SPB Software - Buyer Beware Scam
 

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:

http://img40.imageshack.us/img40/2167/spbcollage.jpg


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

Re: SPB Software - Buyer Beware Scam
 

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

Re: SPB Software - Buyer Beware Scam
 

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! :)

Re: SPB Software - Buyer Beware Scam
 

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!

Re: SPB Software - Buyer Beware Scam
 

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?

Re: SPB Software - Buyer Beware Scam
 

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.

Re: SPB Software - Buyer Beware Scam
 

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

Re: SPB Software - Buyer Beware Scam
 

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.

Re: SPB Software - Buyer Beware Scam
 

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.

Re: SPB Software - Buyer Beware Scam
 

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.

Re: SPB Software - Buyer Beware Scam
 

i havent had issues with spb but i havent really used any other products other then spb backup...however i had one of the oldest versions and had to update it well they upgraded mine at half price then like two weeks later came out with a new 2.0 or something and i emailed them and they gave it to me for free.

Re: SPB Software - Buyer Beware Scam
 

@Devileyezz's,

I don't think you have much room to post that they are being jerks when you have responded the way you have. If you want to be taken seriously then you really should not stoop to their level. It makes you just as bad as them.

Re: SPB Software - Buyer Beware Scam
 

crazycat sounds like an arsehole to the customer thats for sho. if heis the moderator , why cant he move the thread to the right place?

Re: SPB Software - Buyer Beware Scam
 

He could have. I don't know why he didn't, either. I was the first person to respond to the issue at hand/thread, but it was fine being in the forum it was posted in. I understood the history behind the topic. In general, a lot of users/Customers are complaining about the lack of response about the Widgets and this is about 35-50% of the complaining about lack of responses. This has already been raised and is currently being discussed. I don't know the time-frame of how long it may take, but I hope that we'll all know something soon. The complaints from the Moderator who was quoted above are not ones I specifically agree with. The concern was regarding general responses to problems or users - this can apply to Spb MS as well as some other products. Therefore, it was not off-topic.

@blazingwolf
I don't think the user was at all that much out of line. I think he was voicing his opinion, and I was fine with that. I just didn't want to substitute the forum for Twitter. :)
Though even BET Awards used Twitter, so maybe forums are outdated... :D

And just to clarify, CrazyCat is not a jerk. He is just a very dedicated supporter of Spb and an avid Spb Expert that means well. Is he loud at times? Yes. I think some of this is just personality, while some is just trying to do the right thing. Again, this is not a representation of either mine nor Spb's Policies or opinions.

Re: SPB Software - Buyer Beware Scam
 

Sorry you're having problems.

I own several SPB products and always received great support from them.

Re: SPB Software - Buyer Beware Scam
 

I've had SPB products installed on every PPC I own and never had a problem.

Re: SPB Software - Buyer Beware Scam
 

No problems with SPB here, ya they take forever to update apps but usually the big issues are delt with. I have seen crazycat before act like a nincompoop. I think everybody needs to calm down and I think its a bit much to drag this out to multiple forums. The best way to share your disapproval with a product is to not use it:scratch:

Re: SPB Software - Buyer Beware Scam
 

Though I agree that is one way of getting the problem solved for that individual user/Customer, I don't like having people do this. Sometimes it works and sometimes it doesn't. But, I think that having more than one location to talk about it is actually beneficial. Just look how it did here. Mixed results, some good and some bad. I think that it is a good indicator (Bad really, but an accurate one) that shows that over the years Spb has not stayed as consistent as they need to with regards to support. However, they are much larger then they were before. It just is taking them a while to compensate it would seem..

Re: SPB Software - Buyer Beware Scam
 

Normally, I'd get annoyed by such a half-glass-empty post. But I just had a protein shake. You really think this thread would have been here had the moderators not approved of it? (Mods like CozBoogie are ninja-speed at this!)

I whole-heartedly agree with you. I feel stupid for reacting that way. But the reason why I got annoyed at his sarcasm was because of all the crazy cat talk behind the scenes.

That's the thing. There is no right place. He can't flat out say "I'm censoring you because we want to maintain a positive image and all negative commentors will be killed". So saying things like "wrong stuff in the wrong forum" gives him the right to manipulate the thread if he wants to.

I agree. But I've worked on both sides of situations such as these and trust me, community rallies have almost always changed things for the better. My problem is I actually like SPB, and instead of walking away from them, I want them to open their eyes. Like I said earlier, personally, it's no biggie. But almost 9 out of 10 users on SPB forums are totally disappointed with SPB's lack of support. If I post a link to this thread, trust me, crazy cat or some other mod will remove it and SPB will never get their act together. They have pictures of their "offices" here and there and trying to show they are big. When you show off how big you could be, people are obviously going to have expectations.

All in all, this is simply a buyer beware from me. Vista sales we never good because of buyer bewares all over the Internet. And man, was I thankful for those!

Re: SPB Software - Buyer Beware Scam
 

PocketPCUser: I respect what you've done and how you've handled this situation (atleast on here) very professionally despite the fact that you're not employed by SPB. Kudos to you! I also noticed that you (or SPB?) unlocked the original thread to allow more comments.

And to everyone else who is very inquisitive about my problem, you can always refer to my threads/posts on SPB forums and see how most of them have never been responded to. It's like you standing at the bar with cash in hand and the bartender simply does not pay attention to you. You turn away lookin' like a retard.

Also, my gripe is more about the fact that user threads with simple questions or complicated ones, or bug notices simply go un-responded leaving everyone in the dark. Oh, and love the official response on this one.. "ask for a refund". Pfft, lol, like THAT works. Before anyone wants to say "Mobile Shell 3 was a blockbuster and so they can't cope with the sudden increase in demand", needs to look around a little. For example, jgjackson on SPB Club (a user like you and me) has single handedly made a LOT of things on MobileShell3 very easy for a LOT of users. So, when he naturally had a question.. crazycat striked again. Crazy's answer? SPB Games department is completely different, so they can come out with games whenever they want. Well then, if they are different, their support system should also be within the same "SPB games dev team", so prey tell.. why is the Games support forum ALSO dead? Look at this user who posted on 15th of MAY and so far no answer!!

I come back to my original, I didn't intend this to be a huge discussion.. it was simply supposed to be a buyer beware.

Re: SPB Software - Buyer Beware Scam
 

Yes, that was I who personally unlocked the thread. And I don't think you saw this in my replies above, but you are more then welcome to post this link (To this thread we are in now.) in that thread should you be interested to do so. I think that this is a more appropriate location to discuss openly (Though, I am still bound by the same policies as I am on Spb Club.) the many issues Customers have with Spb. That way Spb has no choice but to listen and read and Moderators here are not inclined to save any image of Spb, and this is a method that we can discuss comparatively Spb and other Developers without being off-topic - it's all relevant here because that is the purpose of this Sub-Forum.
Also of note: I have been trying to get the same fire lit (Under Spb's Support) to try and improve that one aspect of their business. They do a great(!) job when they have the resources available. Just look at Spb Puzzle, Spb P+4.x.x and Spb Mobile Shell 3.0. However, they are taking on more than they can chew it seems as they are getting involved with I-Phone, Symbian, Android and all the time still trying to maintain an almost outdated suite of Windows Mobile products. They've needed to have Diary, Time as well as Spb Finance updated for quite a long time. However, for whatever reason - Spb has each time released newer version of Spb Mobile Shell and P+. They seem to do a great job on these, so I am just hoping that they give some love to their other products. However, I too really love what Spb does and that is what draws me to their aide and support. They deserve it to me, because I see what great things go on in the background and know their intentions. And, most of the time I don't have any issues with their software that isn't fixed before the product gets to RC. However, regrettably there are still users waiting for other products that they purchased - for fixes or improvements that they haven't released or developed yet. This is where I have no control, so I just can give a voice and discussion and hope to see some explanation. Most of the time, there are good reasons for why the feature has not been implemented. However, due to the policies they can't always tell this to public threads. It's a sad situation at times, and you just wanna go to that one customer and tell them - but you can't as you, too, are bound by that same policy.
Still... I am hoping this changes as there have been several suggestions that I have raised that hopefully will get implemented to allow improved support and response time.

Re: SPB Software - Buyer Beware Scam
 

Not for anything, but buyer beware is only a concept to notify of user opinion/experience. It is natural to rebutt when other users have different opinion/experience...thus the discussion. It is by the discussion and multiple reporting that users can make their own informed decisions to beware or not. One thing I've learned is you can't convince people to see and/or agree just because you feel strongly.... all you can do is send out your experience and let others do the same... its the nature of the human beast.....

All that being said, I'll chime my opinion/experience. I have had issues with some of their products from time to time and I've always had a timely response and have received a refund when necessary. I never/rarely used the "forum" for such business but instead reported my issues via the report links. I'll continue to support SPB by purchasing their products and recommending those I use to others... including 58 (ghastly old? LOL ) year old men...

Re: SPB Software - Buyer Beware Scam
 

well said my Brennie:mrgreen:

Re: SPB Software - Buyer Beware Scam
 

:toothy7: You're a goof! :toothy7:

Re: SPB Software - Buyer Beware Scam
 

yeah ,tell your father that he has serious competition now:mrgreen: hey where is the bouncey smiley Brennie?

Re: SPB Software - Buyer Beware Scam
 

You mean the emoticon? You just click the [More] and in that you'll find lots more. :drunken:

Re: SPB Software - Buyer Beware Scam
 

:toothy7::rr:never saw that "more" butt

Re: SPB Software - Buyer Beware Scam
 

lol@hb,noob!!!

Re: SPB Software - Buyer Beware Scam
 

no doubt D man, that word is invisible on my machine ...:violent1:lol

Re: SPB Software - Buyer Beware Scam
 

your a funny dude hb, i would love to hang out with you. on that pc issue, im still looking at my options but your on the top of my list. darren

Re: SPB Software - Buyer Beware Scam
 

:violent1: What!
:evil3: Don't you read?????
:angel4: Ah I forgive you!

Re: SPB Software - Buyer Beware Scam
 

:toothy10: Somebody else picked up on that! - sheureka (who is almost 70)

Re: SPB Software - Buyer Beware Scam
 

Yeah... the idea that a 58 yr old would need extra help! argh.. LOL my b/f is past that and he does just fine... course he has a 47yr old g/f to help out his old sorry mind. :mrgreen:

Re: SPB Software - Buyer Beware Scam
 

LOL!
I didn't mean to offend anyone by the age mention. I wanted to show that a 58 year old gentleman who uses Windows Mobile can surely be using it for something important. This gentleman has a small company of about 15-20 people, so I was trying to portray the fact that a person like that doesn't have the time to try and learn too much and would rather things 'just work'.

Re: SPB Software - Buyer Beware Scam
 

aha! :)

Re: SPB Software - Buyer Beware Scam
 

what industry u in man?

Re: SPB Software - Buyer Beware Scam
 

Outsourcing

Re: SPB Software - Buyer Beware Scam
 

interesting man, we are based in VA and offer some sces if u wish to talk

Re: SPB Software - Buyer Beware Scam
 

sces? what do you guys do? lol don't want to stray from the topic, so msg me if you don't want to open too much on here :)

Re: SPB Software - Buyer Beware Scam
 

pm sent