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Integrated Business Environment

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Please note I have been in regular correspondence with [redacted] on this matter and I attach in full all of the emails sent back and forth, belowAlso note he has never ever returned a phone call and despite giving him my cell number he has never called itHe called our main company line, a message server, one day prior to filing the complaint which as you can see is days after receiving my response by email (also never replied to) [redacted] consistently asked for fields to be moved around on the screen on the [redacted] app in ways which was contrary to how every other client was using the app and only gave information on these requirements after the previous set of demands to modify the application were met by usThis turned into a very lengthy expensive custom development process for us for software which was purchased "off-the-shelf" after an extensive number of demos and self-trials and for which [redacted] elected for the annual contract vsmonthlyDespite his election for an annual contract which per the contract is non-refundable I still offered 50% back which I believe is a very fair and generous offer after more than six months spent trying to meet his demands for software changes and customizations unique to his company and basically copying his previous spreadsheet layouts.I sympathize with ***' frustration but using language like "crap" in his email when software which was supposed to be evaluated and tested and purchased off-the-shelf has been customized, at no extra charge, to meet the client's specific requests, is equally frustrating, especially when the same client who sends back one liner emails saying our customized programming is "crap" fails to return any phone callsDespite this I am offering (as mentioned below sent 7/14) a 50% refund of what is essentially a non-refundable combined implementation fee and annual subscription.July 28, 2016Hi [redacted] - I am just checking if you received this?Thankyou, [redacted] On Jul 13, 2016, at 8:AM, [redacted] iBE < [redacted] > wrote:***,I understand your frustration equally I and my company have invested a huge amount of time, effort and money helping your to rationalize your data and rate structure (business consulting work delivered at no charge), loading up a ton of historical data, configuring and setting up the system, and then significantly rewriting the [redacted] application to meet your requirements (some of which have caused confusion and annoyance with other clients of ours)While you consistently maintained that your requirements were industry generic this was not the case, every client is unique and different, and your insistence on having everything “exactly so” and unwillingness to change anything from current practices caused us to invest a huge amount of time and money into the project and ultimately undermined the implementation.Of note, despite repeated efforts I was unable to get you onto a phone call in the last four months to work together on resolving the issues, resulting in back and forth of emails which is never an efficient way to solve problems.Per the contract we have no obligation to refund your annual up-front subscription however in the interests of maintaining a positive relationship I will refund you 50% of the total costIf you would rather give us another chance to deliver an [redacted] application which is satisfactory I am more than willing to do this but please can it be on the basis of an agreplan and communication strategy (e.gregular phone calls not just emails) between usI am not convinced you need a tool beyond the spreadsheets you use today however I would be more than happy to discuss what other options there are for you if you wish.Sincerely, [redacted] On May 26, 2016, at 10:PM, [redacted] < [redacted] wrote: [redacted] , having heard no response on the issue of having the software operate on our [redacted] mobile devices for nearly a month and considering that was our need right from the onset, I think it best if you issue a refundFurthermore, I request a full refund in this instance because that was expressly understood to be our need and IBE's deliverable I'm sure you will agree that we discussed this with you and your first-line salesman.*** Sent from my [redacted] smartphone -------- Original message --------From: [redacted] < [redacted] Date: 2016-05-2:PM (GMT-07:00)To: [redacted] < [redacted] Cc: [redacted] Subject: RE: Issues/enhancements are fixed in [redacted] v [redacted] ,It makes the most sense for our application when using [redacted] to have the ability to select the File, enter the Task and add Comment One thought would be to utilize the Select Department field for this, but stop that annoying pop up from blocking out that field.*** From: [redacted] Sent: May-04-2:PMTo: [redacted] Cc: [redacted] ***Subject: Re: Issues/enhancements are fixed in [redacted] vI see that .we will revisit the design to see about selecting project instead of taskThank youRegards, [redacted] CEO of www.ibe.net, [redacted] On May 4, 2016, at 4:PM, [redacted] < [redacted] wrote: I started the app, clicked on [redacted] and image -popped up Note that the software overlays (masks) the lowermost button Regardless, I clicked on Select Task and the plethora of tasks showed up per all the other photos included in my email These presumably correspond to each [redacted] Metallurgical file; but alas, there is no way of knowing which one Therefore, there is no way to ensure that the task is being matched to the correct file.*** From: [redacted] Sent: May-04-1:PMTo: [redacted] Cc: [redacted] ***Subject: Re: Issues/enhancements are fixed in [redacted] v***, Thanks for this feedbackWere you in the “Select task” popup? In other words did you just click on the assign task option prior to this popup coming? Regards, [redacted] CEO of www.ibe.net, [redacted] *** [redacted] On May 4, 2016, at 11:AM, [redacted] < [redacted] wrote: [redacted] , sorry for the delay in getting back to youWe've been pretty busy at this endAttached are some screenshots showing how the cell phone [redacted] interface appearsAs you can see it's crap.*** Sent from my [redacted] smartphone-------- Original message --------From: [redacted] < [redacted] Date: 2016-03-6:AM (GMT-07:00) To: [redacted] < [redacted] Cc: [redacted] Subject: Issues/enhancements are fixed in [redacted] v ***, We finally got your enhancements done in the [redacted] app v Can you please try upating your app to view the differences?I will go through the list and send a more detailed updateWe can schedule a quick chat sometime at your convenienceRegards, [redacted] CEO of www.ibe.net, [redacted] *** [redacted]

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