Michigan Oral & Maxillofacial Surgery

We have tried everyday since 3/30/to log in to our Bottom Line Software Program and we receive an error code on the screen preventing us to do so I have attached a picture of the error that we get(as stated on the screen, after reading the error code pressing enter to continue, as it states to do, takes us out of the log on screen) The original error code on 3/30/was 21103dd Everyday that I try to log in, the error code is going up numerically...Today the error code given is 21124dd and instructs me to contact Bottom Line support Upon calling Bottom Line support, we are told that our technical support has expired and we must purchase the upgrade to get the one year support As stated in an earlier email to you, on 4/11/we called Bottom Line Service to provide a credit card number over the phone to purchase the upgrade in order for us to log in to our system, but Bottom Line refused to accept our payment We also sent an email to Bottom Line requesting to make the purchase with no responseWe have been unable to log into our Bottom Line system since March 30, to retrieve our customer information that is needed for our daily business Please see the attached picture of the log on screen that we continue to get dailyAny recommendations on how to proceed?Thank You, [redacted]

In response to this complaint, we would like to explain our company policy as to our support services and pricing of our softwareWhen a customer purchases a non-transferable, nonexclusive software license from us (whether it be a first time user or an established customer who is upgrading to our newest software), they receive one entire year of unlimited support from the date of purchase as described on our web siteThe new software, support and maintenance are all bundled together in one priceThis is described for the public to see on our web site for world-wide reviewOur prices for the software are a one time charge and does not include a monthly renewal feeThis is also described on our web site for all to seeThe complainant has been our customer since This customer last purchased a new software upgrade from us on June 17, 2014, which included year of unlimited technical supportThe technical support subscription that was reinstated by the software upgrade purchase on June 17, expired June 16, The complainant contacted our support staff with a problem on June 17, We informed them that their technical support had expired, but we solved their issue completely anyway, the very morning they contacted us for helpNow, on April 1, they again have an issue that they want us to assist them withTheir support subscription expired months ago on June 16, and they did not renew itThere are no such thing as an "unlock code" in the version of our software that they are currently running

In response to this complaint, we would like to explain our company policy as to our support services and pricing of our software. When a customer purchases a non-transferable, nonexclusive software license from us (whether it be a first time user or an established customer who is upgrading to our...

newest software), they receive one entire year of unlimited support from the date of purchase as described on our web site. The new software, support and maintenance are all bundled together in one price. This is described for the public to see on our web site for world-wide review. Our prices for the software are a one time charge and does not include a monthly renewal fee. This is also described on our web site for all to see. The complainant has been our customer since 1999. This customer last purchased a new software upgrade from us on June 17, 2014, which included 1 year of unlimited technical support. The technical support subscription that was reinstated by the software upgrade purchase on June 17, 2014 expired June 16, 2015. The complainant contacted our support staff with a problem on June 17, 2015. We informed them that their technical support had expired, but we solved their issue completely anyway, the very morning they contacted us for help. Now, on April 1, 2016 they again have an issue that they want us to assist them with. Their support subscription expired 10 months ago on June 16, 2015 and they did not renew it. There are no such thing as an "unlock code" in the version of our software that they are currently running.

We have tried everyday since 3/30/16 to log in to our Bottom Line Software Program and we receive an error code on the screen preventing us to do so.   I have attached a picture of the error that we get. (as stated on the screen, after reading the error code pressing enter to continue, as it states to do, takes us out of the log on screen)  The original error code on 3/30/16 was 21103dd.  Everyday that I try to log in, the error code is going up numerically...Today the error code given is 21124dd and instructs me to contact Bottom Line support.  Upon calling Bottom Line support, we are told that our technical support has expired and we must purchase the upgrade to get the one year support.  As stated in an earlier email to you, on 4/11/16 we called Bottom Line Service to provide a credit card number over the phone to purchase the upgrade in order for us to log in to our system, but Bottom Line refused to accept our payment.  We also sent an email to Bottom Line requesting to make the purchase with no response. We have been unable to log into our Bottom Line system since March 30, 2016 to retrieve our customer information that is needed for our daily business.   Please see the attached picture of the log on screen that we continue to get daily. Any recommendations on how to proceed?Thank You,[redacted]