TCHAPAIEV

Hi everybody ! I am french ; I like Micro very much ; I am no expert , just knowing a little bit and having tons of experiences ; good and bad ; the bad ones are not always interesting , but this one is ; it concerns a well known Company and its Tech service , customer service; my remarks are of general interest I believe ; I will not be deffamatory in any sense ; I am not going to tell what happened right now ; I wish to know if that is possible without breaking the rules ; I read them carefully ; but I do not want to be trapped ; the story is painful but I thing everybody should know ; do I have the right to post it here ? Thanks for appropriate reply . OLIVIER GEBUHRER

jgvernonco

If you can tell your story while showing respect for your audience, then I cannot see that there would be a problem.

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TCHAPAIEV

I fully respect the audience of this forum but I have no respect at all for the company where it happened ; OK , I take the risk ; please do not bann me without explanation .
I am talking about one of the two topmost companies whose software is mainly devoted to CD Burning ; it's not located in Japan (So without naming it , everybody should know what I am taling about ) I bought their suite since version 5 ; all subsequent versions were bought including upgrades from version 7 to 8 passing through 7.5 ; version 8 never wanted to install ; uninsattaling , cleaning registry hundred times was unsuccessful ; I tried support several times ; from time to time I would get a short , very , very unaccurate answer telling me agin to uninstall and reinstall ; I tried this on two different PC's WinXP pro uptodate ; one was 1.5 ghz Intel 4 , the second 1.8 ghz , intel P 4 also ; one with nvidia (Dell dimension 8100) the other was a laptop with ATI Radeon 7500 ; good material ; never had a problem with installing a software aside from very rare cases where tech service was helpful; Ok , this version did not want to install for some reason which at that day I do not know ; I suspect the program has bugs in some cases ; browsing through their customer forum , I could see hords of people having the same problems and complaining without proper answer ; I called them once ; I was told that I could be refunded ; that was OK because according to their rules ; I bought the license less than 30 days before my call ; but bbeing refunded was not my point ; I wanted the program to work "in order to remain truthfull to the program which I liked (not terrific but OK) .
No answer . I tried installing again and again unsuccessfully several times till I discovered that the new version appeared ,version 9 ; I again wrote the support ; no answer ; I was asking for a commercial act knowing that I bought a program I could not use and that their support was unable to answer my question in a proper way ; finally after repeating my letters three times , i finally (skipping details) got a short answer about my possibility to get a free upgrade WITHOUT SUPPORT ; that of course , knowing what happened before , I refused politely but bluntly ; I told them that they had a choice : either refund the former upgrade and than I would have bought the actual one (same upgrade price for owners of version 7 to 8 (!!!) ,; this was complicated ; the other solution was of course to get a download for free of the full upgrade version ; answer was short , unpolite and negative : I did not accept their previous "offer" , so... . i tried to go over this very unpolite guy who does not know apparently what business means ; I clled the vcustomer suppport directly ; I received an insulting reply blaming me to dare using the phone aftyer getteing the first answer .
To sum up : you buy the license (not cheap) , you cannot have any use of the software because apparently it has a bug ; the support never wanted to acknowledge the problem ; the upgrade happened ; instead of aknowledging that the customer was entitled to get this upgrade for free given his past attempts , his exceptional patience and his full right to get a compenstaion ; this is their answer . I do not know ; maybe this is usual (I have lots of counterexamples) ; I have a conclusion ; something is going very wrong in a top most burning CD company .
I will never again buy their products and my sole reason for telling this story is to telle other people : you have to know what you are doing if ever you buy something there . best regards to all OLIVIER GEBUHRER

yustr

The key words are "with respect" , then sure.

And don't forget another key axiom to business success:

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I didn't mean to say it. But I meant what I said. J. McMurtry

In Vino Veritas

TCHAPAIEV

Sorry , I am a poor french guy trying severely to "speak" your language ; its understanding is basic ; but if you speak through ellipses , I will not be able to get any idea . "The customer is always right " really? They probably never realized .

yustr

Basically what that means is that any business, no matter how good the product or service, will fail if it doesn't have customers. So giving the customer what he wants is more important than anything else. Even if what he wants is not the best thing for him.

One more thing to consider: a satisfied customer will tell 3 friends about you. A dissatified customer will tell 10.

__________________
I didn't mean to say it. But I meant what I said. J. McMurtry

In Vino Veritas

TCHAPAIEV

OK that's it; not everybody knows however ; hence the story . Dooes not semme interestting many people... OLIVIER GEBUHRER
Thanks for yours