ZYTO Technologies, Inc.

Complaint: ***
I am rejecting this response because:Nothing has been resolvedWhen I called to tell the company what the issues were they said I could speak to tech support which I did but nothing has been resolvedThe whole complaint is that the product is not reliableKeep in mind that I set an appointment with tech support and never received the callI had to call them and ask what was going onAnd then they continued with the appointmentThat was about an hour lateWhen I walked through with them everything worked normalWhich I told them it does not always act upIt is up and downWhich once again is the reason I will not be using this product anymore and need a refundI refuse to use a product that only works when it feels like itThat is not good for my businessI simply would like to return the product and get my money backI tried this product several times throughout a months time and it worked about 30% of the time.
Sincerely,
*** ***

We are sorry to hear that you were unhappy with the product. According to our records the issues that were discussed during the support calls were addressed successfully. Due to our no return policy, we are unable to issue a refund. However, there are certainly new issues that can arise and we are willing to work through any other software or hardware issue directly related to the product. We want to help customers be successful.

ZYTO received the first call from the customer with concerns about technical issues near the end of the first month of use. On January 27th the Technical Support team attempted to contact the customer and left a message. Four days’ later the customer called back and spoke with Customer Service,...

expressing concerns about technical issues and wanting a refund. ZYTO has a no-refund policy that is listed in the Terms and Conditions that must be agreed to before purchasing the product and using the software. Customer Service explained the policy again but offered to submit a consideration for refund if the customer’s software was not functioning as intended. Customer Service also offered to temporarily suspend subscription payment of the software while the customer received help to resolve technical concerns and any additional training or support needed. The customer refused. However, later that day the customer received technical support to address the concerns expressed. One concern was that client sessions were not showing up. Technical Support identified that missing sessions were on a different computer that had not been synced and explained how to sync the software. The customer also mentioned inability to email reports. Technical Support tested two reports with the customer and both were successful. The inability to view pdf reports on various devices was another concern of the customer; however, it is stated both on the product website and in the Terms and Conditions that the software only operates on Windows 7, 8, or 10. Accessing pdf reports from other devices is possible if the viewer has the correct Adobe application to open the file. This was also communicated with the customer. ZYTO provides reports in pdf format, but pdf files are an Adobe product and ZYTO does not have control over the display of this file type on all operating systems. The customer then spoke with Customer Service staff and Supervisor several times in the following 24 hours but because the software was operating properly, the no-refund policy was maintained. A free month subscription was offered again to remunerate some inconvenience but the customer refused and chose to stop use of the software. ZYTO also offers a referral program which includes a custom link that can be shared with others. When this link is clicked it takes the person to the store where they can purchase. If the software is purchased, information about the referrer is associated to the order so that ZYTO can credit a referral bonus to that individual. This may explain the reason for an unknown referral – sometimes a link can be clicked and unbeknown to the buyer, they used a referral link.ZYTO continues to make clear its refund policy and software specifications prior to purchase. We value our customer and seek to support and train as needed. We empathize with the customer's frustrations and hope that this clarifies efforts made to address concerns within our control.