A few days ago, I wrote about an unpleasant experience with a software company, onOne, and I referred to them as offOne. That post explains all the shortcomings of a support and service system.
Yesterday, I received the following e-mail from onOne, which was very close to an apology without being one. That was a positive change in this long saga. I am withholding the name of the individual, but can share with you that the person is in a managerial position:
Thank you for taking the time to share the poor experience you’ve had with dealing with onOne. We take a lot of pride in our top of the line support and it troubles me when we fall short. I would be happy to offer you a free copy of Perfect Effects 4 in the hopes that you will give us another shot. If there is anything I can help with, please do not hesitate to contact me directly.
I was pleased to hear that the company was willing to accept the fact that what I experienced was not good service. I replied and suggested that the person write a comment below the post or I would write a follow-up to share the message with the readers of this blog. I also thanked for the offer for free software but declined the offer. Today, I received a reply from this person:
Thanks for taking the time to write me back. Please feel free to write an addendum to the post if you feel it is necessary. Again, we pride ourselves on the support we provide. I wanted you to give Perfect Effects another shot as I know it is a very easy to use product a lot of your followers may find useful.
I also appreciate your honest opinion and it is very helpful to your readers and others to see both sides.
I am sharing the message from onOne without modifications and, in fairness, to provide an opportunity to the company whose service I called to question. I appreciate the gesture and hope that there has been some internal discussion of the mishap and ways to eliminate the problem. That would make the effort to share this experience worthwhile.
Now, continuing with the switch analogy, the switch is between on and off!