 belanger
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| Joined: 22 Sep 2009 |
| Total Posts: 3 |
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Failure of company to respond
Posted: 24 Sep 2009 09:30 AM |
Ok, now I know where I stand.
1. I buy AskSam.
2. The product doesn't install.
3. While installing I get the very helpful message: "An internal error has occured".
4. I put a comment in the official "support" conference of the company.
5. No reponse from the company is given.
This is a way to run a business? This is a way to build confidence in the product?
Tsk. tsk.
Marc
PS: And before somebody from the company answers (if they ever do) with the attitude that I'm just a newbie computer user who doesn't know how to install software: I have been a microcomputer instructor since 1983. I have a PhD in computer communications. I teach courses for the International Computer Driver's License. I know how to install software. I just don't know how to install software that won't install. |
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Greg
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| Joined: 01 Nov 2005 |
| Total Posts: 106 |
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Re: Failure of company to respond
Posted: 24 Sep 2009 10:40 AM |
Yes, direct support on this forum is spotty at best. It's more users helping users. Your issue looks to be of a more complicated variety.
Have you tried emailing tech@asksam.com? They've been good in responding to me & others.
Greg |
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belanger
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| Joined: 22 Sep 2009 |
| Total Posts: 3 |
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Re: Failure of company to respond
Posted: 24 Sep 2009 11:08 AM |
Thanks Greg. I'll do that.
Marc |
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sovi007
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| Joined: 10 May 2005 |
| Total Posts: 205 |
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Re: Failure of company to respond
Posted: 25 Sep 2009 09:19 AM |
"International Computer Driver's License". Wow, that sounds very official... Can that be used instead of a computer passport? 
Marc, your comment is like someone living their whole life through the ice age, and they're 85 years old, and they've been shivering all their life, and someone drops in, having travelled from some rare secluded warm spot, and comes through the door and says to the old man "hey, it's cold in here".
You couldn't be more on the mark. In my opinion, it's the economy, and a situation where the company really doesn't possess the marketing or leadership talent to know how to extend the market and drive the product penetration to the next level.
Translation: if you have a website, bit don't bother answering questions, updating old links, and supplying fresh content, then how can you expect to grow income to pay new support people needed to answer questions on the website?
The pain in all this, from the seemingly-abandoned customer is the product. It's super. It has great potential, and has great power and flexibility. It possess a mix of features that no other product has (search, conditional, mail merge, fields, email, reports) And so the decay of the surrounding infrastructure (support, further innovation, marketing, lack of blog, current interviews, etc) is indeed depressing.
I share your concern, upset, and dismay, and wish it wasn't like this. I've commented and brainstormed about this many times, to absolutely no avail.
Good luck. If you can say more about your problem here, maybe we can help. |
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