|
User Details |
message
|
|
Chase Jestley
post date:
2007-12-01 10:28:04
|
watch the video of this product NOT working - www.jestley.com/extend
Coming soon, listings of my emails to the supposed tech support and their NON-ACTION/RESPONSES.
Whilst i was still in school, we talked about Caveat emptor - let the buyer beware..... while i'm not saying the product doesn't have the potential to be great, the support factor is severely lacking.
If this issure can be resolved and my product rendered useable, I would like that, regardless of my views on the poor customer/tech support, I do actually like it from what i saw on a demo version installed on a different pc. Had I not seen the demo work however, I would have been convinced that this was a rip-off scam perpetrated over the Internet, so I do have faith, but now the lack of support is causing me to lose the faith ( and lose my exceptionally tight timeline) more prompt support is necessary.
But i suppose in fairness, what I need is my menu immediately to complete this project, not the answer as to why I feel ripped off.... even if this could be accomplished - obviously with someone else's help that would be great....then I would be able to wait for the support staff for a while.... I like to consider myself fair and patient, but it is truly support (or the lack of it that bothers me)
|
|
|
Horea Radu [Extend Studio]
post date:
2007-12-01 16:18:13
|
Dear Mr. Chase Jestley,
I really dont understand why you are accusing us of lack of support in this matter. Your first email was received on Thursday and was answered the same day and the next reply from us was on Friday. We usually answer support inquiries in less than one business day and none of your emails took longer than that to answer. The time you have proposed for the desktop sharing session (Saturday morning) means SATURDAY NIGHT here (our time is GMT +2). So if not responding emails instantly and not having desktop sharing sessions on Saturday nights means lack of support than we are guilty, but I dont think thats true.
If you feel ripped off? why didnt you request a refund? As we said in our first email you will receive a refund if we dont get this to work. You dont even have to make the desktop sharing session. Our refund policy clearly states that you can get a refund since the product did not work on your computer.
Just to show you that you are wrong about our customer care I will try to have the desktop sharing session with you this weekend (I have sent the proposed date and time by email) if you are still willing to do this even if we usually dont do support during weekends (we do have weekends in Romania, too). If youre not willing to do this I will have your order refunded on Monday first thing in the morning.
Best regards,
Horea RADU, Extend Studio.
|
|
|
Chase Jestley
post date:
2007-12-04 04:02:03
|
|
While my ranting was for the most part frustration based, I would like to say that the support though frustrating for the support staff was resolved and I am happy to say we have managed to make everything work.... and disparaging postings on my webserver have been removed and I do not wish any ill will to Extend nor their support staff...
|
|
