Terrible service/support - buyer beware

I recently bought this software (2/16), and had some initial problems using it, so I emailed for support. After 24 hours I received nothing, so I emailed a follow-up. After another 24 hours I still had no response, so I followed up with another email, expressing my disappointment and indicating I would be disputing the charge and deleting the software. A day after that I received an email indicating I had no right expecting a response in 24 hours, that this was a hobby for him and not a business, and that I was “fired” for being "too stupid" to be a customer of his — an apparant reference to the question I asked in my original email.

My response to that was not fit for relaying here in polite company, but, in addition to commenting on his (awful) customer relations/support skills, I told him his ads for the software should disclose to potential buyers that they should not expect timely responses when they need help, since this is a hobby and not a business, and that help will arrive only when he finds the time from his regular job. I believe you’re either in business or you’re not, and if you present yourself as a business you should function as one — or else clearly disclose if otherwise. I also found little guidance included with the software, and either it sorely lacked key elements of what I expected, or they were there but without easy or instinctive means of using them. I am not a computer nerd, but I’ve been using them since 1979 and I have above-average knowledge/skills, and can typically find my way through and around most software even if I’m unfamiliar with it. I do, however, expect reasonable customer support both in timliness and decorum, neither of which I found with this.

In short, the business owner should either not be in business, or he should hire an effective support person/service (assuming he could find someone willing to work for him). Regarding the software itself, it certainly didn’t meet my needs or expectations. I would rate this NO stars if that were an available choice.

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