Don't Buy This Product

[SirGarfield]

Customer service does not respond. Read forums. Some people have waited to hear back from them for over 2 weeks. I am at two weeks. They have no phone number for tech support and ask you to contact them via e-mail. Here is a copy from their website:


Email SnapStream Support
Please follow the appropriate instructions below to send us a request for help via email. We'll respond to your email in one to three business days. Many issues are handled within 24 hours

This is a lie and I have been waiting for over a week with no response.

I dont expext them to keep this post on the site long so please read fast.

[geoffstewart]

Is there something we can help you with?

[cfaslave]

Originally Posted by SirGarfield

Customer service does not respond. Read forums. Some people have waited to hear back from them for over 2 weeks. I am at two weeks. They have no phone number for tech support and ask you to contact them via e-mail.

You might browse this thread for some possible ideas of why you are not getting a response. I've never heard of a 2 weeks wait even when SS was way behind. I'm guessing it was blocked by spam blocker or something like that. What was your ticket number? What date did you submit the ticket?

Better yet, what is your issue? Anything the forum community might be able to help you with?

[Crooze]

Originally Posted by SirGarfield

Customer service does not respond. Read forums. Some people have waited to hear back from them for over 2 weeks. I am at two weeks. They have no phone number for tech support and ask you to contact them via e-mail. Here is a copy from their website:


Email SnapStream Support
Please follow the appropriate instructions below to send us a request for help via email. We'll respond to your email in one to three business days. Many issues are handled within 24 hours

This is a lie and I have been waiting for over a week with no response.

I dont expext them to keep this post on the site long so please read fast.

Which is it? Have you been waiting for over a week or two weeks? Could their response to you been caught in a spam filter? Could there be any other possible reason? Keep in mind for every post you read on here were someone is having a problem there are probably 3 or 4 other people who are not having any issues at all. Do not exclude the fact that they also provided this forum for your post. I guess what I'm trying to say is.... Calm down a little... Stuff happens... Maybe you were over looked... Maybe they're a little short staffed at the moment since it is the holiday season. Taking your post into consideration... Maybe now they just don't want to help you.

[thundermax]

so you didn't see the phone number on this page?

http://www.snapstream.com/contact_us/contactus.asp

or try the other email addresses?

While I agree 100% that it is frustrating when you do not get a response, it is sometimes neccesary to try other ways. Call the number to order BTV, and when you get a person ask for support. The forums are a great way to get attention too, but try posting your actual problem rather than whining about no one responding.

There is a good chance one of us can help you.

[kampswas]

Funny one post and no response. I have enjoyed the product.

[tscales]

It was 'over a week' in the other thread that he posted in (his only two posts).

Not posting the actual problem is number one on David Letterman's Top Ten list: "How to identify a Troll"

[gsinpei]

Try it, you might like it! then BUY IT!

[bnflaherty]

Well -- the email address you provided for the Forums -- does not pull up any open Tech Support tickets.

IF you used an alternate address -- or have the ticket number handy -- feel free to PM me that info and I can certainly look into it.

[Papa Smurph]

Originally Posted by SirGarfield

Customer service does not respond. Read forums. Some people have waited to hear back from them for over 2 weeks.

By "Some people" I guess you mean yourself and kwatson (from the other thread you posted in)? You're right, two data points does make for an obvious trend! I mean, Snapstream can't have thousands of customer can it? And there is also no way that a mistake could ever be made by a person; I'm sure you've never made a mistake.

Look, I have some problems with Snapstream's software, some bugs and things. Lots of people do, that's the nature of the beast with this stuff. But, Snapstream addresses those issues with time (BeyondMedia notwithstanding), and tech support can often hit "busy times" when a flood of problems come in, esp. after a new release. Be a little bit forgiving. You'll attract a lot more help from calm, considerate requests than from angry accusations and name calling.

[63supercobrajet]

I personally havent had any problems with BTV, but then again I haven't had to get any support for over 2 years since when I first bought it. which to me is what a good product is.
but ya, like everyone else suggests POST your problem in detail, it can't hurt and atleast you'll get various responses.

Good Luck.

[mlomker]

I sent an email to orders@snapstream.com on 12/1 and haven't gotten a response, either. There wasn't an autoresponse so I don't have a tracking number or anything.

Their contact page only mentions 'order support' by phone and suggests using email for technical support. I bought my copy through retail and not direct.

In this case I don't care very much because I finally found an answer to my question on this board. On the other hand I just nodded my head when I saw this post show up the other day...the guy has a point.

[nanook105]

Originally Posted by mlomker

I sent an email to orders@snapstream.com on 12/1 and haven't gotten a response, either. There wasn't an autoresponse so I don't have a tracking number or anything.

Their contact page only mentions 'order support' by phone and suggests using email for technical support. I bought my copy through retail and not direct.

In this case I don't care very much because I finally found an answer to my question on this board. On the other hand I just nodded my head when I saw this post show up the other day...the guy has a point.

The auto responses are sometimes captured by your spam filter

[thundermax]

Originally Posted by mlomker

Their contact page only mentions 'order support' by phone and suggests using email for technical support.

so call 'order support' and ask for tech support, it really isn't as complicated as some of you want to make it

[mlomker]

Originally Posted by thundermax

so call 'order support' and ask for tech support, it really isn't as complicated as some of you want to make it

I think you're missing the point. The real issue is one of corporate attitude and not of actually solving the problem. As I stated in my post, I figured my issue out on my own or else I would have been more persistent.

By not having a published tech support phone number and not responding promptly to emails they set a tone. I always look through Yahoo's spam box before I empty it.