Dear Ms. [redacted],
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company's reply is demonstrably disingenuous and factually inaccurate. This response is not intended to be exhaustive. In the interest of resolving this matter in an expeditious fashion, I will focus only on those items most relevant to the dispute.
In her letter, Ms. [redacted] suggested that I was only to receive technical support, exclusive of upgrades and updates. This is contradicted by emails received from and phone conversations with their employee, [redacted] prior to the sale. Despite Ms. [redacted]’s contention, I was told, both in writing and verbally, that my edition would come with “12 months tech support, free installation/set up, free training, free updates for 12 months.” There was no asterisk and there were no qualifiers. There is nothing vague or ambiguous about “free updates for 12 months.” If this was contrary to company policy, this is a matter which needs to be taken up with employees and not purchasers / end users who must rely on the sales assurances made.
As acknowledged by Ms. [redacted], I sought to upgrade prior to the expiration of 12 months and was told “no.” Ms. [redacted] indicated that “support” was received on 3/18/2013. This is exceptionally disingenuous. That “support” consisted of being denied the updated new version that had been released. I was told, as stated in my initial complaint that the new release was an “upgrade” and not an “update,” a distinction which was arbitrarily and unilaterally made only after the sale had been completed and I sought to make use of the already bargained for updates.
Ms. [redacted] also indicated that she had no records of additional attempts having been made to contact the company. This is contradicted by email read receipts indicating that not only was additional effort made, but also that subsequent email had been received by Abacus. Ms. [redacted] may wish to ask her employees, including [redacted], what they do with emails once they are received. What they do not do is provide the common courtesy of a reply.
A 50% discount on the renewal of my support agreement is not what I sought; it is also unclear that this is any better than current specials. Moreover, Abacus should not be rewarded for breaching a contract with additional money. I simply wish for Abacus to be held to their original commitments – nothing more and nothing less.
Regards,
[redacted], Esq.
To respond to the rebuttal submitted by consumer [redacted], Ana to the Revdex.com serving San Diego, Orange & Imperial Counties regarding counterclaim complaint claim # [redacted], we can firmly state that here at Abacus Data Systems, we stand by our products and services and do not misrepresent our products or services in any way, shape or form. The consumer, Ana [redacted], had set unreasonable expectations for our products and services when she had signed up and then had been unwilling to pay for fees for the services that she desired. We consider this claim to be sufficient in response to the consumer’s rebuttal.
For the above complaint claim # [redacted] submitted by consumer [redacted], [redacted] to...
the Revdex.com serving San Diego, Orange & Imperial Counties for customer services issues, first we would like to state that we take our customers’ satisfaction very seriously and delivering on superior quality with great services is what we take pride in so deeply . Here at Abacus Data Systems, our mission is to provide fully integrated legal technology solutions alongside exceptional customer service to allow our clients to leverage their time to focus on what they do best; practice Law.
To respond to the above claim, it is has to be fully noted that the accusations by the consumer that Abacus Data Systems has acted deceptively and has “deceptive business practices” is not well founded. Abacus Data Systems has not unveiled an “on-line” or web-based version of its AbacusLaw product as it is claimed by the consumer. Abacus Data Systems however did unveil Abacus Private Cloud which is a cloud computing platform that provides the mobility and efficiency of a public cloud but is built on infrastructure dedicated exclusively for one organization. So therefore, Abacus Data Systems did not create an on-line version of AbacusLaw and did not mislead the client in any manner.
System updates are released periodically for AbacusLaw as all program run updates; this is done so Abacus Data Systems can stay cutting-edge in a competitive market. For the stated error messages "Your security profile doesn't allow this action. User: NDS Profile Administrator" or "Your access level does not allow you to edit this record" or "invalid account number entered.", this is not a restriction or a preventative measure that AbacusLaw has placed on the client, on the contrary it is a permission restriction in the user profile, set by the system administrator (the administrator or person in-charge in AbacusLaw in your firm i.e. attorney, office manager). Had the administrator granted the user more permission, those features would have all been accessible to the user, therefore it can be stated that Abacus Data Systems has not introduced any preventive measures or has not handicapped the program in any shape, form or manner and the basis of these claims are not justifiable.
Attn: Ms. [redacted], Revdex.com of San Diego & Imperial Counties
Re: Case number [redacted]
Dear Ms. [redacted]:
This letter is in response to your letter dated 02/26/2014 related to a consumer complaint placed through the Revdex.com by Mr. [redacted].
Attached to this email is the supporting documentation that substantiates the following:
· Mr. [redacted] first contacted us on 3/22/2012 and placed his order # [redacted] on 3/26/2012 for a total of 895.00 for which he was issued invoice # [redacted].
· Mr. [redacted] purchased our Case Management Software license, AbacusLaw Classic V 21, which included one year of technical support, not the VIP subscription plan which provides for unlimited support and upgrades.
· Our records indicate our support team provided Mr. [redacted] support services as per our agreement on the following dates; 3/30/2012, 4/17/2012 , /19/2012, 4/20/2012, 4/24/2012, 6/27/2012, 10/2/2012, 10/8/2012, 3/18/2013
· Mr. [redacted]’s support expired on 03/26/2013
· On 3/18/2013, 8 days prior to the expiration of his support agreement, Mr. [redacted] contacted our support team to inquire about upgrading his service. Our representative, [redacted] indicated to Mr. [redacted] that he would need to speak to his sales representative to assist with his account.
· We have no records that indicate Mr. [redacted] has further contacted us until today, 11 months after his inquiry referenced above. Today, our representative, [redacted] informed Mr. [redacted] that he is out of support and suggested to contact his sales representative to renew support services.
Our mission at Abacus Data Systems is to provide fully integrated legal technology solutions and superior customer service to allow our clients to focus on what they so best; practicing law. In this spirit, we are eager to be of assistance and would like to extend Mr. [redacted] at his choice, a 50% discount on the renewal of his annual support agreement, a subscription to our VIP program which provides unlimited support and ongoing product enhancements or Professional Services billed by the hour.
Please feel free to contact me any additional information.
Sincerely,
[redacted]
Abacus Data Systems, Inc.
M: ###-###-####
E: [redacted]@abacuslaw.com
For the above complaint claim # [redacted] submitted by consumer [redacted], [redacted] to the Revdex.com serving San Diego, Orange & Imperial Counties for customer services issues, first we would like to state that we take our customers’ satisfaction very seriously and delivering on superior quality with great services is what we take pride in so
deeply. Here at Abacus Data Systems, our mission is to provide fully integrated legal technology solutions alongside exceptional customer service to allow our clients to leverage their time to focus on what they do best; practice Law.
To respond to the above claim, per the contract agreement that the consumer [redacted] signed with Abacus Data Systems on 3/26/2012 for a total of 895.00 for which he was issued invoice # 172256, Mr. [redacted] purchased our Case Management Software license, AbacusLaw Classic V 21, which included one year of technical support.
Our records indicate our support team provided Mr. [redacted] support services as per our agreement on the following dates; 3/30/2012, 4/17/2012 , /19/2012, 4/20/2012, 4/24/2012, 6/27/2012, 10/2/2012, 10/8/2012, 3/18/2013. Mr. [redacted]’s support expired on 03/26/2013. On 3/18/2013, 8 days prior to the expiration of his support agreement, Mr. [redacted] contacted our support team to inquire about upgrading his service. Our representative, [redacted] indicated to Mr. [redacted] that he would need to speak to his sales representative to assist with his account.
The above documentation clearly counters the consumer’s claims that Abacus Data Systems “is misleading and deceptive to advertise a product as coming with updates only to arbitrarily and unilaterally term an update an "upgrade" and indicate that it is not covered.” when the consumer in reality signed up for our Case Management Software license, AbacusLaw Classic V 21, which included one year of technical support, not the VIP subscription plan which provides for unlimited support and upgrades. Therefore, the consumer’s claims are not well founded and hold no justification based on the legal bindings that the client himself signed with Abacus Data Systems.
I was a customer with this company for over a decade. I'm not sure whether the original owner sold the company to a bigger outfit, but in any event the customer service I received was horrible. The prices charged for the services for a long management calendar contact program was quite reasonable when I first started using the program back in approximately 2001. The fees continue to escalate and the contract required utilize the services also became burdensome with minimum contracts of three years in order to get a reasonable price for the program.
In any event, I decided to utilize a different web-based program which is far superior to the Abacus program I was using and much less expensive as well as only requiring a month-to-month contract.
I attempted to cancel the e-mail and was bullied by the billing department as well as customer service informed me that I needed to complete a form in order to cancel my contract as they wanted to make sure that of my identity. This was absolutely ridiculous since they were communicating with me via the e-mail that I fused with them for well over five or six years and the form itself would be transmitted to them via that same e-mail. It was not until I demanded that he provide me with the actual terms in the contract that required the completion of the form in order to cancel the contract that they capitulated and confirmed that they had indeed canceled my contract. However, the rep felt compelled to insult me in his final e-mail.
I would absolutely consider utilizing a different company.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Abacus law MISLED their product by saying that they were able to integrate old customers from my Quickbooks into the new purchased abacus law. It did not happen! Abacus law company expected us to input each client manually when we have thousands of clients. When we asked for that specific task, they offered me a technical support service that I have to PAY EXTRA when the software itself was supposed to cover that service. On top of that, I had to hire an IT person to install a brand new system with a server so we are able to share within the company. I ended up spending a lot of money, and valuable time from my entire company that lasted an entire week.
Regards,
[redacted]
For the above complaint claim # [redacted] submitted by consumer [redacted], Ana to...
the Revdex.com serving San Diego, Orange & Imperial Counties for customer services issues, first we would like to state that we take our customers’ satisfaction very seriously and delivering on superior quality with great services is what we take pride in so deeply . Here at Abacus Data Systems, our mission is to provide fully integrated legal technology solutions alongside exceptional customer service to allow our clients to leverage their time to focus on what they do best; practice Law.
To respond to the above claim, while it is true that AbacusLaw was able to integrate with QuickBooks at the time when the customer signed up with Abacus Data Systems. Sometime after that, Abacus Data Systems found that it wouldn’t be feasible to continue to support the integration between AbacusLaw and QuickBooks. It decided to discontinue the service, as an organization reserves the right to stop supporting product or product lines that prove unprofitable for the organization.
While Abacus Data Systems takes client satisfaction very seriously, it does however have a No-Refund Policy. Since the customer’s happiness is very much important to
our company values, Abacus Data Systems offers alternative means to make clients content, whether it is technical assistance, how-to training or offering our Abacus Accounting program as an alternative to QuickBooks.
On 03/25/2014, representatives from Abacus Data Systems offered to import the QuickBooks data into Abacus Accounting and even offered free training on Abacus Accounting but the client did not respond to the offer and ended up canceling their Abacus subscription. Since Abacus Data Systems adheres to its core values and policies, Abacus Data Systems did offer the client all available means to help them succeed, short of a refund which would disavow our No-Refund Policy, yet the client ended up canceling their service.
Dear Ms. [redacted],
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company's reply is demonstrably disingenuous and factually inaccurate. This response is not intended to be exhaustive. In the interest of resolving this matter in an expeditious fashion, I will focus only on those items most relevant to the dispute.
In her letter, Ms. [redacted] suggested that I was only to receive technical support, exclusive of upgrades and updates. This is contradicted by emails received from and phone conversations with their employee, [redacted] prior to the sale. Despite Ms. [redacted]’s contention, I was told, both in writing and verbally, that my edition would come with “12 months tech support, free installation/set up, free training, free updates for 12 months.” There was no asterisk and there were no qualifiers. There is nothing vague or ambiguous about “free updates for 12 months.” If this was contrary to company policy, this is a matter which needs to be taken up with employees and not purchasers / end users who must rely on the sales assurances made.
As acknowledged by Ms. [redacted], I sought to upgrade prior to the expiration of 12 months and was told “no.” Ms. [redacted] indicated that “support” was received on 3/18/2013. This is exceptionally disingenuous. That “support” consisted of being denied the updated new version that had been released. I was told, as stated in my initial complaint that the new release was an “upgrade” and not an “update,” a distinction which was arbitrarily and unilaterally made only after the sale had been completed and I sought to make use of the already bargained for updates.
Ms. [redacted] also indicated that she had no records of additional attempts having been made to contact the company. This is contradicted by email read receipts indicating that not only was additional effort made, but also that subsequent email had been received by Abacus. Ms. [redacted] may wish to ask her employees, including [redacted], what they do with emails once they are received. What they do not do is provide the common courtesy of a reply.
A 50% discount on the renewal of my support agreement is not what I sought; it is also unclear that this is any better than current specials. Moreover, Abacus should not be rewarded for breaching a contract with additional money. I simply wish for Abacus to be held to their original commitments – nothing more and nothing less.
Regards,
[redacted], Esq.
To respond to the rebuttal submitted by consumer [redacted], Ana to the Revdex.com serving San Diego, Orange & Imperial Counties regarding counterclaim complaint claim # [redacted], we can firmly state that here at Abacus Data Systems, we stand by our products and services and do not misrepresent our products or services in any way, shape or form. The consumer, Ana [redacted], had set unreasonable expectations for our products and services when she had signed up and then had been unwilling to pay for fees for the services that she desired. We consider this claim to be sufficient in response to the consumer’s rebuttal.
For the above complaint claim # [redacted] submitted by consumer [redacted], [redacted] to...
the Revdex.com serving San Diego, Orange & Imperial Counties for customer services issues, first we would like to state that we take our customers’ satisfaction very seriously and delivering on superior quality with great services is what we take pride in so deeply . Here at Abacus Data Systems, our mission is to provide fully integrated legal technology solutions alongside exceptional customer service to allow our clients to leverage their time to focus on what they do best; practice Law.
To respond to the above claim, it is has to be fully noted that the accusations by the consumer that Abacus Data Systems has acted deceptively and has “deceptive business practices” is not well founded. Abacus Data Systems has not unveiled an “on-line” or web-based version of its AbacusLaw product as it is claimed by the consumer. Abacus Data Systems however did unveil Abacus Private Cloud which is a cloud computing platform that provides the mobility and efficiency of a public cloud but is built on infrastructure dedicated exclusively for one organization. So therefore, Abacus Data Systems did not create an on-line version of AbacusLaw and did not mislead the client in any manner.
System updates are released periodically for AbacusLaw as all program run updates; this is done so Abacus Data Systems can stay cutting-edge in a competitive market. For the stated error messages "Your security profile doesn't allow this action. User: NDS Profile Administrator" or "Your access level does not allow you to edit this record" or "invalid account number entered.", this is not a restriction or a preventative measure that AbacusLaw has placed on the client, on the contrary it is a permission restriction in the user profile, set by the system administrator (the administrator or person in-charge in AbacusLaw in your firm i.e. attorney, office manager). Had the administrator granted the user more permission, those features would have all been accessible to the user, therefore it can be stated that Abacus Data Systems has not introduced any preventive measures or has not handicapped the program in any shape, form or manner and the basis of these claims are not justifiable.
Revdex.com
4747 Viewridge Ave #200
font-family: arial, sans-serif;">San Diego, CA 92123
Attn: Ms. [redacted], Revdex.com of San Diego & Imperial Counties
Re: Case number [redacted]
Dear Ms. [redacted]:
This letter is in response to your letter dated 02/26/2014 related to a consumer complaint placed through the Revdex.com by Mr. [redacted].
Attached to this email is the supporting documentation that substantiates the following:
· Mr. [redacted] first contacted us on 3/22/2012 and placed his order # [redacted] on 3/26/2012 for a total of 895.00 for which he was issued invoice # [redacted].
· Mr. [redacted] purchased our Case Management Software license, AbacusLaw Classic V 21, which included one year of technical support, not the VIP subscription plan which provides for unlimited support and upgrades.
· Our records indicate our support team provided Mr. [redacted] support services as per our agreement on the following dates; 3/30/2012, 4/17/2012 , /19/2012, 4/20/2012, 4/24/2012, 6/27/2012, 10/2/2012, 10/8/2012, 3/18/2013
· Mr. [redacted]’s support expired on 03/26/2013
· On 3/18/2013, 8 days prior to the expiration of his support agreement, Mr. [redacted] contacted our support team to inquire about upgrading his service. Our representative, [redacted] indicated to Mr. [redacted] that he would need to speak to his sales representative to assist with his account.
· We have no records that indicate Mr. [redacted] has further contacted us until today, 11 months after his inquiry referenced above. Today, our representative, [redacted] informed Mr. [redacted] that he is out of support and suggested to contact his sales representative to renew support services.
Our mission at Abacus Data Systems is to provide fully integrated legal technology solutions and superior customer service to allow our clients to focus on what they so best; practicing law. In this spirit, we are eager to be of assistance and would like to extend Mr. [redacted] at his choice, a 50% discount on the renewal of his annual support agreement, a subscription to our VIP program which provides unlimited support and ongoing product enhancements or Professional Services billed by the hour.
Please feel free to contact me any additional information.
Sincerely,
[redacted]
Abacus Data Systems, Inc.
M: ###-###-####
E: [redacted]@abacuslaw.com
For the above complaint claim # [redacted] submitted by consumer [redacted], [redacted] to the Revdex.com serving San Diego, Orange & Imperial Counties for customer services issues, first we would like to state that we take our customers’ satisfaction very seriously and delivering on superior quality with great services is what we take pride in so
deeply. Here at Abacus Data Systems, our mission is to provide fully integrated legal technology solutions alongside exceptional customer service to allow our clients to leverage their time to focus on what they do best; practice Law.
To respond to the above claim, per the contract agreement that the consumer [redacted] signed with Abacus Data Systems on 3/26/2012 for a total of 895.00 for which he was issued invoice # 172256, Mr. [redacted] purchased our Case Management Software license, AbacusLaw Classic V 21, which included one year of technical support.
Our records indicate our support team provided Mr. [redacted] support services as per our agreement on the following dates; 3/30/2012, 4/17/2012 , /19/2012, 4/20/2012, 4/24/2012, 6/27/2012, 10/2/2012, 10/8/2012, 3/18/2013. Mr. [redacted]’s support expired on 03/26/2013. On 3/18/2013, 8 days prior to the expiration of his support agreement, Mr. [redacted] contacted our support team to inquire about upgrading his service. Our representative, [redacted] indicated to Mr. [redacted] that he would need to speak to his sales representative to assist with his account.
The above documentation clearly counters the consumer’s claims that Abacus Data Systems “is misleading and deceptive to advertise a product as coming with updates only to arbitrarily and unilaterally term an update an "upgrade" and indicate that it is not covered.” when the consumer in reality signed up for our Case Management Software license, AbacusLaw Classic V 21, which included one year of technical support, not the VIP subscription plan which provides for unlimited support and upgrades. Therefore, the consumer’s claims are not well founded and hold no justification based on the legal bindings that the client himself signed with Abacus Data Systems.
I was a customer with this company for over a decade. I'm not sure whether the original owner sold the company to a bigger outfit, but in any event the customer service I received was horrible. The prices charged for the services for a long management calendar contact program was quite reasonable when I first started using the program back in approximately 2001. The fees continue to escalate and the contract required utilize the services also became burdensome with minimum contracts of three years in order to get a reasonable price for the program.
In any event, I decided to utilize a different web-based program which is far superior to the Abacus program I was using and much less expensive as well as only requiring a month-to-month contract.
I attempted to cancel the e-mail and was bullied by the billing department as well as customer service informed me that I needed to complete a form in order to cancel my contract as they wanted to make sure that of my identity. This was absolutely ridiculous since they were communicating with me via the e-mail that I fused with them for well over five or six years and the form itself would be transmitted to them via that same e-mail. It was not until I demanded that he provide me with the actual terms in the contract that required the completion of the form in order to cancel the contract that they capitulated and confirmed that they had indeed canceled my contract. However, the rep felt compelled to insult me in his final e-mail.
I would absolutely consider utilizing a different company.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Abacus law MISLED their product by saying that they were able to integrate old customers from my Quickbooks into the new purchased abacus law. It did not happen! Abacus law company expected us to input each client manually when we have thousands of clients. When we asked for that specific task, they offered me a technical support service that I have to PAY EXTRA when the software itself was supposed to cover that service. On top of that, I had to hire an IT person to install a brand new system with a server so we are able to share within the company. I ended up spending a lot of money, and valuable time from my entire company that lasted an entire week.
Regards,
[redacted]
For the above complaint claim # [redacted] submitted by consumer [redacted], Ana to...
the Revdex.com serving San Diego, Orange & Imperial Counties for customer services issues, first we would like to state that we take our customers’ satisfaction very seriously and delivering on superior quality with great services is what we take pride in so deeply . Here at Abacus Data Systems, our mission is to provide fully integrated legal technology solutions alongside exceptional customer service to allow our clients to leverage their time to focus on what they do best; practice Law.
To respond to the above claim, while it is true that AbacusLaw was able to integrate with QuickBooks at the time when the customer signed up with Abacus Data Systems. Sometime after that, Abacus Data Systems found that it wouldn’t be feasible to continue to support the integration between AbacusLaw and QuickBooks. It decided to discontinue the service, as an organization reserves the right to stop supporting product or product lines that prove unprofitable for the organization.
While Abacus Data Systems takes client satisfaction very seriously, it does however have a No-Refund Policy. Since the customer’s happiness is very much important to
our company values, Abacus Data Systems offers alternative means to make clients content, whether it is technical assistance, how-to training or offering our Abacus Accounting program as an alternative to QuickBooks.
On 03/25/2014, representatives from Abacus Data Systems offered to import the QuickBooks data into Abacus Accounting and even offered free training on Abacus Accounting but the client did not respond to the offer and ended up canceling their Abacus subscription. Since Abacus Data Systems adheres to its core values and policies, Abacus Data Systems did offer the client all available means to help them succeed, short of a refund which would disavow our No-Refund Policy, yet the client ended up canceling their service.