Does Vstep not bother about customers?

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[wiqvist]

There is one thing which realy suprice me in many posts. That is that many persons have sent mail to Vstep's support mail, and have not recieved an answer. It is not just one person with a 'crazy' question, it is many persons who ask question about the game, many need technical help. And on this forum(Vstep's official forum for Shipsimulator games), Vstep have not said a word about why they do not answer mails sent to their support address. This shows that they do not bother about their customers and that there is a rumour that Vstep do not answer mails, which is not just a rumour but a truth.

What supprice me even more is how short persons on Vstep must think. Do they not think about that they with this sort of behavior do risc their future. What happens when they on a big company discuss about buying a software like Nautilus or some other of Vsteps proffessional products, but one has a son who have bought SSE from Vstep and he sent mails to Vsteps support but they never answered him. Do you think they will buy from Vstep? Of cource not. So it is sad to see how short they act. And here at the forum why have Swenson a policy to not answer peoples question, the person who work on Vstep for sure read posts, but he seems to have a poilcy to not answer questions in public. It is a very strange behaviour from a company I think. It seem on me that they do not like their customers at all.

I may be naiv, but may this can make Vstep to wake up.

[Mad_Fred]

Actually, I think a majority of these mails never get to Vstep.

There is a persistant problem with the mail server, which I have also personally indicated to them several times, if not numerous times. I've checked it again and again if someone came to me asking why no reply had come, and each time I was told such an email from said person was not in their list.

Don't ask me what is wrong and where, I have no clue, but it has been for a long time. One would think it would be fixed by now, but alas, such is not the case.

I think it is a priority matter, but who am I?  

I shall remind them again, and see what gives, cause I agree that customer service should be replying to their customers within a reasonable timeframe.

What happens when they on a big company discuss about buying a software like Nautilus or some other of Vsteps proffessional products, but one has a son who have bought SSE from Vstep and he sent mails to Vsteps support but they never answered him. Do you think they will buy from Vstep? Of cource not.

That is apples and oranges. You think you can compare a game of a few tenners to a professional and certified training programme that is in a totally different league and you reckon you can also  compare the level of support that goes into said products? Think again. Cause if you'd base your purchase on that, then you're an idiot, there is simply no kind way of saying it. But with all due respect of course, and speaking in general... 

I'm not saying the game customers shouldn't get decent support.. they do, I am with you on that, but the Nautis comparison is nonesense.


Regards,
Fred

[danny]

I think wiqvist has hit the nail on the head with this one. Why do Vstep seem to think they can treat customers any way they please?

Other game developers that make ship simulation games have pretty good support (even hangsim are better at support than Vstep!) Some even provide OFFICIAL support on the forum (I know the mods provide as much tech support as they can on here, but for some issues you need to have proper dialog with a developer, not through a middle man.)

I'm also sure that the Nautis related E-mail addresses function just fine, and that the support for that piece of software is pretty much instant (in some cases). So, clearly Vstep can get support right when it suits them... So why not get it right when it suits the customer as-well? After all, "we" are the companies biggest customer base, and could potentially become the biggest source of income if treated correctly.

Thats my 1 penny on the matter... I'm saving my other penny for later

[Stuart2007]

I think wiqvist has hit the nail on the head with this one. Why do Vstep seem to think they can treat customers any way they please?

Because most people STILL pay for their demo quality stuff. Why do it properly if they're getting away with it?

[Mr Robville]

Since I'll be taking over customer support soon, I think this topic is real interesting to find.
I'll most likely see V-Step personally this week so I'll mention this issue to them and forward this topic, to see what they think. My guess is that they are unaware of this problem.

[wiqvist]

Congratulation to your new work, hope you will do a good work, as I think you will.
And thank you for seeing that this thread is not to hurt Vstep, it is a help for them.

My guess is that they are unaware of this problem.

So you think that Mad_Fred have not told them?

If that is the case, he is hurting Vstep a lot with coming up with lies. But honestly I hope not.

[Mad_Fred]

So you think that Mad_Fred have not told them?

Who the heck do you think you are questioning my word like that?  

They are well aware, it's been mentioned at least a dozen times by me alone. One more rude comment that undermines my attempts to be of help and you'll see what will happen to your account.. I've had it with your attempts at trolling.

Just so you know, I passed up on taking over customer support, just because of the way the customers, and the staff, are left out in the cold sometimes. I have done my share in the past to be the community's spokesperson, but I got fed up because whatever we do, we take flak anyway and are not believed. And things we pass on are not handled like they should.

Geez, you try to take one's side and you get called a liar.