Thanks Fred...
Shaun Morrell is who you need. He last logged on here yesterday.
Fred - Thanks for the reply, I know you were just trying to help.
I am aware that Shaun is just one the parties that are capable of helping me with my situation. I was trying to be PC and not throw anyone (by name) under the bus and resolve this problem fairly quietly. Since we have already crossed that bridge though, why not call everyone on the carpet.
However, after numerous emails to Shaun, Tony (tech support) and John Williams I have decided to take my situation public. I could have written Shaun a PM, but I have already given them way to many chances to make this situation right privately. Now it has become time that I publicize my struggle and try to possible help, so someone else won't have to be victimized like myself.
What are we to do when the people that sell us their products and services don't fulfill on their obligations.
I have done what they have requested by contacting them for the items that I need to properly install and configure their product. I was forced to do this because they do not send the driver or profiles for my 6 year old printer on the disk with the software. Nor, do they put them on their website for immediate download for registered or legitimate users. As a matter of fact, they direct you to contact them directly, both on the install disk and on their website. So again, all I am doing is what they have asked users of their product to do.
I was initially fine with this process of contacting them directly, however, after OVER one month of trying with one minimal response, I have reached a breaking point.
This is the response I recieved to my initial email sent on Sunday, 24 February 2008 3:11 PM
Tuesday, February 26, 2008 2:32:19 PM
No problems with the Mutoh... write to tony@futurerip.com
Thanks
John Williams
FUTURE CORPORATION LTD.Again, I am just asking for what I need to
SET-UP my software, not extended or over-reaching abuse of tech support by asking them to hold my hand and teach me how to use their software.
They are costing my business thousands of dollars by forcing me to outsource my printing because of their lack of support!
Unfortunately, this is an all to common topic on many of the sign forum websites when it comes to Future Corp. / FutureRIP / VMP. I know that many other users of their product report similar situations with their lack of support. I am tired of Future Corp. holding myself and MANY other users hostage to the poor business practice of little to NO after sale support for their product.
Chances are, if and when I get a response from someone it will be the typical excuses; "We were having some server trouble", "We didn't get your emails" or one of their many other popular excuses. You will see this to be true with the a little digging on this site and many others. I don't know how a company smart enough to write multiple different sign industry programs can have so much server downtime and technical difficulties. Especially for over a month.
If I were to treat my customers with this type of poor service, I would not be in business for very long. There is much more detail I could go into regarding the efforts of my email attempts, but they are extensive and longer than choose to go into detail of right now.
Now if you will excuse me, I must go back to setting up a job going to someone nice enough to help me out with my current outsourcing situation.
