Jetsoft Art-Copy Treats Customers Poorly

  • Thread starter Thread starter Dennis Shiley
  • Start date Start date
D

Dennis Shiley

Before you buy any products from Jetsoft, you should be aware of their
response to my recent request. Early this year I upgraded my copy of
Art-Copy 6.2 to Art-Copy 7.0. I paid the $19.95 upgrade price by credit
card and downloaded the software.

I just purchased a new computer and asked tech support how I can move my
software to the new computer, or download another copy of 7.0. Their
response was I would have to buy the latest upgrade at full price. That
wouldn't be so bad except the upgrade price is from version 6.x. I've
already paid for an upgrade from 6.x. to 7.0

So much for Jetsofts customer service!
 
Jetsoft here.

Actually Dennis you can buy an upgrade from 7.0 to 7.5. You do not have to
buy from 6.x.

The link is here:
http://www.scanhelp.com/store/20Review.asp?ProductCode=ACUPFRM7x
$14.95

Not that bad.

But as our tech support asked you, how long should we keep old software
available for download? There has to be a cut off at some point. Many
software sellers have similiar policies to ours. Plus you had the option to
buy a CD if you weren't going to back it up.

And the vast majority of our customers talk about how great our customer
service is. I guess we can't please everybody. We even got a 2 page write
up in a 'magazine' called Panorama about how great our tech support and
sales support was just this past month.

And we clearly state during the order process that it is your responsibility
to back up your software. That if you lose it you may be forced to pay for
shipping or for your product again. We understand that this won't please
everybody, but we are up front about it during the order process. It isn't
like we hide it from the customer.

--
Thanks,

Clarence Klopfstein
PH: 513-528-6660
Fax: 513-528-3470
 
"We even got a 2 page write up in a 'magazine' called Panorama about how
great our tech support and sales support was just this past month."

Here is a follow up to my previous post.
http://www.polar.icestorm.com/scca/04fall.pdf

A review of our service starts on page 21.

--
Thanks,

Clarence Klopfstein
PH: 513-528-6660
Fax: 513-528-3470
 
Clarence,

I was just informed by Tech Support also that there is an intermediate
upgrade available, i.e., Art-Copy 7.0 to 7.5 for the price of $14.95.
However, I went back to your web-site again to verify what I remembered and
when I click on the link to "Buy Upgrade" no such option is shown, only the
upgrade from 6.x to 7.5 for $19.95.

Also, after several emails your tech support tells me I can probably just
copy the directories and files to the new computer because Art-Copy doesn't
write to the registry. If I had been told that in the first place I would
not have been so angry. However, I had a problem and the quick response was
"buy an upgrade". That's not the first thing you want to hear when you call
tech support. That's the response I would expect from sales.

Dennis
 
Dennis,
As posted originally.

http://www.scanhelp.com/store/20Review.asp?ProductCode=ACUPFRM7x

You were probably looking at the upgrades for consumer.

You do not want the consumer version, it would be a huge step backwards for
you.

When we released version 7.5 we split Art-Copy into two main versions.
Consumer and Business. Consumer was scaled back so we could offer a cheap
alternative for the people that didn't need the more expensive options that
are included in the Business version.

To put it bluntly, we needed a lower cost product to compete with Niccons
photocopier and various other products out there that each run about 20
dollars.

It is still 10 dollars more, but our software is worth the 10 dollars in our
opinion :) The better looking interface alone is worth the 10 dollars.

Just to repeat an upgrade to to the consumer version was not offered for 7.0
customers because it would be a huge step backwards.

Hopefully things are a bit clearer for you now. We take our customer
support seriously. And in this day and age when things are all being
transferred to low level tech support options, we feel that our support is
top of the line. And our customers have by and large agree'd. Even Gieco
can't get 100% satisfaction, and they have the little lizard to help.

--
Thanks,

Clarence Klopfstein
PH: 513-528-6660
Fax: 513-528-3470
 
Back
Top