Respondus Inc

Complaint: ***I am rejecting this response because: I feel it is unnecessary to create s user name and password to get support for a product that doesn't require a username and password to useI can be reached at ***-***Sincerely,*** ***

Respondus
 
November 23, 2015
 
To whom it May Concern,
 
We received a notification letter regarding complaint ID#[redacted]
 
The customer opening this complaint emailed us at a general email address on 10/23/15. A reply was sent the same day, indicating that the customer...

needed to open a support ticker so that technical support team could assist. The link to open a ticket was included in the email reply.
A support ticket was never opened so we were unable to work with the customer to resolve the issue. We are happy to provide support through our ticket based technical support system.  
Sincerely
Jodi F[redacted] 
Respondus inc.

December 9, 2015
To Whom It May Concern,
We received a follow up letter dated 11/24/15 regarding complaint ID #[redacted].
The consumer rejected our initial reply stating that he/she feels it is unnecessary to create a usernameand password to get support for a product that doesn't require a username and password.
Our ticket-based support system auto-generates a username and password. However, those credentialsare not required to receive support- a ticket can be opened without logging into the system.
Please also note that the consumer submitting this complaint is not the purchaser of the software in question. The software is purchased by the institution and use of the software is a requirement in a course being taken by the consumer. The license agreement we have is with the institution. Our support agreement states that technical support questions must be channeled through the Authorized Support contacts at the institution. Those contacts may submit a support ticket through our ticket based system. It is up to the discretion of the Respondus support staff to provide support to anyone other than the authorized contacts at the institution. If the consumer is not comfortable working through our support system, we can put him/her in touch with the support contacts at their institution.
We would need to know the name of institution where the consumer is enrolled in order to provide the appropriate contact information. The consumer can [email protected] and provide the name of the institution where he/she is enrolled. We will reply via email with the support contact. details. 
Sincerely,
Jodi F[redacted]
Respondus, Inc.