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BabylonStill not getting how to treat customers
time to read 2 min | 372 words
Just got (after three weeks) a response to my issue with them:
The confirmation letter you received initially displayed this message : "This page is your proof of purchase. Please print and save it for future reference."
The responsibility of keeping track of your license details is yours.
Keeping track of user license and hosting it in our data base, consumes a lot of storage space, and demands the attention of a large crew of people, dealing with both software and hardware, and as I wrote before, this task is not free of charge.
So, basically they are saying it is my fault (correct) and that I should deal with it (wrong). I am talking wrong in making me a happy customer. Every other company that I did business with was more than happy to resend me the license details, sometimes several years after the fact. The fact that Babylon is treating a customer like this is amazing.
Hiding behind "it cost a lot of money" is a sad excuse for someone who know how this stuff works. My response:
I am aware of that, but you know what, that is not a nice way of getting repeated business.
And don't try to tell me that keep the user data cost a lot of money that you wouldn't spend anyway.
Frankly, I expect response times that are greater than three weeks and a far more civil treatment as a paying customer.
And don't try to tell me that keep the user data cost a lot of money that you wouldn't spend anyway.
Frankly, I expect response times that are greater than three weeks and a far more civil treatment as a paying customer.
More posts in "Babylon" series:
- (11 Jun 2007) Still not getting how to treat customers
- (10 Jun 2007) How to piss of paying customers
Comments
Did you really write them that you expected greater response times than three weeks? :)
Stop complaining... time to source a new alternative :)
Is Oren a popular Israeli name? Also, is Eini a common Israeli last name?
This is pathetic...I'll do the friggin work for them.
SELECT * FROM [Client Name Stuff] WHERE LastName = 'Eini' AND FirstName = 'Oren'
I could take this one step further with @@ROWCOUNT or just COUNT(*), but I guess I'll leave that alone.
this.Boycott("Babylon"); // LOL
I had the same experience with TimesheetPro from Sage Software. I need to reinstall after a machine crash and someone had password protected the setup.exe after a certain date (I had not had to re-install for several years).
Tech support didn't know the password so they sent me a zip and I installed only to find out it thought my key was invalid - which was a key for the current version!
The tech guy finally got me up and running - after two days of emails because I didn't want to pay $250 to renew my support contract.
Is this any way to please and keep customers?
Funny how companies make paying customers pay even more for problems caused by their copy protection.
The fact that they have a large database to register their paying customers is NOT for the benefit of the paying customers but it's for their own benefit. They could just have skipped the whole key/registration/copyprotection scheme and just let you use the software.
The fact that they first block you from using their software and then let you pay more to be able to prove that you're indeed entitled to using the software that you payed for in the first place sounds like a very subtle form of blackmail.
.
This reminds me so much of one of my favorite BOFH episodes:
http://www.theregister.co.uk/2006/04/13/bofh_2006_episode_14/
I agree that these replies could have been much better worded...
@Oren: Don't blame the whole company; they should certainly get rid of that guy, but their software is great :)
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