GDSD
30th Dec 2007, 10:24
I thought that I'd share my recent experience with a company that provides my flightlog software.
Due to a change in the company's pricing strategy (albeit that this was in the original 'small print' - that I agreed to 3 years ago!), I was faced with the either paying the company's ransom/fee or having my PC logbook face early retirement.
Now, I have been reasonably happy with the product, and when they announced in 2006 that a 'web version' would be available in 2007, I looked forward to this with much anticipation.
January gave way to Feb etc and finally in December, the company announced that they had the web version ready. When I investigated further, I even discovered that a version for Blackberry was due out (although, no guarantees were given).
This was good news, however, I thought that I'd voice my concerns directly to the company - seeking some reassurance.
Here is how I got on:
My original query:
Hi
I’ve been using your software for a little while now. Faced with a charge to continue to use, or rather with the threat of my software becoming ''obsolete'' or ''redundant; I had elected to migrate to another product.
However, you now indicate that you will have a version for Blackberry in Mar 2008.
Like many users, I watched the ''web delivery'' getting pushed and pushed back.
My one single reservation now is that the same thing will happen with this new development.
I know that there can never be any real guarantees; however, parting with cash should guarantee something.
What happens if this is similarly late? Do you just say, ''well that’s software development... tough luck....you’ll have to wait.....there were no guarantees etc''
To the cynic, perhaps you’ll only develop this if enough people sign up - or only start development when you have enough subscribers.
Anyway, these were my thoughts. I’d welcome a response.
Regardless - Merry Christmas and all the best for 2008.
Kind regards
Gordon
Dauntless Software:
Wow. What an unfortunate first.
YOu are the first user to ever migrate away from simplates that we know of. its quite impressive, since we basuically only have two logbook software competitors that are any good, logbook pro and flightlevel, and neither are anywhere nearly as good as we are in price/quality.
a keen observer would have noticed that the web version slipped as we actually did several hundered other improvements to our pc log product in that time instead while our competitors more or less sat on their hands. There are also a few web-only baed products that look good in a short demo until you actually use them to see how limited and crap they really are.
our blackberry software is now in beta. we intend it to be ready in march. i cant and wont guarantee anything. your cynical view is completely unwarranted and bizarre, especially as we#re actually GIVING AWAY the blackberry access during this time.
you should know us better by this point and understand that we take a QUALITY FIRST approach and dont release crap software or software before its time. You should appreciate this.
all the best and happy holidays,
James
CFI/ATP
My response:
Dear James
If you use the same diligence and quality control in software development, as you do with respect to the spelling, grammar and punctuation in the above email - no wonder everything is late!!
Customer service? Quality first? Mmmmmm
Yours
Gordon
Dauntless Software:
Wow, what a jerk you are.
You may consider that in order to give you my previous answer quickly, I wrote my detailed and friendly answer from a small handheld device while at an airport terminal. Instead of being grateful that you get a friendly and honest answer from an expert, you harp on spelling and use this to slander us gratuitously, not to mention as to being so small as to not even return simple holiday greetings.
What a real jerk you are. The internet sure makes you a tough guy, doesn''t it? Furthermore, you keep insisting that our software was ''late.'' This is NONSENSE. We NEVER promised anything at any point, but rather CLEARLY had a disclaimer on ALL of our material about SafelogWeb that the date for that add-on product was subject to change, which it did because we chnaged the order of a few Safelog features.
Really, sir. Your judgment and attention to detail are pathetic, and your response belies somebody who, well, seems like an absolute and total jerk.
Happy holidays.
James
CFI/ATP
FO, 777-200ER
My response:
Dear James
I find your attitude absolutely beyond belief.
As a paying and established customer for your product for the last 3 years, no one should be expected to be treated like this - insulted, marginalised and dismissed out of hand.
I didn’t realise that anyone could have so many ''issues'' and retain a full flight crew medical.
For the New Year may I respectfully suggest the following:
1) Anger Management Classes
2) Customer Service Lessons
3) Enlist the help of a ''Life Coach'' to deal with some of your personal ''issues''
4) Next time - actually pay attention during your CRM lectures - as this may help with your interpersonal skills
The ''spell checker'' on the new Blackberry 8310 may also help you appear less of the idiot that you clearly are.
May 2008 bring you all the health, happiness and joy that you deserve.
Thanks for making me laugh.
Kindest regards
Gordon
Dauntless Software:
I''m sorry, Gordon. Look in the mirrror.
Playing mr. self-righteous, are we? Read YOUR message.
It was your WHOLLY INAPPRORPIATE messages and complete lack of civilty despite the fact that we took considerable time to write you a complete, honest, and polite answer that is the root of the problem. We did this despite that your intention to no longer be our customer.
That you now choose to act like a self-righteous innocent really isn''t cutting it.
Read your message again, in full, which I remind you is a response to a nicely written message for you:
"If you use the same diligence and quality control in software development, as you do with respect to the spelling, grammar and punctuation in the above email - no wonder everythging is late!!
Customer service? Quality first? Mmmmmm"
In other words, you completely ignored the message we sent, and just concentrated on spelling and acted like, well, a jerk.
Happy holidays. Please understand that no further messages from you will be read or replied to.
James
CFI/ATP
FO, 777-200ER
Charming.
So, was I so antagonistic that I deserved such a tirade?
Probably my last email didn't help to diffuse the situation, but I was a paying customer and my logbook (moreover, the data within) is a precious commodity.
All I was seeking was some reassurance.
I'd welcome the forum's comments/thoughts.
Due to a change in the company's pricing strategy (albeit that this was in the original 'small print' - that I agreed to 3 years ago!), I was faced with the either paying the company's ransom/fee or having my PC logbook face early retirement.
Now, I have been reasonably happy with the product, and when they announced in 2006 that a 'web version' would be available in 2007, I looked forward to this with much anticipation.
January gave way to Feb etc and finally in December, the company announced that they had the web version ready. When I investigated further, I even discovered that a version for Blackberry was due out (although, no guarantees were given).
This was good news, however, I thought that I'd voice my concerns directly to the company - seeking some reassurance.
Here is how I got on:
My original query:
Hi
I’ve been using your software for a little while now. Faced with a charge to continue to use, or rather with the threat of my software becoming ''obsolete'' or ''redundant; I had elected to migrate to another product.
However, you now indicate that you will have a version for Blackberry in Mar 2008.
Like many users, I watched the ''web delivery'' getting pushed and pushed back.
My one single reservation now is that the same thing will happen with this new development.
I know that there can never be any real guarantees; however, parting with cash should guarantee something.
What happens if this is similarly late? Do you just say, ''well that’s software development... tough luck....you’ll have to wait.....there were no guarantees etc''
To the cynic, perhaps you’ll only develop this if enough people sign up - or only start development when you have enough subscribers.
Anyway, these were my thoughts. I’d welcome a response.
Regardless - Merry Christmas and all the best for 2008.
Kind regards
Gordon
Dauntless Software:
Wow. What an unfortunate first.
YOu are the first user to ever migrate away from simplates that we know of. its quite impressive, since we basuically only have two logbook software competitors that are any good, logbook pro and flightlevel, and neither are anywhere nearly as good as we are in price/quality.
a keen observer would have noticed that the web version slipped as we actually did several hundered other improvements to our pc log product in that time instead while our competitors more or less sat on their hands. There are also a few web-only baed products that look good in a short demo until you actually use them to see how limited and crap they really are.
our blackberry software is now in beta. we intend it to be ready in march. i cant and wont guarantee anything. your cynical view is completely unwarranted and bizarre, especially as we#re actually GIVING AWAY the blackberry access during this time.
you should know us better by this point and understand that we take a QUALITY FIRST approach and dont release crap software or software before its time. You should appreciate this.
all the best and happy holidays,
James
CFI/ATP
My response:
Dear James
If you use the same diligence and quality control in software development, as you do with respect to the spelling, grammar and punctuation in the above email - no wonder everything is late!!
Customer service? Quality first? Mmmmmm
Yours
Gordon
Dauntless Software:
Wow, what a jerk you are.
You may consider that in order to give you my previous answer quickly, I wrote my detailed and friendly answer from a small handheld device while at an airport terminal. Instead of being grateful that you get a friendly and honest answer from an expert, you harp on spelling and use this to slander us gratuitously, not to mention as to being so small as to not even return simple holiday greetings.
What a real jerk you are. The internet sure makes you a tough guy, doesn''t it? Furthermore, you keep insisting that our software was ''late.'' This is NONSENSE. We NEVER promised anything at any point, but rather CLEARLY had a disclaimer on ALL of our material about SafelogWeb that the date for that add-on product was subject to change, which it did because we chnaged the order of a few Safelog features.
Really, sir. Your judgment and attention to detail are pathetic, and your response belies somebody who, well, seems like an absolute and total jerk.
Happy holidays.
James
CFI/ATP
FO, 777-200ER
My response:
Dear James
I find your attitude absolutely beyond belief.
As a paying and established customer for your product for the last 3 years, no one should be expected to be treated like this - insulted, marginalised and dismissed out of hand.
I didn’t realise that anyone could have so many ''issues'' and retain a full flight crew medical.
For the New Year may I respectfully suggest the following:
1) Anger Management Classes
2) Customer Service Lessons
3) Enlist the help of a ''Life Coach'' to deal with some of your personal ''issues''
4) Next time - actually pay attention during your CRM lectures - as this may help with your interpersonal skills
The ''spell checker'' on the new Blackberry 8310 may also help you appear less of the idiot that you clearly are.
May 2008 bring you all the health, happiness and joy that you deserve.
Thanks for making me laugh.
Kindest regards
Gordon
Dauntless Software:
I''m sorry, Gordon. Look in the mirrror.
Playing mr. self-righteous, are we? Read YOUR message.
It was your WHOLLY INAPPRORPIATE messages and complete lack of civilty despite the fact that we took considerable time to write you a complete, honest, and polite answer that is the root of the problem. We did this despite that your intention to no longer be our customer.
That you now choose to act like a self-righteous innocent really isn''t cutting it.
Read your message again, in full, which I remind you is a response to a nicely written message for you:
"If you use the same diligence and quality control in software development, as you do with respect to the spelling, grammar and punctuation in the above email - no wonder everythging is late!!
Customer service? Quality first? Mmmmmm"
In other words, you completely ignored the message we sent, and just concentrated on spelling and acted like, well, a jerk.
Happy holidays. Please understand that no further messages from you will be read or replied to.
James
CFI/ATP
FO, 777-200ER
Charming.
So, was I so antagonistic that I deserved such a tirade?
Probably my last email didn't help to diffuse the situation, but I was a paying customer and my logbook (moreover, the data within) is a precious commodity.
All I was seeking was some reassurance.
I'd welcome the forum's comments/thoughts.