Ross-Tech

Review: Below is the coorespondance sent to [redacted] Tech on 11/6/2013 - I HAVE RECEIVE NO RESPONSE

Dear Ross-Tech,

I am writing to express my dissatisfaction with the delivery-timing of your product. After reviewing your website, I fully understood that in some/many/most cases up to 24 hours is needed for delivery of the software access file(s), and that consumers should allow 24 hours for delivery. Yet, 24 hours came and went and I waited almost two business days and nearly 8 hours after the 24 hour period expired. I found this response to be unacceptable. In other words, my order was placed at 7:00am (the "next business day" had yet to begin on the west coast) and although I was hopeful, I did not expect them that day, and I did not receive the files that day. However, the files were also were not received in the 24 hour period, and they were expected to have had arrived. The files were not received until the afternoon of the day following the morning order.

Perhaps you should inform prospective consumers that a timely delivery is unlikely, or that 36-48 hours is a more accurate estimate of any response. This matter presented noting but an inconvenience for me as I expected the files within the 24 hour period, and had I known that you would have taken as long as you did, I would have made alternate arrangements.

To complicate matters, neither of the files you sent activated the program and I was forced to waste more time to call your tech support to activate the program. Further, I called your office after the 24 hour period expired and asked that the files please be sent asap and it took you more than 6 hours after conversation to respond. Thank you for your attention in this matter.

Sincerely, [redacted]

###-###-####Desired Settlement: My purchase was made with the expectation that the service I paid for would be provided in a timely manner, and it was not.

Business

Response:

Fwd: Response to Revdex.com Complaint ID [redacted]

Inboxx

[redacted] <[redacted]>

9:43 AM (53 minutes ago)

to me

Dear [redacted]

Per our telephone conversation this morning, I'm re-sending this e-mail.

-[redacted]-

-------- Original Message --------

Subject: Response to Revdex.com Complaint ID [redacted]

Date: Wed, 04 Dec 2013 15:45:32 -0500

From: [redacted] <[redacted]>

To: [redacted]

Dear **. [redacted],

In response to the complaint filed under ID [redacted] by **. [redacted]):

The customer placed his order in our web-store on 10/31/2013 at 10:00:13 AM.

This is the page he ordered from:

http://store.ross-tech.com/shop/VCDSLiteReg.html

In the last bullet-pointed paragraph, it clearly states:

"Assuming the information and the serial number you

provide in this order is correct and verifiable,

your License/Activation hould be sent to you via

e-mail no later than the end of the next business day."

We sent him his registration files via e-mail on 11/1/2013 at 4:38 PM.

This is withing the time frame stated on the page he ordered from. I'm

not sure where got the idea that we promise to process license orders

"within 24 hours". We have never made any such claim because it would

be unrealistic for us to do so. We are a small business (15 people

total) and and do not have people working on weekends or holidays.

Hence it has always been our written policy that we process orders "by

the end of the next business day".

In other words, **. [redacted]'s complaint is baseless.

Sincerely,

Owner, Ross-Tech LLC

881 Sumneytown Pike

Lansdale, PA 19446

Ref: O?ID=[redacted]

See Attachment:

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Prior to my purchase of a Ross Tech software product, I watched the company website video, which clearly shows a (audio and visual) 'turn-around' time of up to 24. I then located an alternate source of service description/information and read the following language, taken directly from their website:

All activations must be

processed by a human being. Most

of the time, we process activation requests within a few

hours. However, we get very busy at times, so please

allow up to 24 hours for your request to be processed,

and do not call us 5 minutes after you e-mail us your request

demanding that we do it immediately. Please plan ahead a bit!

I then called this company to confirm that the order would be filled within 24 hours. The bottom line is that this company acted with little or no regard to the service they advertise. Had I know, and against their service description, that receiving the electronically produced software key would take 2 days, I would have made alternate arrangements. Furthermore, the e-file they sent did not work and required me to call their customer service. For Ross Tech to claim 'I don't know where he got 24 hours' is negligent and irresponsible.

Regards,

Business

Response:

I cannot find anything on our website that states we process orders for software registrations within 24 hours. Please provide the the exact URL where you found the text you claim is taken "directly from their website". If it exists, we will certainly fix it.

However, in the end, the page you placed your order from is the official description of service. That page can be found here:

http://store.ross-tech.com/shop/VCDSLiteReg.html

It clearly states:

Assuming the information and the serial number you provide in this order is correct and verifiable, your License/Activation should be sent to you via e-mail no later than the end of the next business day. Please Note: "end of day" can be late in the evening.

We did that. Again, your order was placed in our web store on 10/31/2013 at 10:00:13 AM and we sent your files via e-mail on 11/1/2013 at 4:38 PM.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Several telephone call requests, software difficulty and 30 hours to 'activate' an order is unacceptable.

Regards,

Business

Response:

And we are rejecting your claim. If 30 hours was "Unacceptable" to you, then you shouldn't have ordered because the fact that it might take that long was clearly stated on the page you ordered from.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

30 hours and several telephone calls, along with technical difficulty is unacceptable.

Regards,

Business

Response:

Then I suppose we are at an impasse.