Complaint Review: ClickPoint Software - Internet Arizona

ClickPoint Software has issued a refund and considers this issue closed. We have issued an apology and wish the client well.

Mr. Buck, CEO of ClickPoint, thank you for the attention and suddenly rapid responses to communication now that the issue is public and we are making a footprint into your online reputation.   Yes, the price contracted to perform the estimated work by your company was $1500; double the posted price on your website for the solution.  We requested and received a SOW from ClickPoint with estimations for the project for specific reasons.  No changes to the contracted project were requested, contrary to what you allude.  We know the effort and complexity of the problem and wanted to ensure that all parties were aware prior to engaging.  In fact, we sent internal confidential materials needed to do the estimation prior to enable the SOW to be developed.   It appears that they were not read, nor was there a reference to the API in question to verify the work effort it seems.  We questioned this, but ultimately left it to the experts for statement of effort; ClickPoint.   This is why we agreed to pay double the posted price for the solution.

You state, After the customizations were complete on our end, the EDU company would not allow their lead capture form to work in the way Mr. Smith would like it to yet you never delivered a working product, nor were you able to provide a working test lead to reengineer back to for the RFI form, nor were you willing to sync up with our (off shore) tech team, or the client which we had requested.  We even inquired specifically had you done such an integration previously?  Yes, was the response from ClickPoint.  We inquired if you have current customers with the major edu client,   Again, yes, was the response from ClickPoint.  Both of these do not appear to be on target.  We should have taken the extra step of asking for the name and contacts of these clients of yours, then inquired with them how they are configured and the process that was used with their company.  We did not and this is our failure.

You state that ClickPoint Software has such and such a reputation within the industry.  I would agree that yes, you do have a reputation within certain segments of the lead gen industry.  I cannot state for obvious reasons that blanket statement across all verticals of the industry.  The issue seems to be that we were working to develop a solution for this very specific vertical of lead gen and you portrayed yourselves as having that competency.  It did not meet itself out in our case.  I do believe you have a good product for another portion of the lead gen industry; it just appears not in this engagement.  As for service, I will reserve my opinion as we clearly have a difference in expectations and strongly have a difference in views on service.
Best,
Justin
PDM Marketing, LLC

ClickPoint Software would like to offer Mr. Smith a sincere apology for his recent experience with our company. WOW Service is one our core values at ClickPoint Software, and we regret that Mr. Smith had a negative experience. A customer upset is an opportunity for us at ClickPoint to do our best and learn from the situation.

The price that Mr. Smith and ClickPoint agreed upon for 26 hours of custom work was $1,500. He was also charged $500 for the month of October. We refunded Mr. Smith Octobers fee immediately. We also refunded $1,000 of Mr. Smiths setup fee. Our development and support teams spent well over 80 hours assisting Mr. Smith. Our contract states that the setup fee is non-refundable, as the setup fee covers developer and support team hours spent configuring the software. ClickPoint decided to give Mr. Smith a refund for all of his custom requests and monthly service fees in hopes of resolving any outstanding issues.

The service Mr. Smith requested was for our software to work with a third party provider lead capture form. This company is a well-known Education Lead Generation company. After the customizations were complete on our end, the EDU company would not allow their lead capture form to work in the way Mr. Smith would like it to. We offered Mr. Smith our industry expertise to assist him with what the EDU company ultimately required. The project was delayed as we tried every possible avenue to help Mr. Smith with other options, but in the end, he did not want to continue. We wish there was more we could have done, but there are limits to what can be done from the ClickPoint side given the request for this particular customization. We informed Mr. Smith that the customization ultimately would not work using our API, and that he needed to do the customizations required to make this work on his lead capture form, with his web development team.

We wish Mr. Smith the best of luck with his business and we hope he is able to successfully complete his project. Unfortunately our hands were tied, and we regret that our relationship with Mr. Smith could not continue.

ClickPoint Software has an excellent reputation in the Lead Distribution and Lead Generation industry. We consider service a top priority at ClickPoint Software. The positive reviews we get from our fortune 500 clients and also our many lead generation companies that license our software is one of the primary reasons we continue to grow.