Web-Based Account Lookup Fails, E-mail to Sales Blown-Off

Published on February 13, 2009 By raydragon In Stardock Support General

I apologize for posting in what is likely the wrong forum, but I do not see anything specifially for Sales. If anyone has any suggestions as to get my issue resolved, I would appreciate hearing them.

Last Friday (2/6), in response to an OD renewal e-mail I received from Stardock the day before, I tried, numerous times, to have my OD serial number, along with all my previously-purchased software s/n's, sent to me using the online lookup. Not receiving anything after a reasonable time, I contacted sales@stardock.com. On Monday (2/9) morning I received an e-mail (I was really pleased at the quick response) from "Melissa" stating that I needed to check my bunk/junk/spam filters, as my ISP is likely blocking the messages. My initial e-mail to sales was assigned the following:

Ticket Details
===================
Ticket ID: EBT-710507
Department: Sales - End-User & Billing
Priority: Received
Status: On Hold

Well, I run my own hosted mail server, and nothing was being held (all other stardock mail comes through without a hitch), so I replied to her:

Yes, I have checked all possible folders. Since I run my own mail server, and all other stardock.* mail comes through, I do not see it being a block on my end.

I figured that I had completed the step she was requiring before actually having to do work on her end, and that she would contact me. She did not. Two hours later I sent the following:

So am I to assume that your previous response is the end of the discussion, and that you do not want me to renew my account?

So sad, stardock used to be a good company. I guess I will have to go into your forums to see if others are experiencing the same difficulties. If not, I will be sure to share mine.

Nothing. Nada. The next day I sent:

Melissa,

I am a stardock customer - have been for a long time. I am (at least at this moment) wanting to support stardock through the renewal of my account. You are in sales "support", yet I, THE CUSTOMER, do not feel I am getting any (support).

Is there someone (perhaps Brad Wardell) at stardock who actually VALUES the customer? If so, could you please forward my request to them?

A couple more hours and my money goes to another company that values my business.

Zip. Zilch. No response from stardock. Today I called, used the employee directory, and left TWO messages for Angela Marshall, VP Ops (I would have left a message for Brad Wardell, but he is not listed in the directory).

I love that Stardock are hiring and expanding - they do great work and provide needed/useful/fun apps. I know that e-mail gets lost in the crush and people do not always check their voicemail, but to have both e-mail and voicemail go unanswered would get me fired by my university - especially with a support ticket outstanding. I guess they really mean it when they assign "Status: On Hold".

Comments

DrJBHL

on Feb 13, 2009

Firstly, I'm sorry about your experience. I noted you wrote:

I don't know what time you did this, but I'm not sure SD sales works over the weekend...that would be supported by hearing back on Monday.

That she didn't follow up? Don't know why...they have always helped me without fail. Not making excuses for them, though since you obviously have had a problem. I don't know the explanation. As for VP Ops, maybe a better address would have been a supervisor in Sales. Or, contacting a Moderator here in Forums, or emailing Island Dog.

The absolute best address would have been Zubaz because he really knocks himself out to help folks and he's tied into all the right people to help you...he was a Moderator and now is Stardock Admin.

Please email him...and he'll do whatever he can...please remember it's Friday at 5:30 PM now. Sorry I didn't see your Post earlier...(btw I am a citizen, not employed by SD and hold no post here).

angus1949

on Feb 13, 2009

Do you have Impulse installed? If not I would do so from here: http://www.impulsedriven.com/. Once Impulse is installed, open it and let it log in and check for your registrations. Click on the blue orb in the upper left corner, click "check for updates" and let it do it's checking. When that is done some items may show up as needing installed or updated. Also you can check your registration numbers by going to the orb, clicking on "register a product" and it will take you to a page that shows your registered products. If you have problems with aquiring some of your software after following these instructions, then by all means call Stardock again. Please understand though that they are a busy office and you may not get IMMEDIATE responses.

Good luck with your problem, and I hope that Doc or I have been able to help you in some way.

ZubaZ

on Feb 13, 2009

Thanks Doc.

Ray, I looked up your case any you were sent a response on the 10th. There may be something else going on but it's not a lack of effort on our end.

And Angie took the day off. We allow that once is a while if folks are good.

So here's what's going to happen. I'm going to PM you the contents of the email. And I'm going to poke someone to look at the mail from our end.

Sorry for the frustration.

KarmaGirl

on Feb 16, 2009

I looked into this, and the emails that you are getting don't have serial numbers. The ones that you are NOT getting are the ones WITH serial numbers. I can assume that you have a filter that is catching the numbers and seeing them as something to reject.

I sent you two emails this morning- one with Melissa's reply from the 10th and one without (no serials) so that you can try and track down the issue.

As an FYI- if you respond to your own ticket multiple times, it will reset its date and time to your last reply. That will push it further in the queue and you will get responded to later. Sales and Support have a 24 hour response time during our work time (M-F, 9am to 4pm). They usually respond quicker than that, though.

MeliBee

on Feb 16, 2009

Zubaz and KarmaGirl know exactly what they're talking about!

It seems that my last response to your email never reached you, so hopefully the emails that Karma sent reached you by now and everything is straightened out.

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