Pinnacle Systems Consumers reports to us fraudulent practices/faulty merchandise Mountain View California

Three of our investigators were challenged to look into the "live help", and email practices of the defendant from the customers point of view. After many complaints & a look into 20/20, their "help" lines were no help to any of the agents. The phones are tied up at different times of the day, with an average wait of 11 people in front of you (appx. 2 hr. wait). Not being a toll free number and the consumer is charged for the call, it was not determined if the charges started on hold with the computer, or actual talk time.

When finally contacted online, the tech help could not provide an answer to their fax number, none offered in booklet, & they are not allowed to make callback help.
(They claim 1st phone call is free, & then a "tech" charge after that, even if the problem is not resolved.)
Their phone push heavily to get consumer offline, & claim to send "helpfull information" emailed to you, only the emails are blocked by an auto generated
program, that gets bounced back to the sender as undeliverable. The online help also could not offer an answer to that problem.

Our software would not load, came up with Window of "no support" and the "support team" could not answer why the serial number did not "match their records", so we were both spinning our wheels.

Our 5 phone calls to corporate went unanswered, with more auto generated emails that would not go through the companys filters.

This is a definate "do not buy" item, attempting to find satisfied customers with their DC10s (still selling them, but not taking returns, even after they claim they no longer support their own software.)

Summary: no office fax machines phone support: unreachable
email help: mysteriously blocks the consumers emails by generating auto emails that do not allow consumer to enter text. Thumbs down to this one. Our look into the BBB complaints showed many unresolved cases.

Robert
Battle Creek, Michigan
U.S.A.