Clyde,

Many thanks for the update. It is much appreciated!! And thanks to our work earlier today, I was able to improve our installer so that in the future the same frustration won't happen again.

Thanks again, and I look forward to hearing from you in the future. Hope you'll enjoy Pagico!

Ryo

I agree with you Frodo8. This sounded like the app I have been looking for, but after reading Asigut's post...I'll keep looking. I sounded like a combination of DayLight and Merlin, which would have been awesome, but with support like that, I don't plan to put any mission critical operation into such a shaky app and non existent tech support.

Frodo and SenorRamos,

We are a small team (2-man shop) and we have to develop and provide customer support at the same time. That's why occasionally our emails could be a bit slow. As you can tell by our responses here, we are not ignoring users, and actually we do pay attention to user reports.

The incident pointed out by a user named asigut is just an isolated issue, and to be honest, I don't think it is fair to call us shaky or non-existent based on this one issue.

Ryo.

Ryo, I run a business in three time zones and cannot afford more than 1 hour of downtime. The software that manages that work flow must exceed that performance criteria. Regardless of the features and functionality, if an app is not working 98.9% of the time and being rapidly responded to the other 1.1%, it is not a solid app - regardless of developer team size. I have rock solid apps from 1 man developers working on multiple platform. In this day in the digital age, slow email response is an excuse that is not acceptable. Apply that reasoning to any other mission critical operation you depend upon ...aircaft landing instruction, electrical power generation, construction project controls, etc... and you may see my perspective. In this digital world, it takes years of hard work to develop a solid reliable reputation, but only one public customer service (tech support) fiasco to destroy it. Word of advice, find a customer service person or contracted outfit to join your team, because this "isolated issue" is as catastrophic as the Blue Screen of Death - that makes it a shaky app and waiting over 24 days for a response (and only getting one after public exposure of non existent customer service) is non tech support. Again, think about the digital developers you depend upon and ask yourself if you would be willing to excuse such incompetent excuses.

Your concept is a great one and exactly what many operations need, but they need it as reliable as a pencil and paper. In the end it's all about how well it work.

SenorRamos,

I understand your perspective, and it definitely makes sense. We do try to be attentive to customer inquiries as much as possible. But no one can guarantee that everything will work all the time. Things WILL go wrong. Not just our apps, even million-dollar projects such as Windows, or even spacecraft launching in some rare cases might go wrong as well. This is the nature of technology even we do spend hundreds of hours making our apps more solid and better prepared.

So I guess my point is that unexpected things will happen, and we'll do our best to react to users' input. Occasionally we might be a bit slow to get to users' emails, but that does not make our app shaky or make us "non-existent". Moreover, what frustrates me the most, as a software developer, is to receive low-rating reviews from users who have not used the program at all (e.g. the review made by Frodo above).

Ryo
I don't think anyone expects technology to be without its flaws and limitations, that would be absurd. What they do expect, and what developer need to remember, is that responsiveness and performance produces consumer confidence...which translates into good reviews and sales.

I can sense the frustration in your replies, however that does little to boost my consumer confidence in your team and product. Consumers are much less likely to spend their time, money and energy on a product they don't feel confident in.

Asigut's posting was very honest, he likes your product, but had to revert to another developers product because of your company's poor responsiveness to his crippling problem. Frodo's response too was very honest and telltale of public perception. From a businessman's standpoint, these should be red flag's that your business model of customer service is sinking your flagship product. Airing your frustrations about potential customers misgivings (AKA consumer confidence) in a public forum does not help your product or company's marketing efforts.

Word of advice, don't air your emotions in a public forum or attack a reviewers comments, its unprofessional and indicative of an amateur operation. It's nothing personal, it's just business etiquette. Admit that your product had technical difficulties and that they are being promptly addressed. Reassure your current and potential customers that things are under control and seriously restructure your company's customer service/tech support. You should NEVER say "Occasionally we might be a bit slow to get to users' emails", that is an amateur error akin to FedEx saying that they occasionally might be a bit slow in delivering your overpriced extremely urgent overnight package! Though it "might" happen (due to an act of God), that should NEVER be your company's way of doing business, otherwise don't ever expect consumer confidence to come back.

Just remember that Users are your biggest sales force and finding new customers (like folks on this forum) is exponentially more difficult than keeping existing ones (like Asigut). Keep your existing customers very happy and their loyalty will turn out consumer confidence, sales and future growth for your product and your company.

I'm sorry about the problem, but why don't you contact us for that problem? We can definitely help on that.

Its ok. I fixed it.. just not used to programs installing things there so when httpd wouldn't start.. the last thing i thought to check was the users config dir (that i dont use).

Cool program, I just posted the comment here incase someone else runs into the same issue.

Thanks for your reply.

We're doing whatever we can to make it harmless to your apache configurations so we used sub-configuration files that is not going to conflict with your system.

But as you're having the issue, I really would like to know more about it so we can improve our installer.

Thanks!