![]() Our apologies if this information is too much in-your-face. You seem physiologically unable to answer critical coments from customers without adding your trademark snarky remarks : Don't draw the attention of customers to the fact they might need two months to get an answer from you.Īlso, once again, you confirm what I said : "I have never seen such a rude, in-your-face, deliberately offensive customer service". Just a piece of basic marketing advice : if you have overlooked it for so long, just forget it. Your tone-deafness is really spectacular.įirst of all, you took two months to answer my comment. ![]() It's the first time I hear that the EU makes it impossible to maintain a user forum. Now, I learn that the forum has been closed even to paid users, under the pretext of some EU regulations. Enabling users to help each other does not add any costs to a support team. When I started using Phrase Express, the forum was reserved to paying users, which was already a boneheaded decision. However, it's a very reasonable expectation to, at least, have a forum where users can help each other. It would be better if they said nothing, especially since the core of the message is : you're not entitled to support, you moron.įree users do not necessarily expect assistance (although I know of several freemium program publishers or Internet service providers which do, indeed, provide customer support to free users). I have been using computers for decades, and I have never seen such a rude, in-your-face, deliberately offensive customer service. I have just discovered those two reddit threads, and sure enough, we get "What you seem to miss is that we run a business and not a charity", "Wow, this estimation truly is beyond interesting" (ironical), and "We do not 'promote' our features but just set straight your unconventionally interesting assumption". What gets on my nerves is that every single time I have read an answer to a service request by a free user (including the only time I've asked myself), the person giving the answer felt obligated to adopt a snarky and condescending tone. (Screenshot of an actual support ticket response): ![]() So it makes me wonder: how come PhraseExpress lingers around the forums but doesn't provide any help? How come when you email them about a bug, they send a response like the one below? Is it because they actually don't have any interest in standing by their products unless you pay them $$$? That's what it seems like to me. ![]() Yet instead of providing help, they used the opportunity to promote their products. That is, until today when /u/bartelsmedia responded to a post out of the blue. In that timeframe, Bartels has been completely silent, offering zero help to its users on their site and on here. u/Okumam created this subreddit 4 years ago when PhraseExpress shut down their forums and stopped providing support to non-paying users. ![]()
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