Lack of support is disgusting

[Jeff]

This is disgusting. I just spoke with Paul at Silverfast and he informed me that there would be no grace period phone support for version 6.

He informed me that there would only be e-mail or fax support as this release was "only an upgrade". If that's the case then why isn't it free?


I was also informed that there are no upgrade instructions included with the purchase. I have had too many bad experiences with other software that I just uninstalled via the windows uninstaller only to find out that "I needed to delete file x from folder Y"


I don't have a problem paying for software or for quality technical support, but not allowing a grace technical support period for new purchases is greedy and disgusting!

J

[President_LSI]

Problem to understand how support is working!

Dear customer,

first of all, if you want to help or profit from this forum, please write constructive comments! This forum is not meant to be personal a stress-release!
With regard to support, you do get free support via email and fax. This is a business and not club! We have to be able to pay good people and develop powerful products. If you would have a company, you would not have made such comments, at all!
You can buy quite some products where you might reach people that have to spend their time with the inadequatenesses of their software, since they cannot affort good programmers - a catch twenty/two!
So try to be constructive with your comments and use our toll support line if you think, you cannot explain your problem via email or fax!

regards

Karl-Heinz Zahorsky
President
LaserSoft Imaging

[bigtraveller]

currently I have a problem which i tried to get an answer from the email but no reply. I put up a message here and had a reply within a day and I've had 2 further replies during this past weekend from the boss himself.

I think something is wrong with the email support but when i originally had problems with a serial number they got back very quick.

No company is perfect but I do NOT feel ignored and I believe that is very important. I trust lasersoft will sort out the problem. They have the confidence to put up this forum and you should respect them for that .
Louis Mc Cullagh.

[ianders1]

Also, do notice that your post wasn't deleted as many companies would do. I too have not had very quick responses to my emails (other than issues with serial #s), but this forum and their phone number have always been quick and curteous.

Please give Lasersoft a chance, I'm sure you will find their support much better and much more personal than the corporation that makes your scanner, or most other companies for that matter.

I'm also not sure how you say that their lack of phone support is greedy and disgusting. Most companies this size don't even publish a phone number on their sites, let alone answer forum posts.

One suggestion to obtain better and more responsive support would be a little politeness, which can be difficult when one is frustrated, but it is always rewarded.

[Rocky1]

I agree,no flaming here thks..Remember the folk are already at work with the next update of the magic software..None of us have a "unique"problem,so post your prob here(courtious) and replys will come.We are all in the same boat & thks LSI..Rgs RockyOne..Australia

[bigtraveller]

As you can see I HAD a problem. Sunday KHZ said email the problem file to support dept. MOnday after a lot of emails support understood the problem.

The support person didn't understand what the silverfast software does, that is a problem they can address over time.

Tuesday they emailed me a new program because the problem was a bug in the software.

This is most impressive service.

Louis Mc Cullagh