Towards the end of the 2006 year I purchased ISPYNOW from www.exploreanywhere.com for the price of $79.99. There was a special promotion running at the time where you could receive 25% off the purchase price by entering the special holiday code. I did this and submitted my order. The email came to me stating that I can now download the software using the provided link. I eventually noticed that I did not receive the additional 25% discount I was promised even though I had entered the code.
After a few slow responses I finally was able to get a credit issued for the 25% i should have received instantly. As for the link they sent me, I followed every instruction exactly as the company had stated for me to do. No luck. I tried again, still no luck. After repeating the process and getting error messages time after time I realized that the software must be corrupt in someway. No big deal, I thought, I will simply ask them for a new download link to try. Support gave me no respnse. Weeks go by and still no reply. I finally got a new link in my email after several request. I followed the link and yet another error message is all I got.
I contacted them via email support (again) because there website says phone support is not available at this time. I got nothing. I tried using the live chat support option ever since the very first error messages and that is about a joke. No one is ever there! I waited one instance for over 4 hours. I repeatedly pressed connect each time the chap applet timed out. You can only hold for an operator for a few minutes then it says all operators are busy and tells you to try again later.
I had tried calling the business phone line but the answering system kept disconnecting me. I had tried not to call the number for the first couple months because I was respecting the fact that they had no phone support available. Finally I brought my lawyer into the matter just today. I had given exploreanywhere two emails stating if they did not respond within an alloted amount of time I was going to take action on them. Still no return email.
So today was the day I decided to follow through with my lawyer. I tried calling the explore anywhere phone line once more and finally made contact with a person. (sales department) He stated that they did not have phone support and I would have to contact them through email or use the FAQ section to resolve my problem or to try out the live chat option. I told him of my experience witht he live chat and his response was just to keep trying and wait longer. Like 4 hours isnt long enough. I proceeded to tell him how tech support wont answer my email and that I have been trying to resolve this matter since December. (Not once have I gotten to use the software I purchased from them) I told him I wanted to fix these problems and move on without having to contact my lawyer and he hung up on me.
Right then I knew that this place was a total worthless business or at the very least, a had an extremely horrible customer support system as well as poor software.
I see on their website where they claim to have won numerous awards with their ISPYNOW software but all I wanted was a simple bug fix and I got ignored and hung up on. I highly advise any and everyone to stay away from this place of business. Im turning them in to the B.B.B.
I just may have to chalk it up as a loss and move on but either way, its still a very poor to operate a business. And as for the guy hanging up on me (Brian/Bryan I believe he said his name was) that is truly a very rude gesture, especially since I didnt raise my voice even once.in fact, I had strep throat when I call him and could hardly talk.
J
Phoenix Area, Arizona
U.S.A.
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