Quote:
Originally Posted by sheureka
I've been using SPB products for at least 6 years - and I have found their support to really be outstanding. The policy of being able to get a refund if you're not happy with the software is almost unheard of in the software business. And rewarding loyalty by giving discounts if you own a product and getting free software with "points" is also unique. My take on the MobileShell support is that they have simply been overwhelmed by the sales and popularity of this release.
I've seen your posts on the forum, but your complaints all seem to be about SPB personnel not participating. Have you requested assistance through SPB's support pages or have you just complained on the forum? The support request process is very specific, including escalation procedures - have you escalated your issue? Did your friend ask for his refund through support or did he just send an email to an address he found on the forum?
In any case, it's pretty clear SPB has a huge customer base and I don't think they need to "rope in" customers with "scams." Identify your issue, use the support pages to ask for help, and if you don't get a response in 3 days then escalate the issue. That's the procedure that's been set up - and the one that's been working very well for years. - sheureka
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I'm noticing a trend that many of the guys who mention that SPB is good at support are people who've been their customers for quite some time. You guys are probably in a "Preferred Customer" bucket, because we surely don't get our escalated tickets or emails or forum questions answered.