Tru-Tek Plumbing Inc

This client has been with us since 2010.  We did discontinued telephone support in an effort to keep wholesale inventory cost as low as possible.  Support issues are handled via email, livechat and a support ticket system.  I checked the history and there is no record of any attempted...

communication from this client.  We migrated to a new system and sent out repeated announcements as well as announcements posted in our customer back offices letting them know that we are migrating to the new system and will be discontinuing support of the old system.  This particular customer is still on our old system in spite of our repeated attempts to reach out to them. We have never charged clients for phone support nor was it ever a part of the service agreement.  Discontinuing phone support was a management decision and was done to better serve our clients.  The support we provide is often of a technical nature and it is important and helpful to have a detailed log/history of our communications with our clients.  Since the change, our support satisifcation and effectiveness have greatly improved.As for the claim from this client that we are redirecting traffic.This is very easily verifiable by the client.  They have been with our company for nearly 5 years.  We provide realtime order reporting meaning that when they receive an order on their website, they can immediately check their online reports and see the orders.  The insinuation that we are redirecting traffic is misguided and absolutely unwarranted.  I would be happy to assist this client in migrating to our new system if they still want that.  Obviously a refund is not possible considering she has utilized our services for nearly 6 years.  If she is interested in migrating to the new server and continuing her service, she can contact us anytime.