Mitchell International Inc

Review: We pay for services from Mitchell International Inc. for a photo service. We have been calling them for over 3 days to their customer service/ technical support phone number 1-800-448-4401. having to explain the service they sold us. Their tech department has not called us back for 3 days now. We are having to call over and over for someone to get support and they don't even know what products that we have. at this moment we are still waiting on a call back after being disconnected. At this point we have been hung up on 6 times not even with a return called. Held for over 7 hours, at least. We are extremely upset. We want our product we pay for to work and work correctly. We want Mitchell International Inc. to make their product whole and working correctly today. Especially since it hasn't been working for over a week. We have been complaining for 6 weeks that the software and hardware wasn't correctly working and now the software and hardware that was all purchased from Mitchell international Inc. is not working at all.Desired Settlement: We want Mitchell International Inc. to make their product whole and working correctly today. Especially since it hasn't been working for over a week. We have been complaining for 6 weeks that the software and hardware wasn't correctly working and now the software and hardware that was all purchased from Mitchell international Inc. is not working at all.

Business

Response:

One of our Account Managers has already addressed this customer's concern. In summary, customer

needs a new server. You will find all the details and explanation in the email below which was sent to

the customer on September 4, 2014 at 5:32PM.

Additional To: [redacted]

CC:

BCC: [redacted]

Attachment: 1674425199.wav

Subject: [redacted]- Fast Photo Issue [ ref:_[redacted]

Body:

Hello [redacted] and [redacted],

It appears we have (2) separate issues at the moment regarding Fast Photo and perhaps a 3rd:

1) Your server went down, our techs discovered that the hard drive died and your server needs to be replaced.

2) [redacted] wants to return the cameras that were purchased by [redacted] back in May of this year.

*Maybe 3) The last couple of cases you have regarding photos getting hung up between sending from the camera to

the server may actually have something to do with your in-house network.

Regarding the first issue, your current server is not under warranty and hasn't been for some time. You purchased

the server back in 2010 the warranty that came with the purchase was for 1 year, and even if the extended warranty

of 36 months was purchased, the server wouldn't be covered from when you called in about the issue. We can help

facilitate the new server purchase by offering you a new one for $1,100.00 (before tax and shipping).

In regards to the second issue, please listen to the attached phone conversation from when [redacted] called into Mitchell

on 5/8/2014 around 8:40 am. We have a detailed recollection of when the call came into our frontline then on to tech

support and finally where [redacted] ended the call with your inside sales rep, [redacted]. According to [redacted] from a

conversation I had with him this week, our Tech Support pressured you guys into buying these new cameras, not

once did I hear that in the call.

In fact, when [redacted] is transferred to Technical assistance our rep tells her we cannot

repair or refurbish the cameras, we only handle the technical side (like making sure the cameras and server are

connected to one another) and that he will transfer to sales so [redacted] can purchase the new cameras. [redacted] is

transferred to our inbound sales specialist, [redacted] Boyd, who goes over the warranty with [redacted] and it is established

and acknowledged by both parties that your cameras are not on warranty and that you will need to buy new cameras

if you choose. [redacted] transfers to [redacted] your territory's inside sales rep and when [redacted] is speaking with [redacted]

she mentions that 2 of the 3 cameras you have are already working, they are not broken, but you were looking to get

them refurbished if you could or buy new ones if you couldn't. It is established that we will not refurbish them and that

new cameras will need to be purchased. The call ends due to [redacted] needing to take some time to get the correct

pricing for [redacted]. [redacted] gives [redacted] her number and the call ends. Moments later a contract is signed for 2

cameras by [redacted] and the transaction is completed.

Moving forward we can sell you a new server which will come with a new 1 year warranty on it and make sure the

cameras you have and bought are paired to it, be aware; however, this may not fix the issue of the photos getting

hung up between taking the photo and sending it to the server. Once the new server is setup and the cameras-are

paired to it, we can monitor to see if the hang up issue persists and trouble shoot it with your tech support or whoever

helps maintain your in-house network.

Please let me know what you would like to do moving forward, we understand that you are down right now and we

would like to expedite the resolution as quickly as we can.

APD [redacted] South Territory

Mitchell International Inc. 800-448-4401 -- Option 4 1 [redacted] I mitchell.com

We are still waiting on customer's response.

Please let us know if we can be of any further assistance.

Thanks,

"'[redacted]

Mitchell I 800.448.4401 Option * I fax: 858.547.5488 I [redacted]

Review: Mitchell was unable to provide in a timely manor a product that we agreed to purchace . ( [redacted] ) They were contacted repeatedly to correct the problem and were unsuccessful . We notified them that we were cancelling our need for there product and they then have contiued to invoice our company for a service that has never worked and notified me that they have a contract that when I looked at it was e-signed by one of my employees who is not authorized to enter into any agreements of any kind. When I asked this employee about it he informed me that they told him he had to E- sign this to get the frame specs he needed sent to him becuase the service we had purchaced was not working. After speaking with there customer service dept. about the issue they sent us a (Buyout Figure) as a solution.Desired Settlement: I do not believe we owe Mitchell anything . I sent e-mails requesting they respond to the mishandling of our account and never received a reply. I am requesting they acknowlage the termination of the service and a zero balance on our account.

Business

Response:

We have received your response regarding our decision to uphold the terms of your TechAdvisor contract. Mitchell values your business and has provided support and information when it was requested. We had hoped to come to an agreeable solution in order to maintain our long-term business relationship. We would like to better understand your concerns and continue to work with you regarding successful use of your TechAdvisor. The issues you have submitted to the Revdex.com are each addressed below.

Issue 1: “Mitchell was unable to provide in a timely manor [sic] a product that we agreed to purchace [sic].”

Your contract was signed on March 26, 2014 and your activation and first editorial service was received on the same day, March 26, 2014.

Issue 2: “They were contacted repeatedly to correct the problem and were unsuccessful.”

You contacted us on April 17, 2014 regarding a billing issue and on April 22, 2104 you were contacted that we were researching your request. On April 24, 2014 we contacted you with the information that you did have the same package as before, but there was a price increase. (The price is clearly stated on the contract.) It was also made clear that because we value your business you received a 35% discount on your subscription.

You contacted our TAC support on May 14, 2014 and we assisted you and verified that your TechAdvisor Frame and Dimensions was working. On May 19, 2014 our TAC support assisted you successfully with your Log In. We also provided Editorial information on this date. On June 18, 2014 you received Total Loss assistance. July 28, 2014 we verified that a Total Loss was submitted and on August 13, 2014 we assisted you with a Valuation Request.

Issue 3: “We notified them that we were cancelling our need for there [sic] product and they then have contiued [sic] to invoice our company for a service that has never worked and notified me that they have a contract that when I looked at it was e-signed by one of my employees who is not authorized to enter into agreements of any kind. When I asked this employee about it he informed that they told him he had to E-sign [sic] this to the frame specs he needed sent to him because the service we had purchased was not working.”

The technical support issues are addressed under Issue 2 and by their account, the subscription was operational.

Your cancellation request was received June 18, 2014. We set your account for non-renewal so your current subscription would expire on your contract end date of March 25, 2017. Mitchell’s contracts are legally binding and we sent you our standard Buyout Offer, stating this fact and providing the dollar amounts to buyout your contract with a discount of 6.7%, which you did not accept. At this time we have not received a payment since April 8, 2014: Your account is 118 days past due and in danger of going to collections. We are willing to offer you a 20% discount to buyout your remaining contract.

The contract was signed via [redacted] by a representative of your company, [redacted]. Our contract clearly states:

“The person executing this Agreement on behalf of Customer hereby represents and warrants that he/she is duly authorized by Customer to enter into this Agreement on behalf of Customer. Execution of this Agreement by Customer confirms that Customer has received and was provided an opportunity to review the entire Agreement (all pages and Exhibits).”

After careful consideration, we have decided to stand by our decision to uphold your contract. This will be our final decision on the matter. We apologize that you are unhappy with TechAdvisor, but believe we provided you with the service and information your shop needed to make an informed decision regarding this purchase We hope we can work together to avoid collections and rebuild our business relationship.

Sincerely,

APD-CRG Account Manager, Central Territory

cc: [redacted], Revdex.com

Encl: Attachment of this letter and copy of Revdex.com Complaint

Review: Being billed for an item not purchased along with no contact from company to let me know why I am being billed for having an account but am not assigned an account number and also was only on a free trial that did not last for more than 1 day. I have called multiple times with no resolution but with a reply that I would be contacted back to cancel my account but no call.Desired Settlement: For the bill to be adjusted to show no money due and for my account to be closed.

Business

Response:

Revdex.com Case #: [redacted] Dear [redacted]: We have received your response regarding your claim of being billed for a product not purchased. We have taken care of this by cancelling the subscription and nullifying the open invoice. You will no longer be charged under this subscription. The issues you have submitted to the Revdex.com are each addressed below. Issue 1: “Being billed for an item not purchased…” On 6/8/2015 Repaircenter was downloaded as a free trial. However, several products were ordered from the Mitchell tool store within the RepairCenter product. Most of these are free, but the CollisionBiz PDP (ProColor Data Pump) has a $50.00 /monthly fee associated with it. A confirmation email was sent to [redacted], confirming purchase. On 6/16/2015 a call was made to Mitchell to inform us that a purchase was never made. The service was cancelled within 24 hours and the invoice was waived with no charge. Issue 2: No contact from company to let me know why I am being billed for having an account but am not assigned account number For an online purchases made through the tool store for using a third party application through RepairCenter , Mitchell contacts via email confirmation. At the time of purchase a Mitchell account number was assigned (1009418) Issue 3: “I have called multiple times with no resolution but with a reply that I would be contacted back to cancel my account but no call.” The service was cancelled 6/17/15 after speaking with your Customer Success Representative and the open invoice closed with no payment. We considered the matter closed since we acted immediately to rectify the situation, with no follow ups needed. We apologize for any confusion this has caused, but believe that we handled this issue promptly once informed. Sincerely, [redacted] APD-CRG Account Manager, South Territory cc: [[redacted]], Revdex.com Enc: Attachment of this letter and copy of Revdex.com Complaint

Review: I purchased a software program that has been completely unusable for my business. I have had multiple conversations to try to resolve the problems. This company offers a online program to learn their system. I can't access it, the problem is on their end. I have continued to make my monthly payments to keep good faith. I am now being ignored and still getting no help.Desired Settlement: I want my contract terminated without any further payments or penalty's.

Business

Response:

Hi [redacted],

Regarding case [redacted], we decided to respond to the customers complaint directly. Our account management and sales team is currently working with the customer.

Please let me know if need any more information.

Best,

[redacted] | Supervisor, Account Management