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BurstNET Technologies, Inc President - C.E.O. wrote:
Re: Re: BEWARE - Do Not Use Optigold - DISHONESTLIARS
From: Shawn Hogan
Date: Thursday, October 10, 2002
Time: 8:27:56 pm
> Must be the "other" one person in your company that handles everyting else
> then...Claudia...who seems to not have been the one that knows what is
> going on either...
> amazing....
> So we are stuck emailing and waiting 7-10 days for a pointless response
> from your billing dept, and will never be able to talk to anybody about a
> billing issue on the phone?
> Just the run-around I was talking about earlier...
> Then who does?
> Do you have any people there besides the two people who can't/won't handle it?
> No one else seems to exist there from what we can tell....
Accounting/billing handles it. Imagine calling Steve Jobs up because you
wanted to return a computer you bought from Apple. My guess is that yes...
he does have the authority to do whatever it is you need, but I'm guessing
that you probably would be deferred to the correct department
> That was not made 100% clear to us.
> We were never told anything about going over the 90 days (yes, we did see
> 30 days on website), and that you would make an exception.
>
> During those 90 days we never got the product installed, and were in
> constant contact with your company on the tech side to try and work
> security issues out. As far as we were concerned the 30 day term should
> start once we get the product installed right, NOT from the download.
> Otherwise we would have no opportunity to test the product out at all!
Do you start service for your co-location customers once they figure out how
to configure the services on their machines, or when the machines are
installed? I'm sure you will agree that some line has to be drawn. And
since Optigold doesn't "call home" with any info, someone could call up 20
years later saying they never did get it working how they wanted. Which
again brings me back to the trial. That's what it's for... never expires,
nothing disabled, etc.
> As far as we knew you understood our tech problems, and agreed to refund
> because we could not get the product working to our security levels.
> Everything was fine in our relationship up and until that point, as far as
> tech support went...besides the security flaws in the product as far as we
> were concerned.
> We got the RMA number no problem...and then everything went to hell...
> Minimal responses from your company, unavailability, no-one willing to
> figure the stuation out with us, one word answers, etc....
> This went on for months and months!
> We finally had enough...what more do you want from us?
> You held up the refund over a three sentence paragraph on why we were
> unhappy with the product?
> As far as we knew that was just for your own usage to fix your product, not
> a so-called "contingency" of us getting a refund you alteady issued and RMA
> number for!
> No other company in the world issues an RMA number before they
> returnability...
> If this was a contingency, then you should have held the RMA number until
> the contingency was filled.
> As far as we knew, the RMA was issued, and it was a done deal, and we were
> waiting for our refund.
> How long would you wait for a refund, and the complete run-around, until
> you finally started to take other mesaures?
The RMA was issued because you said you were going to have the CTO send over
the stuff the next day.
I would imagine you would be pissed about not being able to get an RMA
number before the reason was sent over, so it makes me think it would be a
lose-lose situation.
> There were issues even with the server behind the firewall.
> Remember, you have a web-basex system, and not all machines are behind te
> firewall.
> Compbined with Filemaker on the ackend, we found some major securiy problems.
Again, I'm not really familiar with the specifics of your architecture, so
I'm not sure how to address it. Not that it even matters at this point
anyway I would guess. :)
> Being patient for months is not the wrong way.
See previous response...
> Oh I thought you didn't handle such things?
That is correct.
> No all of a sudden you are making a decision? bulls**t!
Do you handle billing related issues within your company? I'm guessing
probably not. But I'm sure you do have the authority to override whatever
your billing employees decide upon. I'm just saying that I don't personally
feel there is justification for such an override to come from me.
- Shawn
-------------------------------
Shawn D. Hogan
President, Digital Point Solutions
http://www.digitalpoint.com
(858) 452-3696
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