Some companies succeed despite themselves. They do not respond to customer or even partner requests for assistance and information. One such company is onOne Software, which I will call from now on offOne, and here is why.
I attended a Kelby Training seminar in Hartford, CT on September 20, 2012, and one of the perks for attending was free software from offOne. At the seminar place, I approached offOne and asked when I could expect to receive the software download information. I was told that they would start sending them out in one week at the most. After a week or ten days, I wrote to Kelby Training and explained the situation. I quickly received a reply which said that they
have sent your request on for follow-up. On One should be in touch via email with your download code within the next few business days.
Six days later I informed them that I had not received any communication from offOne and quickly received the following
We sent in a second request to OnOne for you yesterday, so hopefully, they will contact you within the next few business days to give you the code you need for your download.
The wait continued … Mind you, Kelby Training was contacting offOne, one of their partners at the seminar, and offOne was totally silent. Five days later I wrote to Kelby Training once more and told them I was not pleased with the way offOne was treating them and me. Eventually, I spoke with the person who had been replying to my inquiries, a very helpful person indeed. The individual was very apologetic and offered to send me one of the download codes from another seminar. I thanked and waited for that information. Soon after an information e-mail arrived from Kelby Training rep with a download link from the offOne Web site with the necessary password to download the software. I thought things were looking up. Wrong!
I followed the link, entered the password, and I received an automated e-mail from offOne with the serial number and a download link for the software. Dutifully, I downloaded the software and went through an unusually long install process. Finally, the software was installed. I fired up Photoshop and loaded an image. When I applied the filter of offOne Software it asked for the serial number which was sent to me by offOne. I entered it and quickly received an error message.
I reported my experience to Kelby Training rep as:
I am attaching a copy of the mail I got from them, with the download link and the serial number to activate. Installation took forever to finish but completed without problems. I tried to activate the software, but I got an error message. I read on their site that copy and paste from the e-mail may result in this error and that I should not enter any dashes. Which I did (although I thought their process was very “user-hostile”) but it still did not work. Then, I looked at the Lightroom plugin extras and noticed that it installed the Perfect Photo Suite 7 with Perfect Effects 4. This is one confused company; I am surprised that they are selling anything!
I appreciate your help but do not appreciate onOne Software’s attitude. They will not likely have me as a customer, or even a reviewer of their product. They seem to be trying awfully hard NOT to market their products, we call this “demarketing”!
I received the following response:
I am so sorry, and I don’t know what to say to you. I have one question before I do some research on Monday – Did you receive this from them after you started the download from the code that I gave you? I just want to make sure that they didn’t finally send you the original download promised a couple of months ago and the two got crossed somehow. Nevertheless, the process was not user-friendly, and I am sorry.
I will be in touch when I have something positive to share with you.
I sent a reply:
I appreciate your help but, I have almost lost all interest in the product, free or not. I may write a post to express my thoughts, but I cannot fault Kelby Media group for any of this.
I have not heard from this rep who truly tried to help me despite the stonewalling by offOne, probably still waiting to hear from offOne. I would say, thanks Kelby Training for trying to help; shame on you offOne Mushware. You can take your software …
Update: Read the response from the company in an addendum post.