dear jps, you haven’t visited this forum in almost two months, and i don’t get any replies regarding my support mail (paying customer)
anyone else got signs of activity? is there a phone number (pm me) i can use to get in touch?
No support reply
jbrooksuk
#2
You paid for a license of the software AS IS, not for support.
Regardless, try sales@sublimetext.com
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Tori
#3
[quote=“jbrooksuk”]You paid for a license of the software AS IS, not for support.
Regardless, try sales@sublimetext.com[/quote]
The lack of replies still warrants the question. It didn’t occur to me to try sales@, given it’s a support question, but i’ll try…
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With respect, jbrooksuk, that’s EXACTLY what a user pays for when they purchase a license, regardless of what your license agreement says. Working as the tech support manager for a software company, I’m a huge stickler for good support and we offer it free - both licensed and free users getting exactly the same level of fast, competent and friendly support. It’s not guaranteed in our license agreement, because we know that every software company worth their salt will always agree that good, fast and genuine support is always a given. This ensures that, even when critical and use-halting bugs are found, users are loyal to us and stick with us patiently.
Just because you may not have a legal obligation to support your users (and I’m a little skeptical of that, if you’re offering a paid product), doesn’t mean you don’t have a moral obligation to do so.
I came on these forums today, looking to report an issue with a program that I previously loved. Now I’ll be leaving and looking for different software to use, purely because of the cruddy support, and lack of basic consideration for the user-base, that has been clearly demonstrated here.
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