IDEXX Distribution, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Their response is outrageousTrying to cut the patient "out of the loop" should never be allowed as an acceptable business practiceIf they don't want to deal with the public, they should get out of this business and find something else This seems more like an attempt to perpetuate cancer treatments than to cure the diseaseUnless pet owners can directly contact such organizations, there is no point in having them involved
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Once again I can say that we never received the disc with our program and one of the first times I have mentioned it to your company a year or so ago I was told it was left with us during the setup but now you are saying it was mailed out to us?  Regardless of the approval of the fees it was because our program had to be reloaded and IT guy did not say that it was due to any corruption to the Windows since the computer already had the program on it previously it makes no sense to say there was a problem with the computer. It had never had any problems the first time with the program. $170/ 15 minutes is practically extortion and excessive. You should take pride in your program and stand behind your program. 
Regards,
[redacted]

Thank you for bringing this complaint to our attention. I can understand frustration when you receive lab results and have questions about them. [redacted] is the pets owner, and we generally don’t discuss lab results directly with them. We work directly with our Veterinarian partners to...

provide lab results for them to provide their professional diagnosis and treatment plans. We will be contacting [redacted] to ensure they have all the tools necessary to answer any questions Mr. [redacted] has. Thank you, [redacted] | IVSS - Customer Relations Team | Companion Animal Group |

Thank you for your feedback.  We understand the frustration when there has been a compromised server and the costs associated.   IDEXX values your business and is interested in the satisfaction of the support that you receive.   In January of 2012 your clinic purchased and...

began using IDEXX [redacted] software.  Our records indicate that a CD was shipped during the original sale, as is our standard procedure.  This CD contained all of the necessary files needed to install [redacted] at a later time. We recognize that network security is a big concern for our customers and make efforts to provide support.  For example, in January 2014 we provided you with a fax entitled “Network Security Recommendations” outlining our guidelines and offering solutions to access your server while offsite.   In addition, we offer a support contract for our [redacted] software which covers support, at affordable rates, for many types of risks that come from operating computer systems, including protection from viruses or being “hacked”. You also receive free updates to IDEXX [redacted] software while a support contract is active. When a customer chooses not to purchase a support contract, IDEXX can provide support based on hourly rates.  After you contacted us regarding your recent software issue, we provided a quote for our billable rates, which you approved.  At no point were we asked to stop assisting due to the amount of time spent troubleshooting, which was complicated due to the fact that your operating system was corrupted and no longer [redacted] compliant.  After being informed of your complaint regarding the bill we provided for our services, our customer service representatives initially reached out to you within five business days and, after further discussions with you regarding the issue and in light of your longstanding status as an IDEXX customer, offered a partial credit of $500 off our invoice.  At no time during that call, was there any dissatisfaction expressed over the amount of the credit.  Please know that your comments and concerns are welcomed and appreciated at any time.  The information you provided has been communicated and shared with IDEXX business areas for their review.