Scripting Error and Poor Support

[tenbuckphotos]

After completing a support query in early September I received a response on 12 Sep 06 providing details of how I can get rid of a scripting error that has occurred since I upgraded to the latest version. Their final comment to me was...

"Please let us know how you go via reply to this email.

Kind Regards,

Mir Khan
Customer Support Representative
PC Tools Customer Support Services"

After trying all the fixes with no success I responded on the 18 Oct 06 as requested above... and again on 26 Nov 06 with no response to either email.

As a paying customer, why is this 'great' product so poorly supported?

The older version worked great and I had nothing but compliments, this new version is far from anything I would ever pay for again.

It is now coming on 3 months with no working software and very limited support.

Hoping someone can help me please, and if I do get in touch with the PC Tools people in this forum, how about a credit for my 3 months of nothing... :mad:

[Support]

Hi Tenbuckphotos,

What you have described shouldn't have happened, can you PM me the ticket number or your email address and name so I can locate the ticket and escalate it for you as a priority.

Eric
Customer Support Services
PC Tools

[ejr]

After completing a support query in early September I received a response on 12 Sep 06 providing details of how I can get rid of a scripting error that has occurred since I upgraded to the latest version. Their final comment to me was...

"Please let us know how you go via reply to this email.

Kind Regards,

Mir Khan
Customer Support Representative
PC Tools Customer Support Services"

After trying all the fixes with no success I responded on the 18 Oct 06 as requested above... and again on 26 Nov 06 with no response to either email.

As a paying customer, why is this 'great' product so poorly supported?

The older version worked great and I had nothing but compliments, this new version is far from anything I would ever pay for again.

It is now coming on 3 months with no working software and very limited support.

Hoping someone can help me please, and if I do get in touch with the PC Tools people in this forum, how about a credit for my 3 months of nothing... :mad:

I would ask PC Tools to extend your license for 3 months once they fix the issue (if you still want to use the product). It;s the least they could do.

[ModelTDesign]

After completing a support query in early September I received a response on 12 Sep 06 providing details of how I can get rid of a scripting error that has occurred since I upgraded to the latest version. Their final comment to me was...

"Please let us know how you go via reply to this email.

Kind Regards,

Mir Khan
Customer Support Representative
PC Tools Customer Support Services"

After trying all the fixes with no success I responded on the 18 Oct 06 as requested above... and again on 26 Nov 06 with no response to either email.

As a paying customer, why is this 'great' product so poorly supported?

The older version worked great and I had nothing but compliments, this new version is far from anything I would ever pay for again.

It is now coming on 3 months with no working software and very limited support.

Hoping someone can help me please, and if I do get in touch with the PC Tools people in this forum, how about a credit for my 3 months of nothing... :mad:

It all begins with "We're in Australia" as you hear an Elephant walking by in the background and you recognize a strange accent that most would mistake as something from another continent about 3,000 miles away. Nothing is as it seems with these people, and they refuse to give anyone a straight answer. I'm preparing to file a complaint with my Credit Card company since my email requests for that elusive "30 DAY GUARANTEE" appear to be as real as the beautiful offices in Sidney that they post on their website. Unless they moved Sidney to a place where Insects have a soul, and Safaris are more popular than Software.

[ejr]

It all begins with "We're in Australia" as you hear an Elephant walking by in the background and you recognize a strange accent that most would mistake as something from another continent about 3,000 miles away. Nothing is as it seems with these people, and they refuse to give anyone a straight answer. I'm preparing to file a complaint with my Credit Card company since my email requests for that elusive "30 DAY GUARANTEE" appear to be as real as the beautiful offices in Sidney that they post on their website. Unless they moved Sidney to a place where Insects have a soul, and Safaris are more popular than Software.

I would give them one moe chance, be firm and let them know:

1. That if they fail to reply in quick fashion that you are contacting your credit card for fraud.

2. I would also let them know that you will contact the better business bureau.

If they care about their reputation, they will respond to this.

[ModelTDesign]

I would give them one moe chance, be firm and let them know:

1. That if they fail to reply in quick fashion that you are contacting your credit card for fraud.

2. I would also let them know that you will contact the better business bureau.

If they care about their reputation, they will respond to this.

I have wasted [conservatively] almost a day screwing around with this software. I've already found a much superior replacement, that uses 1/2 the resources, is properly supported, and costs 1/2 as much. The thing is this software is no longer the top of the heap, so to speak in Spyware removal. There is another [as a Jedi would say] that lurks in the shadows of this "once Industry Standard" program that now leads the pack, and now that I've tried it, I realize I made a big mistake and I simply want out of this debacle. Unfortunately it appears that the 100% Guarantee is only if they DECIDE you are worthy, and since these people have a different set of rules [as would be expected from a 3rd World Country] my guess is that it will take a considerable investment of my time and energy to get back my $40 investment, or should I consider it a donation? How much rice can you buy for $40, in a place where $2 a month is a great wage?

[ejr]

I have wasted [conservatively] almost a day screwing around with this software. I've already found a much superior replacement, that uses 1/2 the resources, is properly supported, and costs 1/2 as much. The thing is this software is no longer the top of the heap, so to speak in Spyware removal. There is another [as a Jedi would say] that lurks in the shadows of this "once Industry Standard" program that now leads the pack, and now that I've tried it, I realize I made a big mistake and I simply want out of this debacle. Unfortunately it appears that the 100% Guarantee is only if they DECIDE you are worthy, and since these people have a different set of rules [as would be expected from a 3rd World Country] my guess is that it will take a considerable investment of my time and energy to get back my $40 investment, or should I consider it a donation? How much rice can you buy for $40, in a place where $2 a month is a great wage?

Please do share the name of this other product. If youdon't want to advertise it in this fiorum, send me a provate message.

I love to stay on top of PC security. Spyware Doctor is the best I've found. If there is better, I want to know about it.

[tenbuckphotos]

Hi Tenbuckphotos,

What you have described shouldn't have happened, can you PM me the ticket number or your email address and name so I can locate the ticket and escalate it for you as a priority.

Eric
Customer Support Services
PC Tools

#9032-4303-49. A copy of the email string will be PM'ed...

[arden42]

Hi ModelTDesign,

Sorry to drag up an old thread but I'd be interested to know what this other product is too. Like ejr I have yet to find anything better than SD, so I'd like to know about it if there is one. :)

Incidentally, Sydney is a very multicultural city, so it's entirely likely (in fact, it's quite common) that a company based here (yes, I'm in Sydney too) will have a similarly multicultural support team. It seems from these forums that a number of people have had ... less than satisfactory ;) ... experiences with their support, though I haven't needed them myself yet so can't comment on my own experience. Maybe it's just a case of not keeping up with their growth in customer numbers (if you read their press releases and stuff they keep saying how quickly they're growing). Hopefully they'll catch up soon. :)

[btman]

Jimbo I know there is, I'm just not sure which software he is actually referring to.

[arden42]

Hey, settle down there Jimbo. :) I think the implication was that PC Tools are not based in Australia as they say they are, rather than that Australia is backwards.

Anyway, I work in North Sydney - if it's that big a deal, I'll go check out that building they've got a photo of on their web site and see if they're really there. ;)