SPB Software - Buyer Beware Scam

Devileyezz · #1 (**permalink**) 06-29-2009, 01:58 PM

Hi guys,

I don't know if anyone is interested in this, but I thought I should let you in on a few things with SPB. I'm a customer of SPB's, and I've never had any support from them. During the purchase, everything was speedy. After the purchase, out of 6 times, I must have had 1 response after 8 days, the rest were ignored.

Their support forum is deadbeat (which is touted as one of the "benefits" somewhere on their site). You'll see there are no responses to any questions whatsoever. If someone wants to say "there is a trial", "there is a money back guarantee", etc.. you might want to know that a trial still gives you some questions and you want them answered to go ahead with the purchase. But, if the person doesn't get the response, whatevs. However, money back (atleast according to one person who PM'd me) doesn't work. He wasn't refunded his money. If you do go ahead and buy, no support. And you can check the forum on SPBClub.com to see for yourself.

More over, SPB is fully active on social networks like Twitter and LinkedIn, busy trying to rope in new customers using their bait 'n' switch tactic. All that and no support in their forums or emails.

To top this, I created a thread on SPB's forums. (And a Google cache in case they delete the thread on their forum) that was verbal about my disappointment with SPB. All this time, crazy cat keeps telling me it's the "wrong forum" and how he has a deal for me. So, after he locked the thread, I created another thread this time just saying to people "Our friendly SPB programmers hang out on Twitter and LinkedIn, go check 'em out", or something along those lines and crazy cat deleted that thread and gave me a "first warning" as you can see in the whole transcript below:

This goes to show how SPB is trying to curtail it's shady business.
Please make a very informed decision on your purchase.
Thanks.

VW · #2 (**permalink**) 06-29-2009, 02:08 PM

Crazy Cat sounds like an @$$ but what were you attempting to get from SPB that you havent been able to work out?

**rstoyguy** · #3 (**permalink**) 06-29-2009, 02:10 PM

I probably own every spb product except that kiosk thing. I've never had a problem with them... Except that one sprint-specific issue, and that I understand because there is no sprint in russia!

**TheRealHotshot** · #4 (**permalink**) 06-29-2009, 02:15 PM

Sorry to hear this to the OP I hate when you buy something have a problem and no one can help

I know I bought sprite back up and terminator when I 1st got my tp it was like 40bucks in all a couple days later I saw they been running a special on htc products buy both for 19.95! I contacted them via email what happen and I didn't see there special how can I get that deal. They contacted me back next day saying the difference has been CREDITED back into your account thanks for contacting them. Now that's service!

**HBOOT** · #5 (**permalink**) 06-29-2009, 02:54 PM

Sorry for your bad experience OP, I have been using spb forever and in couple occasions needed support and they came through well and were very responsive.
What's your issue?

Devileyezz · #6 (**permalink**) 06-29-2009, 05:26 PM

Yeah, I'm sorry too. But I'm more sorry for the fact that they are such un-rewarding people who do not care about their users. I mean, I understand Britney Spears can't autograph every one that asks for one, but these guys are supposed to have fulltime jobs at SPB.

Look at the plight of users on their forum, you'll understand how bad it is. I got enraged after something happened. There is a 58 year old gentleman that I recommended SPB Mobile Shell too, and a couple other softwares and he bought it thinking it'll be very easy for him to use a complicated "smart phone". However, things didn't work well for him and could have worked it out if they had responded to him in a timely manner. After waiting for a week, he gave up, and removed it. That tells me something, SPB banks on such people who pay for a product they think is good and that will help them make their lives easier. He emailed for a refund, and never got a response.

Me personally, I've had issues with quite a few things.. and you'll see how many users pitched in with me when I was waiting for a response. Having said all this, I'm not here to show my bad experience. I'm just here to educate people so they make a very informed decision on buying from SPB. Community helps community.

sheureka · #7 (**permalink**) 06-29-2009, 10:21 PM

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

Devileyezz · #8 (**permalink**) 06-30-2009, 02:57 AM

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

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.

ZED_pt · #9 (**permalink**) 06-30-2009, 11:39 AM

From what i read i think the problem is not lack of support.The problem is that you ask for answers in the wrong forum...if they started answering question in the wrong forums it would soon be impossible for both us customers and them providers to track threads and read/respond to them.

A good example...when i open this sub-forum "pocket-pc software" i only expect to see threads about new software or new versions and not complains.If i start seeing too much of this i will stop watching this forum and look for a more organized one...good thing this forum has nice admins that keep the place clean.

PocketPcUser · #10 (**permalink**) 06-30-2009, 04:25 PM

Hello All,
(@Devileyezz)
I am very sorry for the experiences you have had with Spb. I am trying to get this issue looked into, and have contacted them privately with some suggestions. I am very sorry that you have had such horrid experiences with the users and Moderators there. I will keep you informed about this issue as it unveils. I hope you understand why I had removed the URL. I did it only to prevent it from being an automatic response to go there whenever there is an issue instead of Spb Club. You are more than welcome to post the link to this thread in that thread, and I would have not a problem with it. Again, I am sorry for the quality of support that you have felt has been offered. I agree with you and some others, that Spb has higher reputation then this and that it is vital that they try and improve this. I'll try and keep in touch to let you (and others) know the status of this inquiry.