OT: PIM Software Support and Responsiveness

Posted by Stephen Zeoli
Jun 10, 2015 at 12:57 PM

I’ve experienced silence from a developer after encountering a major issue. I used to use Sandvox by Karelia Software to manage a website. The software was easy to use and did what I needed it to do, but something (don’t remember the trigger now) caused it to stop working. I presented my problem on both the user forum and via e-mail to support and got nothing but crickets. After a week with no reply in either venue, I dumped the software and moved on. That sad customer service is one reason I’m hesitant to adopt The Hit List (which Karelia acquired last year or so).

I can understand that a developer might find it too overwhelming to respond to every suggestion or question, but they should tell you that, either with an automated response or right on the support page. Simple silence just makes me think that I don’t matter to them, and when that’s the case, I dump the software ASAP.

Steve Z.