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Webtrends frustration

Last-chance letter to sales office

   
10:49 am on Feb 27, 2007 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



Dear Webtrends sales office,

I am a Webtrends customer since summer 2000, when I started with Log Analyzer 6. Since then, I bought every upgrade, and I continually had the product under maintenance. I was always happy with the product, and had almost never the need to contact support. Up until a year ago. The switch to Analytics 7 marked a turning point, and from there on things started to go downhill. I got more and more frustrated with the product, with the support I received, with the value for money I got, and with your local dealers. For the first time in all those years I am considering to switch to a competing product.

Right now I face the situation that the software tells me on the one hand that I am in compliance with my pageviews, and on the other hand refuses analyzation because my pageviews are spent already. On the one hand it tells me my maintenance is still active, on the other hand it tells me I am out of maintenance. And it really want to tell me that I had more than 1mio of pageviews in a 3 day(!) timeframe.

When I contacted you the last time - also pretty frustrated - you did not reply at all but forwarded my request to a local dealer. This dealer however did not even try to solve my problems, but offered me a charged traning and a charged troubleshooting session. I don't blame him - he thinks he is probably right from his point of view. However I think this matter is between YOU and me.

I lost trust and I lost faith into your product. I feel like you are not acting in my best interest. You are on the verge of losing me as a customer.

I still hope this can't be what you want, and I still hope you do actually care at all.

Your turn now!

11:17 am on Feb 27, 2007 (gmt 0)

WebmasterWorld Senior Member vincevincevince is a WebmasterWorld Top Contributor of All Time 10+ Year Member



pmkpmk, sounds like you've had a hard time of it. The business of having you sent to the local dealer who wanted to charge you for fixing bugs in the software is way over the line of acceptable practice.
7:19 pm on Mar 1, 2007 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



Nothing so far.
2:19 pm on Mar 3, 2007 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



Thanks to the help of a co-member here at WW, I now have a direct connection to the tech support team for Europe. As of Friday afternoon, no official statement from the sales desk or any other representative reached me :-(
 

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