Well, after leaving this for a few days I have finally decided how I am going to respond to the tech support department at Tolis about the BRU LE software that only works with old versions of Apples OS X software and here it is:
Hi! Thank you for such a lovely friendly reply.
Thank you for correcting me with regards to 10.6 not being an automatic update. What you are basically saying is your software only works with old operating systems on Apple Macs purchased before the 28th of August 2009 – that’s nearly FIVE MONTHS ago and Apple don’t write “major OS update[s]” so you should have been aware of this since at least January 2009 when Apple started talking about this update.
As it’s taking you so long to provide software that works with Apple Mac’s that come with 10.6 (ie Macs that are 5 months old or newer) I assume your company is run from bedroom in a house rather than from a proper premises as a real company would a department of programmers who write the software and could easily update their application in preparation (and not in response) to a major OS update.
As for the explanation for the reason my ticket was marked as low, basically you are doing so well that you don’t want any new customers so will treat them all as a low priority – heaven forbid you give potential customers fantastic service so they see a good company (as opposed to a bad one) and part with some cash and buy your software (that doesn’t work).
And finally with regards to you comment “This is the Technical Support department. We have no role in sales here.” – it’s very clear that you also have no role in Customer Services either and clearly don’t care about attracting new customers and their money.
I can not believe a department is allowed to send such a response to a customer. Instead of apologising for the problem I was having, they started telling me I’m wrong (so much for the customer always being right) and begin an argument with me!
Would it have not been simpler, nicer and friendlier to simply say you are sorry for the problem I am experiencing and that you are aware of the problem and are working on a fix and that you will email me when such a fix has been created? Would it have hurt you to either telephone, talk to in person or forward this support call on to your Sales Department rather then basically saying go away I’m not sales you know??
I now await their response.
