NexVortex, Inc.

From: Lita M*** Date: Mon, Jul 20, at 12:PMSubject: Fwd: CID # ***To: ***Good afternoon ***,I have spoken with *** about the above referenced complaintI am looking for some clarificationThe complain background states the
problem occurred 5/5/ This consumer was not a customer of ours on that date nor can I find any system issues on May 5th for the past years.This is our first Revdex.com complaint so I apologize for the delayed response I have done some basic research on this consumer Account *** signed up with nexVortex on 7/31/ His phone numbers were ported/assigned to our service in August The consumer has made on average minutes of calls from August to June Checking our ticket system I only find tickets from the consumer.*** -- 2/4/-- nexVortex service impact -- any customers not configured for redundancy were affected All customers configured correctly, with redundancy were not affected Disaster Recovery would not work on our customers where were not correctly set up for redundancy.*** - 2/24/Consumer asked to upgrade his service.*** - 6/26/-- Consumer requests account closed.Thank you for your patience.Lita

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The incident occurred in 2014 and 2015.  Their service got worst in 2015.  Thanks for trying to help us with this complaint, but we have since taken care of it and moved to another provider.  Below is the communication from the vendor and my response.  Their service is the worst!
-------- Original Message --------Subject: RE: [nexVortex #[redacted]]: Cancellation of serviceFrom: <[redacted]>Date: Mon, June 29, 2015 5:03 pmTo: [redacted]Cc: [redacted]Nancy,
We received the worst responses from your organization during the last couple incidents when the NexVortex servers went down.  
Our phones are the number one tool in generating a great customer service experience to our clients.  Also the #1 tool in generating revenue for our Agency.
When I called to get ETA resolving the problems there was no positive responses.  The technical support team could not give me an answer or let me know what the problem was.
I tried to escalate my concerns directly to you, and your response was extremely rude.  In few words you simply said there was nothing you could do, but it was your tone of voice that made me decide to change service providers.
If I have a provider that is having problems and they can not tell me what the problem is, and their problem is becoming mine and is affecting my clients, I will find immediate solutions.
It was after my brief conversation with you that I decide to no longer use NexVortex as a service provider.
You asked not to hold back.  Now you know.
[redacted]      [redacted]          
[redacted] Insurance Agency   
Tel:  ###-###-####  Fax: ###-###-#### 
Email:  [redacted]       
       
-------- Original Message --------Subject: [nexVortex #[redacted]]: Cancellation of serviceFrom: nV Support <[redacted]>Date: Fri, June 26, 2015 11:09 amTo: [redacted]Cc: [redacted] - my name is Deb M[redacted] and I am the VP of Customer Services at nexVortex.I am writing to see if I could find out why you all left us - just a few sentences; don't hold anything back even if we let you down and could have done much better on something.I am reaching out to every customer who is cancelling over the next few months to better understand what motivated them to leave our company.I thank you in advance for any information you can share with me.No worries. We are (begrudgingly) starting the cancellation process for your account. You will receive another email from my billing team along with a short survey to fill out.Deb M[redacted]###-###-####---------------Is your network configured to take advantage of the nexVortex N+1 architecture with multiple redundancies? Check here to be sure! [redacted]
Ticket DetailsTicket ID: [redacted]Department: Acct CloseType: IssueStatus: Customer PendingPriority: MediumHelpdesk: [redacted]
Regards,
[redacted]