30 Free support

[Mark Evenden]

I bought my catalog, installed it, played with it, eventually finished it...........published it.....configeration problem.....rung Actinic, only to be told my 30 day free support had expired a day or so earlier.

Would it not be a little more customer friendly if the free support was in the form of say "three phone calls" rather than a specific time period.

I am sure not everyone uses it from the moment it arrives on the door mat, I agree that it is in the terms and conditions when you install the software, but then so is much more that I didnt read!

Dont get me wrong, I think its marvelous, but we all need a little help, which I feel could be more flexable especially for those of us with little knowledge.

[pinbrook]

well its the same as when your video breaks the day after your 12 month guarantee expires.

[Mark Evenden]

With respect it not at all the same.

Basic configeration problems may not appear difficult to those, who have done it several times, with training or who are in the IT business, however for those of us who openly admit to not having much of a clue, 30 days is not very long and I feel inapropriate. Had this information been splashed across the box, or detailed on the invoice, then I might just of made it on the 29th day, but it is not.

I doubt if anyone would buy a video if it only had a thirty day warrenty, would they? But I dare say if you went into Dixons eleven months after you bought it and said "what does this button do?" They would probably tell you with out a charge.

There is nothing at all wrong with my software, its me with the problem!

It is general in sales these days that if you telephone to buy something the phone is picked up first ring, but for aftersales service you are put on hold........

[pinbrook]

My comment was referring to the fact that with all support/warranties there is always the issue when the product fails on the day after expiry.

[Mark Evenden]

...It hasnt gone wrong!!!!....... of that I am convinced.

[Jan]

You can still get support, but you have to do it by email. There is a form in the support section of the web site that you can fill in.

The other thing that you can do is to post your problem on this forum and you usually get a answer really quickly.

Most software comes without free support - Microsoft products for example. However I agree that if you are going to get support then 30 days after installation would be better than 30 days after purchase (if that is what you got).

Regards,

[djferros]

free support?

I didnt even know there was free support!
What are the conditions & phone (UK) numbers please?
Des
________
Chicago assembly

[webyourbusiness]

Mark,

did you purchase the software direct from Actinic UK?

I'd have to say - we (the developers and resellers in general), are and always have been, better supporters of our customers than the software company themselves. (dons his flame-proof vest)...

We (the resellers and developers) - have supported our customers and this company through thick and thin - we have endured the changes of policy and the staff turnover and for the most part, shielded our customers from the turmoil that was Actinic software.

Many customers think they get a better "deal" if they buy direct from the source (not just Actinic) - I have to say that you don't. It's a complete misconception - local or other resellers will often provide a better service, ESPECIALLY if you purchase additional services (like hosting or marketing, site setup or even a domain) - why? Because we have an ongoing relationship - a future income from you - not just a single software purchase.

That isn't to say that you won't get support buying directly, but in general, their terms of support are firmer - they have to be - they have no idea if you'll upgrade, buy more licences etc, so they have a support model based on their "typical" customer - as do we - the biggest difference is that I know that our customers will spend money with us in the future - it's a 99% guaranteed statistic - not so on the software sales side of things - most stores don't upgrade in our experiences - not since v3 - v4 anyway.

So.. don't get mad about it - get smart - buy from a reseller!

Greg @ Web Your Business.

[Infolink]

I agree with Greg,
The resellers like us are using the s/w every day doing all sorts of things that you may not even have thought about trying!

That's what the forums are for, asking about things!

So why not actually tell us what the problem is you have and see if we can sort it out for you!

Phil

[Mark Evenden]

I bought my copy from Easyspace for two reasons, ignoarnce and it was £50 plus VAT cheaper than buying direct from Actinic.


As is clear from the posts here others are unaware of the free suport period, because it is hidden in amounst the terms and conditions you "dont" read when installing any software.

If the words "30 day free manufacturer suport" were on the box there would be no excuse. But manufacturers in general do not promote negative selling points!

I think there is room for improvement especially as you rightly point out catalog customers may progress to other products later, or following a bad experiance go elsewhere.

I do not accept Actinics claim that paid suport policies sudsidise the product in the first place, that is unfair on those that do buy suport.


That said, I was impressed with Actinics rapid respone and resolution of my problem once I posted it on here.Thank you for that.

I realise that most problems are through the users lack of expertise, but Actinic, thats when you should be there for us.

[webyourbusiness]

Originally posted by Mark Evenden
I bought my copy from Easyspace for two reasons, ignoarnce and it was £50 plus VAT cheaper than buying direct from Actinic.

You bought something you might need support on from a "box-shifter" - that's like buying a car from your supermarket. You're now reliant on the limited support from the manufacturer

Honestly, if you bought on price alone, that's what happens - then everyone else as a reseller gets to support you for free? With a tangible good (not software), you would be COMPLETELY out of luck in most cases. You might find support forums, websites, user-groups, lists (both mail and email) - as you have here - but relying on that support isn't going to be 100% reliable - you're gambling - there is the potential to lose.

You're very lucky that a support forum like this exists AT ALL - you'll likely get help, and not learn the lesson that how, and who you buy from has an impact on the service level you can and should expect from your supplier. The manufacturer isn't always duty bound to supply you free support. Sorry, you made a bad choice - sorry, there is nothing to excuse it - sorry, you're out of luck.

On the question of whether Actinic could or should have a "number of calls" support system - I'm guessing that they have been doing this since v1, and have based their model on what works best for the vast majority of the purchasers - this approach will ALWAYS leave a minority outside the curve - you're it! Debating whether they could or should change their support model to include you is likely to be futile - trust me - we've tried it... rules is rules! They may take a review of this every once in a while, but don't bank on change - if they do, they'll likely exclude existing purchasers - but hey, who knows!?!

I'm sure you'll get free support in this forum, but you have to realise that you can't nickel and dime yourself into a corner and someone will come and bail you out for free. Choices have consequences - you just found that out.


Greg Hewitt-Long

[Mark Evenden]

Well you are a bundle of fun and totally missing the point, which was, that I felt the current free suport is inadequet and poorly prompoted.

Before purchasing the product I spoke to Actinic sales several times and was not told about the 30 days, nor did I enquire about it, this was because when I had the trial version, I rang four times and was well suported, I had no reason to believe this came to an end at 30 days from invoice.

I also enquired of the Actinic sales people if the product from Easyspace was any different from the product they sell, and was told that it was not.

I dont really see why you feel the need to try and make me look stupid.

I have since bought a suport package from an Actinc reseller (promted on this site)which on the surface appears no different to their own for £95 plus VAT

Feel free to mock.

[Infolink]

Mark,
To be honest what you are doing here is just whinging - OK you bought it from wherever coz it was cheaper - however, I just opened a copy of V6 and on the top above the cd and manual are a number of sheets of paper.
The second one down says "Actinic cover" as a header.
The second sentance says "Actinic offers 30 days free telephone tehcnical support from the date of purchase." Then it gives you the number............

If you can't even be bothered to look at the simplest of things like that I doubt you will ever really discover much use out of this or any software.

Phil

[Mark Evenden]

My box contains no such paper work.

You're comments (infolink) are inaccurate, insulting and arrogant.

Its not a case of as you put it not "being bothered"If its not there I doubt that even you could read it.

I have said all along that I have no real concerns with the product. I would not of bought it otherwise.... it is finished, published and four orders were recieved with-in thirty six hours. So I am chuffed.

I think I will leave it at that.

[garyhay]

I think everyone should lay off Mark. He came here for help and guidance not for an argument.

We all make mistakes with suppliers and we would all like free support forever on our purchases.

Good Luck with the Site