Quoting samuelrichardscott:

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Profiler is great, and it's awesome that you update plenty and always look into the bugs for the newer versions etc

That sounds like pretty good support to me.

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Why do you not say whether any of the (very long standing and much wanted) desktop feature requests are of any good / ever going to be implemented?

I share your pain here, but I think it's wise to keep future upgrade features under wraps until shortly before they become available.  It just puts extra pressure on the developer to announce upcoming features that aren't close to delivery.

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99% of problems would be solved with some sort of input from Ken/Gerri.

I think they've likely been very active in the iOS Tech Support threads lately.

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I payed, right around, $20 for this software.  For that $20 I have gotten 10+ years of program upgrades and profile updates.  I don't think I have another piece of software that has given me this much bang for my buck.

Do I wish Ken would step in more often?  Sure, but, because I have gotten more than my money's worth out of this product, it doesn't really bother me.  Don't get me wrong, I do understand the frustration, that's just how I look at it.

I should have waited...you were far more eloquent. 

Quoting whispering:

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Quoting samuelrichardscott:

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It shows devastatingly poor after-sales service and is why I refuse to currently tell people it's worth the money.

...that just flies over me with a fighter jet. I paid something like 22$ like 7 years ago. I cant think of any other company that would have better after sales service. I cant think any other software that would have given me more bang for the buck. I can understand people wanting more, and answers and what not. In the end of the day, we demand from Invelos more then from any other company. Maybe thats what has made the software so good. But every now and then we should remember that.

That is correct but on the other hand the contributors, who are very important for the success of the software, should get answers to their questions. These people invest hours and hours of their time and I think Ken should step in and tell people what's correct and what isn't. He should also update the rules more often. Just for the sake of the people who invest so much time to make this database better every day. They need quicker answers to their questions not 10 page threads that go in circles.
The program is fantastic but it it needs the contributors to work the way it does!

Edit: Looks like I didn't type fast enough!

Quoting samuelrichardscott:

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To quote the martian... I should have waited... you were far more eloquent.

Maybe that's why it took me so long to post!   

I don't disagree, Kathy, I just don't let it get to me...for the reasons I already stated.  Maybe it's just old age. 

I, too, think the program is awesome, but it would be not even close to how great it is without all the free work from the contributors.

Beta testing, database builds, plugins, etc.

I don't buy the "I paid $20 for it" argument, because many of you have put in hours of your time updating the database. So, yeah, you might have paid in cash $20, but you've paid much more over the years with your submissions and your votes.

I don't have a problem if Ken doesn't want to get involved in the threads, really, who wants to. But at least take that statement off the thread, as it's invalid and not correct.

Once you pay your money, good luck if you don't understand how to work the program, or if you have a question about the rules because the help is seriously lacking in that department from Invelos' side. It's up to the users to help other people -- which they do for free -- and hell, it's obvious that the rules are so vague in some spots nobody know what they mean.

About a week or so ago, someone started this thread. The poster said:

Quote Poster:

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ASKED A QUESTION AND YOU ANSWERED ME SENDING ME TO THIS LINK FOR THE ANSWER. I GO TO THE LINK, SIGN IN AND THEN WHAT ?????? WHERE DO I FIND THE ANSWER TO MY QUESTION????

And was made fun of. Sure, the post was questionable and perhaps the OP brought it on him/herself. I don't know what the OP's was referencing, but the historic severe lack of assistance with your questions from Invelos suggests that they were pointed to the forum for an answer to the question they had.

Don't get me wrong, there are a lot of great people in the forums that answer a ton of questions and are incredibly helpful and they are all doing it for free.

Do I think the program is a bargain at $20 (or whatever it is now)? Absolutely. Would I upgrade it every year? No. Not with the lack of caring Invelos shows to its customers once the purchase is made. Would I recommend it to friends at this moment? No. For the reasons being that if they have a question I can't answer, they would have to go to the forums for help.

Most of the time, yes, you can get an answer quickly and efficiently from a person on the forum willing to help out (because outside of new software, it's excruciatingly rare for Ken and Gerri to jump in a thread). But the rest of the time you get threads like the extras thread or the Cash name thread, where people can either not agree or anything or nobody really knows what the rules even mean. And all it would take for threads like that to end would be Ken or Gerri to just step in with an answer. Really, is it that hard (especially when it is something that they claim they do)? (Unless, of course, they don't understand the rules, either, then there's a bigger problem.)

Like I said, I don't care if they jump in or not. I'd prefer if they did, but if that's not going to be the case, remove the line. Live up to your word or don't. It's really not that difficult.

Ken and Gerri, when the people who buy your product are helping you make it better for free, I really don't think it's too much to ask for a little assistance when asked, especially when you promise it.

Agree with Whispering on both counts. I never had a problem with support tickets.... and the work I do... I do first and foremost for myself.

Other then that... sure I would love to see Ken and Gerri be more active on the forum.