Tableau Software

Tableau Software, Inc. ("Tableau") received the above-referenced customer complaint on January 25,2016, and appreciates the opportunity to respond. [redacted] issued a Revdex.com complaint regarding Tableau'ssales and billing practices, and has specifically complained that it did not agree to purchase a...

softwarelicense for the invoiced price, that it was billed for a 60-90 day free trial of software, and that it receivedunwanted telephone calls and e-mails from Tableau regarding nonpayment.The customer's complaint demonstrates several misunderstandings regarding Tableau's products andpolicies. Tableau does not offer free trials of 60-90 days. Tableau does offer a free, fully-functioning 14-day trial which is available for download on www.tableau.com.Account research regarding this complaint shows that this customer initiated the point of sale withTableau, by downloading and using a free 14-day demo in May 2015. During this demo period and before[redacted] made a purchase, [redacted] was offered an incentivized reduced price for any purchase ofsoftware made prior to June 1, 2015. [redacted] did not purchase any software by this date, and the demoperiod expired on June 10, 2015. E-mail records between the customer and Tableau's sales staff suggestthat the customer understood that the demo expired on this date. For example, regarding the 14-day demo,[redacted] acknowledged to Tableau on June 4, 2015, that it had "6 more days left on it." On June 9, 2015,[redacted] reiterated that it wished to use Tableau's products for a pending project. The relevant e-mailcorrespondence is attached to this letter. On June 10, 2015, [redacted] authorized the purchase for a license for use of professional software usingTableau's Purchase Authorization Fenn (PAF). This purchase was recorded under Order Number[redacted]. The PAF specifies that payment of $1,999 is due within 30 days of the date of purchase. Thecustomer signed the PAF, and checked a box that corresponds with the following acknowledgment: "Bychecking this box, I certify that I am fully authorized to issue payment on my organization's behalf andthat the above document constitutes a valid order with no other document (i .e. purchase order) beingrequired to issue payment." Attached is a copy of the PAF which the client received for this transactionand signed. The customer was sent a confirmation of this purchase on or around June 11, 2015.Tableau manages its sales representatives to ensure that all customers and subscribers understand itspolicies and procedures prior to and after the point of sale. Our goal is to provide clear and accurateinformation about products, pricing and billing practices at all times. We understand that new customers
may be unfamiliar with the company's purchase order and payment processes and policies. For thisreason we instruct our sales professionals to inform new customers that if a PAF is used, payment is dueand payable for the purchase pursuant to the terms of the PAF, without issuance of a purchase order. Oursales professionals did confirm this with the customer at the time that this particular license waspurchased. Attached to this letter is confirmation that [redacted] was advised of this policy.Although customers are not required to tender payment to Tableau until 30 days from the date ofpurchase, the first 30 days of a customer's use of a software license are not offered on a free trial basis.The customer service representative who processed [redacted]'s PAF did not tell the customer that thelicense came with a trial period or that the first 30 or 60 days were free. The customer servicerepresentative did advise the customer that purchases made by credit card typically do not post for 30days.[redacted] downloaded and registered the corresponding license key on June 17, 2015, for version 9.0.2.The version which [redacted] purchased was not a trial version. [redacted] checked the acceptance box of theEnd User License Agreement (EULA) prior to activation. The terms of the EULA are attached to thisletter for BB B's reference. The customer agreed with all terms of the EULA, including provision 5, whichspecifies:You shall pay all fees associated with the software licensed and any services purchasedhereunder as set forth in the applicable Ordering Document. All payments shall be madein the currency noted on the applicable Ordering Document within thirty (30) days of theDelivery of the Software to you.By the terms of [redacted]'s signed PAF, payment was due by July 17, 2015.Tableau occasionally sends payment reminders to customers with delinquent accounts as a courtesy, sothat such customers may avoid collections. Because [redacted] indicates in its complaint that it does notwish to receive such reminders, we have removed [redacted] from Tableau's courtesy call list.We sincerely regret if this customer has experienced any inconvenience as the result of misunderstandingsregarding Tableau's order and payment policies. Please feel free to contact me directly at 206.634.7943 ifyou have any additional questions or concerns regarding this matter. Customer satisfaction is of theutmost importance to Tableau, and we endeavor to resolve any and all customer problems.
Tableau Software, Inc.Kristin B[redacted]Senior Managing Attorney
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