Trivia Production Suite

I am rejecting this response because: the business did acknowledge that the laptop is under warranty and clearly in the screenshot the agent was absolutely no helpTheir solution to my laptop failure that is currently under warranty was to take it to a computer store where I would have to pay my own money for equipment that is under warranty with this companyI would like a full refund from this company for all equipment I purchased from themThis company has not made attempt to follow -up with me even though I have left voice messages, chats, and emailsThis is totally unprofessional and I feel that I have been ripped offI would also like to spread the word to the media or whoever else that may think about doing business with this company in the futureThanks, Mr [redacted]

Dear sir, madam:As you undoubtedly saw in the previous response attachment, our technician was attempting to give buyer a solution that would have resulted in same-day success. To date, all of our customers appreciate having this option firstly. Some customers do prefer to send a unit in for repair, which we would have this buyer to do, and are still willing to do. The repair was a simple one, whereby a computer store spends 2-3 minutes removing the hard drive and plugging it back in. The process would not have taken more than 3 minutes and likely the computer store would not even charge for such a procedure. But the buyer wouldn't know it because the buyer didn't take any time to follow the advise we game that would have resulted in same-day success. Even if the computer store were to charge for the procedure, the cost would be considerably less than the shipping fee to send us the laptop for warranty repair.However, keep in mind that the buyer's initial complaint is that we provided NO support, and is obviously now contradicting herself by only acknowledging now that we DID attempt to assist. Her sudden change of story speaks volumes! NEVER did we deny warranty repair, nor did she ever request any shipping information for warranty repair. So, her multiple claims are completely untrue.Finally, we do not manufacture laptops. We are merely a reseller of them. Her complaint is not against any product we manufacture. In her case the laptop would have been dropped, and the hard drive slightly dislodged and a simple 3 minute, or less, procedure would have resolved it. It is unfortunate she was unwilling to do that, or at least say on the chat correspondence with our technician "Sorry, I am not willing to do that. Can I please send the machine to you for repair?" Had that been asked we would have gladly reciprocated with instructions accordingly. But, as you see in the chat log that we sent previously her attitude was that of unfounded biased conclusions with threats.Sincerely,Thomas [redacted]

Hello Revdex.com, We are saddened to hear of [redacted]'s displeasure.  She did reach out to our online chat people successfully, and the chat person gave [redacted] the solution to resolve the problem.  The solution would only take 5 minutes for any computer store to do.  It is our goal...

to get customers up and running as fast as possible without having to deal with shipping costs and transit times, especially where [redacted] specifically says that she needs assistance "asap".  The machine is still under warranty and we would gladly resolve the problem for her, as we would for any customer, but in this instance the problem is very simple to resolve for any person with a basic knowledge of laptops, or for a computer store to accomplish.Here is the transcript of the discussion [redacted] had with our Online Chat person, which is proof she has been successfully in touch with us: Visitor navigated from https://digigames.com/19:21Visitor navigated to Software Upgrades for Wireless Buzzers and Quiz Game Systems 19:21Visitor navigated to DigiGames Customer Support 19:22Visitor navigated to Contact DigiGames [redacted]19:29I need technical assistance asap as my pre-loaded laptop will not start.19:30Katrina [redacted] has joined the conversation.Katrina [redacted]19:30Hello. Are you seeing an error message?19:47Visitor navigated to Reviews [redacted]19:48The orange battery light is blinking.[redacted]19:50Inaccessible boot device19:52Are you still there?Katrina [redacted]19:53Ok sounds like the hard drive has come lose and needs to be reseated.Simply remove the hard drive and install it back in and you will be good to go.[redacted]19:54I did twice already and it hasn't fixed it.Is it located underneath the back of the laptop?Katrina [redacted]19:55No. Along the side.You will want to get it to a computer store if you are not familiar with the internal workings of a laptop.[redacted]19:58Why would it come loose. I have not moved the laptop since I bought it?20:03I know that you guys already have my money but this service is below average for a business. I will make sure to screenshot our conversation for future reasons.Katrina [redacted]20:03If you wish to take you screenshot that we try to assist that is just fine.20:03Visitor has ended the chat.

Initial Business Response /* (1000, 6, 2015/10/12) */
Dear sir/madam,
This whole thing has blown up over a supposed incorrect answer in one of our trivia questions.
First, our answer was correct. Some editing or other technical issue on his end prevented the answer for a specific question...

to be displayed correctly. We have checked in our computer systems and reached out to random people and the end result is the same - our answer was correct and displays properly in their systems.
Second, it is up to the entertainer to review questions prior to doing an event, the same as DJ's preview new music before potentially offending people. This could have been easily avoided by the user spending just a few minutes reviewing the questions prior to going live with them in front of an audience.
Third, even TV game shows occasionally have an incorrect answer. Even if that was the case here (and it is not in this instance) the first 2 points definitely apply. Rarely, we do have an incorrect answer, as much as we work hard to research and avoid such, and the response from our support team is always "You can modify the answers, or cancel your subscription". This isn't intended as a rude response, but instead providing options to any dissatisfied customer that sends us stronger than normal email.
Forth, this person did not actually purchase the trivia content. He got it for free from another customer. As such this matter is before legal advisement and we intend to pursue the matter for copyright theft for "live performance of copywritten material".
Fifth, WE were unnecessarily provoked on social media. Please review for yourself the matter and you can see for the excessive profanity and threats from this person, and how we maintained a cool head through it all. Please see the Twitter discussion here: https://twitter.com/Sh1tJMESayS
While there, feel free to check out his bio. His own bio says: "I am Loud. I don't have a filter or an inside voice. I do not give a Fk. I probably don't like you! So we will end this with a Fk YOU and Have a Nice Day!"
Then, he claims his bio was for us, when he clearly posted this long before our interaction with him.
Ultimately, he invariably promoted us to entertainers who never heard of us resulting in 28 new orders and over $30,000 in sales. So, while he continues to think he has hurt us, the opposite is only true. As such, we aren't mad at him, but we also realize this person does not deserve an apology. Our fear is that he will stop trying to hurt us on social media, for then the sales will resume back to normal.
Sorry in advance for the things you are about read on his Twitter account, if you do decide to investigate the matter to that extent.
Sincerely,
Thomas [redacted]

Dear sir, madam:As you undoubtedly saw in the previous response attachment, our technician was attempting to give buyer a solution that would have resulted in same-day success.  To date, all of our customers appreciate having this option firstly.  Some customers do prefer to send a unit in for repair, which we would have this buyer to do, and are still willing to do.  The repair was a simple one, whereby a computer store spends 2-3 minutes removing the hard drive and plugging it back in.  The process would not have taken more than 3 minutes and likely the computer store would not even charge for such a procedure.  But the buyer wouldn't know it because the buyer didn't take any time to follow the advise we game that would have resulted in same-day success.  Even if the computer store were to charge for the procedure, the cost would be considerably less than the shipping fee to send us the laptop for warranty repair.However, keep in mind that the buyer's initial complaint is that we provided NO support, and is obviously now contradicting herself by only acknowledging now that we DID attempt to assist. Her sudden change of story speaks volumes!  NEVER did we deny warranty repair, nor did she ever request any shipping information for warranty repair.  So, her multiple claims are completely untrue.Finally, we do not manufacture laptops.  We are merely a reseller of them.  Her complaint is not against any product we manufacture.  In her case the laptop would have been dropped, and the hard drive slightly dislodged and a simple 3 minute, or less, procedure would have resolved it.  It is unfortunate she was unwilling to do that, or at least say on the chat correspondence with our technician "Sorry, I am not willing to do that.  Can I please send the machine to you for repair?"  Had that been asked we would have gladly reciprocated with instructions accordingly.  But, as you see in the chat log that we sent previously her attitude was that of unfounded biased conclusions with threats.Sincerely,Thomas [redacted]

Initial Business Response /* (1000, 5, 2015/09/30) */
Dear Sir/Madam,
We are sorry to hear about [redacted]'s displeasure.
[redacted] ordered a refurbished system from us to save money off of a new one. He did have some issues and we took the time to assist him in making the repair without having to ship...

the unit back. His friend, who is capable of soldering connections, did the repairs. This saved [redacted] considerable shipping costs and also provided a solution so that he could have the system back in hand the exact same day without any unnecessary delays. This was only fantastic support we provided. Any other manufacturer would have required the equipment back to the factory to make the repairs, not teach some unknown party from off the street how the system functions so as to make the needed repairs.
Regarding the software, the issue is definitely on his end. We have over 3,000 people using the exact same software with no crashing issues. Such issues are easy to resolve, but he has never once contacted us about software crashing issues. We have reviewed every email and text message from him. There are many bullying emails and text messages he has sent us, but never a text or email about software crashing. No phone calls regarding this have ever taken place.
Regarding his final point regarding Extreme Bingo, our policy regarding software licensing is no different than any other company. For example, if you purchase Photoshop or Microsoft Word, the registration key to unlock the program is only good for the one computer and not for an indefinite number of computers. [redacted] feels that since he purchased a SINGLE license that he 'owns' the software to the extent he can just install it at will on any machine. It is not any software developer's policy to have such a provision. If it were, then all his competition would then get the software for free from other users and run [redacted] out of business. Our policy not only protects our company but also protects our customers. Now, [redacted] says 'my computer died'. Anyone can claim that. All we asked for was the hard drive, or computer itself, so that we could remove our software from the drive. It is a simple task, and no other customer has had any issue sending us the drive or computer so that we can release the key. Again, this is only excellent customer support from us. No other company allows a method like ours for a key release. No other company takes the dead computer, is able to remove software and then release the key for a new machine and then ship the dead computer or drive back to the customer at no cost.
We feel [redacted] is being unreasonable, and despite the prompt excellent service we have continuously provided, he obviously feels empowered to bully us to bend basic standard rules that manufacturers and software developers have.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had a hard drive totally fail on me about a year ago. When this did, I brought it to my computer guy. He told me that my hard drive was from "2004". This means it is 11 years old. In fact, all of the hard drives that are in these systems are from the mid 2000s as they were purchased in bulk when DigiGames started.
So, when my red buzzer kept failing on me and was told it could not possibly happen that way, I brought it to my computer guy again. HE diagnosed the issue and fixed it. When it happened again, I had him and Tom work together to make sure it was fixed hopefully for good.

"Regarding the software, the issue is definitely on his end. We have over 3,000 people using the exact same software with no crashing issues."
This is not true. There are complaints on the Revdex.com - http://www.Revdex.com.org/minnesota/business-reviews/computers-hardware-software...⇄ /> http://uscomplaints.com/computers-services/31280-merchant-refuses-to-refund-for-...⇄ /> Customer service tends to range from very good to very bad and slow. I have called during "business hours" and had no on answer or call back for at least 24 hours on a few occasions.
I have five photos attached showing the inoperable computer. I don't enjoy spending $1,000 on a new computer and don't appreciate being called a liar about my old computer.
I find it unreasonable to send a broken computer across the country when almost no other software company would do so.
I don't think it it unreasonable for me to switch my license from the inoperable computer to the one that works.
First three are the computer and the file I think proves the license was on it (via the hard drive I had to extract)
The last two are of my V-Station Game Show Console where the grommets don't stay put because the particle board is worn in that area and the wires are set in an area without a grommet.
I stand by my original complaint.
Final Business Response /* (4000, 9, 2015/10/02) */
Dear Sir/Madam:
We too stand by our response. We have only given him fantastic support over the years, including sending a new system out to him at no additional cost to him. His anger is only due to our unwillingness to let him install our software on an unlimited number of machines, which is a policy no software company does. Sending us his failed computer, which he did not buy from us, would resolve this matter. We would send the computer back to him. It is not our fault he is unwilling to do this, but the fact that we are willing to resolve his issue by sending us his computer that he didn't buy from us further demonstrates that DigiGames only provides fantastic and timely support for all our users.
As you are already aware, bringing up other Revdex.com complaints has no bearing on the current and present issue, but [redacted] is apparently unaware of that.

I am rejecting this response because: the business did acknowledge that the laptop is under warranty and clearly in the screenshot the agent was absolutely no help. Their solution to my laptop failure that is currently under warranty was to take it to a computer store where I would have to pay my own money for equipment that is under warranty with this company. I would like a full refund from this company for all equipment I purchased from them. This company has not made 1 attempt to follow -up with me even though I have left voice messages, chats, and emails. This is totally unprofessional and I feel that I have been ripped off. I would also like to spread the word to the media or whoever else that may think about doing business with this company in the future. Thanks, Mr [redacted]