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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: 9:13:52 pm
> You are not Steve Jobs..and I know you have no more than a handfull of
> employees there, if that even...
I don't claim to be, it was just an example...
> 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.
Well, when it was said, "All we would need to issue the refund is the user's
guide returned and the reason for the return and we can get it processed for
you.", I would think that makes sense. Or even the next month when your
company inquired about the refund and we said we were still waiting on the
reason... or even the NEXT month when the same inquiry (and same response)
was made again. Did you really not understand at that point?
> 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.
That's because unlike normal people, I don't sleep... And I don't handle
support emails or anything like that either. Some emails take longer than
others, but I just pulled a report and emails to support, billing or sales
took an average time of 87 minutes to respond to within our company... 24
hours a day, 7 days a week. Yes, that is just an average, with some being 1
minute and some being days. But to say that you are mad because *I* respond
faster on the email list than other email addresses do is not really
justified.
> 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?
See original explanation (the same email that was written in).
> 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...
As stated in previous email, it's the principle, nothing else. Has nothing
to do with money. And I'm not even sure how the analogy of holding up a
refund because of security risks came up. Do you really think someone is
holding up a refund because of a perceived security risk? And your right, I
don't care the security risk all that much because that's a normal security
issue and nothing that anyone can do anything about. If you want people
outside your firewall to access (anything) they will need access through the
firewall or the machine would need to be outside the firewall. It was not
used as a delay mechanism, it was to justify the bending of the refund
policies.
> 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...
Actually both. "would have" = past tense also... you forget the rest of
it... "would have if you weren't such an ass to our employees who were
trying to help"
> 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.
Sorry, you have come to the wrong place for that. When you said months ago
that you refused to send the reason and that would just issue a chargeback
to the credit card, that was perfectly acceptable to us. That outlook has
not changed from my point of view. You are welcome to issue a chargeback
with your card holder (or anything else you feel necessary). But that *is*
the route you would need to take at this point.
> 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.
Agreed. There really is nothing you can say or do that is going to cause a
refund to be issued from our end. Your energy would be better spent with
your credit card company, filing legal complaints, etc.
> Please take care of this situation like you should have when you were
> called earlier by our VP.
See above.
- Shawn
-------------------------------
Shawn D. Hogan
President, Digital Point Solutions
http://www.digitalpoint.com
(858) 452-3696
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