PKM Software

First off I just want to express that we're very willing to work with Heidi and the folks at their office to resolve whatever issues they have had or are havingWe pride ourselves on our excellent customer service, and feel like there were a few misunderstandings present here that contributed to this incidentWe would love to come by their Nyack office anytime and provide whatever assistance we can, free of charge, to make this rightThe misunderstandings I referred to are these: firstly, [redacted] is the son (that's me), not the father, and [redacted] is the father, not the sonSecondly, the phone number listed in the complaint is ###-###-####, which is ***'s phone number, not ***'sThirdly, the e-mail address that they wrote to is my (***'s) personal junk e-mail which I happened to e-mail them a file from in 2012, but is not the e-mail address we use for the business; that e-mail address is [redacted] So what happened was that Heidi called up [redacted] at ###-###-####, then proceeded to e-mail the [redacted] address twice on October ***, once at 11AM and once at 2PM (I found this out after we received the complaint letter, since I had to go back and check that account's history)The [redacted] address comes directly into my phone and is responded to ASAPThis confusion must be what lead to their considering our service in this instance subpar So, here we are, willing to do whatever is needed to get them working in the manner that they wantWe consider ourselves very customer-friendly and most of our clients would agree I thinkWe don't intend to issue a refund until and unless we have exhausted all other routes of communication and assistance Just to set the record straight, I (***) have never cursed at a customer and never intend to do soIf [redacted] did so, it may have been due to a low blood glucose or other health-related issue and I apologize on his behalf

First off I just want to express that we're very willing to work with Heidi and the folks at their office to resolve whatever issues they have had or are having. We pride ourselves on our excellent...

customer service, and feel like there were a few misunderstandings present here that contributed to this incident. We would love to come by their Nyack office anytime and provide whatever assistance we can, free of charge, to make this right. The misunderstandings I referred to are these: firstly, [redacted] is the son (that's me), not the father, and [redacted] is the father, not the son. Secondly, the phone number listed in the complaint is ###-###-####, which is [redacted]'s phone number, not [redacted]'s. Thirdly, the e-mail address that they wrote to is my ([redacted]'s) personal junk e-mail which I happened to e-mail them a file from in 2012, but is not the e-mail address we use for the business; that e-mail address is [redacted].
So what happened was that Heidi called up [redacted] at ###-###-####, then proceeded to e-mail the [redacted] address twice on October [redacted], once at 11AM and once at 2PM (I found this out after we received the complaint letter, since I had to go back and check that account's history). The [redacted] address comes directly into my phone and is responded to ASAP. This confusion must be what lead to their considering our service in this instance subpar.
So, here we are, willing to do whatever is needed to get them working in the manner that they want. We consider ourselves very customer-friendly and most of our clients would agree I think. We don't intend to issue a refund until and unless we have exhausted all other routes of communication and assistance.
Just to set the record straight, I ([redacted]) have never cursed at a customer and never intend to do so. If [redacted] did so, it may have been due to a low blood glucose or other health-related issue and I apologize on his behalf.

Review: On 6/**/2010 PKM Software installed a software called Leasehold into 1957 Bronxdale Corp's computer and the company paid $2,355.00. When the software was installed the PKM Software gave 1957 Bronxdale Corp. a manual and in the manual it stated that PKM Software has customer support "free of charge" from 10 am to 4 pm Eastern Standard time, Monday through Friday. It is a business that it run by the father, [redacted] and son, [redacted].We have had the system for over 3 years now and on October **, 2013 I had a problem so I contacted [redacted] at ###-###-####. I didn't understand what he was saying and I asked him to repeat it and he became agitated and he hung up. I called him back 2 times and each time I received the voicemail. I immediately sent an email to him at[redacted]. In the email I wrote, I don't know if you hung up on me or we got disconnected, however, you should have called back. I also wrote that I need to speak with him ASAP, however, he NEVER responded.I don't know what kind of business he is running, however, they are NOT customer friendly, but they are quick to take your money. Not to mention, the manual designed by them doesn't even make sense. I know several other people who use their services as well and were told that when they contacted them they were cursed at and [redacted] also hung up on them. I told the others they need to report the company.Since PKM Software cannot give 1957 Bronxdale Corp. the customer support they offer then I think it would only be fair to receive a refund of half the money that was given since the owner gets agitated when you call.Desired Settlement: Since this company is so hard to deal with, we are hereby requesting a refund in the amount of $1,177.50.

Business

Response:

First off I just want to express that we're very willing to work with Heidi and the folks at their office to resolve whatever issues they have had or are having. We pride ourselves on our excellent customer service, and feel like there were a few misunderstandings present here that contributed to this incident. We would love to come by their Nyack office anytime and provide whatever assistance we can, free of charge, to make this right. The misunderstandings I referred to are these: firstly, [redacted] is the son (that's me), not the father, and [redacted] is the father, not the son. Secondly, the phone number listed in the complaint is ###-###-####, which is [redacted]'s phone number, not [redacted]'s. Thirdly, the e-mail address that they wrote to is my ([redacted]'s) personal junk e-mail which I happened to e-mail them a file from in 2012, but is not the e-mail address we use for the business; that e-mail address is [redacted].

So what happened was that Heidi called up [redacted] at ###-###-####, then proceeded to e-mail the [redacted] address twice on October [redacted], once at 11AM and once at 2PM (I found this out after we received the complaint letter, since I had to go back and check that account's history). The [redacted] address comes directly into my phone and is responded to ASAP. This confusion must be what lead to their considering our service in this instance subpar.

So, here we are, willing to do whatever is needed to get them working in the manner that they want. We consider ourselves very customer-friendly and most of our clients would agree I think. We don't intend to issue a refund until and unless we have exhausted all other routes of communication and assistance.

Just to set the record straight, I ([redacted]) have never cursed at a customer and never intend to do so. If [redacted] did so, it may have been due to a low blood glucose or other health-related issue and I apologize on his behalf.