UPDATE - Mr. [redacted] finally uninstalled his software, so I was able to process his software refund through PayPal today at 7:15am.- - -[redacted] | COO
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. 11. Emails continued...
through Feb. 20. We actually have the same model 3D printer in our office, so we know his 3D printer operates well with our software. As 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 throughout. We offered him a refund on Feb. 19, 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]Simplify3D11305 Reed Hartman HwySte 106Blue Ash, OH 45241-2485Website | [redacted] | Twitter | YouTube
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 120 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 fashion. There were more than 20 emails in a 4-day period. We never denied him a refund......he continued to ask the same questions by sending emails repeatedly, such as 4 emails in 5 minutes. Again, the refund was provided today. I provided a PDF showing some of our communication history with the customer and the acknowledgement of his refund.
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, 2016 at 2:59:14 PM ESTTo: Jann W. <[redacted]>That PC is not connected to internet and I am not using your software. Switched to cura long time ago. Filed a Revdex.com complain already. You can answer over there.
[redacted],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 4 or higher processor, 2GB or more of RAM. Windows XP or greater, Mac OS X 10.6 or greater, Ubuntu Linux 12.10 or greater. OpenGL 2.0 capable system. An internet connection is required for the installation and continued use of the software.- - -Jann W[redacted] | OperationsSimplify3D
SUMMARY: A refund was processed today 8/28/16 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 45 day free trial. Simplify3D does NOT offer a free trial program....
Our website states that we offer a full refund in 2 weeks if the software does not meet expectations. The 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 #1:8/6/16 Customer purchases software but enters his email address incorrectly. Customer contacts Simplify3D and we reissue his software to the correct email address.8/7/16 Customer writes to tell us he is returning his 3D printer so he no longer needs the software. REFUND PROCESSED 8/8/16.PURCHASE #2:8/10/16 Customer purchases our software a second time.8/10/16 Customer emails Simplify3D Support; email answered 8/108/11/16 Customer emails Simplify3D Support; email answered 8/128/12/16 Customer emails Simplify3D Support (Friday night); email answered 8/14 (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.
[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]
UPDATE - Mr. [redacted] finally uninstalled his software, so I was able to process his software refund through PayPal today at 7:15am.- - -[redacted] | COO
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. 11. Emails continued...
through Feb. 20. We actually have the same model 3D printer in our office, so we know his 3D printer operates well with our software. As 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 throughout. We offered him a refund on Feb. 19, 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]Simplify3D11305 Reed Hartman HwySte 106Blue Ash, OH 45241-2485Website | [redacted] | Twitter | YouTube
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 120 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 fashion. There were more than 20 emails in a 4-day period. We never denied him a refund......he continued to ask the same questions by sending emails repeatedly, such as 4 emails in 5 minutes. Again, the refund was provided today. I provided a PDF showing some of our communication history with the customer and the acknowledgement of his refund.
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, 2016 at 2:59:14 PM ESTTo: Jann W. <[redacted]>That PC is not connected to internet and I am not using your software. Switched to cura long time ago. Filed a Revdex.com complain already. You can answer over there.
[redacted],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 4 or higher processor, 2GB or more of RAM. Windows XP or greater, Mac OS X 10.6 or greater, Ubuntu Linux 12.10 or greater. OpenGL 2.0 capable system. An internet connection is required for the installation and continued use of the software.- - -Jann W[redacted] | OperationsSimplify3D
SUMMARY: A refund was processed today 8/28/16 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 45 day free trial. Simplify3D does NOT offer a free trial program....
Our website states that we offer a full refund in 2 weeks if the software does not meet expectations. The 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 #1:8/6/16 Customer purchases software but enters his email address incorrectly. Customer contacts Simplify3D and we reissue his software to the correct email address.8/7/16 Customer writes to tell us he is returning his 3D printer so he no longer needs the software. REFUND PROCESSED 8/8/16.PURCHASE #2:8/10/16 Customer purchases our software a second time.8/10/16 Customer emails Simplify3D Support; email answered 8/108/11/16 Customer emails Simplify3D Support; email answered 8/128/12/16 Customer emails Simplify3D Support (Friday night); email answered 8/14 (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.
[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]