Public Mediation

F.K. vs. Micro Focus

Software Updates must be available to everyone with no fees of any kind

F. K. vs. Micro Focus
700 King Farm Blvd Ste 400, Rockville, Maryland, 20850-5749, United States
Amount Involved: Other terms
Complaint(s): Bad business practices
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Statement of Claim
Claimant says:
"I purchased Software (Net Express 5.1) from Micro Focus, several years ago. During these years I was able to get Updates for my Software in the normal manner everybody get from Micro Soft for Windows. At the time I purchased the software, they asked me for fee for Tech Support. I did not see a need for tech support and rejected the offer. Tech Support, Software updates and license maintenance are separate issues and not contingent on each other. I tried to reach Micro Focus to resolve this issue immediately but, they chosen to ignore my request.

I am asking for getting Software updates and License Maintenance when needed. Similar to procedures applicable to Windows.

I need your help to resolve this issue for me."
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Additional Communication Between Claimant and Micro Focus Hide
  • Dec 13, 2018, Claiming party added:
  • Hi Fouad,

    Sorry for the delay in getting back with you.

    Support is not mandatory and your existing license will continue to work as usual without support. In addition, we can make standard software updates available at no charge. However, if you need to contact our SupportLine via phone or internet for any problems, you would need to be on a valid support contract. I spoke with my supervisor regarding your circumstances and he did approve a significant discount off the yearly support cost. Take a look at the revised quote attached and let me know if you have any questions or concerns.


    Marlene Varneke
    Account Executive, SupportLine Sales

    Micro Focus
    700 King Farm Boulevard, Suite 400
    Rockville, MD 20850
    800.632.6265 Opt 2 x5078
    Direct: 301.838.5078
    Fax: 301.838.5314
    rite your message here

  • Dec 29, 2018, Micro Focus (responding party) added:
  • Regrettably, Micro Focus chose to ignore and dishonor their commitments.

  • May 18, 2019, Claiming party added:
  • this claim is not resolved yet. in her letter, Marlene Varneke
    Account Executive, SupportLine Sales, clearly stated that support is not mandatory and my license will continue to work. I can't access the online to get my license activated. that means everything i did with this software will go to trash can. that is not fair.

What Claimant Wants Hide
Just make me happy!
Claimant invites Micro Focus to make a fair offer.
1. Other – Pay for claim posting cost Dec 27, 2018 $14.99
Cash total : TBD
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Micro Focus. This claim will remain posted until resolved
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  • Contributed Solution: by George Maxwell On 01-09-2019
    I'm confused as to what the claimant is asking for More...
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