No Answer for 2+weeks

[bimmridder]

I am impartial to any of the software being discussed here, but I'm with Sam on this one (first time for everything right Sam?) Calling people Bozos because they are using the competition is very poor judgement. I know I won't even open his site now to see what his software consists of. That's much akin to someone calling me a HATER because I buy a certain brand. I'm flabbergasted.

[ericheartsu]

attached is a screen shot with all the email history i have from Joe.

I have 10 emails all together. Alot of times he starts his email by saying, oh i sent this to you already, check your junk mail. I check my junk mail daily, in case any orders or weird emails go through there.

The first email i received is on 11/27/12 before i purchased the software, asking about multi users. I purchased the software on Dec 3rd. On Dec 7th i filed a claim with paypal trying to get refunded for the software, as i had sent 1 or 2 emails, but called daily as i was having some issues setting up the software, and the instructions were for a pc not a mac. The claim had some notifications, so i called Joe, who finally answered. Said he needed to send me another email with the correct files. This phone call took place i believe around 10am. I'll have to double check. At 1:45am i finally get an email with files. This is what i was looking for and i begin to set it up.

Shortly after i receive the software and begin to set it up, i have multiple questions about software, and about filemaker. I send them over, and have a short email exchange, however the 4 email exchange is mostly about getting a refund, and not answering my technical questions on the software. This was all on Dec 12th.

So if you are keeping count: 2 emails before i purchased the software (11/27, 11/29), 2 emails from when i purchased it (12/3, that include the license, and software beta downloads), 1 email (12/10), that had the updated correct files for the software, 4 emails (12/12), trying to get some answers/arguing for a refund, as i've had less than superb service, and finally the last email i've received from Joe on 12/18/12 (yesterday), that was a generic email that had a links and quick start instructions for the non beta version of the software.

Now as i mentioned i'm not in the office, so i'm unavailable to take Joe's calls, but when my wife and employee say..yah he didn't really answer the questions we were asking, and called the shop at 530pm (almost as if to catch us not there), then said oh well i can't really talk i gotta go, but i'll call back tomorrow....still seems a little fishy.

It may not have been exactly two weeks, but when you purchase software or equipment, and you can't get it up and running for two weeks, when you have time scheduled to do so, and you can't get any support...well i'm sure all of you know how that feels.

Today at 11am is 12 business days since you purchased.  I would indeed be upset if I had spent what you spent and it wasn't working still or I was not able to get answers I need.  I would seek a refund/claim/then move on. 

This is where I have a problem with how you have handled this.  When someone else is dropping the ball, illustrate that exactly, embellishing it makes you look bad.  Your original post, basically a total stretch stating 3 weeks since order, which is incorrect:

Purchased the software three weeks ago. Got a little bit of service, that didn't help very much. Asked for a refund. Got an answer that said, sorry can't do that, and haven't heard from Joe since.

IMO he should refund you and you both be on your way.

Agreed, but 12 business days is 2 business weeks +2 days. Not really stretching it out...just talking about the project in general

[GraphicDisorder]

attached is a screen shot with all the email history i have from Joe.

I have 10 emails all together. Alot of times he starts his email by saying, oh i sent this to you already, check your junk mail. I check my junk mail daily, in case any orders or weird emails go through there.

The first email i received is on 11/27/12 before i purchased the software, asking about multi users. I purchased the software on Dec 3rd. On Dec 7th i filed a claim with paypal trying to get refunded for the software, as i had sent 1 or 2 emails, but called daily as i was having some issues setting up the software, and the instructions were for a pc not a mac. The claim had some notifications, so i called Joe, who finally answered. Said he needed to send me another email with the correct files. This phone call took place i believe around 10am. I'll have to double check. At 1:45am i finally get an email with files. This is what i was looking for and i begin to set it up.

Shortly after i receive the software and begin to set it up, i have multiple questions about software, and about filemaker. I send them over, and have a short email exchange, however the 4 email exchange is mostly about getting a refund, and not answering my technical questions on the software. This was all on Dec 12th.

So if you are keeping count: 2 emails before i purchased the software (11/27, 11/29), 2 emails from when i purchased it (12/3, that include the license, and software beta downloads), 1 email (12/10), that had the updated correct files for the software, 4 emails (12/12), trying to get some answers/arguing for a refund, as i've had less than superb service, and finally the last email i've received from Joe on 12/18/12 (yesterday), that was a generic email that had a links and quick start instructions for the non beta version of the software.

Now as i mentioned i'm not in the office, so i'm unavailable to take Joe's calls, but when my wife and employee say..yah he didn't really answer the questions we were asking, and called the shop at 530pm (almost as if to catch us not there), then said oh well i can't really talk i gotta go, but i'll call back tomorrow....still seems a little fishy.

It may not have been exactly two weeks, but when you purchase software or equipment, and you can't get it up and running for two weeks, when you have time scheduled to do so, and you can't get any support...well i'm sure all of you know how that feels.

Today at 11am is 12 business days since you purchased.  I would indeed be upset if I had spent what you spent and it wasn't working still or I was not able to get answers I need.  I would seek a refund/claim/then move on. 

This is where I have a problem with how you have handled this.  When someone else is dropping the ball, illustrate that exactly, embellishing it makes you look bad.  Your original post, basically a total stretch stating 3 weeks since order, which is incorrect:

Purchased the software three weeks ago. Got a little bit of service, that didn't help very much. Asked for a refund. Got an answer that said, sorry can't do that, and haven't heard from Joe since.

IMO he should refund you and you both be on your way.

Agreed, but 12 business days is 2 business weeks +2 days. Not really stretching it out...just talking about the project in general

Your post was made 2 days ago on the 17th, so at that time, it was just 2 weeks, in fact isn't that 1 day short of 2 weeks?  Either way it's not 2 weeks + 2 days.  Today its 2 weeks + 2 days.  You didn't do yourself any favors by embellishing is all I am saying.  BUT your over all concept is correct, you paid for and are not getting what you expected.  If he is a stand up guy he will refund you and move on. 

[tworksjoe]

I am impartial to any of the software being discussed here, but I'm with Sam on this one (first time for everything right Sam?) Calling people Bozos because they are using the competition is very poor judgement. I know I won't even open his site now to see what his software consists of. That's much akin to someone calling me a HATER because I buy a certain brand. I'm flabbergasted.

When you have your business as a category on a public forum, which I now fully regret, and one disgruntled person is intent on slamming or discrediting you, tell me then that you would be perfect in your every choice if word.

[Socalfmf]

YES I would be...I would have made sure it never went this far....

secondly, if you do not want the forum...do 1 of two things...ask them to get rid of it or 2. do not participate in it...pretty simple..

[tworksjoe]

Yes Sam, of course you would be. Perhaps most wouldn't have takin it this far, but its not in my character to not defend myself. Perhaps I might ask to remove the category ultimately, but then again I really have nothing to hide. Despite how people may perceive this incident, I truly care about my customers and business.

[Socalfmf]

I know I would have been...because I would have been on the phone making sure MY CUSTOMER was taken care of...but then again that is just me...and I know for damn sure I would not be calling people that I need as customers names and telling them to cool it and I am losing my patients....but then again that is just me...

sam
 

[Dottonedan]

As a side note, this section was created to be more so handled by the manufacturer and not us  the owners of this forum.


It's meant to be a section to discuss and work out problems with the product and /or/service or just a "go to" place to answer questions about said product. Not really to air out dirty laundry or be someone's last resort to get another Co. to respond. I see it's effectiveness when used in that manor, but I feel it's similar to the idea of threatening someone to get what they want from a person as a last or first resort in some cases.


I guess it's effective (as we see here), but the idea of our forum was never intended to air out someone's dirty laundry. It's negative. Again, I realize it's an effective method to get what someone wants, but it doesn't feel right. It's not what our forum is. Maybe I just want everyone to "paint happy clouds"

[whitewater]

Dan..not sure you can have everything be hunky dori all the time..when i search online to buy something I read the reviews..and the product shows both the good and the bad...so if you make a product, you have to deal with the good and the bad...

[Dottonedan]

Yep.  I realize that. We just don't want to let discussion evolve into something negative, leaving the door open for a Jerry Springer show.


Some people want and find it entertaining. I lump bashing either for or against a person or company into that category.


State the issues with a product or service and discuss professionally as possible. This thread has done so for the most part. This thread is not a bashing fest. Again, tho, just a heads up that we will but be letting things go that way.

[blue moon]

As a side note, this section was created to be more so handled by the manufacturer and not us  the owners of this forum.


It's meant to be a section to discuss and work out problems with the product and /or/service or just a "go to" place to answer questions about said product. Not really to air out dirty laundry or be someone's last resort to get another Co. to respond. I see it's effectiveness when used in that manor, but I feel it's similar to the idea of threatening someone to get what they want from a person as a last or first resort in some cases.


I guess it's effective (as we see here), but the idea of our forum was never intended to air out someone's dirty laundry. It's negative. Again, I realize it's an effective method to get what someone wants, but it doesn't feel right. It's not what our forum is. Maybe I just want everyone to "paint happy clouds"

I do agree, this in the end turns out to be the wrong section. We should probably move it into the general. . .

pierre

[RICK STEFANICK]

All i know is no one really wins when these matters are aired publicly unless its just something really bad. i'm sure it could have been worked out privately given a little more time. I know first hand how damaging these kind of posts can be to a person, a business . and there is always more to the story as we have seen here. I an still dealing with posts done about me on another forumn that pop up on google. that are not even close to the truth. you guys are great in getting all the facts out though and in this case hopefully solved a problem for a fellow screen printer and didnt destroy the reputation of a software creator over a mistake. we all make them.

[Get Shirts]

I think it's funny that Joe used the term Bozo, I love it.  Point Joe!

[ericheartsu]

The Point of my post wasn't to slander, or talk down. In fact i feel i was pretty ok on this post. It was to educate customers possibly interested in taking time to look at this software.

From what i've been told, Joe did call the shop and worked with one of our employees today on answering questions, and helping him make sure it was set up properly. So thanks for that, Joe. Am i going to use this software now? i'm not 100% sure to be honest. I'm afraid that if there are more issues, that i'll run into the same problems. And that scares me, especially something like this is so vital to so many of us.

But it is a shame i had to escalate this, to get that sort of response. And i know if i was doing research on buying new equipment or services, and i saw this thread, i would think it was EXTREMELY helpful.

[Frog]

I think that we're all Bozos on this bus
http://firesigntheatre.com/media/audvid/bozos1.mp3