Stardock, The #1 Leading Desktop Theming Software Co.

Providing the finest desktop customization apps in the World, still much room for improvement remains.

https://www.wincustomize.com
from WinCustomize Forums

I have been a diehard fan, customer, & user of Stardock's Object Desktop & every other app they provide for 8 years now.  It has been so much fun collecting wallpapers, windowblinds themes, icon packages etc. and it makes my computer look totally cool and fun to use.  No doubt about it, Stardock is the yard stick by which all competing sites are measured and noone comes close to what Stardock has to offer. Congratulations Stardock!  But don't get complacent cuz other competing sites are on the move eager to capture your market share.

Being at the top of their game is an awesome achievement featuring the awesome artistic talents and technical skills of the very best artists and techies out their, while raising computer desktop modification apps. to a whole new level across America and the world.  Stardock is, what every competitor wants to be.  I love & appreciate the many great products sold and given away free by Stardock. But being on top and staying on top are two very different things.

However, on the flip side, there is still much room for improvement needed in several basic areas  of the Stardock organization with Customer Services and Technical Support topping the list while application documentation/instructions/troubleshooting guides runs a close 2nd. From what I have seen and read over the last 8 years, I don't believe the Stardock Company really pays much attention to its customers and their insightful, hands-on feedback, since so little in terms of Stardock's internal framework  has changed/improved over the years.  It is the artists, technicians and customers that make Stardock what it is today.

At some point in time however, someone will catch on and catch up to Stardock and knock them off their pedestal by providing those critical aspects overlooked by the Stardock team.  The Stardock Team is not known for its friendly staff, eager to help their customers. They don't even say thank you at the end of their emails.  

I hope they see the light and begin implementing  targeted changes that will really demonstrate how they put their customers 1st.  Until then, they will remain a below-average company offering really great products created by some very talented people.  I hope so.....  They don't even provide a technical support phone line.  Have you ever tried to get someone from Stardock on the phone?  Very disappointing indeed.





 Thank you

 

 

 

3,006 views 17 replies
Sins of a Solar Empire II
Reply #3 from WinCustomize Forums Top

From what I have seen and read over the last 8 years, I don't believe the Stardock Company really pays much attention to its customers and their feedback since so little in terms of Stardock internal framework  has changed/improved over the years. 
End of quote

And I have to disagree.  I don't know of any other software (or game company for that matter) who listens more to it's customers and fans than Stardock.  I have seen people make a suggestion on the forums and have it implemented into an app in less than two days.  The transition away from Impulse has been challenging, I can't argue against that, but to say for 8 years that SD has been ignoring people is pure nonsense.

 

Reply #4 from WinCustomize Forums Top

The Stardock Team is not known for its friendly staff, eager to help their customers. They don't even say thank you at the end of their emails.
End of quote

I have to disagree with you on this.  It has always been my experience that when I have identified either a problem with my account or a piece of software that the response from the staff has always been friendly.  Do we always get the answer in response to our question that we like, of course not.  I don't know that happening with any company. 

Reply #5 from WinCustomize Forums Top

Island Dog, If you read my post more carefully, I stated I didn't believe "they paid that much attention....." I never said they ignored their customers. Those are  your words, not mine. Having been in the industry for 30+ years, I know of many great companies out there who provide outstanding customer support most provide a help line where one can actually speak with a technical support rep. unlike Stardock where you can't even get a person on the phone.  None of this one sentence of support and two days later, then another sentence of support.  Certain aspects of Stardock's technical support is terrible.  Whenever Stardock implements a change in only two days time :grin: :grin: :grin: :grin: , it's usually due to a systemic technical issue effecting some application.  Pay attention dog! and please don't misconstrue my words and/or meaning.

Thanks

Reply #6 from WinCustomize Forums Top

Saying SD doesn't pay attention to its customers is basically saying they are ignored, and with all due respect sir, you are wrong.  You can phrase it how you like, but I can see the edits you are making to your posts.

I have been here for many, many years even before I started working for Stardock.  And yes, I have seen in my time here countless instances of the devs going to great lengths to incorporate box fixes and new functions based off user feedback.  Not everything can be done though, but I'm not letting that slide.

 

Reply #7 from WinCustomize Forums Top

I think what this person is saying ID is valid to a certain point though. For instance, over 2 years ago I told someone at Stardock of bugs in the program that converts .msstyles to WB, to date they have not been fixed. There are numerous threads on the site that deal with issues in SKS and WB that have never been acknowledged or fixed yet also. For instance this recent thread reports a lot of issues, https://forums.wincustomize.com/409965 . It just gets a bit frustrating at times to report bugs and months or years later those software bugs still exist. It would be nice to have more active interaction on bug fixes. :)

Reply #8 from WinCustomize Forums Top

They don't even provide a technical support phone line.
End of quote

I actually used to have a number for Stardock Support, did that get taken away?

I remember calling it and being asked if I wanted to hear a cow moo, or something like that, while on hold. It always put a smile on my face.  :moo:

Reply #9 from WinCustomize Forums Top

I must somewhat agree with Lightstar. The helpdesk system is awful and slow to respond and the whole thing of your ticket going to the bottom of the stack if you add information to it. I dont care how you slice it, that is plain wrong and it has pissed off its fair share of customers.

Now, on the other hand, once you DO get support it is generally good UNLESS you communicate via the ticket system then it all goes to hell again.

 

Reply #10 from WinCustomize Forums Top

while application documentation/instructions/troubleshooting guides runs a close 2nd.
End of quote

I've always ranked this a disappointing first.

Reply #11 from WinCustomize Forums Top

Quoting LightStar, reply 7
For instance, over 2 years ago I told someone at Stardock of bugs in the program that converts .msstyles to WB, to date they have not been fixed. There are numerous threads on the site that deal with issues in SKS and WB that have never been acknowledged or fixed yet also. For instance this recent thread reports a lot of issues, https://forums.wincustomize.com/409965 . It just gets a bit frustrating at times to report bugs and months or years later those software bugs still exist. It would be nice to have more active interaction on bug fixes.
End of LightStar's quote

ALL valid points in my humble opinion, especially concerning SKS. I suppose from the perspective of those who don't use the app, fixes/updates/etc. aren't a priority but from the perspective of a WB skinner (or potential WB skinner), yeah, it is a big deal...and has been for awhile now.

Reply #12 from WinCustomize Forums Top

At some point in time however, someone will catch on and catch up to Stardock and knock them off their pedestal by providing those critical aspects overlooked by the Stardock team.
End of quote

That's quite unlikely.  GUI customizing [skinning] is still a niche industry as whilst SD's apps may be more popular so, so many of the early skinnables have become extinct.

The only poor attempt at a competitor was that 'dll hack' called msstyles attempting to usurp Windowblinds .... however the people behind THAT 'product' were revealed to be simply morally deficient, the 'program' was systematically broken with each and every OS service pack release, and eventually anything pretending to serve as a 'help desk' or Forum simply disappeared.  It still has [some] proponents but is so inferior to Windowblinds that it is irrelevant.

Anecdotally, with ANY Company's practices instances can be found where service and/or responses are less than ideal.  Forums such as these on Wincustomize.com, being the public feedback of/for Stardock will always magnify the general perception of 'failings', simply because it's not human nature to expend the same times and efforts with positive feedback where warranted.

 

Re thread editing, it's a two-edged sword, as once the initial OP is responded to - and then it's altered it often makes the responses meaningless or seemingly an over-reaction.

I'd rather they couldn't be altered without Admin/Mod intervention...;)

Reply #13 from WinCustomize Forums Top

Quoting LightStar, reply 7
I think what this person is saying ID is valid to a certain point though. For instance, over 2 years ago I told someone at Stardock of bugs in the program that converts .msstyles to WB, to date they have not been fixed. There are numerous threads on the site that deal with issues in SKS and WB that have never been acknowledged or fixed yet also. For instance this recent thread reports a lot of issues, https://forums.wincustomize.com/409965 . It just gets a bit frustrating at times to report bugs and months or years later those software bugs still exist. It would be nice to have more active interaction on bug fixes.
End of LightStar's quote

Issues in the msstyle to WB convertor will not be fixed as it was developed by an outside contractor who no longer works with Stardock and while Stardock have the code it is in an old version of Delphi which Stardock do not have.  XP msstyles are also somewhat old now.  We do not sell that tool and it is not a feature of any of our products.  It is simply out there for those who might want to use it.

On the other issues, I was not aware of that thread and will be looking down the list of issues to see what needs addressing.  It is important to note that sometimes people get confused with limitations in Skinstudio and assume they are a bug in that or WB when in reality it is a limitation of the OS.  One good example of this is the bottom of the startmenu on Windows 7.  The same part is used in two different modes, but thats an OS limitation not a SKS or WB bug.

Reply #14 from WinCustomize Forums Top

I should stress that the outside contractor did not leave Stardock due to any issues with their code.  Sometimes people just move on.

Reply #15 from WinCustomize Forums Top

Quoting Phoon, reply 9
I must somewhat agree with Lightstar. The helpdesk system is awful and slow to respond and the whole thing of your ticket going to the bottom of the stack if you add information to it. I dont care how you slice it, that is plain wrong and it has pissed off its fair share of customers.

Now, on the other hand, once you DO get support it is generally good UNLESS you communicate via the ticket system then it all goes to hell again.

 
End of Phoon's quote

I have to agree the system that puts people to the bottom of the stack just because they replied to a pending ticket is stupid.  I believe a third party solution is used and I have been told that was a limitation of the system though I do not know if newer releases have fixed that.

Logically it should not alter the position of the ticket in the queue if a reply is made to a ticket that was already waiting for a Stardock reply.

The problem gets compounded when support get extra busy as the chances of someone replying goes up and the additional delay this causes also goes up.  You end up with very upset customers who feel they are being ignored.

Reply #16 from WinCustomize Forums Top

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Reply #17 from WinCustomize Forums Top

Quoting Neil, reply 14
I should stress that the outside contractor did not leave Stardock due to any issues with their code. Sometimes people just move on.
End of Neil's quote

Thanks Neil, I appreciate the information as I did not know that.  But it would have been nice to know that two years ago when I mentioned it. :)