Support not responding, unable to use my purchased update, paid money for nothing as it seems

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RGross
RGross's picture
Support not responding, unable to use my purchased update, paid money for nothing as it seems

Hi together,

just have to say basically I like this software, so I purchased the professional version in August last year, where it's still been in its version 4. Got the update notification and paid for it. Also got the download link and installed the software. Unfortunately some days after that I had to reinstall my Windows and accidentially forgot to backup my purchased update.
Just remembered the email with the link to the update, thought: just download it again. Link wasn't working anymore, so I wrote to support to provide my licensed update again so I would be able to install and use it. Guess what: no answers to my mails, first sent last Saturday, a reminder on Wednesday. No response, nothing... Is there any support anyways, I mean not only a purchase-responding bot at your end?

Effectively now I paid for nothing, unable to install and use my update...
I can't wait for obviously dead support, so I will go back to calibre. No more recommendations for Alfa from my part, this is unprofessional deluxe!

By the way, if Alfa support needs some ideas for improvement: provide a login area for existing customers, in-application-update check and notification. It's ridiculous to ask customers to contact their dead email support to get provided even with new minor updates, we are in the year 2014, not in the 80's!
Also this forum functionality is just a bad joke, created my account and have been asked to edit my password. Just one small detail missing in the browser: YOU WOULD NEED TO PROVIDE A PASSWORD FORM, not just a single submit button in the edit tab of the profile with no possibility to change anything after the one-time-login (!) got emailed.

Sorry, for this long post, but I'm really disappointed by such gotchas and circumstances.
Hopefully your other PAYING customers have a better experience with your software and obviously non-existing support, I will trash my license and return to Calibre.

60€ in total for nothing, that's great!

admin
admin's picture

Hi, and sorry for the case
Please try to reach us at support@alfaebooks one more time and we'll provide you the download link. Probably your email was filtered to spam, and we didn't notice it, because usually we respond in 24 hours

RGross
RGross's picture

Have resent my last mails, have a look for mails from r i c a r d o (at) m r - g r o s s . d e

Don't know how it could be helpful to resend from my mail again and again, I don't have any influence on your spam filtering engine hosted at your domain provider or internal server or client programs...

Also sent you a mail some hours ago containing a screenshot proving the non-existing password change and profile editing functions of your forum...

Another improvement idea: provide a search field in your forum, I already found at least two forum posts in the past asking for a search function (which is well existing). What's the point in providing a forum with a search function but having users to ask for where to find it? Another missing feature is an explicit option to logoff from the forum...

Sorry for the harsh words, but as a professional software developer I have to note that this all looks pretty half-baked and rudimentary to me.

admin
admin's picture

Ricardo,
We didn't receive your email for some reason, but I sent you the download link to the email you provided. Please let us know if you received it

We appreciate your ideas and bug reports regarding the forum. The search is available here
http://alfaebooks.com/search