Scribble Software

Review: We have a support contract with Scribble for MarinaOffice, one of their products. They attempted to perform a version upgrade (tech hours paid for in addition to the service contract which entitles us to the software upgrade) but were unable to complete. The system was set back to the previous version while they worked on a solution. We have been calling and emailing for the solution since May. They have stopped returning our calls and emails. I've left several phone messages. This is all documented in email threads and written phone logs.Desired Settlement: We would like to complete the upgrade.

Business

Response:

To Whom It May Concern:

[redacted] purchased the software on 12/1/2011, at that time they requested a customization to export to a third party program. Scribble Software worked with [redacted] and the third party company to develop and program the customization requested.

On 5/10/2013 they purchased the upgrade to [redacted] , at that time the customization was not discussed. After installing the upgrade to [redacted] on May 23, 2013, the customer called in to say that they were unable to export data at that time it was discovered that they were using a custom developed tool that was not available in [redacted]. The technical support team reverted them back to the previous version to ensure that they were able to utilize the software and export features. The request to convert the customization to the new platform was submitted to the Development Team at Scribble Software, because [redacted] is the only customer using this tool priority for this tool was low due to our busy season. Scribble Software did not charge the customer for the customization or give the customer any timeframe for which this project would be completed.

[redacted] called at 1: 33 on 9/18/2013, I attempted to call her back immediately and left three voicemail messages requesting that she please call me back. When speaking with [redacted] on 9/18/2013 the Manager of Customer Technical Relations explained the process and situation regarding the customization and advised [redacted] that now that the season has slowed down we now have more time and resources available to complete this customization request. [redacted] requested a conference call with the development team to discuss the customization and determine if this is the best export option for them considering the new platform and technologies now available. We are not scheduling this with the customer to provide final resolution.

I spoke with [redacted] on 9/23/2013 to obtain files needed to move forward with the customization request. At that time she stated that she was out of the office for more than a month herself and was just getting back into the flow of things. She also said that she would be contacting the Revdex.com to advise that we are working together to come to a resolution.

We have been and continue to be available to work with [redacted] to rebuild the customization that allows [redacted] to go live with the [redacted] that is currently installed on their computers.

Sincerely

[redacted]Scribble Software