Defero

Revdex.com:
We acknowledge the business's response to resolve this complaint
Regards,
*** ***

Defero Response: The complaint

that has been filed contains confidential information regarding our...

pricing,

work processes and terms and conditions . This violates a confidentiality

agreement both parties have signed along with a Managed Services Agreement

(MSA) that legally prohibits either party from revealing this type of

information. We will protect this information with appropriate legal measures

if we need to do so.

Her Statement: We were to receive five digital applications

per scope of $56,000. While the 4th application was being developed

Defero decided they want to end their business relationships with [redacted]. I

received an email that stated: The current state is not conducive to continuing

this working relationship long term.

Defero Response: At this point we had done a great deal of work out of

scope for which [redacted] has not been charged but in the spirit of wanting to

produce great work for them we went ahead and took on some of these “additional

tasks” that were outside of the original scope without requesting additional

fees.

I have listed these those

additional services below. As a result of providing all of this we did not have

hours available to complete the 5th app content which actually has never

been available. However, we absolutely did deliver all 5 modules to the application. They simply

need to engage and populate their content into the 5th instance when they have

a fifth client and their content to add. So the module has been built to accommodate a 5th app and they are

able to use the [redacted] to add the 5th app content themselves as well as update the original four apps. As

part of our SOW we provided a training session and a complete training guide for all IT

personnel so they understand how to navigate the [redacted], make updates, etc.

The services listed below were

outside of the original scope.

-         

Conducted excessive

rounds of changes eating up additional time that should have been spent on

other tasks

-         

Unplanned time spent

organizing numerous changes into a workable document instead of all changes for

one brand being submitted all at once

-         

Proofread/tweak copy

(not submitted with proper capitalization, etc.)

-         

Outlined editing details (outside of the app—making it easy to

see how many characters needed to be cut)

-         

Did not follow

proper phase milestones (ex. Changes to sitemap after approval and additions to

universal navigation after approval)  

-         

Needed to fulfill

and adjust schedules to make short notice deadlines

-         

Not supplying proper

files and having to reformat (ex. resizing images)

-         

Held extra working

sessions and status calls to ensure accurate interpretation of changes

including additional calls with the your end client team

-         

Added Letterbox view

functionality to accommodate tablet testing and decisions

-         

Worked weekends and

holidays to accommodate schedule, deadlines, relationships—4th of

July, Disneyland, lots of weekends with no weekend upcharge

-         

Provided daily

updates via email

-         

Numerous emails and

communication about tablet consultation ([redacted] vs…)

-         

Put together

additional proposals for [redacted] to pitch to your end client

-         

PPT presentation

mock up (for [redacted] client review/routing purposes)

-         

Researched and

provided your tech staff information on how to get Apple Enterprise up and running

instead of [redacted] contacting Apple directly as we suggested

-         

Set up iPad for a

presentation due to [redacted] IT not understanding Test Flight directive

-         

Repackaged already

packaged files for [redacted] IT for Apple Enterprise to launch  

-         

We supplied three apps in phase one instead

of the one app prescribed in the scope of work and the fourth app was supplied

is phase two

For reasons stated above that

clarify the amount of work done out of scope the result was we used up funds

for the 5th app content fulfillment. The work done actually exceeded

the overall budget and planned work resulting in Defero losing money on just

the four apps. It was clear their staff was not technically experienced with

respect to IOS applications or in some cases basic online technology. She

seemed to be learning on the job which resulted in a lot of extra effort to

explain things considered basic to our digital interactive experience.

The email she references above

contains a lot of information but the actual last part of that email is: “The

current state is not conducive to continuing this working relationship long

term. We can discuss this voice to voice next week”. In her complaint she

states we no longer communicated with her live but the very last sentence offered

to speak with her about the contents of the email and the general state of the

relationship. She never offered to have that conversation. See additional

comments below about our communication methods.

Our relationships with clients

are built on mutual respect and a team effort towards achieving our collective

goals. In the view of Defero staff this relationship had become combative,

antagonistic, characterized by a of lack of  respect  and based on

the effort outlined above, a lack of appreciation for what we provided outside

the prescribed agreement. We don’t have this type of relationship with any

other client. Even though (their clients name is redacted)  was offering

additional business in early 2014 we feel it was in the best interests of both

parties that [redacted] seek another agency to work with on future endeavors after

this (client name redacted) app was finished.

Her Statement: From this point forward they no longer

communicated with me live only via email.

Defero Response: In addition to

the comment above and literally hundreds of emails since that September 20th

email she references, one of the partners [redacted], has offered to speak to

her via the phone several times which can be confirmed via email messages sent

asking for the conversation. In addition that partner did speak with her on

January 17th of this year which she confirmed via an email the same

day. Also our staff has discussed technical issues on the phone with their

technical staff whenever they asked for it. The decision to communicate with

her primarily by email was the result of consistent complaints from her of

misinformation on our part. Essentially after phone calls and conference calls

she would dispute what was discussed whenever it conflicted with her

recollection. We felt it necessary to document correspondence to maintain

account integrity.

Her Statement: They never created a NEW formal SOW with an

explanation for not completing the 5th app.

Defero Response: We never needed

to create a new SOW and per above they did receive an explanation regarding the

5th app.

Her Statement: Along with some

additional features [redacted] requested we ended up paying a total of approximately

$70,000. [redacted] feels we deserve a refund of $11,200 for work not completed on the

5th application.

Defero Response: There were

additional features one client requested and since we had already surpassed the

costs incurred for the three completed apps and a portion of this fourth one,

we insisted these extra requests be paid for in order to complete them which

they agreed to do. The reasons for not being able to finalize the 5th

application are outlined in various portions of this response. For all of the

reasons referenced there will be no refund.

Her Statement: And I want my

complaint documented with Revdex.com so that others are not subjected to such bad

business practices.

Defero Response: We have a great

list of clients who will confirm the legitimacy of our business practices by

both their experiences and their continuing working relationships with us.

Her Statement: They promised final deliverables after the

final payment was made. The payment was made on 1/21/14 yet they continued to

play games by asking me to sign an acceptance of final deliverables WITHOUT the

deliverables.

Defero Response: Actually the

check was originally promised to be sent on January 7th but it

didn’t arrive as it had not been mailed. They did send it to us from Denver on

January 21st which we received on the 24th. Based on a

history of miscommunication we did insist [redacted] acknowledge via the document that

the project would be considered completed once they signed the document. At

that point we released all files and passwords they needed to be

self-sufficient. 

Her Statement: I went to their office today 1/29/14 to

complete this process in exchange for my signature. Defero is unprofessional

and treated me very poorly.

Defero Response: In fact she

arrived as one associate described it as “guns blazing.”  She used foul

language including personal insults to and about individuals and the agency

from the moment she arrived. Her behavior was so combative and in the words of

one associate “disgustingly unprofessional” that the senior manager on site

interceded with the intent of calming the situation or asking her to leave the

premises. Then three members of our staff very professionally walked her

through the process of uploading the files during which she continued to demean

our performance as an agency. We do have a recording of those comments on file.

Her Statement: When I asked today why I deserved to be

treated  this way they could not answer the questions.

Defero Response: Her

communication style both verbally and in writing can be confrontational and

abrupt.  When frustrated she would direct comments at a person challenging

that person’s professionalism, intelligence and/or expertise.  She has

hung up the phone on her account manager. Though more than once she did

apologize for her behavior both in verbally and in writing, the relationship

became fraught with tension to the point that three associates refused to be

put in a situation to discuss issues with her verbally. This type of behavior

along with the massive cost overruns prompted Defero to terminate the relationship

with [redacted] regardless of future revenue potential.

We acknowledge the business's response to resolve this complaint.

Regards,