ADM Group Down?

Posted by Daly de Gagne
Aug 5, 2006 at 06:00 PM

Chris, I think you make good points.

In ADM’s case, I do not think there was an intent to provide poor service, or to ignore glitches, but rather a case of not tempering the vision with a hard-nosed sense of the here and now, and the need to to be taking care of business.

Ultra Recall has, on the other hand, always been responsive with actions as well as words to its customers. I think, from what has been posted here, recently, IdeaMason is another such program. Zoot and InfoHandler, the two programs I most use now, also have very good customer support.

Daly

Chris Murtland wrote:
>I think it’s worth noting the difference in levels of support between a product like
>Ultra Recall and ADM. There were many bugs in ADM that just kept being pushed aside for
>years even when development was in progress. It’s one thing to keep putting off adding
>a feature, but it doesn’t make sense to add new features while ignoring bugs.
> >In
>contrast, the Ultra Recall team squash bugs as fast as possible. I had one display
>glitch based on certain rare types of imported email messages, and they fixed the bug
>the SAME DAY. This far exceeded my expectation; I assumed at the very least they would
>need a few days to get around to it even if it was a simple bug to fix. Also, the rate in
>which they add new features and improvements to new features is really high, and the
>number of bugs is very low.
> >Finally, the UR guys are in constant communication with
>their user base via their forum, and it’s real communication based on user needs.
>Kinook obviously had a strong vision for their product as well, but I can’t see them
>ever doing something like basically saying “Skype integration is more important
>than getting errors when you manipulate your outline.” A focus on customers is
>crucial to any business, and I’m not too surprised that most of the folks who sang ADM’s
>praises at some point have now moved on to using other software. I personally don’t
>expect a high level of support or communication from all software providers - only
>ones who are in business. I use software that’s made by individuals or is just posted
>“as is,” and I can’t really complain in those cases; it’s just up to me whether the
>benefits outweigh any risks. Maybe ADM should just post their software as freeware or
>open source it if they can’t support customers as a business.
> >Chris