Worst sales support ever
Sunday, March 4, 2007 by Jeffrey Bombard | Discussion: WinCustomize Talk
Well, looks like I'm gonna have to do without renewing my Object Desktop account. Trying to use the same card, address, previously used to initially purchase and previously update OD and these guys still can't process my order. Sales support even verified that the address I used is the same as the address that was previously used and accepted. Yet somehow it is "my fault" and therefore I should set up a PayPal account solely for the purpose of renewing my account. I think not. When the sales support staff cannot get off there rearend and make a couple of calls to verify my card and process my order then I think my money needs to be spent elsewhere. I've been a loyal customer for a long time now, and it's amazing to see how Stardock has changed from going the extra mile for each and every customer to an "our way or the highway" attitude. It looks like all this mingling with Microsoft has made them worse for the wear. Considering the great engineers in Stardock, it's sad to see them crippled with such a subpar sales support team. Anyway, just needed to vent while I try and find some other tools to customize my desktop *sigh*.
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msdanasue
Reply #2 Monday, March 5, 2007 8:10 AM
Reply #2 Monday, March 5, 2007 8:10 AM
This is very distressing, I have always had the best response from Stardock. They have been wonderful with any problem I ever had and with renewal. I usually call them and that works the best. I hope things work out and you can continue with them.
ZubaZ
Reply #3 Monday, March 5, 2007 8:18 AM
Reply #3 Monday, March 5, 2007 8:18 AM
This is very distressing
SD support has always been great for me. Until I see it, I won't consider it a pattern and I won't distress. I suggest that you do the same. 
BoXXi
Reply #4 Monday, March 5, 2007 11:26 AM
Reply #4 Monday, March 5, 2007 11:26 AM
The guys at Stardock always were, and are STILL the best!! 
CerebroJD
Reply #8 Monday, March 5, 2007 4:56 PM
Reply #8 Monday, March 5, 2007 4:56 PM
Zubaz, you got one for sale through Stardock? I'd buy... 
Adamness
Reply #9 Monday, March 5, 2007 5:27 PM
Would they be skinnable?
Reply #9 Monday, March 5, 2007 5:27 PM
Stardock should sell more girls!!
Would they be skinnable?
seldomseen
Reply #12 Monday, March 5, 2007 7:08 PM
me too
Reply #12 Monday, March 5, 2007 7:08 PM
I like to think the girls do their part too.
me too
vStyler
Reply #13 Monday, March 5, 2007 7:31 PM
The ones in Silence of the Lambs were.
Reply #13 Monday, March 5, 2007 7:31 PM
Would they be skinnable?
The ones in Silence of the Lambs were.
any chocolate miss and mrs?
KarmaGirl
Reply #15 Monday, March 5, 2007 7:58 PM
Reply #15 Monday, March 5, 2007 7:58 PM
Considering the great engineers in Stardock, it's sad to see them crippled with such a subpar sales support team
Actually, it's more like crippled by Visa and Mastercard rules. They are *very* strict now. And, there is a lot of info that we simply can't access, nor have control over (such as the registered address on file at the credit card company).
BTW, we still take checks and certified funds in US currency, so even if Visa/Mastercard fails, there are still traditional methods. We rather deal with the occasional oddity than to end up a cesspool of internet fraud. The new processing rules are in place to protect the consumer, even if they do become a pain in the rear for both consumers and merchants.
KarmaGirl
Reply #16 Monday, March 5, 2007 7:59 PM
Reply #16 Monday, March 5, 2007 7:59 PM
Stardock should sell more girls!!
Would they be skinnable?
Would they be skinnable?
that conversation sure went bad quickly. LOL
Jeffrey Bombard
Reply #17 Tuesday, March 6, 2007 11:37 PM
Reply #17 Tuesday, March 6, 2007 11:37 PM
Actually I was working with [email protected] and an arrangement apparently couldn't be made, other than making me setup a paypal account to renew. The thing I don't understand is I got a call from Amex asking me if it was okay to approve the charge I said yes, and yet somehow stardock tells me they are unable to charge it. It's very distressing to me too, as I love the products. I don't live in the U.S. so that's one reason I'm limited in my payment methods, however it sucks that what used to be an acceptable payment method for me apparently no longer is. And I really don't want to hear that it's the credit card company's fault as I can charge fine on Amazon.
Chef Garry
Reply #18 Wednesday, March 7, 2007 3:30 PM
And yet I have no problems using my Visa card here. I don't live in the US either. I can't say what the problem is but it seems (to me anyway) unfair to categorically blame SD - except possibly because it's easier to get a response through the forum?
Reply #18 Wednesday, March 7, 2007 3:30 PM
And I really don't want to hear that it's the credit card company's fault as I can charge fine on Amazon.
And yet I have no problems using my Visa card here. I don't live in the US either. I can't say what the problem is but it seems (to me anyway) unfair to categorically blame SD - except possibly because it's easier to get a response through the forum?
messiah1
Reply #19 Wednesday, March 7, 2007 4:06 PM
Reply #19 Wednesday, March 7, 2007 4:06 PM
I've had many tech issues setting up my stardock stuff (mostly because I was using it on a pc without internet, but not now) but always have had great support from the site. Kudos to Stardock support and keep it up. 
Jeffrey Bombard
Reply #20 Wednesday, March 7, 2007 11:30 PM
I live in a country that doesn't use the English/Latin characters, so that may be part of the problem. The problem is not with the credit card company, more than likely the problem is with the verification system or service that they subscribe to, however the fact that the sales support staff aren't willing to help IS a problem with Stardock. I had a similar problem when I renewed it in the past and at that time the support staff went out of there way to help me. This time around that was not the case. If they would come straight out and say "We cannot process your order because of a deficiency in our ordering system, and we are too busy to handle the order manually so you are out of luck" then at least I could respect them for being honest.(however I would still be without Object Desktop) The facts are in the past they were willing to go the extra mile, and now they are not. Quite simple really.
I am sure their tech support is very good, and they probably have some of the best engineers in the industry, alas I am talking about their sales support staff.
If a potential customer cannot purchase a desired product from a company whose business revolves around selling that product, then the problem in fact lies with and should be fixed by the company selling said product. This is true regardless of where the root cause of that problem lies, it is in the best interest of the business to make sure customers looking to purchase their products can do so, and to iron out/fix problems in the system/procedure that inhibit those sales.
Actually I'm not really looking for a response at this point, and I have given up on trying to renew my subscription. I am just hoping somebody at Stardock that can actually do something about this will see this post and try to fix what's broken internally be it the verification system or sales system/process, not for my sake, but for the sake of the company. Stardock is a company I have a great deal of respect for and I hate to see them crippled by a problem like this.(be it the sales person, the sales sytem/process, or a third party credit card verification system). I also sincerely hope that this doesn't mark a change in how the company views the importance of the individual customer.
Reply #20 Wednesday, March 7, 2007 11:30 PM
And yet I have no problems using my Visa card here. I don't live in the US either.
I live in a country that doesn't use the English/Latin characters, so that may be part of the problem. The problem is not with the credit card company, more than likely the problem is with the verification system or service that they subscribe to, however the fact that the sales support staff aren't willing to help IS a problem with Stardock. I had a similar problem when I renewed it in the past and at that time the support staff went out of there way to help me. This time around that was not the case. If they would come straight out and say "We cannot process your order because of a deficiency in our ordering system, and we are too busy to handle the order manually so you are out of luck" then at least I could respect them for being honest.(however I would still be without Object Desktop) The facts are in the past they were willing to go the extra mile, and now they are not. Quite simple really.
I've had many tech issues setting up my stardock stuff (mostly because I was using it on a pc without internet, but not now) but always have had great support from the site. Kudos to Stardock support and keep it up.
I am sure their tech support is very good, and they probably have some of the best engineers in the industry, alas I am talking about their sales support staff.
I can't say what the problem is but it seems (to me anyway) unfair to categorically blame SD - except possibly because it's easier to get a response through the forum?
If a potential customer cannot purchase a desired product from a company whose business revolves around selling that product, then the problem in fact lies with and should be fixed by the company selling said product. This is true regardless of where the root cause of that problem lies, it is in the best interest of the business to make sure customers looking to purchase their products can do so, and to iron out/fix problems in the system/procedure that inhibit those sales.
Actually I'm not really looking for a response at this point, and I have given up on trying to renew my subscription. I am just hoping somebody at Stardock that can actually do something about this will see this post and try to fix what's broken internally be it the verification system or sales system/process, not for my sake, but for the sake of the company. Stardock is a company I have a great deal of respect for and I hate to see them crippled by a problem like this.(be it the sales person, the sales sytem/process, or a third party credit card verification system). I also sincerely hope that this doesn't mark a change in how the company views the importance of the individual customer.
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Reply #1 Monday, March 5, 2007 7:53 AM
We regret that you have had such an unpleasant experience with the Stardock webstore. Due to the nature of our electronic distribution method, Stardock is frequently the target of fraudulent credit card activity, and therefore has heightened security measures over most online webstores.
Please email [email protected] and we'll see what arrangements can be made.