ComplaintsforTriad Diagnostic Solutions, LLC

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased software from this Distributor. Distributor promised good support from software vendor and themselves. Had multiple issues with the software, response was poor, mediocre at best. Currently software is expired, severely slowing business operations, and Distributor has promised to quote a renewal with an adjusted price to due past issues. They finally sent a quote after multiple persistent attempts, no price adjustments at all, standard pricing as any other distributor. I had to reach out to multiple contacts within the company for resolution, still no reply. Company seems to only care when selling service.

  Business response

  11/01/2023

  Dear *****************************,
  
  
  I hope this message finds you well. We would like to extend our apologies for the difficulties you've encountered with the software and support provided. We understand the frustration and inconvenience this situation has caused, and we are committed to resolving these issues promptly. 
  
  First and foremost, we want to express our gratitude for your continued trust and belief in our company and our disappointment that your experience over the past year and a half with both the Triad and Cojali customer support and engineering teams have not met your expectations.
  
  Regarding the issues you've encountered with the software, both the Triad and ****** teams have actively engaged with you to rectify any underlying coverage problems for quite some time. It was communicated by both teams that newer trucks just off the dealers lot would often need the VIN numbers forwarded to Cojali engineering to resolve coverage issues correctly, which neither the Triad nor Cojali team ever received. Though we are unable to change what newer versions are released or the need for yearly renewals, we want to ensure that the software performs optimally for your business and that your operations are not further impacted. 
  
  In response to your concerns of renewal pricing, we acknowledge that there was a misunderstanding and a discount from our normal pricing was supposed to be applied to your last quote. Our team is currently reviewing your case and will make necessary adjustments in the cost of renewing your license. This change comes with the understanding that this update coupled with your organization supplying the new truck VINs to the ********** engineering support team to add those new truck variant coverages going forward is a must.
  
  We take your feedback about the quality of support provided not just from us but our vendors seriously. We hope that the many hours our IT and Cojalis customer support and engineering departments spent with you, even outside of office hours, shows our dedication of ensuring a high level of customer service. 
  
  Please know that your satisfaction is our top priority, and we are dedicated to rectifying issues. If you have any additional feedback or concerns, please do not hesitate to reach out to us directly. Thank you for bringing this matter to our attention.

   

  Sincerely, 

  ***********

  Operations Manager

  ***********************************

  Customer response

  11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Hello ***********,

  Thank you for finally responding.  I appreciate the effort of your explanation, but the details are not exactly accurate.  Yes we were unhappy that most of our newer trucks were unrecognized by Jaltest, and what ****** suggested was to submit the **** through Jaltest all at once, which is not feasible.  We have 15 of the 2023 ***** VNL units that are on the road all the time, and are never all in one location at once.  But as the units were coming in and Jaltest wasn't recognizing them, we were submitting the "unknown variant" request every time on a individual basis.  Our frustration was we don't have the time to sit and wait for days or weeks for the patch to be added/updated because by that time that would take effect the unit already has to be back on a trip and we had to outsource that work to other shops that have a capable software in the meantime.  Our other frustration was just the extremely poor communication on behalf of Triad and semi-satisfactory on behalf of Jaltest.  The final straw was when Triad team last spoke to me, they promised a price adjustment on the renewal and that never happened.

   

  Regards,
  
  *****************************

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩