Respondus

December 9, To Whom It May Concern, We received a follow up letter dated 11/24/regarding complaint ID # [redacted] The consumer rejected our initial reply stating that he/she feels it is unnecessary to create a usernameand password to get support for a product that doesn't require a username and password Our ticket-based support system auto-generates a username and passwordHowever, those credentialsare not required to receive support- a ticket can be opened without logging into the system Please also note that the consumer submitting this complaint is not the purchaser of the software in questionThe software is purchased by the institution and use of the software is a requirement in a course being taken by the consumerThe license agreement we have is with the institutionOur support agreement states that technical support questions must be channeled through the Authorized Support contacts at the institutionThose contacts may submit a support ticket through our ticket based systemIt is up to the discretion of the Respondus support staff to provide support to anyone other than the authorized contacts at the institutionIf the consumer is not comfortable working through our support system, we can put him/her in touch with the support contacts at their institution We would need to know the name of institution where the consumer is enrolled in order to provide the appropriate contact informationThe consumer can [email protected] and provide the name of the institution where he/she is enrolledWe will reply via email with the support contactdetails Sincerely, Jodi F [redacted] Respondus, Inc

Respondus November 23, To whom it May Concern, We received a notification letter regarding complaint ID# [redacted] The customer opening this complaint emailed us at a general email address on 10/23/A reply was sent the same day, indicating that the customer needed to open a support ticker so that technical support team could assistThe link to open a ticket was included in the email reply A support ticket was never opened so we were unable to work with the customer to resolve the issueWe are happy to provide support through our ticket based technical support system Sincerely Jodi F* Respondus inc