Our support team is still working extensively with [redacted] on this issue The reason they were able to reproduce it when Voonami was logged in is they were on their workstations When we pull the database to our local computers we are not able to reproduce the issue Our development and Tier team took another copy of the database to continue to test Their company is still able to work and aren't completely down they just have a few products that take 10-seconds to load Unfortunately, we wish it was just a simple fix but we are doing all that we can to help resolve this
Complaint: [redacted] I am rejecting this response because:Unfortunately I do not know the title of the person that addressed my complaint, but regardless they failed to address how they plan to better train their staffAs stated in my original complaint, I will call a spade a spadeTo prove my point I'll attach actual emails that show that if they can read and comprehend the English language then they choose to not have any aptitude for attention to detailIn the email attachment titled "Cost Method Question for Safari Helicopters" I've highlighted text in my original inquiry that "I redid my database and selected FIFO as the costing method" and that my issue was that FIFO method was not being utilizedThey requested that I check which costing method was selectedI attached a screen capture showing that the "Costing Method: FIFO Costing" was indeed selected as I stated in my original inquiryFurther down in the responses I've highlighted their response, to which they stated: "Go to the accounting module>tools>module options>costing and let us know what it says there for your costing method." They made that same request at time stamp 5:AM and here it is again at 1:PM after I'd already provided the information more than once to themExample number two: See email attachment "Assistance for Safari Helicopters." I submitted my request for assistance and attached a screen capture clearly detailing my issueFurthermore, I included a text box stating "Every one of these items have been marked unavailable in both the Parts and Product modules i.e., the "Active" box is unchecked..." They then replied that "The only way to make a part/product go away is if you uncheck the active box and then save, it will disappear." First, I DID uncheck the Active box and NO it will NOT disappear! This is further compounded by the last attachment titled "Quick Question from Safari Helicopters" where the director of customer support fails to read their own techs replies before providing me with a response that contradicts the support techAnd I'm unprofessional!?!?! I am paying for a certain level of service and I've tried to reach out to this company (as stated in my original complaint) to rectify the situation in the future, but there is no visible change in the substandard level of service my company is receivingI've spent too many man hours configuring my company's inventory system to cancel my subscription and have to work with what I have, but I will not stand for substandard service and will utilize all available resources at my disposal to ensure that any unacceptable service is addressed and recordedBased on this company's reply, I don't expect anything more to be done on this issue by the tone of their response Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Attached is a sample of an email I received per your request Sincerely, [redacted]
***, again we are really sorry for the issues that you have had As I review the emails attached and in your account I do understand your frustration We are working extensively with the team to make sure that this does not continue to happen moving forward and that they thoroughly read through the email before respondingStarting April 1st you will have a new Customer Service Director, Caden T***, if you have any issues moving forward please email it to him immediately so that he can work on it His email address is caden.t***@fishbowlinventory.com Likewise, if you find that the response is better we would love to hear positive feedback
Like I had stated in my previous response, every time that we pulled a copy of the database on our end and tried to reproduce the issue that happened we were unable to do so making it very difficult to solve Our technicians did remote on and see the problem but that was after the issue had occurred, we were never able to see it happen therefore making it so that there are several different variables that come in to play (ie, quickbooks database, user error, etc) I have been at Fishbowl for years and work in both Fishbowl and QuickBooks every single day and have not had this problem occur The customer is over a year out of their return period a refund is not an option but I can have someone call ASAP to continue troubleshooting if the customer is willing If not, I'm not sure what else to do at this point but we have a signed legal contract that states our return policy that the customer has signed Please let us know how to proceed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Fishbowl support has fixed this issue. I would like this complaint to show that Fishbowl resolved this problem
Sincerely,
*** *
We are aware of the issues our customer is having and our team has been working extensively on trying to figure out what is going on The problem that the customer is having is that when they open certain products on their machine it's taking up to seconds to load We have tested
their same database on our end and are unable to reproduce the issue We are doing all that we can but unfortunately it's not just a simple fix because we aren't able to see the same issues that *** is havingThe customer is asking for a refund of $1, They did purchase a renewal of their support contract on 3/9/and a shipstation plugin and we have not received payment on our end We continue to support him even though his contract is months out of renewal without payment Typically that is $per hour worked and we have worked several hours over that We could have sent him to collections or withheld support but we continue to help him out to try and get this resolved Again, as I stated earlier as much as we wish it was a simple fix, it isn't We haven't had this issue with any of our other customers and we are doing our best to resolve the problems that he is having
We have no record of this person anywhere in our system. In order to send this person emails, he/she would need to exist in our CRM. We also do not send daily or even weekly emails to anyone for any reason and we never have done so. It is possible there is confusion as we are not
the only Fishbowl software in existence. In the absence of any copies of emails that are being referenced, there is no way for me to properly respond. Please take the time to send the actual evidence of emails
Complaint: ***
I am rejecting this response because:The main issue is a support agreement was executed between our companies, and Fishbowl did not provide a solution in a timely manner Our company was performing a simple one way sync with your softwareA Fishbowl technician was remotely logged into our cloud and was shown each transaction that was being duplicatedThe company file was then provided to your team, and confirmed Fishbowl would look into the issue After months Fishbowl failed to provid a solution or explanation Many review boards also show Fishbowl has other clients experiencing the same problem How can you state that you did not see a problem now? Best Regards,
Sincerely,
*** *** *** *** ***
Customer purchased our software on 1/8/and they did purchase a satisfaction guarantee on-site. What that entails is that someone from our company will fly to customers facility to train them on the software. The customer then has days to use the software and a day return
period after that. Customer had their on-site on 2/5-2/6/and requested a refund 7/18/which was out of their return period. We spent hours working with them after that to help get the software up and running for them Our CRM shows interactions from the date they requested a refund, helping them get things set up/resolved. In October one of our technicians was working with the customer to resolve the issue, they pulled a copy of the database and were not able to reproduce the issue they were having on ourside. They then called back with a developer to look over it and needed a password but the customer would not give the password as they had decided to be done and move away from Fishbowl. A few months later they emailed in again asking for a refund of the software and the EVP of our company said they were not eligible for a refund as the return period had passed but said :’’ That said, our best option is to see how we can help make Fishbowl work for you if you are willing to give it a shotIs that something you want to peruse? Just let me know how you would like to proceed so I can get things started on my end. “ The customer replied saying that they did not want to continue using our software. We have thousands of customers, our company included, that use our software daily and do not have problems. Again, we are more than willing to help them out but the refund period has passed. I have attached the signed license agreement that states our return period (section and 1.5). If you have any questions at all please let me know!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Attached is a sample of an email I received per your request.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Unfortunately I do not know the title of the person that addressed my complaint, but regardless they failed to address how they plan to better train their staff. As stated in my original complaint, I will call a spade a spade. To prove my point I'll attach actual emails that show that if they can read and comprehend the English language then they choose to not have any aptitude for attention to detail. In the email attachment titled "Cost Method Question for Safari Helicopters" I've highlighted text in my original inquiry that "I redid my database and selected FIFO as the costing method" and that my issue was that FIFO method was not being utilized. They requested that I check which costing method was selected. I attached a screen capture showing that the "Costing Method: FIFO Costing" was indeed selected as I stated in my original inquiry. Further down in the responses I've highlighted their response, to which they stated: "Go to the accounting module>tools>module options>costing and let us know what it says there for your costing method." They made that same request at time stamp 5:38 AM and here it is again at 1:05 PM after I'd already provided the information more than once to them. Example number two: See email attachment "Assistance for Safari Helicopters." I submitted my request for assistance and attached a screen capture clearly detailing my issue. Furthermore, I included a text box stating "Every one of these items have been marked unavailable in both the Parts and Product modules i.e., the "Active" box is unchecked..." They then replied that "The only way to make a part/product go away is if you uncheck the active box and then save, it will disappear." First, I DID uncheck the Active box and NO it will NOT disappear! This is further compounded by the last attachment titled "Quick Question from Safari Helicopters" where the director of customer support fails to read their own techs replies before providing me with a response that contradicts the support tech. And I'm unprofessional!?!?! I am paying for a certain level of service and I've tried to reach out to this company (as stated in my original complaint) to rectify the situation in the future, but there is no visible change in the substandard level of service my company is receiving. I've spent too many man hours configuring my company's inventory system to cancel my subscription and have to work with what I have, but I will not stand for substandard service and will utilize all available resources at my disposal to ensure that any unacceptable service is addressed and recorded. Based on this company's reply, I don't expect anything more to be done on this issue by the tone of their response.
Sincerely,
[redacted]
[redacted], again we are really sorry for the issues that you have had. As I review the emails attached and in your account I do understand your frustration. We are working extensively with the team to make sure that this does not continue to happen moving forward and that they thoroughly read through the email before responding. Starting April 1st you will have a new Customer Service Director, Caden T[redacted], if you have any issues moving forward please email it to him immediately so that he can work on it. His email address is caden.t[redacted]@fishbowlinventory.com. Likewise, if you find that the response is better we would love to hear positive feedback.
I was very sorry to hear the complaints that this customer had. I spoke with the VP of Support and he is going to talk to the team about ways they can improve. Because we are a software company, unfortunately our software does occasionally have bugs. We try to fix them and release...
a new version as soon as possible to help our customers out but that can sometimes be a month or two. As for support, I had a different director Zach S[redacted] try to reach out to [redacted] and he was not able to get a hold of him. Sometimes working via email can be difficult and confusing to get the point across but it is unfair and very unprofessional to say that our technicians can't "read and comprehend the english language". They are doing their best and are dealing with dozens of customers issues each day. Unfortunately, I'm not able to solve all of the issues through this complaint but will have someone reach out again first thing Monday morning to help [redacted] with any outstanding issues that he has.
Our support team is still working extensively with [redacted] on this issue. The reason they were able to reproduce it when Voonami was logged in is they were on their workstations. When we pull the database to our local computers we are not able to reproduce the issue. Our development and Tier 2 team took another copy of the database to continue to test. Their company is still able to work and aren't completely down they just have a few products that take 10-15 seconds to load. Unfortunately, we wish it was just a simple fix but we are doing all that we can to help resolve this.
Our support team is still working extensively with [redacted] on this issue The reason they were able to reproduce it when Voonami was logged in is they were on their workstations When we pull the database to our local computers we are not able to reproduce the issue Our development and Tier team took another copy of the database to continue to test Their company is still able to work and aren't completely down they just have a few products that take 10-seconds to load Unfortunately, we wish it was just a simple fix but we are doing all that we can to help resolve this
Complaint: [redacted] I am rejecting this response because:Unfortunately I do not know the title of the person that addressed my complaint, but regardless they failed to address how they plan to better train their staffAs stated in my original complaint, I will call a spade a spadeTo prove my point I'll attach actual emails that show that if they can read and comprehend the English language then they choose to not have any aptitude for attention to detailIn the email attachment titled "Cost Method Question for Safari Helicopters" I've highlighted text in my original inquiry that "I redid my database and selected FIFO as the costing method" and that my issue was that FIFO method was not being utilizedThey requested that I check which costing method was selectedI attached a screen capture showing that the "Costing Method: FIFO Costing" was indeed selected as I stated in my original inquiryFurther down in the responses I've highlighted their response, to which they stated: "Go to the accounting module>tools>module options>costing and let us know what it says there for your costing method." They made that same request at time stamp 5:AM and here it is again at 1:PM after I'd already provided the information more than once to themExample number two: See email attachment "Assistance for Safari Helicopters." I submitted my request for assistance and attached a screen capture clearly detailing my issueFurthermore, I included a text box stating "Every one of these items have been marked unavailable in both the Parts and Product modules i.e., the "Active" box is unchecked..." They then replied that "The only way to make a part/product go away is if you uncheck the active box and then save, it will disappear." First, I DID uncheck the Active box and NO it will NOT disappear! This is further compounded by the last attachment titled "Quick Question from Safari Helicopters" where the director of customer support fails to read their own techs replies before providing me with a response that contradicts the support techAnd I'm unprofessional!?!?! I am paying for a certain level of service and I've tried to reach out to this company (as stated in my original complaint) to rectify the situation in the future, but there is no visible change in the substandard level of service my company is receivingI've spent too many man hours configuring my company's inventory system to cancel my subscription and have to work with what I have, but I will not stand for substandard service and will utilize all available resources at my disposal to ensure that any unacceptable service is addressed and recordedBased on this company's reply, I don't expect anything more to be done on this issue by the tone of their response Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Attached is a sample of an email I received per your request Sincerely, [redacted]
***, again we are really sorry for the issues that you have had As I review the emails attached and in your account I do understand your frustration We are working extensively with the team to make sure that this does not continue to happen moving forward and that they thoroughly read through the email before respondingStarting April 1st you will have a new Customer Service Director, Caden T***, if you have any issues moving forward please email it to him immediately so that he can work on it His email address is caden.t***@fishbowlinventory.com Likewise, if you find that the response is better we would love to hear positive feedback
Like I had stated in my previous response, every time that we pulled a copy of the database on our end and tried to reproduce the issue that happened we were unable to do so making it very difficult to solve Our technicians did remote on and see the problem but that was after the issue had occurred, we were never able to see it happen therefore making it so that there are several different variables that come in to play (ie, quickbooks database, user error, etc) I have been at Fishbowl for years and work in both Fishbowl and QuickBooks every single day and have not had this problem occur The customer is over a year out of their return period a refund is not an option but I can have someone call ASAP to continue troubleshooting if the customer is willing If not, I'm not sure what else to do at this point but we have a signed legal contract that states our return policy that the customer has signed Please let us know how to proceed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Fishbowl support has fixed this issue. I would like this complaint to show that Fishbowl resolved this problem
Sincerely,
*** *
We are aware of the issues our customer is having and our team has been working extensively on trying to figure out what is going on The problem that the customer is having is that when they open certain products on their machine it's taking up to seconds to load We have tested
their same database on our end and are unable to reproduce the issue We are doing all that we can but unfortunately it's not just a simple fix because we aren't able to see the same issues that *** is havingThe customer is asking for a refund of $1, They did purchase a renewal of their support contract on 3/9/and a shipstation plugin and we have not received payment on our end We continue to support him even though his contract is months out of renewal without payment Typically that is $per hour worked and we have worked several hours over that We could have sent him to collections or withheld support but we continue to help him out to try and get this resolved Again, as I stated earlier as much as we wish it was a simple fix, it isn't We haven't had this issue with any of our other customers and we are doing our best to resolve the problems that he is having
I would like to see an example of the email If this practice is happening I need this to ensure it stops
We have no record of this person anywhere in our system. In order to send this person emails, he/she would need to exist in our CRM. We also do not send daily or even weekly emails to anyone for any reason and we never have done so. It is possible there is confusion as we are not
the only Fishbowl software in existence. In the absence of any copies of emails that are being referenced, there is no way for me to properly respond. Please take the time to send the actual evidence of emails
Complaint: ***
I am rejecting this response because:The main issue is a support agreement was executed between our companies, and Fishbowl did not provide a solution in a timely manner Our company was performing a simple one way sync with your softwareA Fishbowl technician was remotely logged into our cloud and was shown each transaction that was being duplicatedThe company file was then provided to your team, and confirmed Fishbowl would look into the issue After months Fishbowl failed to provid a solution or explanation Many review boards also show Fishbowl has other clients experiencing the same problem How can you state that you did not see a problem now? Best Regards,
Sincerely,
*** *** *** *** ***
Customer purchased our software on 1/8/and they did purchase a satisfaction guarantee on-site. What that entails is that someone from our company will fly to customers facility to train them on the software. The customer then has days to use the software and a day return
period after that. Customer had their on-site on 2/5-2/6/and requested a refund 7/18/which was out of their return period. We spent hours working with them after that to help get the software up and running for them Our CRM shows interactions from the date they requested a refund, helping them get things set up/resolved. In October one of our technicians was working with the customer to resolve the issue, they pulled a copy of the database and were not able to reproduce the issue they were having on ourside. They then called back with a developer to look over it and needed a password but the customer would not give the password as they had decided to be done and move away from Fishbowl. A few months later they emailed in again asking for a refund of the software and the EVP of our company said they were not eligible for a refund as the return period had passed but said :’’ That said, our best option is to see how we can help make Fishbowl work for you if you are willing to give it a shotIs that something you want to peruse? Just let me know how you would like to proceed so I can get things started on my end. “ The customer replied saying that they did not want to continue using our software. We have thousands of customers, our company included, that use our software daily and do not have problems. Again, we are more than willing to help them out but the refund period has passed. I have attached the signed license agreement that states our return period (section and 1.5). If you have any questions at all please let me know!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Attached is a sample of an email I received per your request.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Unfortunately I do not know the title of the person that addressed my complaint, but regardless they failed to address how they plan to better train their staff. As stated in my original complaint, I will call a spade a spade. To prove my point I'll attach actual emails that show that if they can read and comprehend the English language then they choose to not have any aptitude for attention to detail. In the email attachment titled "Cost Method Question for Safari Helicopters" I've highlighted text in my original inquiry that "I redid my database and selected FIFO as the costing method" and that my issue was that FIFO method was not being utilized. They requested that I check which costing method was selected. I attached a screen capture showing that the "Costing Method: FIFO Costing" was indeed selected as I stated in my original inquiry. Further down in the responses I've highlighted their response, to which they stated: "Go to the accounting module>tools>module options>costing and let us know what it says there for your costing method." They made that same request at time stamp 5:38 AM and here it is again at 1:05 PM after I'd already provided the information more than once to them. Example number two: See email attachment "Assistance for Safari Helicopters." I submitted my request for assistance and attached a screen capture clearly detailing my issue. Furthermore, I included a text box stating "Every one of these items have been marked unavailable in both the Parts and Product modules i.e., the "Active" box is unchecked..." They then replied that "The only way to make a part/product go away is if you uncheck the active box and then save, it will disappear." First, I DID uncheck the Active box and NO it will NOT disappear! This is further compounded by the last attachment titled "Quick Question from Safari Helicopters" where the director of customer support fails to read their own techs replies before providing me with a response that contradicts the support tech. And I'm unprofessional!?!?! I am paying for a certain level of service and I've tried to reach out to this company (as stated in my original complaint) to rectify the situation in the future, but there is no visible change in the substandard level of service my company is receiving. I've spent too many man hours configuring my company's inventory system to cancel my subscription and have to work with what I have, but I will not stand for substandard service and will utilize all available resources at my disposal to ensure that any unacceptable service is addressed and recorded. Based on this company's reply, I don't expect anything more to be done on this issue by the tone of their response.
Sincerely,
[redacted]
[redacted], again we are really sorry for the issues that you have had. As I review the emails attached and in your account I do understand your frustration. We are working extensively with the team to make sure that this does not continue to happen moving forward and that they thoroughly read through the email before responding. Starting April 1st you will have a new Customer Service Director, Caden T[redacted], if you have any issues moving forward please email it to him immediately so that he can work on it. His email address is caden.t[redacted]@fishbowlinventory.com. Likewise, if you find that the response is better we would love to hear positive feedback.
I was very sorry to hear the complaints that this customer had. I spoke with the VP of Support and he is going to talk to the team about ways they can improve. Because we are a software company, unfortunately our software does occasionally have bugs. We try to fix them and release...
a new version as soon as possible to help our customers out but that can sometimes be a month or two. As for support, I had a different director Zach S[redacted] try to reach out to [redacted] and he was not able to get a hold of him. Sometimes working via email can be difficult and confusing to get the point across but it is unfair and very unprofessional to say that our technicians can't "read and comprehend the english language". They are doing their best and are dealing with dozens of customers issues each day. Unfortunately, I'm not able to solve all of the issues through this complaint but will have someone reach out again first thing Monday morning to help [redacted] with any outstanding issues that he has.
Our support team is still working extensively with [redacted] on this issue. The reason they were able to reproduce it when Voonami was logged in is they were on their workstations. When we pull the database to our local computers we are not able to reproduce the issue. Our development and Tier 2 team took another copy of the database to continue to test. Their company is still able to work and aren't completely down they just have a few products that take 10-15 seconds to load. Unfortunately, we wish it was just a simple fix but we are doing all that we can to help resolve this.