[redacted], [redacted] – [redacted], represented by their Marketing & Operation Manager, [redacted], purchased a list from us on 1/20/16 and the terms of the list purchase contract was mutually agreed and signed by both parties. The list was built and delivered as per the terms agreed in the contract.The first issue raised by [redacted], [redacted] – [redacted],was regarding the criteria of the list relating to employee size of the companies in the list, as per the signed contract it was agreed to include companies of all employee sizes irrespective of its size however [redacted],[redacted] – [redacted],came back claiming that this has to be < 750 employee size. The attached signed contract can substantiate the same however not reported in their complaint.
[redacted], [redacted] – [redacted], came back with claims that they have received bounces and need replacements , we honored our commitment as per the signed contract and sent them replacements even though the entire claim was not legitimate. There were further claims of bounces which was otherwise when this was tested at our end however [redacted] would not agree when provided with facts. Our agreed terms was to replace bad contacts and not refund however [redacted] continued to disagree in spite of sharing facts on why their claims was incorrect with respect to criteria of the list as well as the bounces.
We proactively reached out to [redacted], [redacted] – [redacted], again to resolve this after it was reported to you however with no forthcoming resolution in sight, our response is only intended to throw light that we honor customer commitments even if we have to go the extra mile to close customer issues , We still stand by this commitment and will address to fix the list issue for [redacted], [redacted] – [redacted], whenever they are ready to talk to us again.
I am rejecting this response because:
In response to their comment “as per the signed contract it was
agreed to include companies of all employee sizes irrespective of its size
however [redacted]
[redacted],[redacted] – [redacted]” The
PO does not include several key factors of our criteria that were discussed in
emails and provided to them in their own formatting of what target market we
required, nor does it even mention “companies
of all employee size irrespective of its size.”
In response to their comment that we “came back claiming that this has to be < 750 employee size. The
attached signed contract can substantiate the same however not reported in
their complaint.” It “has” to be <750 or less because 1.) That is our
target market, 2.) Is what we paid for and 3.) Was indicated in the criteria
provided to them. It is clear that they did not
have the resources to accommodate us and should have refunded the payment for
the contacts not provided.
In response to their comment that “[redacted], [redacted] – [redacted], came
back with claims that they have received bounces and need replacements , we
honored our commitment as per the signed contract and sent them replacements
even though the entire claim was not legitimate. There were further claims of
bounces which was otherwise when this was
tested at our end however [redacted] would not agree when provided with facts. Our
agreed terms was to replace bad contacts
and not refund however [redacted] continued to disagree in spite of sharing facts
on why their claims was incorrect with respect to criteria of the list as well as
the bounces.” We provided SilverSkySoft with
the first list of bounces and included whether they were DNS Failures, Invalid
Recipients, or Generic Bounces: No Rcpt., etc.,
and also provided them with the bounce
rate, which was 56%. Please explain how this is not a legitimate claim? They
did replace the first list of bounces, but again, with contacts that were
outside of criteria. So once more, we could only use maybe 30% of what they
sent us. As for the second list of bounces, we again sent them all of the above
facts: the type of bounce, the contact info,
and the bounce rate, and were told we are the ones not agreeing. They did not
replace those.
In response to their comment
that “We proactively reached out
to [redacted], [redacted] – [redacted], again to
resolve this after it was reported to you however with no forthcoming
resolution in sight, our response is only intended to throw light that we honor
customer commitments even if we have to go the extra mile to close customer
issues , We still stand by this commitment and will address to fix the list
issue for[redacted], [redacted] – [redacted], whenever
they are ready to talk to us again.” The following messages is how
their management proactively tried to resolve the issues:
Message 1
"I
understand you have reported us to the [redacted]. I am not sure why when
there has been no breakdown in our communication until now , I guess it is a bit unfair. Please let me know how you want
this to be resolved according to our
agreed terms in the signed contract or we could pursue this through [redacted] itself for a logical conclusion . I
am available if you think we should get on to
a call to discuss this."
We
provided them with several logical conclusions such as: rebuilding the list per
our proper criteria; a refund per the contacts not
provided; adhering to the bounce replacement guarantee and providing replacements
instead of telling us we are wrong. The last being a bizarre claim as how could
we be wrong? They were provide a clear spreadsheet of the bounces and the
bounce rate.
Management
responded to our conclusions with the following:
Message 2
"[redacted] - Are you saying we should not be given an
opportunity to contest your claims based on facts available with us or adhering
as per our signed contract , I think you have probably taken this too
personally and your agitated response summarizes it all for us to further
escalate it with Revdex.com and Ripoff on how [redacted] have been
browbeating us with unfair claims. Probably
, Yes, those are the forums we can get to a logical conclusions."
Why
is the response that our Marketing and Operations Manager is taking it
personally? Because she is a woman? This is a [redacted] transaction, and we paid
SilverSkySoft for a service that was not delivered. Bottom line.
This
has been our experience with them, ever since the Manager said he would resolve
the issue and backed out a week later and asked us to prove again to him that
we sent them our criteria. There is no resolution attempt here. Their attempt
to address the issue is to send emails that provoke, accuse us of making false
claims, and that there is nothing they are going to do about it. Great customer
service . . .
We
paid for 12,000 contacts and only 3500 at the most, matched the criteria that
we sent them and were able to import into our database. There is nothing false about that.
The response sent by [redacted] quoting our responses only substantiates what we have been saying all along that at no given point [redacted] was willing to acknowledge or accept that their claim was incorrect in spite of sharing facts but kept pushing it back claiming the list was bad. Further to our response quoted by [redacted] it also substantiates that at no given point we have refused not to rework the list or replace the bad contacts but only raised flags why their claims was incorrect not as per our agreed contract.
[redacted] can still reach out us to resolve this issue and we are more than happy to work with them to put a rest to this issue, our previous attempts to proactively reach out to them and as substantiated in the quaoted response shared by [redacted] only substantiates we never backed out. Hopefully , [redacted] will gives us an opportunity to talk and resolve this issue in the best interest of both parties.
Tell us why here...
[redacted]...
[redacted], [redacted] – [redacted], represented by their Marketing & Operation Manager, [redacted], purchased a list from us on 1/20/16 and the terms of the list purchase contract was mutually agreed and signed by both parties. The list was built and delivered as per the terms agreed in the contract.The first issue raised by [redacted], [redacted] – [redacted],was regarding the criteria of the list relating to employee size of the companies in the list, as per the signed contract it was agreed to include companies of all employee sizes irrespective of its size however [redacted],[redacted] – [redacted],came back claiming that this has to be < 750 employee size. The attached signed contract can substantiate the same however not reported in their complaint.
[redacted], [redacted] – [redacted], came back with claims that they have received bounces and need replacements , we honored our commitment as per the signed contract and sent them replacements even though the entire claim was not legitimate. There were further claims of bounces which was otherwise when this was tested at our end however [redacted] would not agree when provided with facts. Our agreed terms was to replace bad contacts and not refund however [redacted] continued to disagree in spite of sharing facts on why their claims was incorrect with respect to criteria of the list as well as the bounces.
We proactively reached out to [redacted], [redacted] – [redacted], again to resolve this after it was reported to you however with no forthcoming resolution in sight, our response is only intended to throw light that we honor customer commitments even if we have to go the extra mile to close customer issues , We still stand by this commitment and will address to fix the list issue for [redacted], [redacted] – [redacted], whenever they are ready to talk to us again.
I am rejecting this response because:
In response to their comment “as per the signed contract it was
agreed to include companies of all employee sizes irrespective of its size
however [redacted]
[redacted],[redacted] – [redacted]” The
PO does not include several key factors of our criteria that were discussed in
emails and provided to them in their own formatting of what target market we
required, nor does it even mention “companies
of all employee size irrespective of its size.”
In response to their comment that we “came back claiming that this has to be < 750 employee size. The
attached signed contract can substantiate the same however not reported in
their complaint.” It “has” to be <750 or less because 1.) That is our
target market, 2.) Is what we paid for and 3.) Was indicated in the criteria
provided to them. It is clear that they did not
have the resources to accommodate us and should have refunded the payment for
the contacts not provided.
In response to their comment that “[redacted], [redacted] – [redacted], came
back with claims that they have received bounces and need replacements , we
honored our commitment as per the signed contract and sent them replacements
even though the entire claim was not legitimate. There were further claims of
bounces which was otherwise when this was
tested at our end however [redacted] would not agree when provided with facts. Our
agreed terms was to replace bad contacts
and not refund however [redacted] continued to disagree in spite of sharing facts
on why their claims was incorrect with respect to criteria of the list as well as
the bounces.” We provided SilverSkySoft with
the first list of bounces and included whether they were DNS Failures, Invalid
Recipients, or Generic Bounces: No Rcpt., etc.,
and also provided them with the bounce
rate, which was 56%. Please explain how this is not a legitimate claim? They
did replace the first list of bounces, but again, with contacts that were
outside of criteria. So once more, we could only use maybe 30% of what they
sent us. As for the second list of bounces, we again sent them all of the above
facts: the type of bounce, the contact info,
and the bounce rate, and were told we are the ones not agreeing. They did not
replace those.
In response to their comment
that “We proactively reached out
to [redacted], [redacted] – [redacted], again to
resolve this after it was reported to you however with no forthcoming
resolution in sight, our response is only intended to throw light that we honor
customer commitments even if we have to go the extra mile to close customer
issues , We still stand by this commitment and will address to fix the list
issue for[redacted], [redacted] – [redacted], whenever
they are ready to talk to us again.” The following messages is how
their management proactively tried to resolve the issues:
Message 1
"I
understand you have reported us to the [redacted]. I am not sure why when
there has been no breakdown in our communication until now , I guess it is a bit unfair. Please let me know how you want
this to be resolved according to our
agreed terms in the signed contract or we could pursue this through [redacted] itself for a logical conclusion . I
am available if you think we should get on to
a call to discuss this."
We
provided them with several logical conclusions such as: rebuilding the list per
our proper criteria; a refund per the contacts not
provided; adhering to the bounce replacement guarantee and providing replacements
instead of telling us we are wrong. The last being a bizarre claim as how could
we be wrong? They were provide a clear spreadsheet of the bounces and the
bounce rate.
Management
responded to our conclusions with the following:
Message 2
"[redacted] - Are you saying we should not be given an
opportunity to contest your claims based on facts available with us or adhering
as per our signed contract , I think you have probably taken this too
personally and your agitated response summarizes it all for us to further
escalate it with Revdex.com and Ripoff on how [redacted] have been
browbeating us with unfair claims. Probably
, Yes, those are the forums we can get to a logical conclusions."
Why
is the response that our Marketing and Operations Manager is taking it
personally? Because she is a woman? This is a [redacted] transaction, and we paid
SilverSkySoft for a service that was not delivered. Bottom line.
This
has been our experience with them, ever since the Manager said he would resolve
the issue and backed out a week later and asked us to prove again to him that
we sent them our criteria. There is no resolution attempt here. Their attempt
to address the issue is to send emails that provoke, accuse us of making false
claims, and that there is nothing they are going to do about it. Great customer
service . . .
We
paid for 12,000 contacts and only 3500 at the most, matched the criteria that
we sent them and were able to import into our database. There is nothing false about that.
The response sent by [redacted] quoting our responses only substantiates what we have been saying all along that at no given point [redacted] was willing to acknowledge or accept that their claim was incorrect in spite of sharing facts but kept pushing it back claiming the list was bad. Further to our response quoted by [redacted] it also substantiates that at no given point we have refused not to rework the list or replace the bad contacts but only raised flags why their claims was incorrect not as per our agreed contract.
[redacted] can still reach out us to resolve this issue and we are more than happy to work with them to put a rest to this issue, our previous attempts to proactively reach out to them and as substantiated in the quaoted response shared by [redacted] only substantiates we never backed out. Hopefully , [redacted] will gives us an opportunity to talk and resolve this issue in the best interest of both parties.
Tell us why here...