View Full Version : Shocking treatment by skydemon
Finphel
13th Feb 2018, 18:04
I'm a little bit shocked with this. I got a sky demon account and it stopped working for me. Wouldn't let me log in. I emailed them and after a few emails they told me they were stumped and had a few others with a similar problem. They emailed me then asking me to renew which obviously I'm not going to do if it didn't work for me and the girl that emailed me back said I was basically lying and her her notes didn't corroborate my story. I sent her back her own emails and asked her to confirm that they were aware I had a problem, the account wasn't used (couldn't be) and that they were not willing to even give me an extension on it if I got it to work on my phone and she just emailed back saying.. "I already consider this matter closed"
Grand product till you have a problem... Wouldn't hold my breath if you have to deal with them..
To be fair, the product is outstanding and has helped a considerable number of pilots navigate the skies safely. I've used them for years and have never had a complaint regarding the service received. Many of my students and other instructors that use it only say good things.
I hope you can reconcile your differences amicably.
Finphel
14th Feb 2018, 05:06
To be fair, the product is outstanding and has helped a considerable number of pilots navigate the skies safely. I've used them for years and have never had a complaint regarding the service received. Many of my students and other instructors that use it only say good things.
I hope you can reconcile your differences amicably.
It seems to be only Samsung users have the issue. I was reading through the reviews on the app store. Seems common enough.
Duchess_Driver
14th Feb 2018, 09:15
Found Skydemon good, but a little lacking especially from a met POV... Switching to foreflight who are about to launch properly in Europe... Seen some of the Beta stuff, looks good and offers Bluetooth connectivity.
Foreflight is very good but a bit much for your average common-or-garden VFR pilot.
I've been a very happy Skydemon user (apple) for 5 years, never had an issue. Get's a bit clunky when you have multiple devices sometimes depending on what i've been logged in on but it normally sorts itself out.
gordon field
16th Feb 2018, 18:10
I have been using SD for years on Apple devices with nothing but best quality information and updates. I am a very satisfied customer. Samsung could be your problem.
Finphel
16th Feb 2018, 18:51
I have been using SD for years on Apple devices with nothing but best quality information and updates. I am a very satisfied customer. Samsung could be your problem.
Yeah seems to be a Samsung issue alright.. but in fairness Samsung never called me a liar. It's the customer care I had the issue with. I had kind of just accepted I couldn't use it.
Right Hand Thread
18th Feb 2018, 11:26
...the girl that emailed me back said I was basically lying......
Doesn’t sound like the SD I’ve dealt with in the past. Did she actually use those words? Did she write “you are lying” or was it something else?
ChickenHouse
18th Feb 2018, 11:51
I liked SD much for a while, but it is on a downswing - feature wise, support wise, quality wise, charts quality wise. I wonder who will be the next in that ballpark after SD?
Right Hand Thread
19th Feb 2018, 12:16
Well in the absence of a direct quote backing up the OP's claim I think I'll assume that isn't what was actually said/written at all.
If that's the case an apology and retraction seem to be in order.
Fokkerwokker
19th Feb 2018, 16:15
I have ALWAYS been treated most courteously by the SD Team and was one of the original clients.
Talk to Rob Hart direct and have a gentlemanly discussion with him - he is extremely approachable and very user friendly.
FW
custardpsc
19th Feb 2018, 17:51
I found Sky Demon to be similarly unhelpful/arrogant. They didn't like the name of my email account (spam@) and refused to let me have a demo, despite it being one of my regular accounts. I emailed them politely to point out it was real, in use everyday as my 'shopping account' and that I was intending to trial their software with a view to subscribing, which was absolutely true. I had a european trip the next week and wanted to see if it was any use in actual conditions before I subscribed. Never even had the courtesy of a response. Life is too short to deal with people like that.
rudestuff
20th Feb 2018, 07:15
To be fair, with an email address containing the word 'spam' your emails might be getting filtered.
Quite a simple solution.
It being one of your regular accounts, use another one that is more agreeable. Don't see a problem.
custardpsc
20th Feb 2018, 18:37
To be fair, with an email address containing the word 'spam' your emails might be getting filtered.
They received my mails ok. And why/how would a smtp/mail filter be based on names anyway. They just took offence to it, pure and simple !
Cows getting bigger
20th Feb 2018, 19:00
SD is a very good product but can be a bit of a Pied Piper. If you look at the developmental history they astutely engaged the market from the outset, thus encouraging a sense of community ownership from the outset. Unfortunately, if someone questions the direction there are enough loyal followers who will shoot you down before you even get to the company.
Don't get me wrong SD is very good, but the reality is that other products are as good/catching-up/better in some areas. If SD is to retain the market share, it needs to continue development, take a foray into proper IFR stuff (rather than providing a few charts) and keep it's competitive pricing. Furthermore, like any business, one bit of bad press, in this case customer service, has a disproportionate impact. One would hope that Tim Dawson has an eye on all the flying forums, not just the one frequented by SD disciples.
Like Duchess Driver, I now use Foreflight which is a far more polished product and will, if they ever choose to fully embrace the European VFR market, knock SD for six. Garmin Pilot is also worthy of mention here.
Right Hand Thread
21st Feb 2018, 23:05
Conversely, when I registered for the SkyDemon free trial and didn't use it they gave me another month free of charge. As with most things on life if you approach people in a reasonable manner you get a reasonable response. I've no particular connection with them other than to be a happy customer.
I notice Finphel has gone quiet since I asked him to substantiate his claim of being called a liar. I feel sorry for companies/people on the receiving end of these histrionic accusations from people who create an account just to sling mud. Maybe Finphel might like to tell us who he/she really is so as to level the playing field?
custardpsc
22nd Feb 2018, 09:31
CGB, yes, Foreflight does seem to be a better product. If they gave the choice of the region that you get FOC rather than making it USA, then it would be getting much more traction I would think. Likewise it is only for Apple products. Instantly limiting on market share.
TC_LTN
23rd Feb 2018, 14:57
Finphel, you have clearly misunderstood or elaborated for effect, your encounter with SD's customer support. The young lady concerned is simply the most helpful, knowledgeable, pleasant and nicest person imaginable. I cannot imagine her being anything other than honest and straightforward in her dealings with you.
If, conversely, you had been directed to the owner and developer, he would have listened intently to your case and then told you exactly where to get off on the basis of their back office functionality. That's why he leaves the delightful Ms H to handle difficult customers like yourself.
I too operate SD on a Samsung Tab device and can honestly say I have never encountered an issue but I sleep easy at night knowing the SD's customer support is second to none should I ever have an issue.