Extortion to Encourage Service Contracts
VANCOUVER, CANADA -- I too, have a bad taste in my mouth with this company. When I originally paid over $20,000 for my software, I purchased a feature called "forms design" which I used to customize the on screen look of their software to my company. In my initial conversation with my sales rep, I ask "what are the ongoing costs of service" and was told basically that it wasn't necessary, but many "economical" plans would be available. During my first service contract which cost over $2200 for the year, I not only never accessed their support, but showed them several small features their software lacked and my solutions to solving those issues.
When I upgraded my version to the new 5 release, I chose to not have any further support for my "forms design" as I had done all the designing I needed and would no longer use that feature.
When I ugraded all my previously created forms were gone!!! Their contention was that I didn't buy support for forms.... my contention was that I initially paid $700 for the forms feature to design and KEEP those forms..... I understand that if I needed support for them that wasn't there, but I had paid for those forms and they should have still been there after the upgrade. I could go on and on about the way in which this company spoke to me (suffice it to say, if I spoke to one of my customers in that way, I wouldn't need Everest or any other software!!!). Their new "customer focused" president wasn't much better. They essentially told me that without purchasing a support contract, they wanted nothing to do with me.
To cut a VERY long story short, I basically had to pay a further $700 to get "my forms" back and was told and sent an email to the effect that if I wanted to get support in the future, I would basically have to pay "a lot of money" to be re-instated, if they even chose to do so.
I feel like I have been held to ransom by this corporation and the way in which they reacted to my problem was completely unprofessional. I now backup all my data on a separate computer in the event that one day, my Everest Software mysteriously "dies".
While I don't have specific complaints with the software, I feel ripped off by this company and would never deal with them again.