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Levels of service
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Posted by Graham Rhind
Jun 28, 2013 at 12:41 PM
One of the things that will get me hooked on one program rather than another is the level of service that is offered by the developer. How easy they are to contact, if they reply, how quickly they reply, and how they follow up. We don’t often discuss it here, but it’s an enduring issue that I think people need to take into account when they’re doing business with suppliers.
At the risk of never getting a support e-mail answered again, I want to name and shame (and name and praise) on the basis of my experiences. I know others have had very different experiences, so it would be good to get their input.
Let’s start with the good. I have found the developers of these packages helpful, friendly, quick to answer and willing to take comments on board to help them improve their software:
- Goalscape http://www.goalscape.com - fully answer all questions, even at the weekend.
- GS-Base http://www.citadel5.com - a very helpful and responsive developer
- ThinkComposer http://www.instrumind.com/ - a very helpful and responsive developer
- Whizfolders http://www.whizfolders.com - a very helpful and responsive developer
I’ve had some mixed experience with these packages - some stuff is answered fast, other stuff seems to disappear into the ether:
- Connected text http://www.connectedtext.com/ - it seems to depend on Eduardo’s mood.
- KnowledgeBase Builder http://www.buildyourmap.com/
- Sciral (Sciral Consistency, Flying Logic) http://www.sciral.com - resolved a bug and released a new version within 24 hours with Sciral Consistency, but have been less forthcoming in support for Flying Logic
With these packages I can be sure of not getting any useful response:
- Ariadne http://www.prokarpaty.net/ariadne/ - to be fair I can’t seem to pin down the developer’s correct e-mail address, but 11 months to answer one e-mail was, I thought, a tad tardy ...
- EssentialPIM - http://www.essentialpim.com - these folks answer, but always with a curt “well, that’s just the way it is” response, even when I point out bugs which result in data loss (and I’ve lost a lot of data in this program, one way or another)
- Zoot - http://www.zootsoftware.com/ - I think Tom just hates me. I get about one response in 20 e-mails, if that. Even essential support requests, such as help with registration, doesn’t get a response. It does mean I can’t use that software.
What have others to say on the matter?
Graham
Posted by Dr Andus
Jun 28, 2013 at 01:11 PM
Graham Rhind wrote:
One of the things that will get me hooked on one program rather than
>another is the level of service that is offered by the developer. How
>easy they are to contact, if they reply, how quickly they reply, and how
>they follow up. We don’t often discuss it here, but it’s an enduring
>issue that I think people need to take into account when they’re doing
>business with suppliers.
I think it’s a complex issue with one-man businesses providing a niche product. I’m prepared to cut them a lot of slack if a) development is on-going and there are frequent updates; 2) there is a forum with users who are willing to help novices; 3) the software is brilliant. At one point a lone developer needs to decide whether they spend their days interacting with new users or get on with developing the product. It’s a difficult balance to get right.
In defence of Eduardo, he ticks the above boxes for me, and when he goes quiet, I just assume he’s busy developing. There are people on your list who tend to be very responsive, on the other hand maybe not all that much development has taken place for several years and there is no forum to look for help…
Posted by Stephen Zeoli
Jun 28, 2013 at 07:05 PM
I really haven’t kept track, although I do have a few instances in mind.
First of all, my experience with Tom Davis of Zoot is better than yours, but not perfect. Twice in the last year I’ve contacted him about a bug, gotten a reasonably quick response, but then had poor follow up (i.e. none) on his part. It’s like if he can’t fix the issue the first time out, then he gets side-tracked to other things. Tom does, however, constantly improve Zoot.
On another note, I contacted the support for NoteSuite about a small issue yesterday, got a response in about two hours that fixed my problem.
I stopped using SandVox to build my web site because I had a serious issue, got no response from anyone on the forum and none from a direct support request.
Tinderbox support tends to be pretty good, both via the forum and with a request sent to support, although sometimes the responses on the forum are a little high-handed—that is, over my head.
This has been a bit of a stream of consciousness response. If other anecdotes occur to me, I’ll post them.
Steve Z.
Posted by Cassius
Jun 29, 2013 at 04:30 AM
myBase support is excellent. By the way, Version 3.2 is nbow available.
Jot+ Notes has ceased development.
Inspiration once had great telephone support. Now support is via email and I don’t know how good it is.
Posted by Hugh
Jun 29, 2013 at 10:15 AM
For me, Scrivener support has always been really excellent, right from the point when Literature and Latte was a one-person band - a major factor in the attractiveness of the product and in my eagerness to recommend it.
I share exactly Steve’s view of Tinderbox’s support via its forums (I’ve never contacted Eastgate directly). I can never completely decide whether the problem (in communication) lies with me or them - but I have to say it’s probably me.
Those two cases demonstrate to me that as ever, economics rules. Assuming that you know what you’re doing as a developer, if you have a very successful product - as Scrivener is - you can attract and afford to hire really good, helpful people, of whom Literature and Latte has an increasing number. If you have more of a niche product, however excellent, you’re more dependent on experienced users: Mark Anderson, for example, contributes a tremendous amount to the Eastgate forums.