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In addition, they have posted negatively on numerous sites because we won't provide a refund (which is clearly stated in our policies) instead of allowing our team to support them like we do for our many other customers.
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Instead, it seems as if the finger is pointed at our software and our team when the customer may not have a full understanding of how software and hardware impact each other. Many of the issues appear to be related to computer hardware, but unfortunately our senior tech hasn't had an opportunity to look at it with them. We've had a few conversations with this customer and provided answers and support to them multiple times even when our offices were closed (Sundays).