SINTRAWORKS >>"I tried to fill a simple form with this (add 5 pieces of text) - then it didn't want to save the document and hung in an error." From the customer's initial email to us, it became clear that he meant to save the file as a PDF, but actually used the standard save command which saves in PDFClerk's own file format. With this feature he experienced a hang. He sent along a partial screenshot that showed that this is likely an obscure bug, so far unique to this particular client, in an otherwise widely used feature. In response we offered to either fix the issue at short notice, or issue a refund if we couldn't. To maximise our chances at fixing the software, we requested some information about the circumstances of the crash, and provided a step by step explanation on how to obtain it. Assembling this info and sending it to us takes just a couple of minutes. >>"When looking through the manual it is clear that this isn't a PDF editor, but some kind of a tool that writes "it's own format"." The client claimed this in his initial contact with us and we explained that PDFClerk does indeed save to PDF. (In fact, the same section in the user guide that mentions the custom file format also explains the difference between saving a PDFClerk document, and exporting to PDF, so it's hard to mis this, really.) We also told him about the various options at his disposal to save to PDF, and the differences between them, and how to access them. Having its own custom file format allows PDFClerk to offer modes of working and flexibility which would otherwise not be possible and which is generally appreciated by our users. At the same time producing PDFs from your work in PDFClerk is as easily done as saving to the custom format. Even though the customer cannot by now but be fully aware of this he insists PDFClerk is not a PDF editor. This is a clear deviation from fact. >>"Refunds from this company even when software doesn't work are a no no (probably in violation of US consumer law)." As explained above, this is not so. The customer was quickly responded to with instructions on how to save the file in the format he actually wished to save it, which would in all likelihood also immediately avoid the issue he experienced. Nonetheless, as mentioned above, we still offered the option of a refund if we couldn't provide a fix for the issue he did experience, within a couple of days. Yet the customer chose to ignore any of this; not informing us even of whether he tried our suggestions, instead sending us an antagonistic reply. Had the customer been somewhat more cooperative he would by now have had either an update that fixed the issue, or a refund, and would have spent less time at all of this than he has now, trying to _force_ the refund and speaking ill of us and our software across the internet, with claims about the software that are easily proven to be misleading. And both the avenues to a fix and to a refund are still open. >>"If you have work to do, and no desire to save files in non-pdf formats, or to troubleshoot broken software, then look elsewhere." As should be clear from the above, PDFClerk in no way forces one to save in non-PDF format. In fact, opening a PDF, making a few quick edits and exporting straight out to PDF again is an often used workflow. Neither was the customer asked to troubleshoot the software. We merely requested some information that might help _us_ to be more efficient at troubleshooting the software (what's more, for an issue that did not even affect the functionality he actually needs to achieve his stated purpose).
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