A Little Disappointed in FM Software Support

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Archive 2006 · A Little Disappointed in FM Software Support

BenM
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p.1 #1 · A Little Disappointed in FM Software Support

A couple of months ago I had a failure of one of my hard drives. As luck would have it, it was the one containing Photoshop and the Velvia plugin that I purchased from FM last year sometime. Stupidly I didn't have a backup (or so I thought), so even though I had little hope that I'd get a new copy I attempted to contact FM's software support.

After numerous email attempts via the software page here at FM and an email to Fred himself and one to one of the moderators I basically gave up as I received not one single response or acknowledgement that they'd even received my email, let alone an answer to my query.

Fortunately for me, just today I found that I do indeed have a backup of the plugin on one of my work laptops and it's a lesson learnt on backing up software I don't have disks for.

However, I'm fairly disappointed at the level of response I received whilst trying to contact FM in regards to my problem. So I'm posting this in the hopes that someone from the site will actually see it and review their current support communication systems, because I don't believe they are functioning very well at present.

Jul 28, 2006 at 09:20 PM

paulhodson
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p.1 #2 · A Little Disappointed in FM Software Support

I agree that you should have a reply - but you are warned to backup purchases as they will not be replaced so I think you would have been disappointed with the response in any event.

Jul 29, 2006 at 05:58 AM

EB-1
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p.1 #3 · A Little Disappointed in FM Software Support

Why no backup? A CD is maybe 20 cents. FM is a one man show, so don't expect responsive support and don't be disappointed. FM would have to increase prices to provide near-time support.

EB

Jul 29, 2006 at 12:17 PM

BenM
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p.1 #4 · A Little Disappointed in FM Software Support

As I said I realise I should have had a backup (and as it turns out actually did) and I realise that FM doesn't have a horde of people working at it. However, 2 months is hardly even approaching near time support.

Furthermore, I've posted in threads started by moderators and added postscripts asking for some help in contacting someone who can at least talk to me, on the assumption that they read their own threads and been ignored there as well. They have time to type in the same thread but not throw me one sentence? That's what got my goat.

The real issue here isn't whether or not I'd even have got another copy of the plugin, but that there needs to be at least some sort of response in a reasonable timeframe. Anything. Whether it is positive or negative is irrelevant.

Jul 29, 2006 at 04:11 PM

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