Nackers Consulting Services, LLC

Final Response from Nackers Consulting regarding Case ID [redacted] We stand by the fact that we delivered the services we were hired to complete per the Statement of Work We have a proven track record of delivering services around System Center Configuration Manager (ConfigMgr) all over the United States and have never had any issues with a client until now It is truly unfortunate that this particular client is unhappy and we regret that it has come to a compliant being filed with the Revdex.com We would simply ask that anyone reviewing this complaint reviews all the information contained and makes an informed decision for themselvesThe primary objectives from the Statement of Work and completion dates associated have been providedA detailed listing of the hours billed to the client, and what was accomplished with those hours has also been provided for review Core complaint by client and technical explanation of why the complaint would not be valid: Unfortunately due to the complicated nature of the product (System Center Configuration Manager), the client continues to misunderstand the technologyOne of the primary concerns has been regarding automatic updates for windows workstationsThe client has shown repeatedly that they are bypassing ConfigMgr completely and connecting directly to [redacted] This would bypass the system we were hired to configure for them as requested Additionally, training and documentation has been provided repeatedly to the client and the client has openly admitted they do not want to read the documentation provided The system requires maintenance and the software update process requires intervention from time to time to ensure workstations are communicating properly Similar to maintenance for an automotive, ConfigMgr requires on-going maintenance as well If no new software updates have been approved by ConfigMgr, then the windows workstation will report compliant, they have installed everything deployed to them via ConfigMgr If that workstation is told to connect directly to [redacted] , then it will show more software updates as being applicable than what was deployed to the machine several months ago via ConfigMgr Additionally connecting directly to [redacted] will return other update classifications (recommended updates for example) beyond what was requested to be configured through ConfigMgr Typical Enterprise scenario would be security and important updates to be deployed In most Enterprise environments the ability to connect to [redacted] directly is disabled through Group Policy to ensure the updates are being controlled by the System Administrator This situation and expected behavior was explained to the customer multiple timesCustomer provided screenshots showing the alleged issue and demonstrating that they were connecting directly to [redacted] Attempt at resolution by Nackers Consulting: After trying to help the customer with their understanding of the process again, the customer complained about it still not working and being billed a second time for the services As we are a consulting services organization, per the contract services are billed on an hourly basis In an attempt to help remedy the situation and keep the customer happy, we negated the invoice in question and offered up the hours up for freeWe also provided detailed documentation to the client, free of charge, on the appropriate steps to use the technology property for patching windows workstationsThe client responded with numerous communications that they were upset, they refused to read the documentation and demanded we fix the issue After informing the client we would no longer be providing additional services to them and providing recommendations for other System Center partners they could contact to get assistance if desired, the compliant with the Revdex.com was filed [redacted] [redacted] Nackers Consulting Services, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below He claims quote "A detailed listing of the hours billed to the client, and what was accomplished with those hours has also been provided for review." That is my pointThe things he claims were accomplished were never accomplished My other point is yesWe were bypassing configuration managerWhen we suspected it was not working the only way to verify was to go straight to [redacted] Configuration manager says our workstations are current and updated but when we bypass it and go to [redacted] they provided dozen of critical security updatesNot a good thing for Nackers configuration to report all is good when it isn't Third point is we purchased the automatic updates as a turn keyI hired them to make them work and they never haveHim sending me tips and instructions in an email was not a solution that I considered turn keyIf I had time or desire to work on it I would not have hired them to do it turn keyVery poor solution to try to get me to fix they product they could not make workIt seems if they do this for some many other customers on such a regular basis this would have been easy to make ours workSo why not just do itIf they are so good they should have been able to fix this problem in the amount of time they spent coming on here trying to confuse the issues Travel with care when you deal with this company [redacted]

*** has performed services for our business over the last couple of years He has always been very courteous and professional in his approach His communication around what he is doing and associated documentation help make a smooth transition once his work is complete We will continue to leverage *** services as need arise and would recommend him to others that need help with Microsoft System Center environments

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
He claims quote
"A detailed listing of the hours billed to the client, and what was accomplished with those hours has also been provided for review."
 
That is my point. The things he claims were accomplished were never accomplished.
 
My other point is yes. We were bypassing configuration manager. When we suspected it was not working the only way to verify was to go straight to [redacted]. Configuration manager says our workstations are current and updated but when we bypass it and go to [redacted] they provided dozen of critical security updates. Not a good thing for Nackers configuration to report all is good when it isn't.
 
Third point is we purchased the automatic updates as a turn key. I hired them to make them work and they never have. Him sending me tips and instructions in an email was not a solution that I considered turn key. If I had time or desire to work on it I would not have hired them to do it turn key. Very poor solution to try to get me to fix they product they could not make work. It seems if they do this for some many other customers on such a regular basis this would have been easy to make ours work. So why not just do it. If they are so good they should have been able to fix this problem in the amount of time they spent coming on here trying to confuse the issues.
 
Travel with care when you deal with this company.
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Nackers has stated about a complete job in August. I am not sure of any of the dates but can go back and reference those if it were pertinent. The pertinent part is that we paid this company several thousand dollars to setup a product that has never worked. The completed contract that he claims was completed in August was just him providing the amount of hours attempting to make it work. He worked on our System center configuration manager. It has never and still does not install the client software using the console. It still does and never has update the client computers with the windows updates. We have to manually touch them all to install the client and once it is installed it does do some updating but does not do all updates. Our console says it is complaint and updated, but then take the same workstation to windows update and it says there are many important security updates available. All Nackers wants to do is send me suggestions on how I can fix it. I hired him to fix it. My request was please quote me a price to setup automatic updating so the config manager updates my clients automatically. That never happened. Not in August or any other time. I complained that it wasn't working and he tried again to make it work. Even thought it was still not working he quickly sent me another invoice for his time. The time he charged me to try to do what I had already paid him once to do. I am not happy with Nackers consulting and when I complain he blows me off saying I am attacking. Call  it what you want but this vendor did not deliver the service he sold me. Then wanted to charge me again and still didn't complete the job they were paid to do the first time. Why would that make me angry?
Regards,
[redacted]

Final Response from Nackers Consulting regarding Case ID [redacted]
 
We stand by the fact that we delivered the services we were hired to complete per the Statement of Work.  We have a proven track record of delivering services around System Center Configuration Manager (ConfigMgr) all over the United States and have never had any issues with a client until now.  It is truly unfortunate that this particular client is unhappy and we regret that it has come to a compliant being filed with the Revdex.com.  We would simply ask that anyone reviewing this complaint reviews all the information contained and makes an informed decision for themselves. The primary objectives from the Statement of Work and completion dates associated have been provided. A detailed listing of the hours billed to the client, and what was accomplished with those hours has also been provided for review.
 
Core complaint by client and technical explanation of why the complaint would not be valid:
Unfortunately due to the complicated nature of the product (System Center Configuration Manager), the client continues to misunderstand the technology. One of the primary concerns has been regarding automatic updates for windows workstations. The client has shown repeatedly that they are bypassing ConfigMgr completely and connecting directly to [redacted]. This would bypass the system we were hired to configure for them as requested.  Additionally, training and documentation has been provided repeatedly to the client and the client has openly admitted they do not want to read the documentation provided.  The system requires maintenance and the software update process requires intervention from time to time to ensure workstations are communicating properly.  Similar to maintenance for an automotive, ConfigMgr requires on-going maintenance as well.  If no new software updates have been approved by ConfigMgr, then the windows workstation will report compliant, they have installed everything deployed to them via ConfigMgr.  If that workstation is told to connect directly to [redacted], then it will show more software updates as being applicable than what was deployed to the machine several months ago via ConfigMgr.  Additionally connecting directly to [redacted] will return other update classifications (recommended updates for example) beyond what was requested to be configured through ConfigMgr.   Typical Enterprise scenario would be security and important updates to be deployed.  In most Enterprise environments the ability to connect to [redacted] directly is disabled through Group Policy to ensure the updates are being controlled by the System Administrator.  This situation and expected behavior was explained to the customer multiple times. Customer provided screenshots showing the alleged issue and demonstrating that they were connecting directly to [redacted].
 
Attempt at resolution by Nackers Consulting:
After trying to help the customer with their understanding of the process again, the customer complained about it still not working and being billed a second time for the services.  As we are a consulting services organization, per the contract services are billed on an hourly basis.  In an attempt to help remedy the situation and keep the customer happy, we negated the invoice in question and offered up the hours up for free. We also provided detailed documentation to the client, free of charge, on the appropriate steps to use the technology property for patching windows workstations. The client responded with numerous communications that they were upset, they refused to read the documentation and demanded we fix the issue.  After informing the client we would no longer be providing additional services to them and providing recommendations for other System Center partners they could contact to get assistance if desired, the compliant with the Revdex.com was filed. 
 
 
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Nackers Consulting Services, LLC