. The customer claims:“the helpdesk has no phone number” [we have an “online form” where we can] “selectively process complaints…” Reality:Yes, we do not have a technical support phone number.  The issues that customers bring to us for this highly technical software range from computer-type technical questions to complex aviation content questions.  Each requires the attention of highly skilled and highly trained specialists.  Therefore, as is industry standard and is the case with companies such as Apple and Google, we provide an online helpdesk.  The user’s claim that we “selectively process complaints” is utter nonsense.  As the user himself/herself saw from her attempt to contact us, we answer all support queries promptly.  The customer never bothered to even attempt to let us help him/her. The customer claims“It took me straight to a paypal window.”Reality:Nonsense.  Purchasing our product is a multi-step process which will not go through unless the customer has gone through the license agreement page. There are multiple safeguards in place assuring this.  The customer’s claim of going to a “paypal window” are particularly spurious as this actually takes a few extra clicks and steps.  In total, the customer went through at least 8 explicit pages / clicks in the purchase process and was told of the try before you buy, non-refundible nature of the software on multiple occasions. The customer claims“Never once did I used vulgar language”Reality:Our helpdesk system logs show otherwise.  They use an automated bad word / virtual yelling filter that the user’s complaint apparently tripped.    In short, the customer is attempting to make his/her own rules, has mischaracterized his/her interaction with us, and has not taken the steps available to him/her to help us assist him/her. FINALLY, AN IMPORTANT NAIL IN THE COFFIN When we issue customers with their activation keycodes, we know via our back-end system whether the keycodes have been actually used to actually use the product.   If a keycode were not used,  this would show that the customer may indeed have had some serious technical issue or something to that extent.   To activate the software using the keycode, the software actually has to be working on the user’s machine, as the activation process itself is part of and buried deep in the software.  And here’s the killer:   the user’s keycode was used. This user did indeed activate the software, indicating clearly that at minimum the software was actually working on his/her system.  Maybe he/she had some legitimate technical problem at the margins, but in the main, the software had to hve been working, otherwise we would not have an electronic timetamped record of the user’s activation, including his/her IP address.  Enclosed are the relevant section of the log which we collected.  FlaggedDateActionUsed AppUnlock CodeCountryISPLocation 7/9/2016 10:01:36 PMUsage[redacted] FAA Written Test Prep SoftwareUnited States[redacted]Paso Robles 7/9/2016 10:00:14 PMUnlock[redacted] FAA Written Test Prep Software[redacted] Written Test Prep Software - Private Pilot AirplaneUnited States[redacted]Paso Robles  Conclusion Again, while we sympathize with any individual who has issues and we have been generous in the past in extraordinary cases where customers make a reasonable effort, nothing about this particular case  warrants it.  The customer simply blew in cavalierly, took no responsibility whatsoever for his/her clicks despite multiple clear plain language statements, did not make a reasonable attempt to contact our technical support, and in fact the software works on his/her machine as evidenced by his/her having activated it, which is only possible inside the app. For the sake of fairness to our other customers and to us, the customer’s request for a refund is denied. To be clear: we’d gladly bend over backwards for any customer having a legitimate issue.  That’s a big part of our job and it’s what we’re here for.  But our job does not including getting pushed around by people who feel that they can make up their own rules and lie about  it.  That just wouldn’t be right.  Fortunately, very very few of our customers behave as unfairly as this user has.  Thank you for your kind attention to this matter. [redacted]Dauntless Aviation

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