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AJHall · 07-02-2009, 02:37 PM

This is the first time in our operation and in my nearly 10 years in this business that I have encountered someone who was so inclined to cause public damage to my company or my reputation. Reading posts like this literally makes me ill.

This is the 3rd similar thread by this poster, all with the same intentionally damaging tone despite that he received a full refund from us.

Facts:
1) This client's CMS was installed and fully functional within a few days of purchase as promised.
2) On multiple occasions I answered the phone/ICQ personally when the client called.
3) Never did any support related issue go unanswered at any time
4) The client waited no longer than 3 days for a response at any time and this was for a response to a request for extensive CMS customizations.

Fortunately we have a ticket system so I have logs of all the emails, timestamps, etc. to back us up in case people exaggerate and claim they got no response.

What this person didn't choose to include in his post is that upon receiving a full refund he sent an email saying -

"For the record, I would have much rather had it work out than get a refund, because you definitely have a terrific product here, but I think that what we need and what you are able to offer are just too far apart."

Here is my response from the other threads on this matter:

Please accept our public apology.

The Elevated X CMS powers a large number of adult programs, mostly with good results.

The dissatisfaction expressed in this thread is related to our failure to provide a new client with a satisfactory response time to a request for product customizations - not a failure to provide service for a support issue.

In this case our software had been in use for less than 3 weeks and the best we could do was issue a full refund upon learning via email of the extreme level of dissatisfaction as expressed in the above post.

We try our best to offer a great product and prompt support service to every one of our clients including 24 hour emergency tech support response.

The number of happy clients who offer public praise in other threads attests to this, however, unfortunately as with any business there are times when we're simply unable to provide the level of service or the level of attention a client requires.

I apologize for your inconveniece and I'm sorry for disappointing you.

We wish you the best of luck with your venture and hope that you find a CMS provider that meets your needs.

AJ

07-02-2009, 02:37 PM
AJHall Confirmed User Industry Role: Join Date: Nov 2002 Location: Southern California Posts: 1,306	This is the first time in our operation and in my nearly 10 years in this business that I have encountered someone who was so inclined to cause public damage to my company or my reputation. Reading posts like this literally makes me ill. This is the 3rd similar thread by this poster, all with the same intentionally damaging tone despite that he received a full refund from us. Facts: 1) This client's CMS was installed and fully functional within a few days of purchase as promised. 2) On multiple occasions I answered the phone/ICQ personally when the client called. 3) Never did any support related issue go unanswered at any time 4) The client waited no longer than 3 days for a response at any time and this was for a response to a request for extensive CMS customizations. Fortunately we have a ticket system so I have logs of all the emails, timestamps, etc. to back us up in case people exaggerate and claim they got no response. What this person didn't choose to include in his post is that upon receiving a full refund he sent an email saying - "For the record, I would have much rather had it work out than get a refund, because you definitely have a terrific product here, but I think that what we need and what you are able to offer are just too far apart." Here is my response from the other threads on this matter: Please accept our public apology. The Elevated X CMS powers a large number of adult programs, mostly with good results. The dissatisfaction expressed in this thread is related to our failure to provide a new client with a satisfactory response time to a request for product customizations - not a failure to provide service for a support issue. In this case our software had been in use for less than 3 weeks and the best we could do was issue a full refund upon learning via email of the extreme level of dissatisfaction as expressed in the above post. We try our best to offer a great product and prompt support service to every one of our clients including 24 hour emergency tech support response. The number of happy clients who offer public praise in other threads attests to this, however, unfortunately as with any business there are times when we're simply unable to provide the level of service or the level of attention a client requires. I apologize for your inconveniece and I'm sorry for disappointing you. We wish you the best of luck with your venture and hope that you find a CMS provider that meets your needs. AJ __________________ Owner, Elevated X - The 4 Time Award Winning Adult CMS Software Company Used by More Than 2000 Adult Sites.