Comments for How do bad software companies stay in business?

Comment from Jacques on 2011-10-07

2011-10-07T09:26:43Z

Hi Leo,

I just found this article and although it seems to be quite old the point is still relevant and I'm wondering if it's more relevant today than two years ago.

Our company is heavily involved with web development and frequently have to make use of 3rd party software, because if we don't our clients will end up having to pay for everything to be built from the ground up. In one such case very recently we bought products from a company called {company name removed} who made all sorts of promises about their product. To cut a long story short, we're speculating that they actually don't do any testing at all and instead rely on their customers to report problems. If I could rate them as a company I would give them 2 out of 10 and for their products I would say 3 out 10. 3 is for the fact that it's feature packed, but that's only a small part of the equation, the rest is all missing.

It's concerning and the fact that we're starting to dabble with our own products now makes me more concerned about how we're going to handle quality control.

Regards,
Jacques
Managing Director
{company name removed}
{url removed}

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A comment on: How do bad software companies stay in business?

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Comment from Dieter on 2010-07-28

2010-07-28T12:25:32Z

Below is a good example how they do it, worst part is they ask for access to my PC. I can look back on one bad experience.
Advice: Let the vendor send you an email with all important details e.g. compatibility, warranty, terms. If they can't, don't order.

Good luck and happy computing

[Name Removed]

""" Dear Dieter,

Thank you for taking the time to write us.

Please accept my apology for any inconvenience.

In order to solve the problem you got with [Name Removed] we need to connect to your computer and see what we can do.

As you don't want us to do this we cannot give you money back.

Let us call you, please provide us with the telephone number and time (between 3p.m. and 9 p.m. local time).

Kind regards,

[Name Removed] ? Customer Support ? [Name Removed]

__________________________________________

Learn how to use [Name Removed]: Windows cid:image001.jpg@01CB1225.D2AA30D0 Mac cid:image002.jpg@01CB1225.D2AA30D0

[phone numbers removed]

Description: Logo_rgb_small.jpg

From: DFWH [email removed]
Sent: Tuesday, July 27, 2010 3:34 PM
To: support4
Subject: Re: [Name Removed]

Dear Maria,

As I have been advised during the ordering process, there is a 30 day money back warranty.

As [Name Removed] doesn't work with my environment XP/Firefox/Openoffice which I am using now for many years, I ask again for cancellation of my order.
I am not prepared to solve constant issues because of incompatibilities. Having problems right at the beginning, as I mentioned in my first email,doesn't bot well for the future.

Again, please organize cancellation of my order # 1954074 and return the money. [Name Removed] has been completely deleted as I am rebuilding my PC which
had been stable for the past 2 years, which is pretty good for an XP installation, till I installed [Name Removed].

Yours faithfully

[Name Removed]

On 07/27/2010 02:46 AM, support4 wrote:

Dear Dieter,

Thank you for taking the time to write us.
In order to solve this issue we can connect to your computer.

Please provide us with your telephone number and time we can call you (between 3 PM to 9 PM local time).

If I can be of further assistance, please do not hesitate to write to me again.

Best Regards

[Name Removed] ? Customer Support ? [Name Removed]

__________________________________________

Learn how to use [Name Removed]: Windows cid:image001.jpg@01CB1225.D2AA30D0 Mac cid:image002.jpg@01CB1225.D2AA30D0

[phone numbers removed]

Description: Logo_rgb_small.jpg

From: [email removed]
Sent: Monday, July 26, 2010 2:44 PM
To: [Name Removed] Team
Subject: Other

Message:

Please note, as of today the 26/07/2010
I cancel my order "Bestellung #1954074".
Reason: Installation went ok, but no online connection to access Dictionaries or downloading them works.
I have tried now for a week (I am working in IT) to no avail. Any software giving me that kind of problems is not fit for use. Especially I have now to re-install the operating system.
I will send you the CD back as soon I receive it.
Yours faithfully,

[Name Removed]

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A comment on: How do bad software companies stay in business?

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Comment from James Hanley on 2008-03-06

2008-03-07T06:55:49Z

Dear Leo
Many thanks for your answer. I totally agree with your comments that consumers need to take positive action and, believe me, I've tried. This particular mob have set up their Web Site in such a way that it is virtually impossible for an overseas customer to even get information through to them. There is a site on the net where disenchanted customers of this company tell their stories. One Englishman was being billed for a product he had not even ordered or received and could get no satisfaction. I must admit that I find this particular yarn a little far fetched. Unfortunately, I only discovered this site by chance after I had made my purchase. Still, I've learnt from the experience and will be more careful in future. It's great being able to write to you when all else has failed or for advice in advance of making a bad purchase.

Yours sincerely
James Hanley

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A comment on: How do bad software companies stay in business?

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