posted 8/30/2010 by Vivek Thakur
**UPDATE**
We finally got some decent reply from the MediaSoftPro programmer, and he has promised us to resolve all our support issues. We are happy with the support now, and I hope they continue to give the same support to all of their other customers as well.
Some companies try hard to market their software products but do not care about support at all. MediaSoftPro seems to be one of them. They provide .NET based media encoding and publishing component, which is nothing but a wrapper around the popular FFmpeg opensource converter. We bought a commercial license thinking we would get basic if not good support in case we run into any technical issues with their component. But now we are regretting our decision. Here is why:
There is practically NO SUPPORT! The converter has some crucial showstopper bugs, and unless we get a reply from them, we wont be able to fix those ourselves. We sent them countless emails, but to no avail. They have some live online chat link, but it is always OFFLINE. Looks like they added that live chat link just to fool potential customers.
Secondly, we even tried posting our queries to their google forums, and it takes 3-4 days for them just to approve our posts, forget answering them. Our last 3 queries have not been approved even after week of posting them. There is no phone number to call them.
So I would recommend not to buy this product, if you buy it then you will be stuck forever trying to find fixes to their bugs. I wish I could get my money back! These companies just do not understand the value of support, without which any great product can fail.
Good luck! Everyone has reasons! I hope the guys from MediaSoftPro will provide you the deserved support.
Your last paragraph tells one of the crucial things that companies should take care of in order to achieve success. Thank you for sharing your experience! This is very important to help the world build better products!
Hi Shane,
We will be sending you our preivous emails as well as un answered forum threads so that you can have a look and revert back to us on the issues.
My intention is not to defame your company, but we really got frustrated after waiting for months to get an answer, and also the fact that no one is ever online in your "Live Chat" software. There is no phone number and no other way to reach you. Since now we have your contact ID, we will let you know our issues and hopefully we will be able to resolve them. I will edit this blog post if we get replies from you.
Thanks,
Vivek
Hi Vivek, Let me know you due to heavy load we may sometime miss query, but it doesn't mean that we never give support to our customer. From last four years we provide services in video publishing and media sharing script and more than 97% of customers satisfying from us. We not received any of your mail / query on our support mail. How you can say that we can't respond your query. As ffmpeg wrapper it does't guarentee that you can get 100% result with every type of video codec available in market. Its baseless allegation and should be avoided. If you sent any of mail to us, kindly mention it, we will try our best to solve your issue, but it doesn't mean you write an article just to defame our good work which we provide from last four years. Regards.
Hi Vivek,
Let me know you due to heavy load we may sometime miss query, but it doesn't mean that we never give support to our customer. From last four years we provide services in video publishing and media sharing script and more than 97% of customers satisfying from us.
We not received any of your mail / query on our support mail. How you can say that we can't respond your query.
As ffmpeg wrapper it does't guarentee that you can get 100% result with every type of video codec available in market.
Its baseless allegation and should be avoided. If you sent any of mail to us, kindly mention it, we will try our best to solve your issue, but it doesn't mean you write an article just to defame our good work which we provide from last four years.
Regards.
Hi, we not received any query either through forum or through support mail from u. We received one forum post which is pending either its blong to your co worker but we already give support on issue he face.
We mostly available to provide support on Live Chat too. We provide swift support on our support email. We provide phone service to customers (related to media sharing script help on skype)
We try our best to provide best services and sort out issues customer face while using our product.
So kindly send your post detail or query to our support mail mentioned in contact us section. We will sort out issue you face.
Hi,
Try to disable this blog post, as we reviewed our query list again we really not found queries related with you. Send us queries, past queries if you have and we missed it and if we unable to solve your issue, then again enable it.
Shane,
We bought your enterprise license, and our tech lead lead has posted 2 queries (his name is Raghav Khunger),he got replies only today.
Also, we sent an email to you, on 25th April 2010, the subject was:
" Conversion to flv format issue - Receiving Error Code: Video processing failed, Error code 131 generated"
This email was sent to support@mediasoftpro.com, and we have not got any reply on it till now.
We would be watching your answers on the forums, till then I would be disabling the blog post as per your request.
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