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 computerIt had never had any problems the first time with the program$170/ minutes is practically extortion and excessiveYou should take pride in your program and stand behind your program Regards, [redacted]
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 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 timeWe recognize that network security is a big concern for our customers and make efforts to provide support For example, in January 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 activeWhen 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 $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
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 computerIt had never had any problems the first time with the program$170/ minutes is practically extortion and excessiveYou should take pride in your program and stand behind your program Regards, [redacted]
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 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 timeWe recognize that network security is a big concern for our customers and make efforts to provide support For example, in January 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 activeWhen 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 $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