Idatalabs

Thanks *** for taking the time to respondI see you bring up two separate set of issues from your perspective. a) Refund for the data you received. b) Your experience with our sales representativeYou mention few times how you were unhappy with the delays in responding to your query. Each of these is a serious and important issue, I would like to address each of these separatelyBefore I respond further, let me know if you prefer to have a quick call to discussI'm available to talk next week most days in the mornings (PST).Regards,Lokesh

Hi-Thanks for getting back to me. A call would be great- I can be reached at ***Thanks,***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Thanks for bringing this to our attention, we had our team look into this complaint, and here's our assessment.Firstly, some context on iDatalabs. We provide our customers with data on the different technologies a company uses. Companies change technologies almost as much as people change jobs...

creating a short delay before we can update our database ultimately making our data sets on average 90% accurate, which we disclose in conversation. Because of this commit to refunding customers for any errors they find in our data.   On July 7, 2017 [redacted] purchased a filtered data set on 46 customers using Workday Financials (total coverage at the time 1,960) for $138.   From July 18th to September 7th the account manager sent emails and phone calls inquiring about [redacted] satisfaction.   On September 20th [redacted] responded to the account manager handling the transaction:   “I know we had some trouble connecting, but I’ve now accepted a job with a full time company and the dataset is not useful to me. I’m writing to request a refund.”   The Account Manager set up a conference call with [redacted] and the VP of Sales at iDatalabs. During the conversation [redacted] was reminded of iDatalabs refund policy. Both the VP and the Account Manager committed to giving [redacted] a refund for any inaccurate [redacted] can surface. [redacted] agreed this would suffice and said he would send us the inaccurate data. Yet, we did not hear from [redacted] until October 25th when he wrote to the account manager.   “I’m reaching out once more before I pursue other avenues.  It’s been awhile, but at the end of the day I never got an accurate dataset.  I want to be transparent that I’m looking for a refund on this.  Please let me know what we can do.”   A follow up call and email was placed to [redacted] on October 31st to which he then informed us our data was inaccurate because it’s missing companies he knows uses Workday and included consultants who implement Workday (which we have coverage on because they use Workday in house). We asked [redacted] to provide a list of which records are incorrect to verify our data source for accuracy and told him that we would refund him for the few consultants we have coverage on even thou they do use Workday and he did not originally specify that he wanted to remove these accounts.   On November 9th [redacted] informed us he lost the data. We helped him find it to which he replied:   “Attached is the spreadsheet with my notes.  Note that 13 out of the 46 are known errors, and I know of several missing off the top of my head ([redacted]).  I have no way to confirm the others are in error or correct, except for the several that I know are correct.  Bottom line, I can’t rely on the dataset.”   We gave the data set and the notes to our data science team to verify [redacted] notes. Note** we don’t provide coverage on every customer using a specific product, only the ones we have a strong confidence in (this was explained to [redacted] before our purchased and in the call with the VP of Sales.   On December 5th the account manager responded to [redacted] with the following:   “After evaluating the 14 highlighted companies in the document you sent, our data scientists confirmed that 11 of them are consulting companies, 3 of them are questionable.  So I'm processing a partial refund back to you for these 14 companies.  You should expect a refund of $42 ($3 per company) in the next few business days.”   To which [redacted] replied,   “Okay, this isn’t going to work.  Jeanne, if we can’t work out a full refund I’m just going to file a Revdex.com compliant.”   On December 13th, [redacted] wrote the VP of Sales:   “I understand Jeanne was trying to help here and balancing various constraints, but I’m very annoyed at this result.  The data originally provided was wrong, both incomplete and inaccurate.  That means it was useless to me.  We had a call and you both said you wanted to make it right, and I appreciated that very much.  I understand I was slow to respond to further emails, but so was Jeanne, and at one point she didn’t show to a meeting she had scheduled (it happens, I get it).     To tell me now I can only get a refund of the errors I can prove feels very sleezy, especially since there are likely other errors I can’t prove and the amount of errors means the entire dataset was useless to me.  I don’t think asking for a full refund is unreasonable, especially given that we are talking about $150.” Can [redacted] confirm the above details covers everything, based on which our team can further respond.

Complaint: [redacted] Thanks for the response.  There are a plethora of pieces of information left out here, so let me clarify:  ·      First, saying you have 90% accuracy without objective proof is meaningless.  My dataset was at least below 65% accurate, and that’s only the ones common sense says are wrong, not to mention the plethora of missing information.  If you are really 90% accurate, you’d think you’d be a little more embarrassed by the gross mistakes here (such as listening to the same company three times- [redacted]).  Since you aren’t embarrassed by this at all, the 90% sounds like a bunch of smoke.·      You’re response makes it sound as if I was not responsive, but neglects to point out the multitude of times your representative took over a week to respond, or did not respond at all until I sent a second follow up email.  You’re response also doesn’t acknowledge that your team also scheduled a meeting, then didn’t show up for the meeting or provide any kind of notice prior to the meeting that she wouldn’t show up.  In short, when you say that I did not respond until I had a job and no longer needed the data I paid for and you never provided, what you really mean is I didn’t babysit your team constantly until they actually got the data.·      When the data is this bad, it’s useless.  Providing a dataset with over 35% errors means the dataset can’t be relied upon for anything.  Simply refunding for the known errors (which are indicative of more unknown errors) doesn’t make the customer whole, it just charges the customer to correct your mistakes. ·      At no point did your team explain over the phone that refunds aren’t provided.  They did explain that they were committed to making this right and wanted to make sure I am happy- which clearly wasn’t the case since we are fighting over less then $150 when I have been given nothing of substance.   Either way, the fact remains that I paid for a dataset which I never got in usable form.  You have money for a service you never provided, and have not answered the reasonable question of why should you keep money you did not earn. Sincerely,[redacted]