Wastebooks, LLC

Complaint: [redacted] I am rejecting this response because: Although we did install the software over a year later the issues at hand were not user errorsWhen I have to pay for techincal support on an issue and then Im told that the technician has no idea how that issue even came about I highly doubt it was done by user errorThe issues I have are due to a flawed softwareA user or controller of the program could not even create the issues if they triedIf they would liek to deny the fact that I have been told on many occasions by many of their staff that there is just something wrong with our software that is fine for themIt still does not justify the fact that the main issue has not been fixed almost a year later and I have lost countless customers due to itOr the fact that I had to purchase three technical supports for issues come about by the softwareThe bottom line is if the programmers of their software can not fix the issue you should not sell the softwareI have recommended re-installing the software to fix any bugs that may be happening or to upgrade my software to one that worksI keep getting shut down and all I have to do is keep buying support every six monthsBelow please find a list of issues we have not caused by user errorCustomer Aging(This keeps all invoices 90+ in the current category)Monthly Invoices (No matter the setting they email, fax and print out defeating ant cost savings)Route List (Customers set twice per month do not match service date with frequency)Invoices (Lately it only saves a certain number of invoices, after that there is no way to access them)Balances (The balance in one column of the software doesn't match the second column and doesn't match the invoice printed.) Regards, [redacted]

In response to the rejection posted on Complaint # [redacted] WasteBooks currently has well over customers operating on the same version of the software as the ComplainantWith the exception of the Aging issue, none of those customers are experiencing the same or similar problems that the Complainant has provided in her response With well over years of successful operation in the WasteBooks software , we have consistently found that more than 90% of the issues that are presented to our Support Staff can be directly attributed to either User error or Environmental configurations We make no allegation that the Complainant in this case did or did not cause the errors in question, we are simply providing the benefit of our experience in an attempt to flush out and resolve the underlying cause of the complainants concerns However, we can attest that many times recurrent errors, as these appear to be, are alleviated by additional training and/or coaching of the customer on the WasteBooks process, as designed Many times a minor deviation from the designed process flow can result in a system errorTo that end, we have upgraded the Complainant to the most current version, and offer additional training upon request In response to the concerns expressed by the Complainant in their response, we offer the following documentation: Customer Aging- In development for resolution In contact with complainant’s staff and providing updates to the same, as they become available.Monthly Invoices- Emailed invoices are not printed for cost savings Faxed statement is an obsolete function of the software and will be removed as an option on the next releaseThis information was communicated to Complainant Route List- Complainant’s Client database has been pulled in house and is currently being researched by technician If our Support Team can replicate the same issue that the client is experiencing, a development bug will be submitted for resolution If it cannot be replicated in house, on the same version of the software , then resolution is naturally directed to User error or Environmental configurations,.Invoices-Issue was reported on the Tuesday before Christmas Eve, after office was closed for the holiday Issue was resolved the first day that the office was reopened (Friday, 12/26).Balances-Restatement of the Aging issue which is in development WasteBooks is designed as a self-directed Training programWe provide an Online Video Training System, and Library of Frequently Asked Questions to our customers at no additional charge All Customers also receive a staguide and up to hours of One on one training with a Technical Team memberThese resources are frequently used to resolve common errorsIn addition, for a nominal fee, we also provide several options for Telephone, Remote Connectivity and Online Chat assistance This allows each Customer to select the type and duration of support that best meets their needs We remain committed to working through the few remaining issues with the complainant and anticipate a mutually acceptable resolution within the parameters of WasteBooks published terms and conditions of purchase Regards, [redacted] WasteBooks

To all concerned:We have been in continued communication with the Complainant(s)t since they originally purchased the WasteBooks software in We have worked diligently to meet their expectations within the design functionality of the WasteBooks Software Their purchase was made over the internet and the Refund and Tech Support policies were clearly outlined on the contract (Attached)Complainant failed to schedule installation for over a year, at which time we honored their days of Free Technical Support to assist with Training and Implementation Tech Support is offered as an option to Customers to assist with any User errors that may occur We do not charge for resolution of BUG issues detected in the WasteBooks program Each time the Complainant made a purchase of the Premium Tech Support it was to resolve errors they created, no due to flaws in the operation of the software.We are continuing to work on the BUG submission in the Aging process and have spoken to them frequently in the past month The Invoice issue in question, was called in, afterhours, on the Tuesday before ChristmasOur Sales Representative accepted the incoming call while driving home that evening , but all Technical Staff had already been dismissed for the holiday The office was scheduled to be closed Christmas Eve and Christmas DayWe informed them we would be available on Friday , December 26th to assist with resolving the printing errorCustomer was contacted on Friday December 26th and the issue was resolved by 2:00PM that same day.We are committed to providing all reasonable resources and working through the few remaining issues to ensure that we meet their expectations going forward Best Regards, [redacted] WasteBooks

Complaint: [redacted]
I am rejecting this response because: Although we did install the software over a year later the issues at hand were not user errors. When I have to pay for techincal support on an issue and then Im told that the technician has no idea how that issue even came about I highly doubt it was done by user error. The issues I have are due to a flawed software. A user or controller of the program could not even create the issues if they tried. If they would liek to deny the fact that I have been told on many occasions by many of their staff that there is just something wrong with our software that is fine for them. It still does not justify the fact that the main issue has not been fixed almost a year later and I have lost countless customers due to it. Or the fact that I had to purchase three technical supports for issues come about by the software. The bottom line is if the programmers of their software can not fix the issue you should not sell the software. I have recommended re-installing the software to fix any bugs that may be happening or to upgrade my software to one that works. I keep getting shut down and all I have to do is keep buying support every six months. Below please find a list of issues we have not caused by user error. Customer Aging(This keeps all invoices 90+ in the current category)Monthly Invoices (No matter the setting they email, fax and print out defeating ant cost savings)Route List (Customers set twice per month do not match service date with frequency)Invoices (Lately it only saves a certain number of invoices, after that there is no way to access them)Balances (The balance in one column of the software doesn't match the second column and doesn't match the invoice printed.)
Regards,
[redacted]

In response to the rejection posted on Complaint # [redacted] WasteBooks
currently has well over 100 customers operating on the same version of the
software as the Complainant. With the exception of the Aging issue, none of
those customers are experiencing the same or similar problems that the Complainant
has provided in her response.  With well over 15 years of successful  operation in the WasteBooks software , we have
consistently found that more than  90% of
the issues that are presented to  our Support
Staff can be directly attributed to either User error  or Environmental configurations.  We make
no allegation that the Complainant in this case did or did not cause the errors
in question, we are simply providing the benefit of our experience in an
attempt to flush out and resolve the underlying cause of the complainants
concerns. 
However, we can attest that many times recurrent errors, as these
appear to be, are alleviated by additional training  and/or  coaching of  the  customer on the WasteBooks  process, as designed.  Many times a minor deviation from the designed
process flow can result in a system error. To that end, we have upgraded the Complainant
to the most current version, and offer additional training upon request. 
 
In response to the concerns expressed by the Complainant in their response,
we offer the following documentation:
 Customer Aging- In development for
resolution.  In contact with complainant’s staff and providing updates to
the same, as they become available.Monthly Invoices- Emailed invoices are not
printed for cost savings.  Faxed statement is an obsolete function of the
software and will be removed as an option on the next release. This information
was communicated to Complainant.  Route List- Complainant’s Client database has
been pulled in house and is currently being researched by technician.  If  our Support Team can replicate the same issue
that the client is experiencing, a development bug will be submitted for
resolution.  If it cannot be replicated in house, on the same version of
the software , then resolution is  naturally directed to User error  or Environmental configurations,.Invoices-Issue was reported on  the Tuesday before Christmas Eve, after office
was closed for the holiday.  Issue was resolved the first day that the
office was reopened (Friday, 12/26).Balances-Restatement of the Aging issue which
is in development.
  
WasteBooks
is designed as a self-directed Training program. We provide an  Online Video Training System, and Library of
Frequently Asked Questions  to our
customers at no additional charge.  All Customers also receive a start-up guide and up to  2 hours of One on one training with a Technical Team member. These
resources are frequently used to resolve common errors. In addition, for a
nominal fee, we also provide several options for Telephone, Remote Connectivity
and Online Chat assistance .  This allows
each Customer to select the type and duration of support that best meets their needs.
 
We
remain committed to working through the few remaining issues with the complainant
and anticipate a mutually acceptable resolution within the parameters of
WasteBooks published terms and conditions of purchase.   
 Regards, [redacted]WasteBooks

To all concerned:We have been in continued communication with the Complainant(s)t since they originally  purchased the WasteBooks  software in 2012.  We  have worked diligently to meet their expectations within  the design functionality of the WasteBooks...

Software.  Their purchase was made over the internet and the  Refund and Tech Support policies were clearly outlined on the contract (Attached). Complainant failed to schedule installation for over a year, at  which time we honored their 30 days of Free Technical Support to assist with Training and Implementation.    Tech Support is offered as an  option to  Customers to assist with any User errors that may occur.  We do not charge for resolution of BUG  issues detected in the WasteBooks program . Each time the Complainant made a purchase of the Premium Tech Support it was to resolve errors they created, no due to  flaws in the operation of the software.We are continuing to work on the BUG submission in the Aging process and have  spoken to them frequently in the past month.  The Invoice issue in question,  was called in, afterhours,  on the Tuesday before Christmas. Our Sales Representative accepted the incoming call while driving home that evening , but all Technical Staff had already been dismissed for the holiday.  The office was scheduled to be closed Christmas Eve and Christmas Day. We informed them we would be available on Friday , December 26th  to assist with resolving the printing error. Customer was contacted on Friday December 26th and the issue was resolved by 2:00PM that same day.We are committed to  providing all reasonable resources and  working through the few remaining issues to ensure that we  meet their expectations going forward.  Best Regards, [redacted]WasteBooks