Thoughtful Systems, Inc.

Terrible company, very shady. Purchased the "latest program" which the sales rep tried to get us to purchase and then once we purchased none of the features she told us about were included. We had to pay extra for each module. Software kept giving us error codes, when we call for tech support the tech always has to get back to us, which is an inconvenience. Accounting is also an issue as the program "automatically generates" an amount it wishes to read despite what we input on the invoice. Employees hang up the phone on you when you are frustrated because you cant get a hold of a tech support person, which there is only ONE! And if you want immediate support you have to PAY EXTRA FOR THAT! what is that/!? Overall not worth the money you pay and customer service is just terrible!

Review: TERRIBLE SOFTWARE, I purchase the software and we had many issues since the day one, I called then over 50 times to get someone login in my computer to fix issues, I had to contact my Tech to help us with cost us extra money, so when we tried to cancel our purchase with then they just said that the try out period was expired and there would be no money refund. So we lost $ 4.000.00 so don’t you waste your time. [redacted]Desired Settlement: I cant use this software any more, your tech was never able to mske this software working properly, So I want my money back.

Business

Response:

Dear Sir/Madam:

We are in receipt of a copy of the complaint # [redacted], by [redacted]

In response, we would like to say that we have difficulty understanding what the client is alleging exactly in his complaint. What he alleges does not conform with the reality of the situation – we keep detailed logs of all interactions with clients. The client purchased our software on August [redacted], 2013. Since that time, he and his office staff have undergone extensive training in the software, which we provided via live interactive Join.me sessions online. His assistant and he have called on several occasions for support. One issue they had involved losing the connection between workstations and the server. We advised the client to have his network technician look into the reasons for those interruptions. This he did, apparently. We interfaced with his technician, and the technician said that he’d examined all relevant aspects of their network and had replaced certain components to make it more robust.

Also, the client ordered our advanced database package, the SQL Database Module on October [redacted], 2013. (See attached invoice). After that installation, our technician, [redacted], spoke to the client and the client said he was very happy with the system, and that everything was working smoothly. We were thus very surprised when we got this complaint from the Revdex.com. We tried to call the client to find out what exactly he is unhappy with, and have left several messages for him, but he has not answered our calls.

We find this extremely strange that he now goes around our established system of communication to complain to a third party, that things are not to his liking. We have given this client all the attention he needs to use the software successfully, and he has been using it now for over 3 months. Client claims he asked for a refund. This is not correct. Our sales contract clearly defines our return policy: client can return the software within 30 days of purchase if he wants a refund. As previously stated, he has been using the software for over 3 months, and during the last conversation [redacted] had with him, he said he was very pleased with the software.

The client still owes us $500.00 for the additional SQL database module he ordered. We expect payment for this amount legally owed to us, and we shall take all necessary legal steps available to enforce our rights.

Thank you

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First I want to start saying that it's truth that I spoke with [redacted] and I said that I was happy with the software. But that comment was when we was finishing up one of our online support section. We xid over 10 tentative to have this software working and almost every time when we finish the phone call the program was working. But soon as we turn our computers off and try to connect again the software was going corrupt. So [redacted] had to re-install the software many times.

I never ordered the $500.00 package that they are talking about. It was recommended by then saying that I was in need of make an upgrade to have that software working. And they said tha it was going to work. But never happen.

We also have all our record of all calls and all e-mail that we send asking cor help.

That's why it take us so long to ask for our money back.

Because they was trying to get the software working. Without any success.

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I understand that [redacted] is upset. HE claims he has had problems getting the software to run consistently and effectively. We keep detailed notes on the interactions we have with each and every client.

I have reviewed [redacted]'s notes and found that there were a few instances where a member of his staff called to complain that our software was not running properly. On several occasions, various support staff here asked her to provide details pertaining to the errors they were getting. We have our software running at thousands of businesses and errors are exceedingly rare. Over a period of 25 years, we have developed a good understanding of the types of problems and symptoms which can occur. If the error was due to code in our software, we would have been able to fix it immediately. However, the errors [redacted]'s staff were reporting suggested that their computer network was malfunctioning in some way. We informed [redacted] of this problem and he told us he would have a technician review the entire network.

[redacted] still complained of intermittent errors. We explained to him all the likely scenarios which may cause data corruption. Besides network problems, another area of concern was that a member of his staff was rebooting their computer while the software was still active.

When we tried to help this assistant, we were frequently met with indifference or rudeness. On one occasion, I ([redacted]) personally called to speak with the assistant and she proceeded to yell at me over the phone for a considerable amount of time.

We have our software running on thousands of computers with no problems. This is how we know something is amiss at [redacted]'s organization- whether it be a hardware problem, a network problem, or neglect of basic computer hygiene. Due to the lack of cooperation from [redacted]'s staff, we were not able to definitively locate the source of the problem.

We have every confidence that if [redacted] put a polite and responsible person in charge of learning our software, we can resolve or at least identify [redacted]'s problem.

Despite the fact that [redacted]'s support subscription has expired and the fact that he still owes us $500 for an SQL database we already sent him, we are prepared to offer [redacted] two weeks of free support subscription, as a gesture of good faith. This offer is specifically tailored so that we may attempt again to analyze and identify [redacted]'s problem, so that he can continue to run his software and his business efficiently, just like our thousands of other users.

As stated above, this would require cooperation from [redacted] and his appointed lead person. If we are abused or ignored, we will withdraw this and all other offers of free assistance.

[redacted] can contact me with his decision about this offer.

n.b. we cannot offer any other solutions to this matter as we have already done more than required and more than we usually do for even much larger organizations.