| Re: Customer Service Failure [message #1832 is a reply to message #1831] |
Sat, 03 August 2024 10:16  |
MichaelSB
Messages: 2
Registered: August 2024
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Junior Member |
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I have to agree with @atlas.
Their "so-called" initial response email never entered my inbox. A search result for CTM Info's send address in my inbox is in the attached image.
Second, they didn't bother to write to me directly, but only to this forum, which generates a "do-not-reply" email to my inbox. What a way to be accessible. I didn't even realise it was generated by the forum, only finding out with @atlas's reply.
Third, responding to a concerned attempt to get an answer by chewing me out in public and insulting my request as "improper" is not the way to address a vulnerable customer who has paid money into the dark and cannot get a reply for four days. What kind of attitude is that? Does your supervisor read these posts?
I initially replied to the "do-not reply" email by copying the "initial" CTM address, and kept my response private to avoid controversy. But this public dirty laundry doubles down on crappy service. When your customer has a problem, you help them out. You also understand that they shuold be frustrated when they cannot get a modicum of response.
In the meantime, the problem resolved by re-indexing. I had rebooted multiple times. But, the Mac software does not generate a customer service response, just pops up the browser window but does nothing. Their website customer service directs paying customers to the non-working software. And their "service messages" dont get delivered. So it's reasonable that someone should feel the need to shout at the wall.
Agree with @atlas. Good product, but poor service.
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