Monterrey Mexican Restaurant

Multiple contact/support requests from this customer have been responded to in a timely fashion at the time they were made very near to the time of the original purchase. As far as refunds, we have refunded two of the three licenses, even though these requests were received much later than our...

advertised 30 day money back guarantee. Due to the amount of time (110+ days) we are unable to refund the original third order.

We are in receipt of [redacted]'s complaint which was assigned an ID of [redacted]. I called [redacted] today and let him know that we attempted to process the refund but were unable to because the card we had on file was expired.  [redacted] provided his PayPal account and we sent him his...

requested refund today.Unless we hear otherwise we consider this matter closed.Thanks for bringing it to our attention and please feel free to contact me directly at [email protected] if you have any additional questions.Kind regards,Bill

We are in receipt of [redacted]’s complaint which was assigned an ID of [redacted] claims: A copy of the complaint is included below.  In summary, [redacted] claims that Siber Systems is responsible for an outsider that accessed her account.  She is requesting...

that Siber Systems reimburse her for lost monies on her gift cards.Our Response to [redacted]’s claim:First and foremost, our systems were not breached in any way.  The person that accessed [redacted]’s account gained access on the very first try with an accurate username and password.  In addition, in order to access her RoboForm data, the person also knew her Master Password, which is used by RoboForm to encrypt and secure any data stored within the program.The person accessing [redacted]’s account gained access to that account through known account information through no fault of Siber Systems.  We cannot be reasonably expected to protect users from outside influencers gaining access to account information which is leaked outside of our control.  In addition, if [redacted] had taken advantage of our additional Multifactor Authentication (MFA) option, which is made available for free to all RoboForm users, she most likely would have avoided this situation.  When using the MFA option, the only way to access her data would be from devices that she personally registered.  In other words, when users deploy this feature, only computers that contain the additional piece of authentication can access their account, no outsiders.[redacted] also claims that she did not know that the feature existed, which we cannot claim otherwise.  However, we went through great lengths to inform our users that this feature existed and was available to all users for free.  For example:1) We mention it in the Security section of our home page - http://www.roboform.com/ - as well as multiple areas throughout the website. 2) We have an entire page dedicated to our security which describes the feature in detail - http://www.roboform.com/everywhere-security3) We wrote a blog post when we released the feature - http://www.roboform.com/blog/multifactor-authentication and a second blog post when we offered a text option - http://www.roboform.com/blog/stay-protected-with-mulitfactor-authentication.  In addition, we mention the feature in numerous other blog posts.4) We talked about the feature several times on our social media channels including Facebook and Twitter.5) We wrote a press release talking about our new multifactor authentication security feature and widely distributed it on September 16, 2014.  6) We wrote another press release talking about upgrades to our new multifactor authentication security feature and widely distributed it November 10, 2015. 7) We created a post update page dedicated to our new multifactor authentication option and encouraged users to utilize this new feature.  Our post update page was shown to users for several months after they updated their software - http://www.roboform.com/landing/install-mf-auth.htmlIn summary, we feel terrible that someone was able to access [redacted]’s account.  But at the same time there’s no way we could have prevented it since:1) The user accessed her account on the very first try, so they knew her UserID and Password.  If they had made more than one failed attempt, our security systems would have prevented access and alerted [redacted].2) The user accessed her data by also knowing her Master Password.  We never know or store that information anywhere, so there’s no way the outsider could have possibly obtained that information from us.3) [redacted] did not have the Multifactor Authentication feature turned on.  If it were, this most likely would have been prevented.Therefore, we are politely denying any claim that we are somehow responsible for [redacted]’s misfortune and are not prepared to meet her desired settlement.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:SEP 1 9 2011[redacted] - [redacted]Margate, FL [redacted]Revdex.com1411 K St. NW, 10th Floor Washington, DC 20005-3404Phone: 202.1393.8000Fax: 2O2.393.1198.Email: info [redacted].org URL: http://www.Revdex.com.org/Washington-dc-eastern-paRef: RoboformDear Revdex.com,All my concerns in my complaint have not been addressed. Therefore, this issue still has not been resolved and Roboform refuses to address the other concerns. The fact of months going by with no response does not release Roboform of its obligation to provide service to long standing customers. The facts, are in Writing to you and clearly show that all my concerns have not been addressed.I disagree with your findings in which you stated Roboform addressed my all my concerns. This is clearly not true and should not reflect this on the Revdex.com Website,Await you written response by mail only.Regards,[redacted]PS. To date, I still do not have Roboform up and running on my computer due to a lack of response from them.
Regards,
[redacted]

We have since spoken to [redacted] via phone yesterday and he advised that RoboForm is now working as expected.

We are in receipt of [redacted]’s complaint which was
assigned an ID of [redacted]. My apologies to the Revdex.com as this should have never reached
the Revdex.com.  [redacted] purchased a license through an unauthorized third
party named [redacted] and never received his license.  As I researched this company I found that
they were not reputable.  See the [redacted] results below.Although we have not received any money from this
transaction, I called [redacted] earlier today, explained the situation, and sent
him a license for [redacted].  [redacted] seemed happy with the quick resolution and
should consider this a resolved case.Kind regards,Bill

We are in receipt of [redacted]’s response to our response to the complaint which was assigned an ID of [redacted] follow-up claims: A copy of the response is included below.  In summary, [redacted] claims that Siber Systems is responsible for an outsider that accessed her account.  Further, she states that we did not do enough to let her know that our multifactor authentication feature was available.Our Response to [redacted]’s follow-up claim:We are truly sympathetic to [redacted].  It’s unfortunate that someone was able to obtain her RoboForm user name, password and Master Password.However, we simply cannot be held responsible for something that was completely out of our control.  As we responded already, we do have significant security controls in place to prevent unauthorized access to RoboForm accounts.  Our security controls block unauthorized access every day.  We cannot however detect the difference between good and bad users accessing accounts with the correct account credentials.[redacted] claims that we could have done more to let her know about the multifactor authentication option that we have available.  I agree.  We can always do more.  It’s almost impossible to suggest that a company can’t do more.  But a significant portion of our users have adopted the multifactor authentication option with the communications we had in place.  Also, since [redacted] updated her software several times in the last two years, we are very certain that we presented her with our post update page, most likely multiple times, that clearly talks about the new feature - http://www.roboform.com/landing/install-mf-auth.html.  While I suppose it would be good for us to be able to prove how many times she saw that page, we cannot.  We simply don’t track individual activity.  Nor can we prove that she saw the other public announcements we made and potentially decided not to implement the MFA feature.  That said, [redacted] also cannot prove that she definitely would have utilized the MFA option had she saw any one of our communications.  It’s possible that she simply chose not to activate this additional security feature.  Not all our members take advantage of our multifactor option because it does require some additional setup.  In summary, unfortunately there’s no way for either one of us to prove we’re right.  It’s also very possible that we both could have done more.In [redacted]’s response she also states, “They failed to show care and concern over my issue.”  This cannot be further from the truth.  We have documentation showing that we have responded quickly and thoughtfully to each and every one of her tickets.  We also had phone conversations with her husband.  We have invested significant time into this issue as well.We care a great deal about each and every one of our users.  We simply cannot be held liable and asked to pay $1,000 for lost gift card funds when someone accessed her gift cards through no fault of our own. We are once again respectfully rejecting this claim because we simply cannot be held responsible for something out of our control.That said, [redacted] is a long time user of RoboForm and we certainly want to keep her happy.  While we cannot reimburse her for her gift cards, we are certainly open to other options.  Perhaps we can give her three free years of RoboForm or something along those lines.  ----------MESSAGE:In response to I should have known 2 factor security was available. I have had roboform for almost 10 years. Never did I receive an email or letter notifying me of this change. It's rediculous to assume that all customers follow you on blogs, social media, press releases, website etc. When I renewed my account, it would have been an appropriate time to notify me that I don't have it activated. Then you could have had it on record that I was notified. But you have no record that I ever saw that this was available. As a company that promotes that "The protection of your data is our highest priority. We have followed industry best practices to ensure the security and privacy of your information.", they failed to back up their statement. They failed to show care and concern over my issue. I have had a monetary and time loss that I will not be able to get back unless I go to court.

Hi [redacted],Please see our response along with the supporting document attached.It appears that [redacted] forgot his RoboForm Online password and our team attempted to help him on several occasions and responded to all his tickets in a timely manner.  We're scheduled to talk with him on Monday...

4/11/16.  Please let me know if you have any questions.Thanks,BillWe are in receipt of [redacted]’s complaint which was
assigned an ID of [redacted]. To be honest, I’m not really sure why [redacted]
decided to write to the Revdex.com.  As you can
see from the attached supporting document, we have answered every ticket that
[redacted] has submitted in a timely manner, usually within a few hours of
him submitting a ticket.The issue [redacted] is experiencing is appears to be
due to the fact that he does not remember his RoboForm Online password.  Unfortunately, due to security reasons, we
cannot recover that password for him, nor any other RoboForm user.  It’s similar to [redacted]’s recent stance with
the FBI.  If we created a back-door way
to recover passwords, we’d open millions of users to potential security issues.After receiving the complaint we reached out and called
[redacted] three times and responded to his ticket two additional times
starting on 3/30/16.  As you can see from
the last ticket entry in the attached supporting document, [redacted]
responded that he will give us a call on Monday 4/11/16.  However I wanted to send this response back to the Revdex.com
today since we have 10 days to respond and 4/11/16 would be beyond the 10 days.[redacted] claims in his complaint that: 1) “Never did work” – however we can see in his account [redacted] RoboForm logins, so the service is working and has worked.  See the screenshot below (Note: some information is blocked out for security reasons.  2) “Paid for same several times as I really did want it…” - [redacted] hasn’t purchased a license since April 2012 as seen in the image above.  He did purchase another license on January 15, 2015 for $4.95, and transferred his RoboForm data to that new license.  That license expired on January 15, 2016.     3) “Now, after reverting back to RoboForm Desktop a while back, I bought a new computer, added my paid RoboForm as per the RoboForm instructions, only to find my almost 600 log-ins and pass-words are gone!” – As you can see in the screenshot above, his data is not gone.  His [redacted] data files are there.  There are several ways [redacted] can recover his data:   a.  He can remember his password and access the data stored in his RoboForm Online Account.    b.  He likely has a Login named "RoboForm Online Account" that has his RoboForm Online password saved.    c. In addition, if he has his old computer, the RoboForm data is likely on that old computer and can be saved to the new computer via USB or some other storage device.  Our support team can walk him through that.    4) "Disputed Amount: $1000.00"  - I have no idea how [redacted] reached that number as seems unreasonable given the amounts he paid for the licenses documented above.  Given the information above and our historical responses to [redacted], I believe his request is both misplaced with the Revdex.com and his disputed amount is unreasonable.  Although some of our responses could have been better, I feel that our team responded in a timely manner and made a genuine attempt to help [redacted].  I would ask the Revdex.com either consider the case resolved or drop the case all together since it should not have been placed with the Revdex.com and I don't want the complaint to negatively impact our Revdex.com rating.

On Tuesday, we sent the below via email to [redacted] to both [redacted].net and [redacted].net (his email used in his purchase with us):Hello [redacted], We have received your complaint through Revdex.com. We would like to help you with any issue you have and bring it to a...

proper resolution. I do see a message from 7/1 which was closed on 7/3 by you. We will look into the issue of why you were not contacted in that time period as well. The issue seems to be related to the licenses that you have. Your license only allows for the RoboForm desktop which does not have an account attached with online access. I was unable to find and online account. In Version 8 it is required to have an online account and Everywhere license in order to sync. We would love to provide a free license as needed to move to the latest version if you wish. Please let me know how you would like to proceed. So far, we have not heard back but would welcome the opportunity to work with him to resolve his issue.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello,We reached out directly on April 11 and have added a free GoodSync 10 license to your account. This will allow you to continue to acess the aforementioned features at no additional cost to you.Best regards,Simon D[redacted]