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Invelos Forums->DVD Profiler: Contribution Discussion |
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Invelos = Terrible support |
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| Registered: March 26, 2009 |  Posts: 1,387 |
| | Posted: | | | | Quoting samuelrichardscott: Quote:
Quoting OldMan56:
Quote:
Third, peoples ideas IMO unless your the company owner or employees, ideas they should be looked at but you don't have a right to demand a answer to that sort of request. IMO
Oh, I'm not saying to demand an answer, but every now and again saying "Sorry, not possible." or anything would be nice. After all, why have Technical Request forums if you're not even going to respond to the requests?  Sorry, your right on this point. |
| | Registered: March 13, 2007 | | Posts: 4,596 |
| | Posted: | | | | Quoting samuelrichardscott: Quote:
For me, I just find that once Ken & Gerri have your money they do not care about you as a customer. They only update the program to capture new customers as they have to keep up with the competition and don't actually give a toss about the existing customers. Your interpretation...and extremely insulting. But considering the source, not surprising  . invelos is a "Mom & Pop" business run by 2 people, Ken and his wife Gerri. They have a single product line...a software program for cataloging DVDs...not a high demand product in any sense of the imagination. They have a few employees to act as screeners and forum moderators. To expect them to maintain a full-time presence in the forums to answer every single question posted here is unrealistic. The forums are here as a courtesy...not a requirement. Quoting samuelrichardscott: Quote:
Is it to much to expect from Invelos that they respond to peoples ideas? In my opinion, Yes, it is. And why should they? The "Feature Request" thread is there for one reason and one reason only. You'd like to see something added to the program that you feel will enhance it's usability and features, by all means post it in the Feature Request thread. Other users will comment on what they think of it. Ken and Gerri review the thread and glean ideas from it and if they feel a feature is doable and worthwhile, they'll add it to the next Beta release and, hey, maybe they'll even give you credit for it  . Why would anyone expect them to spend what little time they have to respond to every single suggestion made in that thread? If they did, they'd have no time to take care of the business or their personal lives for that matter. It's unrealistic and selfish to think otherwise. Quoting samuelrichardscott: Quote:
Is it to much to expect from Invelos that they respond to...technical difficulties? Most, if not all "technical difficulties" are handled and solved by the users of the program in the Technical Support thread…that’s what it’s there for. Most, if not all "technical difficulties" that I've seen posted in that thread are either user error or third party software conflicts...well beyond invelos's scope of responsibility. Every single technical difficulty that was an actual DVD Profiler program bug or error has been responded to and solved by Ken. You’ve stated in the past that you have sent a Support Ticket to Ken that went unanswered. Well, I’d like to show everyone what sort of “support ticket” you deem appropriate and how gracious and courteous you are in the response you received: support ticket? Ahhhh...ignorant and arrogant...what a combo . Quoting samuelrichardscott: Quote:
Is it to much to expect from Invelos that they respond to…discussions about rule interpretations that require some sort of ruling? I believe that’s what the Contribution Rules Committee is for. (Discuss and formulate the rules that help shape DVD Profiler's online database. Access by request.). You have a problem with the rules or a suggestion for a change…go there to discuss your misinterpretations. Both Ken and Gerri have made rulings in the normal threads, and yet users still complain and demand further clarification. Yeah, I can see time-well-spent having to deal with users who aren't happy with anything. Sure, let's have Ken and Gerri chained to their desks with their eyes glued to their monitors waiting with bated-breath for your next complaint, "support ticket" or vile insult. I apologize to the other users for my rant...but to the OP of this useless thread...  . | | | | My WebGenDVD online Collection |
| | Registered: August 23, 2008 | Reputation:  | | Posts: 1,656 |
| | Posted: | | | | | | | Reviewer, HorrorTalk.com
"I also refuse to document CLT results and I pay my bills to avoid going to court." - Sam, keeping it real, yo. |
| | Registered: March 14, 2007 |  Posts: 2,337 |
| | Posted: | | | | Quoting 8ballMax: Quote:
Quoting samuelrichardscott:
Quote:
For me, I just find that once Ken & Gerri have your money they do not care about you as a customer. They only update the program to capture new customers as they have to keep up with the competition and don't actually give a toss about the existing customers.
Your interpretation...and extremely insulting. But considering the source, not surprising . Unfortunately Samuel's interpretation is very true. Quote:
They have a few employees to act as screeners and forum moderators. You seriously believe that? |
| | Registered: September 18, 2008 | | Reputation: |  Posts: 2,650 |
| | Posted: | | | | Quoting 8ballMax: Quote:
Quoting samuelrichardscott:
Quote:
For me, I just find that once Ken & Gerri have your money they do not care about you as a customer. They only update the program to capture new customers as they have to keep up with the competition and don't actually give a toss about the existing customers.
Your interpretation...and extremely insulting. But considering the source, not surprising . As for your reply, likewise. Quote:
invelos is a "Mom & Pop" business run by 2 people, Ken and his wife Gerri. They have a single product line...a software program for cataloging DVDs...not a high demand product in any sense of the imagination. They have a few employees to act as screeners and forum moderators. To expect them to maintain a full-time presence in the forums to answer every single question posted here is unrealistic. The forums are here as a courtesy...not a requirement. You think they have screeners and moderators? Don't make me laugh. It's the two of them masking themselves as several employees. I would however like you to point out where I have ever said I was after FULL TIME presence to as EVERY question? You can't? That's right, because I never. Quote:
Quoting samuelrichardscott:
Quote:
Is it to much to expect from Invelos that they respond to peoples ideas?
In my opinion, Yes, it is. And why should they? The "Feature Request" thread is there for one reason and one reason only. You'd like to see something added to the program that you feel will enhance it's usability and features, by all means post it in the Feature Request thread. Other users will comment on what they think of it. Ken and Gerri review the thread and glean ideas from it and if they feel a feature is doable and worthwhile, they'll add it to the next Beta release and, hey, maybe they'll even give you credit for it . Why would anyone expect them to spend what little time they have to respond to every single suggestion made in that thread? If they did, they'd have no time to take care of the business or their personal lives for that matter. It's unrealistic and selfish to think otherwise. Again, I never asked for a response to every single question and I agree it is unrealistic to ask for a response to every question but to expect some sort of response on occasion is not to much to ask. Quote:
Quoting samuelrichardscott:
Quote:
Is it to much to expect from Invelos that they respond to...technical difficulties?
Most, if not all "technical difficulties" are handled and solved by the users of the program in the Technical Support thread…that’s what it’s there for. Most, if not all "technical difficulties" that I've seen posted in that thread are either user error or third party software conflicts...well beyond invelos's scope of responsibility. Every single technical difficulty that was an actual DVD Profiler program bug or error has been responded to and solved by Ken. You’ve stated in the past that you have sent a Support Ticket to Ken that went unanswered. Well, I’d like to show everyone what sort of “support ticket” you deem appropriate and how gracious and courteous you are in the response you received:
support ticket?
Ahhhh...ignorant and arrogant...what a combo .
I am told by Invelos to use the support section. The support section tells me to use the forums. My response was based on all other support tickets I had ever sent, all of which they have 'forwarded' to other 'departments' pretending they exist and never being heard of again. This has also been mentioned by other users in thsi thread including members like Kathy who wouldn't say boo to a ghost and is an all round sweetie. Quote:
Quoting samuelrichardscott:
Quote:
Is it to much to expect from Invelos that they respond to…discussions about rule interpretations that require some sort of ruling?
I believe that’s what the Contribution Rules Committee is for. (Discuss and formulate the rules that help shape DVD Profiler's online database. Access by request.). You have a problem with the rules or a suggestion for a change…go there to discuss your misinterpretations. Both Ken and Gerri have made rulings in the normal threads, and yet users still complain and demand further clarification. Yeah, I can see time-well-spent having to deal with users who aren't happy with anything. Sure, let's have Ken and Gerri chained to their desks with their eyes glued to their monitors waiting with bated-breath for your next complaint, "support ticket" or vile insult.
Where have I said I am not happy with everything? I am extremely happy with the product overall... can't praise it enough... but of course, you're attempting to twist my words to suit your arguments. But that's expected from you. Quote:
I apologize to the other users for my rant...but to the OP of this useless thread... . Yeah, it's a shame you had to act this way. |
| | Registered: September 18, 2008 | | Reputation: | | Posts: 2,650 |
| | Posted: | | | | Quoting 8ballMax: Quote:
Well, I’d like to show everyone what sort of “support ticket” you deem appropriate and how gracious and courteous you are in the response you received:
support ticket?
Oh, and I can't see a shot of any of my support tickets... |
| | Registered: March 15, 2007 |  Posts: 1,982 |
| | Posted: | | | | Quoting 8ballMax: Quote:
invelos is a "Mom & Pop" business run by 2 people, Ken and his wife Gerri. They have a single product line...a software program for cataloging DVDs...not a high demand product in any sense of the imagination. Irrelevent... I'm a proud owner of OOTP Baseball that I buy every year and the size of the company is comparable to DVDP. One programmer only and a very limited market (probably even smaller than the one for DVDP). But there are differences : we got a technical problem we got a solution, the programmer participe in the dscussion, the forum is moderated, .... Why it's possible? easy! The technical helpers are volunteers, this isn't a pay for life game, Markus care about the core players group of his game, the group of moderators are volunteers and well known, ... See one man operation isn't a justification for bad services and thinking that customer service isn't a big deal is quite shocking... |
| | Registered: March 13, 2007 | Reputation:  | | Posts: 13,201 |
| | Posted: | | | | Quoting Blair: Quote:
It's funny how often this discussion gets back to the people who have had Profiler for a while saying that they have gotten their money's worth. What about all of the new people (the revenue that keeps things going, making your payment several years ago not relevant anymore) who bought Profiler because they heard about the online database? Would they have bought it if they knew they would be receiving a similar type of support from the online database as the arguments against general support mentioned here? (i.e.: you try to auto update your profiles from the online database, but instead of giving you want you want right away, it goes unresponsive to your request by not letting you connect for at least 2 years)? As we are paying for the program, as well as access to the data, this isn't quite the same as bad customer support. I don't know a single person that purchased a product based on the customer support. Everbody I know purchases the product for what that product does and, if the product doesn't do what it is supposed to do, that is when then they complain...and with good reason. As an example, I have a store near me that is one of the worst stores I have ever been in. They have terrible customer service and their employees are some of the worst I have dealt with. However, if they have a product I want, at a great price, that's where I am going. For me, it is about value for my money, and if the product works, as advertised, I don't give a crap about the customer support. | | | No dictator, no invader can hold an imprisoned population by force of arms forever.
There is no greater power in the universe than the need for freedom.
Against this power, governments and tyrants and armies cannot stand.
The Centauri learned this lesson once.
We will teach it to them again.
Though it take a thousand years, we will be free.
- Citizen G'Kar | | | | Last edited: by TheMadMartian |
| | Registered: August 23, 2008 | | Reputation: | | Posts: 1,656 |
| | Posted: | | | | Quoting TheMadMartian: Quote:
Quoting Blair:
Quote:
It's funny how often this discussion gets back to the people who have had Profiler for a while saying that they have gotten their money's worth. What about all of the new people (the revenue that keeps things going, making your payment several years ago not relevant anymore) who bought Profiler because they heard about the online database? Would they have bought it if they knew they would be receiving a similar type of support from the online database as the arguments against general support mentioned here? (i.e.: you try to auto update your profiles from the online database, but instead of giving you want you want right away, it goes unresponsive to your request by not letting you connect for at least 2 years)?
As we are paying for the program, as well as access to the data, this isn't quite the same as bad customer support. I don't know a single person that purchased a product based on the customer support. Everbody I know purchases the product for what that product does and, if the product doesn't do what it is supposed to do, that is when then they complain...and with good reason. Computers. I make recommendations daily to people on what laptops/pcs to purchase and the company's customer support is key in my recommendations. I'm not going to recommend a product that the company has lousy service after the purchase. | | | Reviewer, HorrorTalk.com
"I also refuse to document CLT results and I pay my bills to avoid going to court." - Sam, keeping it real, yo. |
| | Registered: March 13, 2007 | | Reputation: | | Posts: 13,201 |
| | Posted: | | | | Quoting Alien Redrum: Quote:
Computers. I make recommendations daily to people on what laptops/pcs to purchase and the company's customer support is key in my recommendations. What, exactly, does this have to do with what I said?  Quote:
I'm not going to recommend a product that the company has lousy service after the purchase. I do it all the time. If the customer service is bad, I let them know, in advance, but if the product is great, and the price is right, they don't seem to care. | | | No dictator, no invader can hold an imprisoned population by force of arms forever.
There is no greater power in the universe than the need for freedom.
Against this power, governments and tyrants and armies cannot stand.
The Centauri learned this lesson once.
We will teach it to them again.
Though it take a thousand years, we will be free.
- Citizen G'Kar | | | | Last edited: by TheMadMartian |
| | Registered: August 23, 2008 | | Reputation: | | Posts: 1,656 |
| | Posted: | | | | Quoting TheMadMartian: Quote:
Quoting Alien Redrum:
Quote:
Computers. I make recommendations daily to people on what laptops/pcs to purchase and the company's customer support is key in my recommendations.
What, exactly, does this have to do with what I said? Calm down, killer. I'm just saying that you might not know a single person that purchased a product base on customer support, there are a bunch out there. I know plenty, mainly because of my recommendations. | | | Reviewer, HorrorTalk.com
"I also refuse to document CLT results and I pay my bills to avoid going to court." - Sam, keeping it real, yo. | | | | Last edited: by Alien Redrum |
| | Registered: May 26, 2007 | Reputation:  | | Posts: 2,878 |
| | Posted: | | | | I have friends who won't go to certain restaurants based on the service. They'll acknowledge that the food is great, but they didn't like the service so they won't go back. | | | If more of us valued food and cheer and song above hoarded gold, it would be a merrier world.
-- Thorin Oakenshield |
| | Registered: March 14, 2007 | | Posts: 762 |
| | Posted: | | | | The programs needs the users/contributors and that's why I think there should be more help and more participation from Invelos (Ken). |
|  | JonM | | Registered 28 Dec 2000 |
| Registered: March 13, 2007 | | Posts: 343 |
| | Posted: | | | | Quoting 8ballMax: Quote:
invelos is a "Mom & Pop" business run by 2 people, Ken and his wife Gerri. They have a single product line...a software program for cataloging DVDs...not a high demand product in any sense of the imagination. They have a few employees to act as screeners and forum moderators. To expect them to maintain a full-time presence in the forums to answer every single question posted here is unrealistic. The forums are here as a courtesy...not a requirement. Then why doesn't Ken have the balls to stand up and say to the community, "you know what, guys? I built the program, I like it, but I don't have the time to support it. Get on with it yourselves. Your lifetime license and the application are sold 'as seen'. See ya later. PS: I might update it occasionally, but only when I get bored, otherwise I have a life to live so have fun." But no, instead we get the illusion of a support system! Support Tickets? So far as tickets go, I've got a better chance of success with tickets for a Michael Jackson 2012 concert and he's dead. Like the support of this application. The thing that really pisses me off is the joke that the community can support themselves, yet in another breath you accuse Sam of not being experienced enough! How long has he been here? Just how long is the probation period? What chance have newbies in this largely intimidating and elitist forum? "Hi newbie, sorry you're having a problem. An arsehole will be along any moment to imply you should just sod off back under your brick, grow a brain and work it out for yourself. Come back in ten years and we might at least direct you to a 47 page thread about how to spell a title. And damn you to hell and back if you dare to submit a profile that doesn't adhere to all our rules! Thicko." Exaggerating? Maybe, but despite giving up on this weird club years ago, something keeps drawing me back. As Sam said, Profiler is awesome except it's not moved on at all in years and the discussions depressed me even before the bloody awful debacle about double-barrelled names. Those of you who bleat on about how it only cost $25 years ago should consider that actually, years ago, this software and even the forum had a great reputation. A new user paying $25 today will wonder what the heck they've paid for if they wander into these impenetrable threads. | | | Jon
"When Mister Safety Catch Is Not On, Mister Crossbow Is Not Your Friend."
 | | | | Last edited: by JonM |
| | Registered: August 23, 2008 | | Reputation: | | Posts: 1,656 |
| | Posted: | | | | Jesus Christ I think I'm in love with you, Jon. | | | Reviewer, HorrorTalk.com
"I also refuse to document CLT results and I pay my bills to avoid going to court." - Sam, keeping it real, yo. |
| | Registered: March 13, 2007 | | Reputation: | | Posts: 13,201 |
| | Posted: | | | | Quoting Alien Redrum: Quote:
Calm down, killer. I'm just saying that you might not know a single person that purchased a product base on customer support, there are a bunch out there. I know plenty, mainly because of my recommendations. No worries, it just sounded like you were answering a question...with computers as the answer...that I didn't think I had asked, so was just wondering. | | | No dictator, no invader can hold an imprisoned population by force of arms forever.
There is no greater power in the universe than the need for freedom.
Against this power, governments and tyrants and armies cannot stand.
The Centauri learned this lesson once.
We will teach it to them again.
Though it take a thousand years, we will be free.
- Citizen G'Kar |
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Invelos Forums->DVD Profiler: Contribution Discussion |
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