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WebAssist.com

Phone: (858) 768-6600 Fax: (858) 768-6601 353 Lado De Loma Dr, Vista, CA 92083 http://www.webassist.com

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Description

This company offers web development services.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for WebAssist.com include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on WebAssist.com
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: April 27, 2001 Business started: 06/01/1983 in CA Business incorporated: 06/01/1983 in CA
Type of Entity

Corporation

Business Management
Mr. Hieu Bui, President
Contact Information
Principal: Mr. Hieu Bui, President
Number of Employees

20

Business Category

Payment Processing Service

Industry Tips
Internet Shopping

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    353 Lado De Loma Dr

    Vista, CA 92083 (858) 768-6600

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Complaint Detail(s)

7/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a software product from webassist which is not as described on the website and as the company has admitted both to me and many times in their own forum doesn't work except on a very limited basis.I've tried for months to get the software an online shopping cart called Powerstore to work properly using their forums and 'technical support' but on the shipping issue they were quite open the matter could not be resolved which rendered the software useless. They offered to fix this issue but said I would have to pay more money. I explained I did not feel this was appropriate when the product was not as described nor fit for purpose and I asked for a refund. A refund has been refused. A part of the confidence for doing business with webassist was some previous experience which had been acceptable and the BBB A+ logo on featured on their website with "We've earned your trust" written over it. But I have now discovered webassist is not accredited with BBB.The product was purchased in January and they do offer a tight 15 days refund guarantee but it is impossible to find out all the glitches and problems with the software in that time and there are many as the huge number of the posts attests. However immediately from the time of purchase I did raise support tickets trying to get to grips with the issues we were having and they have helped me with some of them which they had to alter in the code and we couldn't do. This product is supposed to be an out of the box solution quote "No coding experience or tools neededPowerStore is a fully functional, pre-built website with a browser-based administrative interface to manage your store so you can get your store up and running - as well as maintain it - without any coding knowledge and without any other WebAssist products." This is not the case and they refuse to help make the product work without further payments. This is nothing to do with any changes we have made but as they have admitted, deficiencies in the software.

Desired Settlement: The software is very glitchy and severely lacking in options I quote their reply from their facebook page "PowerStore is one of the next in line for an update" I would prefer a refund but would accept a fix for the software if they are able.I feel I have been misled by the inaccurate description of the product which does not list any of the deficiencies. The relationship has now broken down so a clean break would be best.

Business Response:

This customers purchased Powerstore 6 months ago, and we have a clear 15 day money back guarantee.  We have been working with him free of charge through our support forums to try to help him augment the web site to his needs.

 

Recently he came with a complaint that the store doesn’t support drop-shipping from multiple locations.  This is true.  The store is designed for businesses that ship from a single location, or at least have a single set of shipping rules.  You cannot assign shipping locations for each product individually and have separate shipping rules based on the origin warehouse...  this is the feature he says he needs now.  At no point do we advertise this as an available feature.

 

We offered to help this customer using our standard “Premium Support” service which we offer as a service to all of our customers.  This is a $99/hour service we use to directly connect customers to one of our engineers to add features not directly supported in the product.  Basically we take control of their computer in a screen sharing session and show them how to add whatever functionality they need.  We even offered to give him a free hour in which we could probably be able to finish the feature he is looking for.

 

I have attached the thread history of our entire interaction with this customer, so that you can see that we have always offered to help and been more than reasonable with him… even offering to add the feature free of charge in a training session, and he has still refused… at least until this morning.  Today he finally accepted the offer and we are scheduling a session to work with him directly.

 

We feel his extortionary tactics of repeatedly posting to facebook, posting competitor product links, falsely telling people we are refusing to help, and posting complaints to you are just further attempts to force us to do work for him for free (even though we already offered to help in this case), and aren’t a true representation of poor customer service or misleading advertising as his accusations imply.

 

I have below the entire thread history of our email conversations with this customer.  There is more from him on facebook and our support forums, but this is a fair representation of how we have been handling this matter from a support perspective.  (note this is a thread history, so it is in reverse chronological order and should be read from the bottom up).

 

Please let us know if you would like more clarification on any particular aspect of this case, or if you have any more questions about this matter in general.  As it stands currently we are waiting for him to reply to a connection request through Skype to give him his free consultation to add the feature he is requesting.  He’ll probably even end up a happy customer if he stops and takes a step back to realize that we’ve actually been bending over backwards trying to accommodate him in adding a feature that isn’t advertised or directly supported.

 

*** *******

President

WebAssist.com