Major customer service problem
Posted: Thu Feb 16, 2012 5:23 am
Dear Versatile Monkey,
You have the opportunity to avert a major public relations disaster, all you have to do is give some kind of response indicating that you're LISTENING and not IGNORING YOUR CUSTOMERS.
First the quick summary, then more detail:
Quick summary:
-I tried PodTrapper and fell in love with it.
-I bought PodTrapper (in lieu of marrying it).
-I recommended PodTrapper to everyone I know. I was a self-appointed spokesperson for PT because I loved it so much.
-I switched from BlackBerry to Android and installed PT on my new Android phone.
-I encountered a serious issue that is preventing me from using it properly.
-I searched the website and forums but found nothing so I posted my problem on 2011-10-16. The suggested solution failed and I asked for help. Nobody responded.
-I again posted my problem to the forums on 2012-01-04. Nobody responded.
-I emailed support on 2012-01-05. Nobody responded (other than the automatic reply).
I have been very polite and patient, but I am at my wit's end. I am so frustrated and angry that I want to denounce it all, however I am willing to give Versatile Monkey one more chance to acknowledge, rather than ignore, a once-happy customer. What do I have to do to get someone's attention? Jump up and down and start yelling? I'm asking nicely. I've been very patient. Please.
More details:
Here is a copy of what I emailed to support on 2012-01-05 (That's January 5th, 2012):
"----------------------------------------------------------------------------------
First, let me say that I've been using PodTrapper (PT) for BlackBerry
for a long time and I love it so thank you so much for such a great
product. I bought the full version and it was the best money I ever
spent on an app.
I really need help, though. I've tried getting help on the PT forums
but no help there.
Here is the problem I'm having: I just got the Droid Bionic (which
runs Android obviously). When I install , there is no way for me to
have PT use the microSD card, instead it is using the internal memory.
Even if I go into PT's storage settings and try to change the folder
path, I can't navigate to the microSD card because the "highest"
directory I can go to is /mnt which is on the Bionic's internal
memory. I cannot go "up" to a higher directory to select the microSD
card. I have tried uninstalling and reinstalling PT but that did not
help. On my BlackBerry there was no problem using the MicroSD card.
And on my Bionic there is no problem using the MicroSD card with other
apps. I can browse the card, etc., but PT is not "acknowledging" that
the card is there or even giving me the option to use it.
Please advise, if someone can help me get this working properly I
would greatly appreciate it. I would like to get this resolved ASAP
so I can resume using PodTrapper. Thank you
-----------------------------------------------------------------------------------"
In summary, PodTrapper worked just fine with my microSD card on my BlackBerry, but now it won't work with a microSD card on my Android phone. This is a serious problem and if I can't get it fixed then PodTrapper is useless for me and I will have to find another podcast software to use, but I really don't want to do that because PodTrapper is an EXCELLENT podcast software and I love everything about it. I just want it to work. Please. That's all I'm asking.
You have the opportunity to avert a major public relations disaster, all you have to do is give some kind of response indicating that you're LISTENING and not IGNORING YOUR CUSTOMERS.
First the quick summary, then more detail:
Quick summary:
-I tried PodTrapper and fell in love with it.
-I bought PodTrapper (in lieu of marrying it).
-I recommended PodTrapper to everyone I know. I was a self-appointed spokesperson for PT because I loved it so much.
-I switched from BlackBerry to Android and installed PT on my new Android phone.
-I encountered a serious issue that is preventing me from using it properly.
-I searched the website and forums but found nothing so I posted my problem on 2011-10-16. The suggested solution failed and I asked for help. Nobody responded.
-I again posted my problem to the forums on 2012-01-04. Nobody responded.
-I emailed support on 2012-01-05. Nobody responded (other than the automatic reply).
I have been very polite and patient, but I am at my wit's end. I am so frustrated and angry that I want to denounce it all, however I am willing to give Versatile Monkey one more chance to acknowledge, rather than ignore, a once-happy customer. What do I have to do to get someone's attention? Jump up and down and start yelling? I'm asking nicely. I've been very patient. Please.
More details:
Here is a copy of what I emailed to support on 2012-01-05 (That's January 5th, 2012):
"----------------------------------------------------------------------------------
First, let me say that I've been using PodTrapper (PT) for BlackBerry
for a long time and I love it so thank you so much for such a great
product. I bought the full version and it was the best money I ever
spent on an app.
I really need help, though. I've tried getting help on the PT forums
but no help there.
Here is the problem I'm having: I just got the Droid Bionic (which
runs Android obviously). When I install , there is no way for me to
have PT use the microSD card, instead it is using the internal memory.
Even if I go into PT's storage settings and try to change the folder
path, I can't navigate to the microSD card because the "highest"
directory I can go to is /mnt which is on the Bionic's internal
memory. I cannot go "up" to a higher directory to select the microSD
card. I have tried uninstalling and reinstalling PT but that did not
help. On my BlackBerry there was no problem using the MicroSD card.
And on my Bionic there is no problem using the MicroSD card with other
apps. I can browse the card, etc., but PT is not "acknowledging" that
the card is there or even giving me the option to use it.
Please advise, if someone can help me get this working properly I
would greatly appreciate it. I would like to get this resolved ASAP
so I can resume using PodTrapper. Thank you
-----------------------------------------------------------------------------------"
In summary, PodTrapper worked just fine with my microSD card on my BlackBerry, but now it won't work with a microSD card on my Android phone. This is a serious problem and if I can't get it fixed then PodTrapper is useless for me and I will have to find another podcast software to use, but I really don't want to do that because PodTrapper is an EXCELLENT podcast software and I love everything about it. I just want it to work. Please. That's all I'm asking.