Back in March, I emailed Hypersonic about their 8790 equivalent. I immediately received an auto-confirmation email from them telling me, "Thank you for your blahblahblah, someone will email you soon blahblahblah." Well, it's June
now and I still haven't received my answer. Needless to say, PC Torque definitely won the day there. Tom has always been very fast in replies. I don't think I've ever waited more than a day- generally I receive answers within
the hour. Like Freestyle, I expect customer service for the money I'm paying. I shouldn't have to make a phone call in order to get results. I'm in Japan, so the time difference and the cost are factors for me. The fact that PC Torque can provide such timely service in contrast to Hypersonic's apparent inability to keep up w/ their emails puts them in a bad light. Just like Freestyle said, if I don't get answers to emails, I'm going to assume that I'm not going to get emails from service calls, either. And that's unacceptable. Perhaps it's not so, but it's the only way I've got to judge their reliability. And considering that I received their auto-reply email just fine, I don't consider the possibility of it going into my spambox a valid excuse. My email also costs me ~$40/yr, so it's not a matter of having a free acct, either. It's simple- Hypersonic dropped the ball.
According to this thread, there's at least 4, if not more, units that Hypersonic has lost due to poor email support. Someone might want to forward this thread on to their Customer Service Dept. so they can get a heads up about staffing their online support section a little better. I know if I was running a business and I read about issues like this in my own company on a competitor's website
, I'd be P!$$ed!!
Heads would be rolling.