SOUNDSPECTRUM SUPPORT

Post by **BTT** » Tue Jul 17, 2012 5:06 pm

SoundSpectrum Support

There is a very serious issue with SoundSpectrum support regarding the lack of/ or no response (most likely) to customers requesting support for SoundSpectrum products. This not only applies to customers without whom SoundSpectrum would not exist, but also to forum moderators, and myself forum administrator.

Unless Andy O'Meara or Paul Brower respond to this thread, and give assurances that all outstanding requests from customers for support are / have been dealt with, and that this shameful practice will not be tolerated in the future then I will have to give serious consideration to my role as administrator. I invite juxtiphi, JayPro, and markofkane (moderators) to join with me. Support from ALL members would be appreciated.

Regards BTT

JayPro · Post by **JayPro** » Tue Jul 17, 2012 5:42 pm

I am in complete solidarity with you on this matter.
I have yet to receive a response from *anyone* regarding the status of the order(s) I placed more than *three weeks ago* for updated licenses to GF, WC and Aeon (i.e., my unanswered topic posting on the Aeon board)...*plus* the fact that I had to purchase them anew since I upgraded my Mac to Lion 10.7.4.

That said, however, I *really* do not wish to engage in speculation as to the whereabouts of the two people aforementioned who can *do* something about all this. "Poking their heads" into these fora every now and then is the least they could do under the present circumstances.

I earnestly pray that we are furnished with some kind of rational explanation and soon. News of *any* kind is welcome.

I shall say no more save the aforementioned, lest my inquiring mind start to entertain possibilities that are quite frankly best left unconsidered....if you know what I mean.

FWIW/just saying.

Edit: For the record---and to be fair to Andy &c---I do recall an explanation of some sort to the effect that their mail servers were being swamped in a massive spam attack. Maybe what happened was/is in fact so huge that it's the only thing they're focused on.

PS: @BTT...You might wish to "Stickie" this thread a so as to give it the attention it deserves.

juxtiphi · Post by **juxtiphi** » Tue Jul 17, 2012 6:20 pm

I'm in

JayPro · Post by **JayPro** » Tue Jul 17, 2012 8:51 pm

I have just been mailed the entirety of the SoundSpectrum products I've paid and waited so long for.

I am cautiously optimistic that further inroads with respect to communications between the SoundSpectrum team and their customers will be made.

cajunalleycat · Post by **cajunalleycat** » Thu Jul 19, 2012 11:58 am

Ya know - I'm a technical service rep and I know if you blow off customers, by word of mouth, you WILL destroy your business. In my line of work as a technical service provider I CANNOT stand and make excuses to customers or promise delivery and not deliver. I am trying to be patient (what I'm waiting for I have no clue) but I've gone through and read EULA, Privacy and charter of what to expect with SOUNDSPECTRUM and now know none of the support is worth even trying to fill out and waste my time with! Guess I'll end up escorted out of this forum before I even receive my purchase...what a very sad expectation of what I thought was a good product!!!

Post by **BTT** » Thu Jul 19, 2012 12:44 pm

cajunalleycat wrote:I've been waiting about 2 weeks now to receive G-Force... Never made any purchase online that has turned out like this! !st time ever I have paid for something and, after 2 weeks, not even acknowledgement for purchasing...I'm about to GIVE UP on this...

http://www.soundspectrum-forums.com/vie ... php?t=7610

cajunalleycat · Post by **cajunalleycat** » Thu Jul 19, 2012 12:55 pm

BTT wrote:
cajunalleycat wrote:I've been waiting about 2 weeks now to receive G-Force... Never made any purchase online that has turned out like this! !st time ever I have paid for something and, after 2 weeks, not even acknowledgement for purchasing...I'm about to GIVE UP on this...
http://www.soundspectrum-forums.com/vie ... php?t=7610

Guess I don't see how link is a help...Still nothing from SoundSpectrum...

cajunalleycat · Post by **cajunalleycat** » Thu Jul 19, 2012 1:01 pm

cajunalleycat wrote:
BTT wrote:
cajunalleycat wrote:I've been waiting about 2 weeks now to receive G-Force... Never made any purchase online that has turned out like this! !st time ever I have paid for something and, after 2 weeks, not even acknowledgement for purchasing...I'm about to GIVE UP on this...
http://www.soundspectrum-forums.com/vie ... php?t=7610

Guess I don't see how link is a help...Still nothing from SoundSpectrum...

You'd think going through PayPal would not get caught in "Spammer Raid" but...whada I know...

m2c · Post by **m2c** » Thu Jul 19, 2012 2:15 pm

Hey guys,

We apologize and do take this very seriously - Andy has been made aware of this and I expect someone will have some answers shortly.

Mike,
SoundSpectrum

Post by **BTT** » Thu Jul 19, 2012 5:29 pm

Hello m2c

I am really pleased that I noticed you had logged onto the forum this afternoon, I apologise for sending you an email, but with no response from Andy or Paul it was good to see someone from the company who was 'still alive'.

Thanks for making contact with Andy.

Regards BTT

sitsparky · Post by **sitsparky** » Thu Jul 19, 2012 5:34 pm

Yes, I apologize deeply to anyone who has contacted Support and not yet received a response. We did get spammed heavily and some filters have been implemented to address this, though there is a backlog on support requests that we will hopefully have responses for in the next few days. We sincerely appreciate your patience in this matter.

As for purchases made through PayPal, please note that licenses purchased in this manner are automatically connected to the name and email address associated with the PayPal account used, and eCheck purchases typically take longer to clear, around 2 to 3 days. If your PayPal transaction went through and you did not receive your license please check to see what email address is associated with your PayPal account.

Z0r0b · Post by **Z0r0b** » Thu Jul 26, 2012 8:25 am

I have been waiting ages for a response to my suport requests. Still nothing. I pay each year to get udates to GForce, but i doubt i will continue doing so. This lack of response is just not good enough.

Post by **BTT** » Thu Jul 26, 2012 2:08 pm

Hello Z0r0b

This is the reason for the delay in responding to your support ticket:-

sitsparky wrote:Yes, I apologize deeply to anyone who has contacted Support and not yet received a response. We did get spammed heavily and some filters have been implemented to address this, though there is a backlog on support requests that we will hopefully have responses for in the next few days. We sincerely appreciate your patience in this matter.

We are all hoping the matter will be resolved ASAP.

Regards BTT

pelican68 · Post by **pelican68** » Thu Aug 02, 2012 2:35 am

Ticket #54495
Please send my license code to pd.js8@bigpond.com as the original email address is no longer in use.
Web Accept Payment Sent (Unique Transaction ID 92N93381U23631826)

Ticket #54495
PLEASE TELL ME HOW LONG THIS REQUEST IS GOING TO TAKE
This is obviously an ongoing problem and someone needs to address it ASAP. I have never had a problem with web purchases in all the years of activity on the net. This is disgraceful behaviour.

Post by **BTT** » Thu Aug 02, 2012 11:49 am

Hello Z0r0b & pelican68

I have today sent an email to SoundSpectrum regarding your posts, they will either reply here on the forum or contact you direct.

Regards BTT

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No Response in Nearly a week