A Tale of Excellent Customer Service

In this day and age, we hear a lot about bad customer service. Complaints, bad reviews, negative publicity abound on the internet. So for a change, I thought I’d share a tale of excellent customer service.

Last night I tried to install UltraEdit. In my last post I mentioned having bought a new hard disk, and am still getting everything set back up. As part of UltraEdit’s setup, I had to enter my authorization key. For some reason, I couldn’t get the software to accept my key, event though I knew it was valid.

So this morning I e-mailed their customer support address. Less than 15 minutes later I get a response. I figure it’s one of those automated “we got your message, will reply in 24-48 hours” like most companies send. But no! This was an e-mail from a real live person named Renѐe.

The problem was a conflict with Vista SP1’s security, under non-admin mode it wouldn’t let UltraEdit write whatever it needed to, to save my registration info. All I had to do was right click on the uedit32.exe and Run As Admin. That time it took my authorization and saved it correctly.

After getting it fixed I let Renѐe know it had fixed the problem, and even got a “Thank You” e-mail for letting them know. Wow! Within 20 minutes of sending in my support request my problem was fixed and I was a happy camper.

Kudos to IDM Computer Solutions for a great product and even better customer support, and thanks to Renѐe for such a quick and courteous experience.

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4 thoughts on “A Tale of Excellent Customer Service”

  1. The whole operation is, I have to say, a refreshing change to deal with!

    A couple of months back I was reading about the latest version of Ultraedit and thought, “Yes, I think I’ll buy that it looks like the upgrade is worthwhile”. I went onto the IDM site, checked it all out and tried to buy an upgrade.

    “Weird”, I thought, it wouldn’t let me. “Never mind”, I thought, “It’s not expensive, I’ll just get another copy and try and figure it out later” (I had some deadlines) and put the order through, and went to bed.

    Next day I checked my mail and there was a mail from IDM saying “You couldn’t upgrade because you purchased a lifetime upgrade several years ago. We’ve looked at your new purchase and refunded the money because you are entitled to the upgrade anyway”.

    How many other companies do you know that would do that!

  2. Kudos to you guys for reporting the good news for a change! It’s nice to hear about companies that do the extra customer service. We always hear about the “bad” ones.

  3. Ian Mead (IDM founder) came and spoke at a Cincinnati Programmer’s Guild meeting. He told his story of being a dev for a large company to starting his shareware business. His story was very interesting. He donates much of his proceeds to charity too.

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