Top skills, terrible service and extreme prices
[navn fjernet] at Heltech knows a lot about servers etc. but when it comes to service and good business conduct he has no knowledge or fails to show it at least.
After doing a job well done Heltech/Stefan sends us a bill almost three times higher than initially agreed.
Reply from HelTech Communication AB
The customer asked for a price for installation and configuration of a software. Not having the exact number of installations, but knowing that it was more than one, HelTech gave the customer a price estimate (not a fixed price) in writing for one instance of this installation (emphasizing the estimate was for one installation only and what it covered).
The customer orders 15 different installations+configurations. Given the price estimate we actually had the head room to send an invoice up to 15 times the given price estimate. The resulting invoice was about twice the estimated price for one installation, which should be considered a very good deal for the customer.
Furthermore, when delivering the software installations the customer needed to do adaptations of their web sites to work with the new software. This is not a work included in the price estimate as it only covered installation and configuration of the software. At this time it turned out that the customer had fired their technical staff so no one could perform this task at the customer. HelTech then offered to perform this work. Almost half of the mentioned invoice covers this work, which was not at all a part of the initial price quotation.
Upon recieving the invoice the customer contacted HelTech questioning it. HelTech explained it, like above. We understand that the probable reason for the confusion is that the customer had not understood what the price estimation covered (or possibly not read it thouroghly). Since it was a written price estimate clearly emphasizing one installation and what it covered and the fact that almost half of the amount covered other work (internal programming of the customer websites) we saw no reason to reduce the invoice. The customer then agreed, in writing, to pay the full amount of the invoice.
The customer however choosed not to pay the invoice at all. When HelTech finally brings the customer to court, the customer claims, among other things, that they never even had ordered this work from HelTech (which we of course have written proof of). Once in court, the case was settled and has now been paid.
Everything above is supported by proof in writing.
Edit (reply to comment): Yes, the settlement was less than the invoice. It was a pure business/finanical decision from us to agree with the settlement. We could choose between loosing some money on the settlement or loose more money by spending even more time pursuing the case. We choosed to agree with the settlement to end the case. That doesn't proove anything.