samvado

@ Andrew:

The fact that all those reviews showed up 24h to 48h after I submitted my 1-star review PLUS the fact the a bunch of them created their accounts the day they wrote their respective reviews PLUS the fact that the very first submitter is a woman with an advertising firm and 300 employees (her own words) is deemed “nothing suspicious was found of the 5 star reviews”.

This is hopeless. I rest my case.

yeah, its always the same guy who bashes those who dont love his crappy app. But I will invest the time to reply, for the benefit of others who may fall for the colorful advertising of this company:

We certainly do our best to offer a fantastic experience, but on occasion, it does happen that a customer experiences a bug or lag in support response, in which case we do our best to make it up to them.

statistically speaking, with FIVE 1-star and 3 possibly real 5-star reviews that is VERY unlikely. Considering the timing of the 5-star reviews and other indications regarding their “unreality” its even worse, much worse, ending with exactly ONE believable 4-star review versus 5 one star and one 2 star. So come again please, did you just say “we do our best”? Maybe a jobchange should be under consideration?

1. The customer purchased yesterday, so has clearly not waited days for a response

true, but irrelevant. I can READ so I can gauge without even adding one single message how “good” response time is.

2. The customer has only posted a single support ticket on our forums, which was done so during the middle of the night when our support department was sleeping, hence the lack of reply.

In the meantime they woke up and replied to a few others, delayed I might add, but NOT TO ME. So whats the rush? its only my time wasted, not yours. 6 hours later nothing yet…
That attitude is OK for free support of free hobby kind of software, not for something costing multiple hundrets of bucks.

3. The customer sent an email referring to our team as idiots, prior to actually receiving any of the help we would typically offer:

Did I? the link is not working BUT the reader or actually user may be the judge if in fact IDIOTS have constructed this “software”. However, if it comes to that he will already have fallen for the agitprop. Hence this reply.

4. The customer filed a Paypal dispute shortly before/after submitting this review, thus disabling our opportunity to follow up this morning.

Of course I did, knowing your policy against “terrorists” I have no hope of recovering my money though. But paypal registers such complaints, even if they ultimately fail. And if too many appear there will be consequences.

5. The customer has then gone on to troll other reviews, trying to take their anger out on others rather than simply await a reply from our support team.

The only one trolling here is obviously you trying to defend this abysimal piece of software and support.
I have in fact added comments to other such reviews, just as you do, only much less often and more to the point.
Again, the user will ultimately be the judge.

We have spent a significant amount of money improving and expanding our documentation base, and most of our docs are current as a result.

it took me on average 5 minutes to get to a part of the doc that was not concurrent with what I saw on-screen. if thats just a typoo or outdated documentation I do not know, the effect is the same: NO SUPPORT.

So I do hope this has gotten you in the right frame of mind to finaly supply the support I need to get that junk to run as advertised. All of this would obviously have been easily avoided had you done your homework instad of trolling review sites.