Really not a good first impression

Disappointed from the start

from Stardock Forums

So , hopeing that someone at Stardock reads this, and perhaps improves it for the next person who comes along, may benefit Stardock as well as that person.

 

I'm fresh to Stardock software.  I'd read good things about STart8, and so came here to take a look.  Noticing that I could buy for $5 I thought not a bad idea, but indeed liked the idea of Fences too when I saw it.  

 

Great I thought, I'll buy Object Desktop.  Into the basket, Checkout.  And then it all stops.  I'm not returning so click the Create Account button.  Email address entered twice, password twice, all green ticks.  Click Continue..... and it whirs and whirs and whirs and then does nothing.  At all.

At first I thought it my browser, so I tried another, and a different computer, and one on a different network.  No joy.  Emailed support.

So a few days on now, I've not heard back from support.  I've been unable to pay for the goods, because I couldn't setup an account.  This has to be bad for Stardock.

At this point I'm about ready to give up.  I can't register to buy, and support don't seem to be interested.... If that's my impression, why would the software be any good?

I press on, and through an FAQ find a different way of creating and account.  This works better and promises a verification email.  

Nope that never arrived.... though to be fair could be a spam filter issue.

24 hours on and the account is active and I can buy.  Object Desktop bought!

10 minutes later I get an email a "Welcome Gift",  yes you guessed it, 10% off Object Desktop if bought before 11th Oct.   But I've just bought it.  Talk about rubbing it in!  I shoulda just bought Start8, then would still have saved 5$.

Anyway, but to recap, really bad first impression as:

1) Checkout create account process is broken.
2) Support didn't seem interested.
3) Alternative account creation didn't seem to send verification email
4) Welcome gift is a discount for something I just bought.  Grrr

This is just one persons perspective, and given purely as feedback in the hope it helps you.

No need to disagree or argue, if you don't agree, just ignore me. 

28,521 views 8 replies
Reply #1 from WinCustomize Forums Top

Thanks for the feedback.

I've escalated the web issues to the proper folks to look at.

As a support person at Stardock I have an interest in your experience.  Please post the support ticket ID so I can look into it further.

Thanks

Reply #2 from WinCustomize Forums Top

Once you get over the bumps and hurdles, I think that you'll be pleased with your purchase. I first stumbled onto Stardock through ObjectDock, which for me is a daily, vital part of using the computer. With all the other programs, you can change the appearance of just about everything on your desktop, and also have access to some very useful tools with DesktopX, for instance. Windows isn't as ugly as it was in the days of XP, but it can still be vastly improved with all the skins that the artists here produce.

Stardock Support, I have found, is very diligent in getting to a solution when people have problems, and I don't think your case will be any different. In any case, welcome to skinning and WinCustomize. Check the galleries out.

Groupy 2 - Organize multiple applications into grouped tabs on your Windows desktop
Reply #3 from WinCustomize Forums Top

Quoting willistuder, reply 2
I first stumbled onto Stardock through ObjectDock, which for me is a daily, vital part of using the computer
End of willistuder's quote

 

Same thing for me couldn't agree more willistuder...well said...thanks!

Reply #4 from Stardock Forums Top

Quoting Zubaz, reply 1


As a support person at Stardock I have an interest in your experience.  Please post the support ticket ID so I can look into it further.

Thanks
End of Zubaz's quote

ticket is #USP-975-80153

Still shows as open and unassigned, created 7th Oct 2:20pm

Hope that helps, and thanks for taking the way it was intended.

 

Phil

Reply #5 from WinCustomize Forums Top

Hang in there PHILOUGH78, They will get you sorted, and you will be happy with the purchase and the freebies on this site.DoorTech1.

Reply #6 from WinCustomize Forums Top

So.

You created your case on a weekend: when the office is closed.

And . you created a case at a point where we have three new-ish desktop products and a game less than a month away.

What that means is that support has a lot of good support to give to lots of people.  

As of close of business today, your ticket is tenth in the queue.  Should I just close it now?  ;)

 

Seriously though, I wish we could have gotten to you sooner and I wish you hadn't had any issues.  For most users, everything works.  If things break for many people and those people email support, the support team is the first to poke people with a stick . .  hard.

I'm sorry you had a bad experience but I hope this explanaition helps provide understanding.  Fell free to contact us again if you need anything else and we'l get back to you as soon as we  can.

Reply #7 from Stardock Forums Top

Hi please leave it open.

I've recommend a few other people buy Fences, and when they call me to say "how do I buy it", I'd like to know that the checkout process is now working.

Thanks for the explanation, but it really wasn't needed, as I said I passed on this view so you could see how you might have lost a customer.

Cheers

Phil

Reply #8 from WinCustomize Forums Top

Sounds like Philhough78 will be a welcomed member at WC. Great attitude towards a bad start. Hope to see ya around the forums and doing some skinning maybe.