Re: Smith Micro Customer Service Sucks

This WebDNA talk-list message is from

2008

It keeps the original formatting. numero = 70126
interpreted = N
texte = DanYou are not alone, I was having trouble registering a product and got so frustrated with their customer service that I asked for a full refund. They obliged immediately without hesitation.Company policy ? "Easier to refund than help"On 12/04/2008, at 1:12 AM, Dan Strong wrote:> Well, I guess I spoke too soon about the supposed "new direction" of > Smith Micro recently. If you recall, I begrudgingly posted some > praise for their acquisition of eFrontier (makers of Poser, etc.) > and also noted that their stock has done well very recently.>> Anyhow, so I received an email from SM giving me a 20% discount with > them, so I decided to buy the latest version of Poser since I've > been planning to do it anyway and I could really use it on a current > project. I opted to pay extra for ** OVERNIGHT SHIPPING **, I > repeat, O-V-E-R-N-I-G-H-T SHIPPING. That was 2 days ago. No product > arrived.>> So I called this morning to see what was up and am informed that the > software is on back-order. Huh? I was not informed of that when I > placed the order, otherwise I wouldn't have purchased it, or, I may > have just opted for an instant download since I need it sooner > rather than later.>> So I ask when I can expect it. As soon as they receive it, they'll > ship it overnight to me. Huh? I ask them if they can just have their > source drop-ship it overnight directly to me and they say no. I say > I want to cancel the order and they do. They don't offer to let me > download the product, in fact they don't make any overture to try > and solve the problem and/or keep my business, they just cancel the > order. Huh? How is any of this sane, or more importantly good > customer service?>> When I pay for overnight shipping, I WANT IT TOMORROW, you know? > Waiting an indefinite amount of time for an "overnight shipment" is > stupid and borders on false advertising.>> I will be posting this same rant to the Google and Yahoo finance > message boards for their stock as soon as I get done here.>> Fucking idiots.>> -------------------------------------------------------------> This message is sent to you because you are subscribed to> the mailing list .> To unsubscribe, E-mail to: > To switch to the DIGEST mode, E-mail to >> Web Archive of this list is at: http://webdna.smithmicro.com/-------------------------------------------------------------This message is sent to you because you are subscribed to the mailing list .To unsubscribe, E-mail to: To switch to the DIGEST mode, E-mail to Web Archive of this list is at: http://webdna.smithmicro.com/ Associated Messages, from the most recent to the oldest:

Re: Smith Micro Customer Service Sucks ( Stuart Tremain 2008)
Re: Smith Micro Customer Service Sucks ( "Dan Strong" 2008)
Re: Smith Micro Customer Service Sucks ( David Ellsworth 2008)
Smith Micro Customer Service Sucks ( "Dan Strong" 2008)

DanYou are not alone, I was having trouble registering a product and got so frustrated with their customer service that I asked for a full refund. They obliged immediately without hesitation.Company policy ? "Easier to refund than help"On 12/04/2008, at 1:12 AM, Dan Strong wrote:> Well, I guess I spoke too soon about the supposed "new direction" of > Smith Micro recently. If you recall, I begrudgingly posted some > praise for their acquisition of eFrontier (makers of Poser, etc.) > and also noted that their stock has done well very recently.>> Anyhow, so I received an email from SM giving me a 20% discount with > them, so I decided to buy the latest version of Poser since I've > been planning to do it anyway and I could really use it on a current > project. I opted to pay extra for ** OVERNIGHT SHIPPING **, I > repeat, O-V-E-R-N-I-G-H-T SHIPPING. That was 2 days ago. No product > arrived.>> So I called this morning to see what was up and am informed that the > software is on back-order. Huh? I was not informed of that when I > placed the order, otherwise I wouldn't have purchased it, or, I may > have just opted for an instant download since I need it sooner > rather than later.>> So I ask when I can expect it. As soon as they receive it, they'll > ship it overnight to me. Huh? I ask them if they can just have their > source drop-ship it overnight directly to me and they say no. I say > I want to cancel the order and they do. They don't offer to let me > download the product, in fact they don't make any overture to try > and solve the problem and/or keep my business, they just cancel the > order. Huh? How is any of this sane, or more importantly good > customer service?>> When I pay for overnight shipping, I WANT IT TOMORROW, you know? > Waiting an indefinite amount of time for an "overnight shipment" is > stupid and borders on false advertising.>> I will be posting this same rant to the Google and Yahoo finance > message boards for their stock as soon as I get done here.>> Fucking idiots.>> -------------------------------------------------------------> This message is sent to you because you are subscribed to> the mailing list .> To unsubscribe, E-mail to: > To switch to the DIGEST mode, E-mail to >> Web Archive of this list is at: http://webdna.smithmicro.com/-------------------------------------------------------------This message is sent to you because you are subscribed to the mailing list .To unsubscribe, E-mail to: To switch to the DIGEST mode, E-mail to Web Archive of this list is at: http://webdna.smithmicro.com/ Stuart Tremain

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Re: Smith Micro Customer Service Sucks

2008

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