Anyone else?

from WinCustomize Forums
Having problems reaching Stardock for support of WB? I have emailed them and called them repeatedly on the phone trying to get someone to give me assistance with the crashing problems I'm having when running WB. I recieved one response from tech support asking for my system info (which I immediately sent them) only to recieve no further responses from them. Their telephone tech support and sales system is also a joke. I left a message there a MONTH ago and never got a call back. I have never gotten a person on the phone using their system. I am of the opinion after all of this that they simply came up with a product that works "sometimes" and began to market it without any regard for their customers what so ever. I'm embarrassed to have been taken in for my $30.00 by these people. ( I say people under the assumption that Stardock consists of more than just some guy in his basement with an answering system set up). I have asked them for a refund of my purchase price since I can not keep their program running on my system. I hope no one else is taken in by a pretty user interface, because it's just not worth the headache. If anyone has succeeded in contacting Stardock and getting help from them, please let me know how you did it.
4,236 views 11 replies
Reply #1 from WinCustomize Forums Top
Ouch, well if you go to the Stardock News Server and post a problem you usually get a response within a very short period of time. Either from Kris or Neal both of who will bend over backwards to try and help out. Or someone else who reads the board might have an answer to your problem. news://news.stardock.com/ Not to mention that there are a large number of people who read this board who have the ability and the desire to help out.
Reply #2 from WinCustomize Forums Top
Hey Flibber,

I don't know the exact details of the emails that were exchanged but I will say this. As a Stardock Employee we do try to answer all the emails and phone messages we get. Unfortunately we are human and sometimes email/messages get missed or are simply delayed. Our support person has already gone home for the day so I know that you will have to wait at least until tomorrow for a response. As far as your refund request...Our sales person called in sick today. I don't know if she will be in tomorrow or not. But as soon as she gets back I am quite confident that she will respond to your email in a timely manner.

As suggested by Grog you can always try posting your problem on our new server or you can post your problem here and maybe some of our fine users will be able to offer some advice.
TouchTasks - Access tasks with ease on Windows touchscreens.
Reply #3 from WinCustomize Forums Top
Thank's Grog for your reply. I have no doubt at all that I could recieve assistance through other channels than Stardock. It's more the principle of the thing, backing up a product. T-man, I appreciate that it can take a while to get back to someone, but my first contact with Stardock was over a month ago now and as I said, when they asked me for system specifics I sent them and got no response what so ever from them. I understand that this is surely not your personal problem. I have worked before for companies that would ignore clients for very long periods of time if they didn't have an adequate answer for them, they just didn't want to have to refund any money to anyone and I couldn't stand it. Needless to say, I work for myself now and I expect the same treatment from a company that I give my money to as I would give my own customer.
Reply #4 from WinCustomize Forums Top
Flibbertygibbets...[I like that name...]...
A person's perception of a situation or company [in your case] is clearly from personal experience and will often be flawed, being tainted by unfortunate or odd circumstance.

Here's an analogy...
3 men on a train crossing the border from England into Scotland....
In a field is a black sheep.
The first man says..."all sheep in Scotland are black"
The second man replies, "no, at least one of the sheep in Scotland is black"
The third man quips..."Well, actually, all you can safely say is that at least one of the sheep in Scotland is black on at least one of its sides".

Although your personal experience may be 'less than satisfactory', if you give Stardock [and Windowblinds] a chance you may just be pleasantly surprised...
Reply #5 from WinCustomize Forums Top
Actualy the News Groups are an Official Stardock Channel, give it a shot, I have been dealing with Stardock for I think over 4 years now and they have allways been extreemly responsive to any and all problems, no matter how strange or isolated. They have even gone so far as to create builds of Windowblinds for a problem that only one person has had. On the news groups you will find the programers and the customer service folks at allmost anytime of the day or night. Every once in a while I'm sure that something slips through the cracks but that in my experiance has been the exception and not the rule with Stardock. Good Luck.

Chris

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Reply #6 from WinCustomize Forums Top
In my personal dealings with Stardock, they have always responded. I know they will take care of you. Listen to the others regarding Windowblinds. We all love it and I'm sure you will too. T-man is a good respondent and I know he will do what is necessary to help you.

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Reply #7 from WinCustomize Forums Top
I have to say that I never expected so many gracious responses, especially to a complaint. Thank you all very much.
Reply #8 from WinCustomize Forums Top
Flibber, I wasn't able to locate anything under the email address that you are using here. For the email thing, it is possible that it was sent off to second level support and, if they didn't find a solution, may still be floating around. Please email your problem directly to me at: [email protected] and I will look into it.
Reply #9 from WinCustomize Forums Top
ROTFLMAO.....

This is the first time I ever laughed at this site...great job, guys..

But you are taking a chance on a tender subject here..

Here is my .02 on a suggestion, take it for what its worth..

You have a lot of new users with very limited knowledge of how WB and ODNT works... Why don't you put a Problem window in the column on the left or right side where they can get help? For instance..
1) A link to an FAQ page..
2) A email link if you have a problem with....This
3) A email link if you have a problem with....That
I think you get the drift.... That way you can eliminate some of the simple problems and deal mainly with the more complicated one, and get it in the hands of the right people faster.

But you guys know more about that than I do. This is just a thought that came to mind...

Have a great day....

Reply #10 from WinCustomize Forums Top
That stuff exists on www.stardock.com. We would have to offer support for all the apps (not just Stardock apps) if we put links on WinCustomize. Our support info is available at www.stardock.com/support for Stardock products. The actual "support" problems should be directed at Stardock, not at WinCustomize. Questions about the WinCustomize site, how to skin apps and general skinning and customization questions are what should be directed to the message board here.
Reply #11 from WinCustomize Forums Top
I didn't know that Angie. Thanks for pointing that out to me.. I'll keep that in mind if I ever have a problem with the Stardock apps...

Have great day