This is the email i just sent off to Ontrack.com - data recovery ( www.ontrack.com)
 
 
 

Quote:Hello,
 
Well, I am rather disappointed now with my experience with Ontrack.
 
 
This is where my rant begins – I am very tired and annoyed – not so much by Ontrack – but it has not helped , my experience I have had that is, but just my luck over what happened to me so please excuse if I come across rather harsh – I am just exhausted and fed up!
 
 
I downloaded your Demo version of Ontrack Data recovery and Pro versions – they will do what I want so I decided to go and buy the $199 software package. (and was looking into your Data Back up systems as well for possible purchase as I have heard great things about Ontrack)
 
All is going well, that is until it asks for my Country / Region in the Cart area – Well, seems Costa Rica is not in the list? Why is that? I would think a large center of commerce (mainly for online gaming / sports books) would be on that list, I notice you have places like Belize and Fiji, St Kitts and Nevis– island in the middle of the Caribbean! (used to live in Antigua myself – another place not on the list!) So you have places like that on their but not Costa Rica. Your country list over all is rather lacking considerably and makes me wonder how much business you may be losing to other companies that can provide a detailed country list for their customers – or at least a field to type in their country. And an option of other.
 
So I now decide okay it says ”region” so I tried Panama and Belize as the country but it then says there is an error with my card – I assume that is because the country does not match.?? Or are you blocking Costa Rican credit cards?
 
Now, onto the next disappointment – your phone numbers – they all send me to say either email, or leave a voice mail and someone will get back to me the next business day. The other 2 options will charge me a $100 consultation fee and possibly other fees for serviced rendered – but I do not NEED those services – I need to talk to a web master – or a general customer service representative live on a phone. I am sure your company makes more then enough money they can hire some 24/7 support personal for general enquires – even for email as I assume this will not get a response until Monday.(if I am incorrect I apologies) Glad your company does not feel my issue is important enough to provide me with what is required to buy your product at the fault of your self (see below points)
 
Now, you say you are the leading company for data recovery – and yet
 
1. I can not buy your product because your country list is considerably lacking many countries.
2. Emails are not responded to very quickly (sent one in today from Mathiau@hotmail.com) and did not even get an automated response saying you at least got my email
3. I can not get a hold of someone for help to simply buy your product because the only people I can get a hold of will cost me $100 for consulting – which I do not need!
4. Your address fields are too short – my address was cut off by about 30 characters – why not make this longer? Not everyone lives on 123 Main st. Ohio
 
 
(here is my full address just so u can see)
 
**************************************
***********************************
*******
********
********
 
 
This will not all fit in the address + address line 2 fields
 
I know what I want to buy and I need to buy it now. Software / hardware issues do not wait for the weekend to be over before they die on you. But it seems your company wants them to wait, and if not, we have to pay a fee for something we don’t need just so we can talk to a live person and tell them our problem that is your companies fault – So why is it I should have to pay $100 for something I don’t need when Ontrack could of easily provided the proper services to it’s possible future customer?
 
 
I certainly hope I receive a well thought our response on this and not some canned response. I myself do am head of customer service / support /operations for a company and expect a satisfactory answer to this email with what changes can be made in the future to make my buying experiences easier and who knows how many other who simply got fed up and left and went somewhere else to buy their products.