I have been a loyal customer for years and own most of the WebAssist products. I am satisfied with most of them. But my post today is about my dissatisfaction with WebAssist support.
When I have a problem with a product, I need assistance today, not 2-3 days from now. I also can't afford to wait another 2-3 days after every response. If it takes 6 messages back and forth to resolve my issue, it may be two weeks or more. I don't have the luxury of that kind of time.
I opened a support ticket on 4/27/09, late in the day regarding problems with CSS Menu Writer 2. I received a response the next morning, which was OK, but basically it was a canned reply, which the technician spent no more than about 15 seconds telling me my problem is a known issue on pre-release versions of CS3. Well, I have the latest build of CS3 which I said in my immediate response. I'm going on 2 days waiting to hear back.
BTW, your sales department sent an email today wanting to sell me the "CSS Menus Starter Kit for Photoshop." The sales emails always get sent in a timely manner.
This kind of thing has been a chronic problem at WebAssist since I've been a customer. There are too little resources devoted to support for the folks who have already bought your products.
Support tickets should be answered same day if received before noon. If received after noon, they should be addressed before noon the next day. Follow-up responses should be answered within the same time frame. There should be a toll-free support number to call as well, that someone will actually answer. Online chat for support should also be available.
The new website is beautiful, and the sales & marketing emails are gorgeous too, but it's time for WebAssist to step up and start supporting their products like a real world-class software company.
I'd like to hear what others think on this issue and what the decision makers at WebAssist have to say about their "it takes forever" support practices.