I tried to think of ways to automate my flipping projects - I was reminded by Will that Rss 2 Blog would be the perfect tool for my project.

As I already own Rss2b, I decided that it would be an idea to at least try the system out - however, I purchased the program ages ago (probably 12 months or more), and no longer had the executable on my Hard Drive.

So, I went into the Forum to try to get an up-to-date download link. I noticed that such queries have to go through the support ticket system rather than such questions be posted onto the forum. Going through the ticket system is fair enough, as the support people will need confidential info such as paypal email address etc.

So, I opened a ticket;

Posted on 03 Dec 2006 07:01 AM

hi
where do I download the latest version?
Transaction ID: {long paypal trans ID}
Paypal email address: {my paypal email address}

Thank You.

Obviously I have {removed} some details. As this was a sunday, I expected no reply until the monday. What I didn't expect was for the ticket to be automatically closed! So, I had to re-open it;

Posted on 03 Dec 2006 07:04 AM

Ticket Opened by Customer
Reason Specified: because i have not received a reply!

As I already mentioned, I didn't expect a reply until Monday, possibly even Tuesday. When nothing was forthcoming, I "bumped" the ticket;

Posted on 05 Dec 2006 03:18 AM

Are support tickets responded to ?

And expected to receive a reply forthwith. Another 24 hours passes, so I decide to post into the forum to try to speed things up, as well as make a note of this by support ticket;

Posted on 06 Dec 2006 03:31 AM

I have posted into the support forum to try to get someone to at least acknowledge this ticket.

It seems that this might well have done the trick as I get a response to my support ticket;

Posted on 06 Dec 2006 06:21 PM

Please wait Michelle will send you the update.

thanks!

Great. So, at least someone has acknowledged the ticket. And I am hopeful of getting resolution - after all, what does it take to hunt through Paypal records and then send me whatever download link I am entitled to?

12 hours later, I actually get a response from Michelle;

Posted on 07 Dec 2006 06:03 AM

Sorry about the delay in replying
I have been ill

What is your customer name and email address?
We dont have oscshops AT gmail.com in our records

FFS! Useless f*ckers, my reply;

Posted on 07 Dec 2006 06:09 AM

I already supplied the transaction ID and email address when the ticket was opened.

Now, as I replied within 6 minutes, I'm expecting an almost instantaneous reply - surely she should be online answering other tickets still? My mistake, 29 hours later and I have to make another post in the support ticket;

Posted on 08 Dec 2006 11:33 AM

Still waiting.

And another 20 hours later;

Posted on 09 Dec 2006 07:00 AM

This is getting beyond a joke.
Please provide a download link.

And with that, I just cannot be bothered anymore, I've given it up as a bad job. But, hold on, what's this;

Posted on 10 Dec 2006 06:41 PM

I apologize for this terrible delay
Here is a full set of files for R2B 4.0
{removed download link}

And only 12 hours after my "bump". What fantastic customer service.

Problems, problems
I am unsure if this is a one-off mistake on the part of the Rss2b people, but I suspect not. The thread I opened in the Forum has had a couple of people reply;

I purchased r2b4 and got error messages when I unzipped the download.

and

Is the support team on vacation? It's been two days since I paid and still cannot use the software!

and

Looks like the support has nearly disappeared for the products.

The mass installer is not working since around 20 November and we users are still waiting on a fix.

Something is wrong and I hope things get back to normal soon.

Conclusion

When selling high ticket items (in this case, I paid $247 for the software), sellers should (in fact, must) provide a decent level of service. It should not take 7 days to resolve a ticket - 24 working hours should be more normal, with 48 hours at the outside.