| Address: B513, The Royal Castlw Tirumudivakam, Chennai - 600044, India |
| Website: www.webnexs.com |
I am writing to formally lodge a complaint regarding the ongoing issues with the development of our website and apps, contracted in October 2023. My company, e360tv, has been in business for eight years and operates as an OTT publisher, streaming live and VOD content on platforms like Roku, Fire, iOS, and others. We entered into a contract with Bright Livingstone CPL, DBA Webnexs to develop and deploy a new website and applications to support our service.
The agreed-upon scope of work and payment terms were clear: $60, 000 US total, with $30, 000 paid upfront and the remaining balance due upon successful deployment and delivery of the source code. The contract stipulated that the project would be completed within four months. However, we have encountered significant issues throughout the development process, as outlined below:
Timeline and Issues:
Initial Development (Oct 2023 - Early 2024): Early on, we faced multiple issues including upload problems, videos not playing, live content not working, and server instability. Despite these setbacks, we continued to work with the Webnexs team in good faith, as they assured us these problems would be resolved.
Mid-Project (Apr - Jul 2024): By April, I escalated these issues directly to the CEO. Although meetings were scheduled for regular updates, these efforts eventually became ineffective as the CEO ceased attending meetings by July 2024. Communication with the company became sporadic, with weeks passing without responses to emails.
Ongoing Technical Failures: Despite repeated fixes, we encountered the same issues time and time again. Additionally, we were informed by multiple app platforms (iOS, LG, Samsung) that our apps were failing internal testing. For example, the iOS app was submitted 51 times for rework. Out of the 7 apps we contracted for, only 5 have been deployed, still with issues, and the website continues to face critical performance problems.
Financial Demands and Unresolved Issues (Nov 2024): On November 27th, just before Thanksgiving, Webnexs demanded an additional $20, 000 to deploy the website, contrary to the terms of our agreement. I would go as far as it was a type of ransom, as our existing providers lease was ending Dec. 1. After multiple negotiations, I reluctantly agreed to pay $3, 000, which allowed the website to go live the next day. Despite this, critical issues persist: the website loads extremely slowly, goes offline periodically, and key features like PPV are malfunctioning. This has severely impacted our business, with many of our hosts threatening to leave, costing us thousands of dollars in missed opportunities.
Current Situation:
We have conducted an external review, and the issues stem from Webnexs' server and code. Despite this, Webnexs has failed to provide any solutions.The website's GTMetrix score is an F, and the site’s performance is hindering our ability to deliver the service we promised to our clients. We are facing a significant loss in business and trust from our hosts.
Expectations:
We are not seeking to start over or switch developers, as this is neither feasible nor financially viable at this point. What we require from Webnexs is simple:
Complete the project as per the original contract: Fix the server and code issues that are preventing the website and apps from functioning correctly.
Ensure that the website performs optimally: Resolve the slow load times, downtime, and PPV issues.
Deliver the final product: Once the issues are resolved, we will make the remaining payments, and we expect both parties to conclude this project and move forward.
We trust that you understand the urgency and gravity of this situation and hope that this complaint will spur the necessary action to finish the project in a manner that meets the contractual obligations and quality standards we agreed upon.
Please let us know how you intend to proceed, as we are hoping for a resolution as soon as possible.
Thank you for your time and attention to this matter.
If needed, I can provide copies of communications, the contract and/or screenshots of website performance.
Sincerely,
Aaron Heimes
CEO, e360tv Network, Inc.
[protected]@e360tv.com
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