One sided converations
Hello Techs,
This is Jody from Runtime Software, the person who has had correspondence to Jim Stewart or whatever name he goes by here. There are a few things that need to be clarified:
1. This is a free software that has no support. It states so everywhere on our website.
2. It can not be used in a commercial setting as Jim Stewart used it as it is a free private home edition only.
3. This is a 32-bit (x86) application that can only handle so many files before it does indeed run out of memory.
With those things out of the way. This software should have never been installed on the customers machine to begin with as the proper license was not purchased, so the software was being used outside our EULA.
The first email where he said he was asked to purchase the software is not really correct. It is our automated email response to the free version of DriveImage when we get support requests (even though we do not offer support) that states that the following:
I am sorry, we do not answer any emails or phone calls regarding the free version of DriveImage XML. If you need support, you can purchase the commercial version of DriveImage from our website. Below I have provided some other links that may help you in answering your questions.
His response was as follows:
I remain in the position of having trialled your software which has resulted in data loss for a customer.
Thanks for your email, but it does not answer my question (which if you had read my original email would have been evident)
As I said, I run a computer repairs business, and was looking at your product as a prospect for my company.
It failed on the first run to produce a working backup, and now you refuse to provide any information to assist with the data loss that has resulted.
This puts me in a difficult situation with the customer, and the customer in the unfortunate position of having lost important personal data.
That is when I responded telling him that he should not have used the software to begin with, in a commercial setting and that there was nothing that could be done as he is still using the software again our EULA and wants us to fix the damage he has caused.
The XML file may be damaged, there may be too many files on the drive, but had he made sure that he could browse the backup before wiping this customers drive, this would not be an issue. Had he not used a free software with no support, this would not be an issue.
The issue here is we have this backup software on the market, it is free, it does not come with support. Demanding support and then writing a one sided post on an internet forum with threats is not something that makes us jump up and try to help solve a problem. The last thing he wrote to us was the following:
I will continue to bump the thread in the interim, to ensure other technicians are warned off from your company and its complete lack of customer service.
I think the customer service he was referring to is the one that we do not offer at all for this free product.
DriveImage is a free product for our data recovery customers who wanted an easy and simple solution to backing up. Is it the best on the market; no. Is it the fastest on the market; no. Is it a free software that allows people to make backup's; yes it is. This is not our market corner, we do not want it to be, we leave that up to other people.
Is our data recovery software the best on the market, yes it is. It is the fastest, yes it it. Our data recovery software is used by all Federal Agents and when they get trained, they are trained using our data recovery software.
I am sorry that Jim had this happen to him. There is nothing we can do on this end to resolve it. He used a free software with no support. Had he a commercial edition, we would have had him send us his XML and see what the issue was. He would rather take it to this level and try to same us into helping him, which we are really not interested in doing now.
