Embroidery Library, Inc.

The customer reported a problem with changing stitch typesWe've seen this problem before, and it's related to one particular third-party software programI asked the customer if she was using that programThe customer avoided answering the question until finally she stated that she was
using that software programI advised the customer that the design was not flawed, but the software was changing the stitch typesI advised the customer that the solution was to skip the softwareThe customer stated that this problem was very infrequentOn August she wrote "pretty good odds that 99% of the designs I use (and most of them are through Embroidery Library) work like a charm…..it is that pesky 1% that is the toe tripper!!! J "The customer refused to follow our advice and skip the softwareShe did not follow the logical step and contact the software manufacturer to inquire about a bug fix; instead she blamed the designs.Embroidery Library has created more than 100,designs in the past years, and we know the problems that different software programs can causeWe offer advice to customers about third-party software, but if they choose not to follow that advice, then we cannot be held responsible for poor-quality results.Between August and our company sent the customer emailsThe customer has accused us of not offering support, even though she received all of the emailsShe wrote that she refused a credit as she was "done with your site." Her account was closed at that time, as we do not keep accounts open for those that are done with itEmbroidery Library strives to ensure that our customers have the best experience with designsBy the customer's own admission, the vast majority of our designs have worked very well for her in the past. However, we cannot control the effect that third-party software has on the designsIt's unfortunate that the customer did not follow our advice and eliminate the software from her routineWe did make every effort to educate the customer on this matter

I am rejecting this response because:
There are so many untruths about the response I am apalled.  1) I generated most of the 12 emails the CEO of the company mentioned because I did not get any response to the first emails I sent and I told the CEO just that.  2)The stitch irregularity the COE refers to is a defect of the design for which the CEO refused to test when I asked her if she had.  She said "no, it was not tested following my complaint". How stupid is that, that the product was not tested following a complaint of three downloads? I have bought many downloads from the company and sad to say, the CEO needs to take lessons on truthfulness in reporting as well as basic Customer Service 101. 3) I did not use "third party software" as the CEO stated. I downloaded the designs directly from their website to my PC to my sewing machine card. I told her that throughout several emails step by step for the process as she wanted to know how I did it. 4) I did not close my account as she has stated in her response, the CEO/she closed it.  5) I was not offered refund due to the three downloads that were defective as the company does not stand behind their product in guarantee is what I was told by the CEO/herself. 6) I was not offered a credit either.  7) In fact, I had monies in credit due me from purchases recently in their Christmas promotion for which was not offered to me as well.  The amount that I have out of pocket lost, is not much; a measly $20 or so.  I spend that much on a good pizza lunch.   It is the principle of how the CEO dealt with this issue.  I cannot continue to endorse her company now to any of my friends whom I have referred to this company for the past 9 years.  I have been a customer for over 9 years, I have spent hundreds of dollars on their product and to be treated as such is absurd.  Again, it is the principle of it.  What a failure this company is in serving their loyal customer.  The CEO is directly responsible for that horrid business philosophy.  Shame, shame on her.