System crash after Smart Code product update

Just wanted to follow up on my complaint regarding Smart Code. I haven't heard anything back yet, and the meal kit I purchased is still not working correctly. Any assistance would be greatly appreciated.

Dear customer, I am reaching out regarding your recent complaint about our installation service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Director of Customer Success at Smart Code, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $203.75 to your original payment method 2. Added a $203.75 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-0365AAEC for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, David Young Director of Customer Success Smart Code

ComplaintNest Administrator Alert: We have noticed that Smart Code has not yet responded to your complaint about their consultation service. We have sent a formal escalation notice to their corporate office and have initiated our second-level notification process. Please be assured that we are actively monitoring this situation and will take additional steps if necessary to ensure your complaint receives proper attention. ComplaintNest Advocacy Team