Uptown Catering

***,I just wanted to followup on this report The customer was upset that our website did not state that an internet connection is required to use our software He was right and we should not assume this knowledge.Following his complaint, we added the following information to our website in three locations Most prominently, customers can find it on the purchase page, under the FAQ “What are the System Requirements”What are the system requirements?System Requirements: Intel Pentium or higher processor, 2GB or more of RAMWindows XP or greater, Mac OS X or greater, Ubuntu Linux or greaterOpenGL capable system An internet connection is required for the installation and continued use of the software.- - -Jann W*** | OperationsSimplify3D

I received a response today from [redacted] following my email yesterday As you may recall, I offered to provide a full refund but asked him to first uninstall the software from his computer He explained that he could not uninstall the software Despite his unwillingness to remove the software from use, I refunded the full amount and sent the money back to the original purchasing account ([email protected]) I think this inquiry should be considered CLOSED.REFERENCE: Today’s email from [redacted] (Please note that this is the 4th email address that he has used The original email where the software was assigned was [email protected])Begin forwarded message:From: [redacted] Subject: Re: Simplify3D Support - Refund requested through [redacted] ( [redacted] )Date: March 10, at 2:59:PM ESTTo: Jann W< [redacted] >That PC is not connected to internet and I am not using your softwareSwitched to cura long time agoFiled a Revdex.com complain alreadyYou can answer over there

SUMMARY: A refund was processed today 8/28/and the software has been disabled.However, we want the Revdex.com to know the history because the customer statements do not line up with the facts.The customer states they have a day free trialSimplify3D does NOT offer a free trial program Our website states that we offer a full refund in weeks if the software does not meet expectationsThe customer purchased our software TWICE The first purchase was refunded, but I do not have a record of the customer requesting a refund for their second purchase Here is the communication history: PURCHASE #1:8/6/Customer purchases software but enters his email address incorrectly Customer contacts Simplify3D and we reissue his software to the correct email address.8/7/Customer writes to tell us he is returning his 3D printer so he no longer needs the software REFUND PROCESSED 8/8/16.PURCHASE #2:8/10/Customer purchases our software a second time.8/10/Customer emails Simplify3D Support; email answered 8/108/11/Customer emails Simplify3D Support; email answered 8/128/12/Customer emails Simplify3D Support (Friday night); email answered 8/(Sunday)This is the last email we have from the customer There is no record of a request for a refund In addition, the software is still active on the customer's computer So as a final action, we deactivated the software from his computer and processed his refund

We provided a refund to Mr [redacted] today Mr [redacted] wanted customer support on a phone call In fairness to all our customers around the world in countries, we provide all support via EMAIL We do not offer phone support for our software In an attempt to be responsive to Mr [redacted] , we attempted to answer all his emails in a timely fashionThere were more than emails in a 4-day periodWe never denied him a refund......he continued to ask the same questions by sending emails repeatedly, such as emails in minutesAgain, the refund was provided todayI provided a PDF showing some of our communication history with the customer and the acknowledgement of his refund

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

TO: Revdex.comI am happy to provide more information about this customer [redacted] first contacted us through [redacted] Our [redacted] Manager referred him to our technical specialists, and our conversation with him started by email on Jan Emails continued through Feb We actually have the same model 3D printer in our office, so we know his 3D printer operates well with our softwareAs you can see, when he solved one problem, he simply went on to the next problem and became very angry I believe you will see that our Support Representative remained positive and helpful throughoutWe offered him a refund on Feb19, but he did not take the steps described and continued to engage in emails.I am happy to provide [redacted] with a refund, but first, he must uninstall the software from his computer I communicated with him TODAY to offer him a refund and the steps to uninstall the software Today’s email is the first email you will see, below.- - -Jann W| Operations###-###-#### cell [redacted] Simplify3DReed Hartman HwySte 106Blue Ash, OH 45241-2485Website | [redacted] | Twitter | YouTube