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Rant about the whole mess

Thread began 4/27/2012 1:17 pm by lewis327930 | Last modified 5/04/2012 6:49 pm by lewis327930 | 2182 views | 17 replies


Not Happy

@designerwest thanks for being a voice of reason here.

I do disagree that WebAssist has good support. In my opinion it is irresponsible to do some of the things that they have done, and in they way that they do them.

Lets start with only offering forum and slow ticket based support for cases where the product will not even function. I paid for the product, in fact this is the second time I have purchased defective products from WebAssist.

I recieved a forum response from support and a phone call (only after getting Customer Support) to apply some pressure on Technical Support. In both cases I was told that Digital File Pro is not compatible with Dreamweaver CS5, I was told that I "will need to upgrade to CSS Form Builder 2 or Universal Email 4". When I called Customer Service back to see what could be done about this I was told that both products are compatible with CS5 and that I would recieve a call back from Technical Support and Customer Service today. Neither of these calls has happened but the ticket was updated with a request to uninstall and try installing in a different order. I have already done this many times but did it again, still not working. Couple all of this with the fact that the website states CS5 is supported for products. It is interesting to me that Technical Support tries to sale a more expensive product, is this because they know the standalone will not work. This leads me to believe the standalone Digital File Pro is being sold to hook the customer into a more expensive purchase. This practice is not only deceptive but itis prohibited by the Federal Trade Commission.

Back to my previous point, if I am wrong it is a shame that a Technical Support Manager is not familiar enough with the products to know what is, and what is not compatible. I feel that he probably knows which whould mean that this is a deliberate act to defraud me.

I do not have a problem normally waiting for support but then 99.9% of the time if I contact Technical Support it is a legitimate issue and I need a resolution now. I do a tremendious amount of troubleshooting first so I know it is a legitimate issue that I will require assistance to resolve. And it is not like I am asking for coding assistance here, I am asking for assistance with the product that is simply not even coming up.

The product is not causing my computer to crash or freeze, but then it is NOT WORKING which is an absolutely critical issue.

Yes, part of my frustration is in the fact that I had to resort to this product to help deal with a tough deadline. Had the deadline not existed I would have just hand coded everything. I spent money to help me leverage time, and it has just ended up costing me more time. I am not literally making nothing on the project, in fact the cost of these products has made the number a negative. I was doing it as a favor to a friend who is a designer, no technical background. Her client is very upset and will drop the project, even with all of my work, today. This means that the designer is at risk of loosing the client, what she originally charged for the site, and having her reputation damaged. Her client is a very prominent business person. This in turn has destroyed my reputation. Oh yes, and I have not lost a lot more money because I have had to put other clients off to try and meat this deadline. This also is likely to cause more damage to me.

So what is the problem. Digital File Pro will not come up. When I try to add Upload or Download functionality, following the instructions provided, I see a window pop up then dissapear very quickly. I have never entered a product key because it has never asked, it simply is not working.

I really do not feel that I am being unreasonable especially considering my last experience with WebAssist was very poor, both products and Technical Support. Yes some of the products work well, others work fine, but this does me no good when the product I need is not working and I am being deliberately shielded from support.

If you can think of anything that I might do to get this working I would be so grateful. At this point I am stuck and just hoping that the damage can be limited a little.

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