McLane Intelligent Solutions LLC

There are numerous statements made with respect to the contract and service experience between the client and usThis issue was escalated to the president on Friday, January which appears to be the day after the complaint was filed with the Revdex.comThe president contacted one of the complainants directly by phone, expressed apologies, and offered to credit both months of the contract monthly amount – just over $1,and to release them from their contractThis was confirmed via email on Friday, January at 1:13PMWithin minutes of the request being received by the president, the agreement was made and executed With respect to the specific complaints, the issues are far more complicated than the statement made by the complainantThere appears to be three specific complaintsOur response to each follows: “Since October, our networking to scanner has not been resolved although multiple tickets have been issued and then the following day closed by [redacted] saying the issue is fixed” and “[networking to scanner] is a major issue that continues to be ignored.” Response: We installed a new firewall on November We were unaware of the problem this caused the network scanning until December when a ticket was enteredThe ticket did not explain the extent of the problem nor was there a response or feedback on the ticketThe next ticket entered regarding scanning was on January No other communication or tickets regarding scanning were entered between November and January On January 9, the ticket was sent to the help deskOver hrs were logged in working on the problem with time entered on 1/9, 1/10, 1/13, 1/14, 1/and 1/The ticket closed on 1/following a conversation between the client and our account managerThe client requested no further work be doneAt no time while there was an active ticket in the system was the problem ignored “We continue to have computers that have not been placed on the network ” Response: There are really two issuesThe client uses space rented from another companyThe wireless equipment does not have adequate coverage to enable all the workstations to have sufficient connection speed or a reliable connectionThe workstations could be wired in but the activity was dependent on the IT resources of the company that owns the space and not under our control “ phone calls are not returned regarding any of the above mentioned problems.” Response: The tickets mentioned above all required correspondence with the clientMost of these were via email and not phonePhone calls made to the administration were responded to within a short period of time from receiptOur account manager followed up with the client on 12/via email specifically asking feedbackOn 12/30, the account manager again contacted the client and received very favorable feedback

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

There are numerous statements made with respect to the contract and service experience between the client and us. This issue was escalated to the president on Friday, January 24 which appears to be the day after the complaint was filed with the Revdex.com. The president contacted one of the complainants...

directly by phone, expressed apologies, and offered to credit both months of the contract monthly amount – just over $1,800 and to release them from their contract. This was confirmed via email on Friday, January 24 at 1:13PM. Within 30 minutes of the request being received by the president, the agreement was made and executed.
With respect to the specific complaints, the issues are far more complicated than the statement made by the complainant. There appears to be three specific complaints. Our response to each follows:
“Since October, our networking to scanner has not been resolved although multiple tickets have been issued and then the following day closed by [redacted] saying the issue is fixed” and “[networking to scanner] is a major issue that continues to be ignored.”
Response: We installed a new firewall on November 26. We were unaware of the problem this caused the network scanning until December 16 when a ticket was entered. The ticket did not explain the extent of the problem nor was there a response or feedback on the ticket. The next ticket entered regarding scanning was on January 9. No other communication or tickets regarding scanning were entered between November 26 and January 9. On January 9, the ticket was sent to the help desk. Over 6 hrs were logged in working on the problem with time entered on 1/9, 1/10, 1/13, 1/14, 1/15 and 1/16. The ticket closed on 1/21 following a conversation between the client and our account manager. The client requested no further work be done. At no time while there was an active ticket in the system was the problem ignored.
“We continue to have computers that have not been placed on the network…”
Response: There are really two issues. The client uses space rented from another company. The wireless equipment does not have adequate coverage to enable all the workstations to have sufficient connection speed or a reliable connection. The workstations could be wired in but the activity was dependent on the IT resources of the company that owns the space and not under our control.
“…phone calls are not returned regarding any of the above mentioned problems.”
Response: The tickets mentioned above all required correspondence with the client. Most of these were via email and not phone. Phone calls made to the administration were responded to within a short period of time from receipt. Our account manager followed up with the client on 12/18 via email specifically asking feedback. On 12/30, the account manager again contacted the client and received very favorable feedback.