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Report: #841094

Complaint Review: Alpha Software - Burlington Massachusetts

  • Submitted:
  • Updated:
  • Reported By: WARMAC — Kalona Iowa USA
  • Author Not Confirmed What's this?
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  • Alpha Software 70 Blanchard Road, Suite 206 Burlington, Massachusetts United States of America

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This company promotes what they call a subscription plan that includes all of their developer software and software components and future releases for one price. The customer pays but they have nothing in place to manage the subscription so once they have your money and you recieve your initial software you never hear from them again.

They continue to release more product but they never notifiy you or offer the product to you other than through more advertising. Their advertising promotes additional software that were to be a part of the subscription but there is no way to retrive the product other than through another purchase. I have emailed them numerous times and failed to receive a reply.

Buyer beware as the primary focus seems to be on marketing their product to the hilt with little to no support. As a customer expecting to purchase a product that you hope will be around for years to come you have to question if the company isn't on it's last leg.



This report was posted on Ripoff Report on 02/17/2012 05:29 PM and is a permanent record located here: https://www.ripoffreport.com/reports/alpha-software/burlington-massachusetts-01803/alpha-software-not-delivering-on-what-they-promised-in-alpha-five-subscription-plan-burli-841094. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
2Author
1Consumer
1Employee/Owner

#4 Author of original report

This company responds

AUTHOR: WARMAC - (USA)

POSTED: Thursday, September 13, 2012

A representative from this company finally responeded and corrected this support issue. I hope this level of support continues and I wish them the best.



 

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#3 General Comment

Alpha honors its subscription plan

AUTHOR: st - (United States of America)

POSTED: Saturday, February 18, 2012

Alpha Software has a very robust Message Board with thousands of users exchanging ideas and voicing concerns. We are a strong and outspoken group and if what you say was even remotely true, that message board and their LinkedIn site would be lit up with complaints. I'm on that board all the time and do not recall any such complaints.

Their LinkedIn messages and direct email often indicate if what they are advertizing will be provided free for subscription owners. The most recent is on 2/17/12 regarding the Slider, Calendar in Dialog and Power Search. I dont have the full list in front of me, but generally everything is included in the subscription other than stuff developed by 3rd parties and sold through Alpha. I have personally recieved download instructions for training video and other products since I purchased my subscription.

If they did not answer your two private emails, that is a problem common to a lot of companies and individuals. But it is a communication problem, not something that warrants posting here. Really, honest, post your complaint over on the Alpha Message Board. I am totally convinced that you would get taken care of and have the support of users like me as well.

The last thing you said is you wanted them to just fix the problem. The problem with leaving it that way is you are not going to get taken care of since they are already doing what you blame them of not doing. I know Richard, just email him with your issue and I am sure he will take care of the problem personally.

Steve W.

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#2 Author of original report

Customer response

AUTHOR: WARMAC - (USA)

POSTED: Friday, February 17, 2012

I have sent 2 separate emails to this company asking for specific information on product released during what I believe to be my subscription term and received no response. I receive all Alpha software marketing emails without a problem. I have checked spam folders over the past several months and these updates are not going there. If any were ever sent!

If a subscription is purchased the company should have a notification process in place to update subscribers of new additions to the subscription plan. Is there a link or somewhere to check on updates and additions to the subscription? If I would buy a magazine subscription it would either be mailed or I would have download access to new subscriptions and receive email notification of such. I just want the buyer to beware before they buy what they think is an actual subscription plan. 

Just fix the problem and I will come back here acknowledge that fact.

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#1 REBUTTAL Owner of company

Rebuttal to the complaint

AUTHOR: richard-rabins - (United States of America)

POSTED: Friday, February 17, 2012

I am very surprised to see this complaint. 
It is not consistent with the facts at all.

Alpha Software has been in business since 1982 and has an excellent record of customer  service. I invite anyone to go to the Alpha Five users group on Linked IN or on the Alpha message board and ask for opinions about Alpha themselves.

All subscription customers of Alpha Five are notified multiple times whenever a new course or feature pack is released which they are entitled to under the subscription.

It is possible that notifications of new releases are going into this particular customer's spam folder. 

Please can he or she email me at richard@alphasoftware.com and their specific issue will be taken care of promptly.

Sincerely
Richard Rabins
Alpha Software  - Mobile phone 617 838 4488

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