I am responding to a letter received from you dated January 29, concerning a complaint from a customerThe ID of the complaint is *** and the company is *** *** & ***, Inc.
This company has not been an active customer since 3-20-when their last annual
subscription to our software expiredThe company is given a log meter count equal to days for each driver slot they have purchasedWe then give an authorization yearly to supply log auditing capacity to the carrier for the next yearNo new subscription must be purchased to receive that authorization.
Also, the Federal Motor Carrier Safety Administration occasionally updates the rules with which truck drivers must comply and record on their daily logsThe subscription purchased yearly gives the customer access to software containing any new rules with which they must comply as well as new features we write for the software.
On September 25, and on August 12, 2009, we provided this company with downloads of the old software and their sales representative, Lance Williams, cautioned them that the software they had purchased did not contain current rules and they would not get accurate auditsAlso, Eclipse Software Systems, LLC would not be responsible for any DOT violations and fines they may receive in an audit.
Your letter to us states that *** *** said "we get no one to respond to calls or answer the phones"We have record that on December 12, 2013, Lance spoke with Shane who was IT for the company and explained the circumstances to him.
Lance contacted *** *** February 4, 2014, to address her concernsHe has agreed to once again provide the download of the 6-25-build if she will provide in writing that she understands the audit is not accurate for current rules mandated by the FMCSA and that Eclipse will not be liable if *** *** & *** is audited and receives potential fines.
*** has sent Eclipse that documentation and is being provided with the link to once again download the obsolete software on a different computer which will be unlocked for another year for herIt is unprecedented in our company to be expected to go to this extent to provide antiquated software to a customer.
Regards,
ECLIPSE SOFTWARE SYSTEMS, LLC
*** ***
Accounting
I am responding to a letter received from you dated January 29, concerning a complaint from a customerThe ID of the complaint is *** and the company is *** *** & ***, Inc.
This company has not been an active customer since 3-20-when their last annual
subscription to our software expiredThe company is given a log meter count equal to days for each driver slot they have purchasedWe then give an authorization yearly to supply log auditing capacity to the carrier for the next yearNo new subscription must be purchased to receive that authorization.
Also, the Federal Motor Carrier Safety Administration occasionally updates the rules with which truck drivers must comply and record on their daily logsThe subscription purchased yearly gives the customer access to software containing any new rules with which they must comply as well as new features we write for the software.
On September 25, and on August 12, 2009, we provided this company with downloads of the old software and their sales representative, Lance Williams, cautioned them that the software they had purchased did not contain current rules and they would not get accurate auditsAlso, Eclipse Software Systems, LLC would not be responsible for any DOT violations and fines they may receive in an audit.
Your letter to us states that *** *** said "we get no one to respond to calls or answer the phones"We have record that on December 12, 2013, Lance spoke with Shane who was IT for the company and explained the circumstances to him.
Lance contacted *** *** February 4, 2014, to address her concernsHe has agreed to once again provide the download of the 6-25-build if she will provide in writing that she understands the audit is not accurate for current rules mandated by the FMCSA and that Eclipse will not be liable if *** *** & *** is audited and receives potential fines.
*** has sent Eclipse that documentation and is being provided with the link to once again download the obsolete software on a different computer which will be unlocked for another year for herIt is unprecedented in our company to be expected to go to this extent to provide antiquated software to a customer.
Regards,
ECLIPSE SOFTWARE SYSTEMS, LLC
*** ***
Accounting