Everest Software, Inc. Complaint - Everest Software, Inc.
AUSTIN, TEXAS -- After spending $8,000 a year for tech support from Everest gross negligence on the part of tech support personnel cost our business to be closed for 3 days and an outlay on approx $10,000 for an emergency purchase of a new server and for emergency software and hardware support over and above the cost of the faulty supposed tech support from Everest Software Inc. Everest is not taking responsibility for the fiasco. My new account representative at Everest Matthew is refusing to return my phone calls. The new CEO talks the talk about customer satisfaction but refuses to walk the walk when her employees commit malpractice. We performed a major upgrade with direct involvement and planning by Everest personnel over many months of planning and discussion and remote access to our Windows 2000 server. Everest personnel blamed the failure of the initial attempts at upgrading to the new software on our Windows 2000 server on lack of sufficient memory space. This even though we were using less than 50% of the available space. Everest supposed experts at Everest Tech support directed us that we need 2/3’s free space to successfully execute the upgrade. We totally rebuilt our Windows 2000 server raid array at great expense of time and effort with 5 new hard drives. When we attempted to run the upgrade a second time and after 24 hours of struggling with the problems along with Everest Tech Support personnel the whole time we found out during a shift change at Everest that the new version of their software would not work on a Windows 2000 server. No one at Everest had ever communicated that fact to us before. This information was not published. Everest personnel had been working on our server remotely for many months analyzing our problems never ever mentioning anything about the software not designed to work on a Windows 2000 server. Having had the whole books4cars company shut down already for more than a day we had to procure on an emergency basis a new server and new Windows 2003 software and spend another two days building the new server, loading the new software, and upgrading our database in order to be back in business. If the supposed tech support experts at Everest would have publicized or notified us of the fact that their new software was incompatible with Window 2000 server we would not have had to waste the time and money under their direction in rebuilding our Windows 2000 server with all new hard drives. Had Everest acted responsibly we could have planned ahead and procured new hardware and software using best procurement practices to find best supply and price. Had Everest acted responsibly we would not have had to have our business shut down for three days. We were served with a new tech support bill of $5,000 for the coming year. We asked for one year of free tech support in compensation for our losses. We felt that requesting a $5,000 non-monetary compensation for a $10,000 monetary loss we very reasonable on our part. Everest responded with an offer of 15 months of tech support for the price of 12 months. Such an offer represents an $1,250 non monetary deferred compensation for a $10,000 loss. We feel this is an insufficient offer of compensation. Everest Software Inc. has shut off our tech support. Everest Software Inc. has changed our account representative We have tried to contact our new account representative with three calls and an e-mail over several weeks with no response from the new account representative We are forced to lodge this complaint since we are not satisfied with the service and response from Everest Software Inc, to our attempts at resolving this problem to our satisfaction.