Liberty REACT

Hi Julie! Thank you so much for the wonderful review and your support of the Liberty Software. All of us at Resaleworld appreciate your business, and happy that you are part of our family!

I wanted to respond to the review after having read the specifics and also investigating the account in detail. I first and foremost want to say that we value each and every one of our customers and that customer service is our number one priority. We greatly appreciate your feedback and are happy to hear how you like the usage and feature set of the software. We work extremely hard to produce the absolute best software we can. We also continually strive to improve feature set and offerings based on customer feedback and market demand.

I wanted to investigate what you are saying re: additional charges. The store has been on a tech support plan and has received FREE updates to the version that was originally purchased in 2011. When we released a new version of the software over a year later there was a charge to upgrade to that new version if you wanted to upgrade. You did not opt to do so. Our company actually offers our clients an incentive to get FREE major upgrades via a Reward program we offer everyone at the time of purchase. This is pretty much unheard of in the software industry. Almost everyone can relate to having at least heard of if not bought software like Turbo Tax. Turbo tax and other well known software like Quickbooks release new products every year. Whether you bought their 2014 version or not you still would have to pay if you want the new 2015 version. They may give you a small credit of like 50.00 but you still have to pay for the new version if you would like to utilize it. With our specialized software at a higher price point we offer a much better credit plus as I just mentioned we even offer it for FREE if you are on our Reward incentive program. That is when you sign up for both our tech support and tag plan within 30 days of purchase. Lauren you opted not to do so and did not add a tag plan until over a year after your purchased the software. We offered the reward program to you verbally at time of purchase,then via a follow up email at the time of purchase and then via a customer service follow up phone call from our sales assistant Jennifer. I checked for any other charges on your account and see no additional charges from us for anything. You have only purchased tags from us. No hardware and no additional support charges other than the price of your support contract. I personally extended lower pricing on your support plan when you asked for an extension prior to adding on an additional user license that you stated you had not had the time to implement. I also converted a license you purchased for another location for you at no charge plus this was an exception to our standard policy. We also price matched on tags that you were buying from another vendor. We do not require that you upgrade to the latest version and I believe from reading your file that this is where the issue is arising where you are saying we are requiring money for other things.

Our support staff works very hard to give the best customer service possible. We have excellent tools such as remote access that we utilize all the time to connect directly to your computer as well as personalized one on one phone support . We offer the most staff and longest support hours in our industry. We also as you can see from other customer feedback get many glowing reviews of our techs and their knowledge and service skills. If you ever feel that one of our techs you speak with has not given you the correct answer or explained something to your satisfaction...not assisted you in a polite manner etc., we want to know about that right away. Our tech support manager is Alex Sliment and he is always happy to look in to a call. We record all support calls for quality assurance. We can address a call immediately. We will then communicate with the tech in question. We will listen completely to any call and follow up with you on actions taken and discuss the findings.

Thank you again for your feedback and please contact us directly should any issues arise that we can assist you with.