Attention / Important
I have purchased ConceptDraw V Standard from the Internet for USD149.00 in November 2004.
I was quite happy with the software until my Mac crashed two weeks ago and with it I have lost all the software.
Now since over one week I try to get in contact with the ConceptDraw company to get a copy of the software but nobody is interested to answer…what about after sales service, or the “famous” customer service = customer is everything….yeah right, sorry to say, but I slowly going in the direction of supporting pirate software…why should I pay a lot and nobody takes care…right? With the pirate software I would pay less and get as well less-no support.
My recommendation is, when you don’t need support ever, you might be ok with ConceptDraw otherwise get an other one and even a better one cheaper.
22th May 2007 Rene Forster
reneforster Wrote:Attention / Important
I have purchased ConceptDraw V Standard from the Internet for USD149.00 in November 2004.
I was quite happy with the software until my Mac crashed two weeks ago and with it I have lost all the software.
Now since over one week I try to get in contact with the ConceptDraw company to get a copy of the software but nobody is interested to answer…what about after sales service, or the “famous” customer service = customer is everything….yeah right, sorry to say, but I slowly going in the direction of supporting pirate software…why should I pay a lot and nobody takes care…right? With the pirate software I would pay less and get as well less-no support.
My recommendation is, when you don’t need support ever, you might be ok with ConceptDraw otherwise get an other one and even a better one cheaper.
22th May 2007 Rene Forster
Dear Rene,
Generally CSOdessa offers 48 hours free technical support for all our users, and in case of delay we would ask and thank you for the patience.
We are now preparing for big event - the release of ConceptDraw 7 and have lots of work connected with this process and maintaining current users.
I understand that this upset you, we are sorry for the inconvenience. Please check your mail for the information you requested.
Dear Julia
Thanks for your response and the help to get my problem solved.
Rgds
Rene
Hello Rene,
reneforster Wrote:I have purchased ConceptDraw V in November 2004.
I was quite happy with the software until my Mac crashed two weeks ago and with it I have lost all the software.
quite understandable - If I had used a software for that long with no complaints I would feel the loss as well...
reneforster Wrote:Now since over one week I try to get in contact with the ConceptDraw company
You picked the wrong time, even though there should not be a wrong time at all. At least in this community your complaints are in the right place and as you see: the folks down in Odessa helped you right away. I doubt it, if a cheaper product would have had such a helpful response for a 2004 customer...
reneforster Wrote:My recommendation is,
Mine would be to save your breath and think before insulting the software engineers and the rest of the team from Odessa!
As sympathetic as I feel for your loss, I do not understand, why you had to post the same letter on all these different sites:
http://www.giveawayoftheday.com
http://www.versiontracker.com
etc.
For a grown up it looks more like revenge to me than missing service...
Have a nice day,
Gerhard Trimpin
(who likes the idea to use a software that long without any complaints!)
I know that a system crash and the rebuild is an awful experience, having just got over one two weeks ago. To my mind the comments reflect the angst of that experience rather than anything I have seen of the ConceptDraw products or people.
Living in New Zealand and using a lot of software from US companies with no local support means relying on overnight responses to problems due to time zones. Therefore getting a poor or sloppy response to a problems means effectively a 48hr turn around and really high blood pressure. Not something I have experienced from the ConceptDraw people.
Surely the issue here is a lack of backup from the user, as in an emergency you can download a trial version of the current software and run that. I have not read the license agreement, but the norm is 12 months support unless you are paying an annual support fee.
I do not know many companies that would offer support this long outside of the EULA, if the user lost his software (disks or downloads) for a three year old version of the software.
reneforster Wrote:Attention / Important
I have purchased ConceptDraw V Standard from the Internet for USD149.00 in November 2004.
I was quite happy with the software until my Mac crashed two weeks ago and with it I have lost all the software.
Now since over one week I try to get in contact with the ConceptDraw company to get a copy of the software but nobody is interested to answer…what about after sales service, or the “famous” customer service = customer is everything….yeah right, sorry to say, but I slowly going in the direction of supporting pirate software…why should I pay a lot and nobody takes care…right? With the pirate software I would pay less and get as well less-no support.
My recommendation is, when you don’t need support ever, you might be ok with ConceptDraw otherwise get an other one and even a better one cheaper.
22th May 2007 Rene Forster