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www.undertowsoftware.com • View topic - Lousy Customer Support
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Lousy Customer Support

PostPosted: Mon Mar 17, 2014 1:50 pm
by GlennLet
I am so irate with this company, that I needed to vent here and I will post this in any other RV forum I frequent. They are so stupid! This is not the way to treat customers.

First, let me start by admitting that I am no computer expert. In fact, I know very little about computers, but everyone around me uses them, so I am too. I ordered their RV2013 program and after spending HOURS trying to figure out how to use it and how to get a simple trip planned, in frustration I gave up and called them. I admitted I was computer illiterate and could not use the program at all, so I asked for a refund. Sure enough, they processed the refund and the money was returned to my CC account. A couple of weeks later, after my son who is a computer wiz talked to me, he convinced me I could learn how to use the program and he could help me. So, I tried to order the program again, but I was told I couldn't, because if I ordered it, they would spend too much time on the phone trying to help me.

Are you serious? Since when can they refuse to sell me their product? I am the consumer and if I wanted to buy it I should be able to! I am not sure who sets their business goals or what kind of business they think they are running, but this is just plain stupid on their part. Rest assured, I will find a way to order the product, under my son's name or something, and they will have to support me, so their refusal to sell me does nothing more than make them look stupid.

Re: Lousy Customer Support

PostPosted: Mon Mar 17, 2014 6:51 pm
by onAmission
I don't think they can refuse to sell you the product! I'd look on-line to see if there is any information about the legality of them doing so. Wow, so you want to give them your money to purchase their product and they are saying "NO"! I wonder what business school they went to.

Re: Lousy Customer Support

PostPosted: Mon Mar 17, 2014 7:57 pm
by artmart
I have seen signs in restaurants that say something like "We reserve the right to refuse service to anyone".

I'll admit I am not computer illiterate, but I know how to read and use that technique for many things I am not expert about. Even then, I have found some documentation lacking and being inaccurate and learning how to use something anyway. I am guessing you've learned to drive, you've learned to tie your shoes and you might have had to learn a few things to do your job. Using the excuses to accept remaining illiterate means there's some companies that will refuse service to you especially since they got some hint you are gonna cost them a lot of time (and money) trying to teach you how to use something that they have spent much effort (and money) on how to use it. Such is the risk for many who've said, "Documentation, screw the documentation, I'll just call in". Then you get irate when you're caught NOT reading or trying the documentation (correct or not), but in this case what you described is documented and therefore the refusal.

I belong to another RV forum that I think the membership has figured out who I am because of my posts. I am only bringing this up because if you post in the same place, for the same reason, I'll also explain there why your thinking is in error. Hopefully you belong to a different RV forum.

Here's a trick. If you want to purchase this in spite of UnderTow's stance have your son purchase it for you using his info (unless you have already spilled his name). Hopefully he hasn't been blacklisted but I think this is what happened to you. I'm being cynical.

If you want to learn how to plan a trip, ask this forum, or another user, don't call tech support unless there's a problem doing so. Especially if you returned it once already and then run the risk of calling once again - they don't know you any more than you know them and you've already "screwed the pooch".

I hope you get over your ire. Life's too short to let this bother you, unless you desperately need to plan a trip for an RV. I hope you find an alternate or use your son.

Re: Lousy Customer Support

PostPosted: Mon Mar 17, 2014 9:32 pm
by onAmission
Art, I am not sure they can refuse to sell him the product or refuse to help him when he needs support! There are laws that protect consumers from companies that try to do that. When a customer talks with their wallet, the company better listen closely!

Re: Lousy Customer Support

PostPosted: Mon Mar 17, 2014 10:14 pm
by Camper22
onAmission wrote:I am not sure they can refuse to sell him the product or refuse to help him when he needs support

Yes they can. Look, I don't want to put words in Glenn's mouth and I am not exactly sure how the conversation took place, but if I order a product and then call the company and say, I don't like it, or I don't think it's good, etc. and I ask for an get a refund, the company doesn't owe me anything and they do NOT have to sell me the product again. And why should they? If they statistically project that they will have to spend 6 hours (for example) over a year's period to support me, for a product that they charged me $30 for, it just doesn't make sense for them to sell me the product.

Actually, even if I didn't ask for a refund, if a company deems that they are spending too much effort and $$ supporting me, they can refund my purchase price (without even asking me) and then stop supporting me at all. It's their right to do so.

Glenn, you can have your son order it, if that's what you want to do, but like Art suggested, unless you spend some time and become somewhat computer literate, you are not going to benefit much from the program. You'll just end up getting frustrated with it. You don;t need to become an expert, just learn enough to get some basic stuff done.

Re: Lousy Customer Support

PostPosted: Tue Mar 18, 2014 8:43 pm
by xavier
Camper22, I don't think they can refuse to sell to someone, that would be discrimination, wouldn't it?

Re: Lousy Customer Support

PostPosted: Tue Mar 18, 2014 10:55 pm
by artmart
Nope, it's not discrimination unless they said they didn't want to sell it to you because you are "insert protected group here relating to gender, race, religion, etc.". In this case it's a financial decision and not considered discriminatory.

Re: Lousy Customer Support

PostPosted: Wed Mar 19, 2014 10:08 am
by GlennLet
If I am willing to pay for it, they should not be able to refuse to sell it to me.

Camper22, does it really make a difference exactly how the conversation went? I am willing to pay their asking price and they should be obligated to sell it to me.

Art (and Camper22), I am not going to start spending my time learning how to use a computer at my age! I know some basic stuff, I know how to turn it on, how to get my email and go to the web pages I want and that should be sufficient for me. Since when does someone have to be a computer expert to use a program? I can do lots of things on my iphone and I didn't have to go to school to learn how to use it. I made the mistake of admitting to them that I didn't know much about computers and that's enough for them to refuse to sell me the product? Are you guys serious?

Re: Lousy Customer Support

PostPosted: Wed Mar 19, 2014 10:23 am
by GRiver
Glennlet, give it up. I don't blame them for not selling you the product, with your attitude. You would be a liability to any company that sold you anything. You don't want to spend the time to learn how to use a computer and you want to buy a product that requires that you know "how" to use one! It sounds that you a really angry person - glad you picked an avatar that fits you, :-) I think if you change your attitude a bit, you'd be a happier person and people (and companies) would treat you better. Please stop! You are giving more ammunition for others to stereotype RV-ers as "old, cranky people" ;-)

Re: Lousy Customer Support

PostPosted: Wed Mar 19, 2014 1:39 pm
by GlennLet
Yes, I am angry! That's because I think the way this company is treating its customers is despicable! And I, for one, will not stand for it.

Re: Lousy Customer Support

PostPosted: Fri Sep 18, 2015 6:27 pm
by Ruby22
This is what I'm talking about!

Look at the posts of GlennLet and OnaMission in this thread! These people are unbelievable!! Why would a company want to support a product that attracts idiot like this? Yes, they are idiots! Just read their posts, you don't have to take my word for it. IDIOTS!

Re: Lousy Customer Support

PostPosted: Fri Oct 23, 2015 3:04 pm
by Moderator
The post by the OP (and some other) are the types of posts I referred to in a different thread. I am not going to comment on them and continue propagating this silliness - readers of these threads can evaluate these posts for themselves.