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Don't Buy This Product - Lousy support and refuse to refund money.


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#1 wcj

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Posted 13 January 2012 - 03:16 PM

All,

Don't buy this product. After purchasing the product and experiencing an issue with activating, I called customer support. After ringing through to voicemail, I called again and this time received an answer. The support solution I got was to uninstall and re-install the product (which did not work). I called back and was told I had to submit a ticket through the web portal. Why do I need to submit a web ticket when I am talking to someone on the phone? When they refused to provide phone support, I stated I wanted my money back. I just paid $90 for a product that I can't use, and they won't provide phone support? Unacceptable. I am reporting this behavior to the Better Business Bureau. If you're wise, you will steer clear of this product. I wish I had.

#2 Eric Newbauer

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Posted 13 January 2012 - 08:22 PM

Hi wcj,

Regarding your trouble with activating the globalSAN initiator, I first want to say that we have fewer than .1% of users who've not been able to activate the software without the assistance of our technical support team. To our knowledge, every one of those other individuals has contacted us via our online support system and had their problem resolved. Most of those issues were due to simply having missed a step in the instructions emailed.

To my knowledge, there hasn't been a single customer who has bought the initiator, had trouble activating it, contacted support, yet still been unable to activate the purchase after following our instructions.

Like most companies who provide technical support, we have to triage our support requests. If everyone just demanded to jump to the head of the line regardless of amount spent and problem experienced, it would be impossible to serve the greater good. Shortly after you speaking with one of our engineers (who are normally reserved for customers with paid phone support), you did submit a support ticket, which we responded to within 50 minutes. About an hour later your next reply to us was a copy of your BBB complaint, refusal of support, and a demand for refund.

From what I can tell of the sequence of events, you went from purchasing our software to complaining to the BBB within a matter of roughly three hours!

I'm happy that you openly complained about this on our forum, and I welcome other users with a similar experience to come forward as well. This forum is for the good, the bad, and the ugly feedback. We know that it is easier to complain than to praise, so we hope this public forum (and our having never censored it (except for the occasional Viagra spam!)) is proof positive that we're a good and honest company.

Having said that, I'm also happy to say that in the ten+ years we've been in business, yours is the first complaint about us to the BBB.

Best regards,

Eric

p.s. The ticket is still open, and we are more than willing to help you activate your purchase.
Eric Newbauer, SNS Moderator
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#3 wcj

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Posted 25 January 2012 - 02:32 PM

After my BBB complaint this company STILL refuses to refund my money and you're ###### right I STILL refuse this company's "support".

I understand now that you don't provide phone support, however this is not initially made clear. With that said, when someone calls in that wants support and has not paid the premium price for it, would it not be a better practice to OPEN A SUPPORT TICKET FOR THEM AND LET THEM KNOW A RESPONSE WILL COME TO THEM VIA E-MAIL? It's just good business. I'm sure that would've taken FAR less time than responding to this forum complaint, responding to the better business bureau complaint, and dealing with bad publicity from an unhappy customer.

You're absolutely right I refused your support after the way I was outright refused assistance on the phone, and I still refuse your support now. I want my money back, I do not want your product, and I have spent double the money to go with one of your competitors. Good support matters more than the product itself these days. You would be wise to learn that. It's what makes the difference between a company that ekes by and a company that thrives. Your foolishly righteous position clearly proves you forget one thing about good customer service, and that is: the customer is always right.

The "fact" that "fewer than .1% of users [have] not been able to activate the software without the assistance of our technical support team[,]" means absolutely nothing to me. Your method of spouting random numbers, which may or may not be true, as a method of redirection away from the root problem is unethical and morally questionable. I don't care what .1% of your users have problems with, I care about what I have a problem with. That is the fact that this trial worked, then one morning (having made no changes) simply stopped working only three days after I'd registered for and activated it. At that point I was satisfied enough with the product that I thought I would just purchase it, install the license and be done with it. Simple process right? Apparently not, and the support response was "open a support request online". No. YOU open a support request for me online. Did you forget that I am the customer? In my experience, these types of problems are only the tip of the iceberg. They are usually evident of an underlying problem in the way the company provides support, which means there will be issues for me down the road.

Further more, if my trial suddenly became "deactivated" what's to stop the same from happening to my licensed version(s)?

No. Thank. You.

In hindsight, I should've resolved the trial issue before I even considered purchasing your product. This was a bad assumption on my part. A mistake that I have learned from.

Good luck with the future of your business.

#4 wcj

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Posted 18 February 2012 - 09:35 PM

Just wanted to follow up. It's been nearly a month since my above response, and I have not heard a word from this company since. They are thieves. Do NOT do business with them.

#5 SNSryan

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Posted 24 February 2012 - 11:58 AM

We provide a free 14-day trail so users may try before making any purchase. It is stated clearly at time of checkout there are no refunds on this software.

The Better Business Bureau (BBB) has delivered a verdict and they believe we made good faith effort and therefore have retained our A+ rating (held since 1998). Read the BBB review online.

#6 ansgeier

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Posted 19 March 2012 - 07:41 AM

Customer From H3ll.
I really enjoyed reading the passionate rant. It's a genre of art in itself. This one being of unusual purity and essence.
If this kind of public "feedback" didn't cause so much stress and extra work, it would make for a great entertainment.

#7 wcj

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Posted 19 March 2012 - 09:06 AM

I am sorry that your outtake on this is that I am "the customer from ######." In fact I am not. I am a human being, and much so appreciate being treated like one. You can call my rant art if you will, but the bottom line is this: I raise several valid points, none of which this company felt the need to respond to directly. They chose only to quote rigid policy. I will never purchase from them again. I will never recommend their product either.


edit: added the adjective "rigid"

Edited by wcj, 19 March 2012 - 09:07 AM.