No support response is bad business
Blog Navigator abandoned?
Thursday, September 15, 2005 by DadBart | Discussion: Community
I posted questions to the Blog Navigator forum and then saw it has been months since anyone has responded to questions there. I then saw other postings where people said they emailed support at Stardock about the BN issues and never got a response - of any kind.
I figured I would try and see. Sure enough no reply for 2 weeks to a post to the newsgroup. An email sent to support 2 weeks ago never replied to, except the auto responder saying I would hear within a couple of days.
One can only assume that people like me who paid for the product have been abandoned with no notice. If that is the case, it is very, very bad business. Right now I feel very reluctant to sink anymore money in to Stardock if I might be ignored and abandoned for things I bought (I have quite a few things registered - and renew every year).
So my question is, is this what we can expect going forward?
I figured I would try and see. Sure enough no reply for 2 weeks to a post to the newsgroup. An email sent to support 2 weeks ago never replied to, except the auto responder saying I would hear within a couple of days.
One can only assume that people like me who paid for the product have been abandoned with no notice. If that is the case, it is very, very bad business. Right now I feel very reluctant to sink anymore money in to Stardock if I might be ignored and abandoned for things I bought (I have quite a few things registered - and renew every year).
So my question is, is this what we can expect going forward?
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DadBart
Reply #22 Thursday, September 15, 2005 8:17 PM
Reply #22 Thursday, September 15, 2005 8:17 PM
Just so it is not all about an angry guy on the other end. I want to compliment and thank both Admin JafLo and Developer Lantec for trying to get somewhere with this. Especially Lantec who completely sidestepped my agitated rants and directly addressed the issue at hand. That completely re-directed my frustration and got me to concentrate on solving the problem. Very professional and good customer service. Thanks.
Lantec
Reply #23 Thursday, September 15, 2005 8:28 PM
Couldn't agree more. My son doesn't understand why all his friends are on chat but I won't let him do it. Frankly I won't let him online without an adult in the room period. I don't allow it on the systems at work either.
Reply #23 Thursday, September 15, 2005 8:28 PM
| The risks far outweigh the benefits, I have children at home who can get to wrong place pretty quickly and I have workers at the office who could pass for some of my children |
DadBart
Reply #24 Thursday, September 15, 2005 8:37 PM
Heh. I miss those days. They are all teens now (4 of them) and view my watching as intolerable cruelty. I use "other" means now to monitor and control their PC and Internet use. They do clearly understand that a transgression usually results in instant loss of Internet and ability to log on to the computer. My final days as emperor of the house, so sad
Reply #24 Thursday, September 15, 2005 8:37 PM
| him online without an adult in the room period |
Heh. I miss those days. They are all teens now (4 of them) and view my watching as intolerable cruelty. I use "other" means now to monitor and control their PC and Internet use. They do clearly understand that a transgression usually results in instant loss of Internet and ability to log on to the computer. My final days as emperor of the house, so sad
SkinStudio
Reply #25 Friday, September 16, 2005 11:32 AM
Reply #25 Friday, September 16, 2005 11:32 AM
I'm really sorry for the said situation to happen. I'm personally responsible for it. Over the past month I've been buried under SkinStudio development work.
We'll be taking care of Blog Navigator over the coming days, and will try to answer and fix the problems our users reported to the newsgroup.
I've looked into your issue and it looks like it's a server-side problem with JoeUser as I can post articles to my other test blogs and read them just fine. The problem seems to be related to the JoeUser XML-RPC api and I'll be working with the JoeUser developer to resolve the problem.
Thank you for your patience. Should you have any more issues with Blog Navigator / SkinStudio or IconDeveloper, do not hesitate to mail me directly at adam AT stardock.com.
We'll be taking care of Blog Navigator over the coming days, and will try to answer and fix the problems our users reported to the newsgroup.
I've looked into your issue and it looks like it's a server-side problem with JoeUser as I can post articles to my other test blogs and read them just fine. The problem seems to be related to the JoeUser XML-RPC api and I'll be working with the JoeUser developer to resolve the problem.
Thank you for your patience. Should you have any more issues with Blog Navigator / SkinStudio or IconDeveloper, do not hesitate to mail me directly at adam AT stardock.com.
T-Man
Reply #26 Friday, September 16, 2005 4:12 PM
Reply #26 Friday, September 16, 2005 4:12 PM
| The problem seems to be related to the JoeUser XML-RPC api and I'll be working with the JoeUser developer to resolve the problem. |
Yep, thats me! Ok, I have updated the API's and editing should be working again.
MountainDragon
Reply #27 Friday, September 16, 2005 6:19 PM
Reply #27 Friday, September 16, 2005 6:19 PM
I think everyone should read this thread as a fine example of Stardock/WC customer support in action. 
_TAPPER_
Reply #28 Friday, September 16, 2005 8:45 PM
Also how it can be done without bloodshed
Reply #28 Friday, September 16, 2005 8:45 PM
| I think everyone should read this thread as a fine example of Stardock/WC customer support in action. |
Also how it can be done without bloodshed
DadBart
Reply #29 Monday, September 19, 2005 12:55 PM
Yes, that was it. Works fine now. Thanks Adam and Janitor T-Man.
Reply #29 Monday, September 19, 2005 12:55 PM
| Yep, thats me! Ok, I have updated the API's and editing should be working again. |
Yes, that was it. Works fine now. Thanks Adam and Janitor T-Man.
DadBart
Reply #30 Monday, September 19, 2005 12:58 PM
I agree. All the Stardock folks handled my initial frustration quite well. The developer responded well and left me feeling well supported. And the problem is fixed to boot!
It should be a good long while before I could justify getting that frustrated again, thanks everyone. This is why I have bought so many Stardock products and renewals over the years, nice to have that reinforced at a moment of doubt.
Reply #30 Monday, September 19, 2005 12:58 PM
| I think everyone should read this thread as a fine example of Stardock/WC customer support in action |
I agree. All the Stardock folks handled my initial frustration quite well. The developer responded well and left me feeling well supported. And the problem is fixed to boot!
It should be a good long while before I could justify getting that frustrated again, thanks everyone. This is why I have bought so many Stardock products and renewals over the years, nice to have that reinforced at a moment of doubt.
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Reply #21 Thursday, September 15, 2005 8:09 PM
You have helped plenty. Thank you very much. It may turn out to be some change at Joeuser - again - and it may turn out to be as simple as a config file getting corrupted. Or it could be a bug introduced in the last version. I won't mess with anything without knowing what I am doing so I don't further cloud the problem.
I would prefer the standard web-email support method as stated at Stardock for support. I don't do IRC and don't allow it installed on any home computers or work computers (I oversee IT among other things). It is not the same animal as when I used it in eons past
If anyone there can help pry loose some support via the methods most expect to be in, that would be greatly appreciated.