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.