Do You Feel Fully Supported - Problem was not upgraded for 3 years, and changed email

[sarah-dee]

During the Christmas period my computer became infected with two Trojans, eventually the only course left to me was to format the hard drive. This decision was not taken lightly because, as those of you who have been there know, re-installation takes a great deal of time.
Everything when well until, “Microstudio” the last of all my programs.
The installation setup came back with “ERROR 7 contact mtu.”

Now I have seen this before, a couple of years back, and after exchanging e-mails between myself and DougC of mtu the problem was sorted.
So the first thing I did was e-mail customer support via the web site, no reply, I tried again, still nothing.
Then I found DougC’s e-mail address and tried him, still nothing.
I had now waited two weeks for support from mtu and received none. It was time for new tactics; using my wife’s e-mail address and posing as a potential customer I asked if installation problem support was available. Two days later “hey presto” a reply from, Guess who? Here’s the first line

“We do offer support, by community forums, FAQ, or email for any and all of your questions.”

Now at least I had contact, I replied asking why my e-mail had apparently been ignored, this is what came back in response

“We receive about 80,000 - 150,000 emails a day. Much of which is spam. to insure a request gets through we ask that you first use our community forums online and post your question under the appropriate product thread.

You will need to post there to receive your answer.”

OK so much for e-mail support, but isn’t strange how three e-mails requesting support are ignored, but one from a potential customer, is answered almost immediately. Anyway, I digress. I went to the forums, posted my request and guess what; still nothing

OK so much for forum support.

Now let’s look at “error 7; this I believe is mtu saying, “You have now installed this program on three computers, this is all you’re permitted to do”
WAKE UP GUYS it means I have now installed this program three times on the SAME computer!
If some of you are wondering why would you re-install so many times, let me give you some examples:- hard drive failure, main board failure, virus infection, and just general clutter built up over time. It is recommended by a lot of experts, to format and re-install windows every 12 months or so.

Right, one more important point; it is suggested that; we, (that is mtu customers and let’s not forget at this point we have PAID to use mtu programs); should adopt “an attitude of gratitude” when seeking help. Now if I do something wrong and somebody helps me. I am grateful, if I do nothing wrong and somebody hinders me WHY should I be grateful for that?

Having said all that, I have been a user of microstudio for several years and feel it is one of the better programs of its type, so you guys at mtu have got something right. But come on guys put a bit more effort into customer care, after all if it wasn’t for us where would you be?

Finally, human nature being what it is, it will probably be a cold day in hell before I get any support from mtu now, so if any of you out there in “forum land” have taken the time to read this, I thank you and If you agree with me or not; PLEASE let me and mtu Know.