Todd Brown, Inc. Complaint
Stay Away from Todd Brown and his "famed" products - Massage Dashboard
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Reviewed by DavidRoylance Complaint |
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I will not list out all the issues I've had and support cases logged with no resolution. It would take up an entire book/hard drive to document it all. Do yourself a favor, stay away from this service and Todd Brown's products in general. Its all hype and not results.
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Comments - Consumers and Companies Connect by Commenting
0 Todd,
It’s too bad you are only focusing on the last few days and the posts I’ve made. I have attempted to resolve the Massage Dashboard issues with you and your staff for months. I have no axe to grind other than really wanting the Massage Dashboard to perform some very basic functions.
1.) Have our actual name on the email label instead of xoxox@yahoo.com on all emails.
2.) Be able to send to our ENTIRE LIST using firstname variables in the subject line and message body.
3.) Have Healthy Horizons email uses our URL for the unsubscribe instead of the massage business dashboard URL. (Looks inappropriate for clients to see that.)
4.) Insert an unsubscribe link for every email sent from the Dashboard including the Client Reactivation Autoresponder.
5.) Once a user clicks on the unsubscribe link, have the email removed from the Newsletter list and any Autoresponders all at the same time. Complete delete not just one list or the other.
6.) When a user unsubscribes have an email sent to our email address informing us of the unsubscribe so that we can maintain our house list used for various marketing campaigns.
These are not insights, feedback, or unreasonable requests. I have made these requests continuously with no response. My apologies for anything that may have offended you. That was not my intention. I only want to get the above resolved.
David
It’s too bad you are only focusing on the last few days and the posts I’ve made. I have attempted to resolve the Massage Dashboard issues with you and your staff for months. I have no axe to grind other than really wanting the Massage Dashboard to perform some very basic functions.
1.) Have our actual name on the email label instead of xoxox@yahoo.com on all emails.
2.) Be able to send to our ENTIRE LIST using firstname variables in the subject line and message body.
3.) Have Healthy Horizons email uses our URL for the unsubscribe instead of the massage business dashboard URL. (Looks inappropriate for clients to see that.)
4.) Insert an unsubscribe link for every email sent from the Dashboard including the Client Reactivation Autoresponder.
5.) Once a user clicks on the unsubscribe link, have the email removed from the Newsletter list and any Autoresponders all at the same time. Complete delete not just one list or the other.
6.) When a user unsubscribes have an email sent to our email address informing us of the unsubscribe so that we can maintain our house list used for various marketing campaigns.
These are not insights, feedback, or unreasonable requests. I have made these requests continuously with no response. My apologies for anything that may have offended you. That was not my intention. I only want to get the above resolved.
David
David... clients and customers who are passionate about our technology and our company share their input professionally, politely, and privately. A therapist who posts to a public board with the heading "Stay Away from Todd Brown and his "famed" products" and post in a comment "Do yourself a favor, stay away from this service and Todd Brown's products in general. Its all hype and not results." is not in anyway passionate or caring about me or my company. How are those comments in anyway trying to help anything? They're not.
And, frankly, there's no amount of money that would persuade me to want to help an individual like that... someone who is clearly trying to damage the reputation of my company. Therefore, going forward, I'm not interested in your feedback or your insights. If you do not like the Massage Dashboard cancel your membership. Period. We have way too many other customers, truly excited and passionate about what we do and truly out to help make it better, to waste time with an individual who has an axe to grind and is simply bad mouthing our company. I have no tolerance for that.
I wish you the best,
Todd Brown
And, frankly, there's no amount of money that would persuade me to want to help an individual like that... someone who is clearly trying to damage the reputation of my company. Therefore, going forward, I'm not interested in your feedback or your insights. If you do not like the Massage Dashboard cancel your membership. Period. We have way too many other customers, truly excited and passionate about what we do and truly out to help make it better, to waste time with an individual who has an axe to grind and is simply bad mouthing our company. I have no tolerance for that.
I wish you the best,
Todd Brown
Todd,
I really think you are missing what I am attempting to share and why I am so upset here.
I believe in the concept and your vision. I pray that the dashboard gets fixed. But you can not tell me that its working and I am the only user with these issues. And if I am the only user with the issues, they are still issues and need to be fixed. Does that also mean my tech cases get ignored like the others that are posting on the blogs?
For your background, I have an in-house spa software that I purchased 4 years ago and still pay maintenance fees. I am often times the first and only person reporting issues because I am what's called a "Power User". A normal everyday users that has no background in technology probably does not even notice the issues. I do, so I report them. I have reported several and most of them go unanswered. How is that good customer support?
All I am asking for is the same thing that anyone would want. I want my cases to be addressed and the issues to be fixed. If I take the time to document an issues, I expect a response and hopefully a fix. The issues I report are real and true. I have 100's of client emails that are reporting them to me. How can I and 100's of my clients be wrong? Why do you think I am so upset, my client base is upset.
No one is here "wants" to make you, your company, or your products look bad. In addition to spa, I also own a massage school and have personally referred tons of massage therapists to you. But when I do not get any response for months, my only method of connecting is to do it publically. All I truly what is for these issues to be resolved in a timely manner. After documenting the issues multiple times, I do not get any response what so ever.
Why, because I report a lot of issues? Why can't you see the positive side in this......."Man, this guy is passionate about our software and company to the point where he takes his valuable time to document and report cases to us. He must really be motivated to help us succeed". But what I get instead, is silence and no action.
Can we please turn this energy towards getting a fix on these very important issues? That's all I want.
David
I really think you are missing what I am attempting to share and why I am so upset here.
I believe in the concept and your vision. I pray that the dashboard gets fixed. But you can not tell me that its working and I am the only user with these issues. And if I am the only user with the issues, they are still issues and need to be fixed. Does that also mean my tech cases get ignored like the others that are posting on the blogs?
For your background, I have an in-house spa software that I purchased 4 years ago and still pay maintenance fees. I am often times the first and only person reporting issues because I am what's called a "Power User". A normal everyday users that has no background in technology probably does not even notice the issues. I do, so I report them. I have reported several and most of them go unanswered. How is that good customer support?
All I am asking for is the same thing that anyone would want. I want my cases to be addressed and the issues to be fixed. If I take the time to document an issues, I expect a response and hopefully a fix. The issues I report are real and true. I have 100's of client emails that are reporting them to me. How can I and 100's of my clients be wrong? Why do you think I am so upset, my client base is upset.
No one is here "wants" to make you, your company, or your products look bad. In addition to spa, I also own a massage school and have personally referred tons of massage therapists to you. But when I do not get any response for months, my only method of connecting is to do it publically. All I truly what is for these issues to be resolved in a timely manner. After documenting the issues multiple times, I do not get any response what so ever.
Why, because I report a lot of issues? Why can't you see the positive side in this......."Man, this guy is passionate about our software and company to the point where he takes his valuable time to document and report cases to us. He must really be motivated to help us succeed". But what I get instead, is silence and no action.
Can we please turn this energy towards getting a fix on these very important issues? That's all I want.
David
Hey David... once again... if you are unhappy with what we do and how our technology works, I would recommend you cancel your account immediately.
Regarding us listening to our users... of course we do. That's why we have our Support Suite, our support staff and our Feedback widget in place. As well, you seem to be the only user stating that you have these problems. According to our support staff, you have almost sent over more tickets than all of our other users COMBINED. Clearly it's not our technology.
But, again, if you're that unhappy, there's no contract or commitment, so you can cancel today, if you'd like. Or, I can go ahead and do it for you, if that would be easier.
Regarding us listening to our users... of course we do. That's why we have our Support Suite, our support staff and our Feedback widget in place. As well, you seem to be the only user stating that you have these problems. According to our support staff, you have almost sent over more tickets than all of our other users COMBINED. Clearly it's not our technology.
But, again, if you're that unhappy, there's no contract or commitment, so you can cancel today, if you'd like. Or, I can go ahead and do it for you, if that would be easier.
Hey David... once again... if you are unhappy with what we do and how our technology works, I would recommend you cancel your account immediately.
Regarding us listening to our users... of course we do. That's why we have our Support Suite, our support staff and our Feedback widget in place. As well, you seem to be the only user stating that you have these problems. According to our support staff, you have almost sent over more tickets than all of our other users COMBINED. Clearly it's not our technology.
But, again, if you're that unhappy, there's no contract or commitment, so you can cancel today, if you'd like. Or, I can go ahead and do it for you, if that would be easier.
Regarding us listening to our users... of course we do. That's why we have our Support Suite, our support staff and our Feedback widget in place. As well, you seem to be the only user stating that you have these problems. According to our support staff, you have almost sent over more tickets than all of our other users COMBINED. Clearly it's not our technology.
But, again, if you're that unhappy, there's no contract or commitment, so you can cancel today, if you'd like. Or, I can go ahead and do it for you, if that would be easier.
Again Todd, my name is David not "Dave".
Secondly, I do not underestimate the response of your support. I submitted the below case on 12/16/2008 and have heard nothing.
What do I have to do to get some type of response short of posting in the public forum?
Todd I am not talking about major overhauls or major enhancements to the system. Again, I believe in the concept and the intention. Problem is, is not working as described. Read the issue below, its causing major heart to me, my staff, and most importantly my customers. 100's of them are unhappy with this......
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Support Team,
I am reporting yet another issue for the 3rd or 4th time.
1.) My client reactivation autoresponder is not applying an unsubscribe link to the end of each email. (Reported to Support and to Todd directly during a phone conversation.) 2.) For the emails that do have an unsubscribe link, it is only taking them out of that autoresponder or newsletter list and not the entire database. (Reported to Support)
3.) We also do not get a notification when people have unsubscribed thus our main in-house list is out of date. (Reported to Support)
I have documented over 100 clients that have sent us extremely angry emails based on the MBD continuously sending emails when they have requested to be taken off our list or people that have no way of getting off our list because there is no link. In effect, the MBD has damaged our stellar reputation and has created hardened relationships amongst our client base. Forget about them ever visiting again or sending referrals our way. THIS IS REAL and a HUGE PROBLEM.
WHY CAN"T IT BE FIXED!!!!!! Your system is causing us pain and we are desperately trying to help it improve so that we can continue to use the benefitual aspects. PLEASE, PLEASE use this email to create awareness in your company at the HIGHEST LEVELs that we have a MAJOR PROBLEM thus your system/company also has a MAJOR PROBLEM!!!!!
I do not care what anyone else is telling you in your support/technical team. I am a user of your system and this aspect of it IS NOT working. You guys need to start believing your users and make some changes. All I hear is that the support team says everything is working fine and there is not issue.
David
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Secondly, I do not underestimate the response of your support. I submitted the below case on 12/16/2008 and have heard nothing.
What do I have to do to get some type of response short of posting in the public forum?
Todd I am not talking about major overhauls or major enhancements to the system. Again, I believe in the concept and the intention. Problem is, is not working as described. Read the issue below, its causing major heart to me, my staff, and most importantly my customers. 100's of them are unhappy with this......
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Support Team,
I am reporting yet another issue for the 3rd or 4th time.
1.) My client reactivation autoresponder is not applying an unsubscribe link to the end of each email. (Reported to Support and to Todd directly during a phone conversation.) 2.) For the emails that do have an unsubscribe link, it is only taking them out of that autoresponder or newsletter list and not the entire database. (Reported to Support)
3.) We also do not get a notification when people have unsubscribed thus our main in-house list is out of date. (Reported to Support)
I have documented over 100 clients that have sent us extremely angry emails based on the MBD continuously sending emails when they have requested to be taken off our list or people that have no way of getting off our list because there is no link. In effect, the MBD has damaged our stellar reputation and has created hardened relationships amongst our client base. Forget about them ever visiting again or sending referrals our way. THIS IS REAL and a HUGE PROBLEM.
WHY CAN"T IT BE FIXED!!!!!! Your system is causing us pain and we are desperately trying to help it improve so that we can continue to use the benefitual aspects. PLEASE, PLEASE use this email to create awareness in your company at the HIGHEST LEVELs that we have a MAJOR PROBLEM thus your system/company also has a MAJOR PROBLEM!!!!!
I do not care what anyone else is telling you in your support/technical team. I am a user of your system and this aspect of it IS NOT working. You guys need to start believing your users and make some changes. All I hear is that the support team says everything is working fine and there is not issue.
David
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Hey Dave... it sounds like you are really unhappy with the Massage Dashboard. I would recommend you cancel your account, if you really feel that bad about what we do.
I shared that we have a huge amount of testimonials and case studies on file from therapists so you personally understand that we have no reason to make large changes to the Dashboard, nor do we have plans to do that. Our customer retention rate is extraordinary and we continue to have new therapists signing up almost every single day. So, we must be doing something right. Again, if you are really that unhappy, I would advise that you cancel your account. We certainly don't want to take money from any therapist that isn't thrilled with what we do.
Lastly, I think you're GROSSLY overestimating... borderline fabricating... how responsive our tech team and customer support staff is. They respond daily to support tickets.
Wish you the best,
Todd :-)
I shared that we have a huge amount of testimonials and case studies on file from therapists so you personally understand that we have no reason to make large changes to the Dashboard, nor do we have plans to do that. Our customer retention rate is extraordinary and we continue to have new therapists signing up almost every single day. So, we must be doing something right. Again, if you are really that unhappy, I would advise that you cancel your account. We certainly don't want to take money from any therapist that isn't thrilled with what we do.
Lastly, I think you're GROSSLY overestimating... borderline fabricating... how responsive our tech team and customer support staff is. They respond daily to support tickets.
Wish you the best,
Todd :-)
Todd, My name is David and it sounds like you have a really bad case of "My $@!# Don't Stink Syndrome".
Its pretty obvious that for every 1 person that is posting dissatisfied comments there are another 10-20 minimum who are not posting. Great, tout your hand full of successes and do not focus on all the issues with your Dashboard system/company, that's how businesses go out of business.
I am actually still a customer because I really do believe in the concept, problem lies in the execution. Praying you get it all fixed and that's why I submit so many tech cases and actually talked with you live on the phone for 30-mins. Unforunate side, is nothing has changed. Same technical issues and no response from technical support.
The technology still is not functioning as described and the "quick customer support" is non-existant. So I do not see how its going to get fixed with a "My $@!# Don't Stink Attitude".
I am giving it a few more months and then I am pulling the plug.
- David
Its pretty obvious that for every 1 person that is posting dissatisfied comments there are another 10-20 minimum who are not posting. Great, tout your hand full of successes and do not focus on all the issues with your Dashboard system/company, that's how businesses go out of business.
I am actually still a customer because I really do believe in the concept, problem lies in the execution. Praying you get it all fixed and that's why I submit so many tech cases and actually talked with you live on the phone for 30-mins. Unforunate side, is nothing has changed. Same technical issues and no response from technical support.
The technology still is not functioning as described and the "quick customer support" is non-existant. So I do not see how its going to get fixed with a "My $@!# Don't Stink Attitude".
I am giving it a few more months and then I am pulling the plug.
- David
Hey Dave... sorry to hear you weren't happy with the Massage Business Dashboard. We understand we can't make everybody happy who uses our system. If you look at the quantity of success stories, case studies and testimonials we have from therapists using the system compared to the small number of dissatisfied clients we have, I'm sure you'd agree we are doing a pretty outstanding job. We wish you the best.
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Clearly I see your point as a consumer. Also clear is the lack of focus ToddBrown Inc has in resolving this matter beyond "If your unhappy, cancel". Thanks for the opportunity to let me view this guys customers service in action. In the end the patient/client/customer is always right, and at the very least this guy needs to be saying something else besides 'go away'.
It's funny but I can't even find a 'contact us' link anywhere to at least ask questions THAT's why Im relying on customer comments to decide where to spend my money now.
Dr V (A chiropractor and 20yr Bodywork professional)