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At 08:24 PM 10/10/2002 -0700, you wrote:
Re: Re: BEWARE - Do Not Use Optigold - DISHONESTLIARS
From: BurstNET Technologies, Inc President - C.E.O.
Date: Thursday, October 10, 2002
Time: 8:48:48 pm
>BurstNET Technologies, Inc President - C.E.O. wrote:
>
>> 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
You are not Steve Jobs..and I know you have no more than a handfull of
employees there, if that even...
In 6 months I only found two of you.
>
>> 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.
We sure do issue credits if a service/product we provide is found to be
unusable by a client.
We hope he stays as a client, and forgets the beginning problems he had.
I should think you would have just given us our refund, and hoped we tried
the product again after not liking others,
or saying to an associate..."hey you know what Optigold wasn't for us, but
they were fair to us, why don't you give them a try"
Instead, we got the runaround, and now are doing the opposite...
>
>> 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.
No, if we were told, "we will not issue an RMA until we get he reason from
your CTO", then you better believe you would have had that withing a day or
two.
Instead, we thought it was not a necessary thing, and you just wanted it to
improve security concerns on your product.
I am not an unreasonable person...I just feel like we were left with no
viable way to get someone to work on this problem for months.
I mean, how come we get instant responses tonight on this mailing list,
but then when we email your company directly, we don't get responses for
7-10 days (not just billing dept...)....it's just not right.
You would be aggravated to if you felt you gave all requested info and
still didn't get your refund.
You stated in another email, if we would have been nice about this, and not
posted like this " you would still give us our refund"
Well, I can't believe thaht, cause we were niec and patient for many
months, and you didn't giive us the refund.
Why now do you say that you would have given it to us, but yet didn't prior
to this?
>
>> 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. :)
Probably not, but you have our email about what the security problems are
for months now....so I guess you don't care are it anyways.
As the programmer, I guess you would care about it, and if you don't, then
why the heck dod you hold up the refund?
Yo must no have cared about it, and it was just used as a delay
excuse...etc...Makes no sense...
>
>> 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.
If I have a customer calling up and complaining, I sure as heck would make
sure this was taken care of....even if I didn't do it myself.
YOU personlly made no effort to do so over the phone.
If you would have, my attitude problem tonight would not have been necessary.
You drove us to this!
You say you would have still given us the refund, but then you say you
cannot help us...which one is it...
This is the kind of runaround I am talking about..
i just wanted the matter cleared up and that's it, you think I like being
rude? I'm the nicest guy in the world until I reach my limit....6 months is
that limit.
If we get our refund, I am willing to admit such in this forum, and
possibly apologize for my extreme rudeness,
but we still have gotten no where and in the same runaround situation as we
have been for months with your company.
Please take care of this situation like you should have when you were
called earlier by our VP.
SMA
PRES/CEO
BURSTNET
> - Shawn
>
>-------------------------------
>Shawn D. Hogan
>President, Digital Point Solutions
>http://www.digitalpoint.com
>(858) 452-3696
>
>
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