Review of SoftAir

[Siora]

Unfortunately I used to have a bit more respect when it comes to SoftAir but unfortunately my opinion's are changing everyday. It appears as though they only work hard and communicate effectively when you are buying a product from them or potentially could buy a product from them. I've been emailing them regarding their current free mod and how it does not work with the new build but yet I get no response or I get false dates and no emails when those dates go by. I've even submitted tickets to them requesting more info about certain mods or even a mod that I would like to pay for but again no response.

Is this the type of business you are trying to run or is there something effecting your business practice?

SoftAir is heavily advertised here and have done some good work but unless you plan on supporting the mods you advertise, I would not even bother doing them because it only brings you bad publicity.

I've been asking about the pay per ticket module that I am willing to pay for along with other members but still not getting any updates.

I am willing to retract my opinion if I see some improvements but until then, I will no longer promote your services.

[craigbrass]

I don't think they promise anything with regards to their free mods. They will support them if you pay I get the impression.

[Siora]

That may be true but then that should be stated somewhere. Also, if that was the case then their mods will end up being useless if they don't work on the newer STABLE builds that kayako puts out.

I'm not looking for promises, I'm looking more for proper communication. If you state a date, stick by it. If you can't make that date, then communicate that and apologize.

If you get an email, return the email. If you get a ticket, return an email with the info.

I mean its proper business practice if you want to be successful. Lack of communication will kill any and all businesses especially if its customer driven.

[craigbrass]

I agree that they should do this but what I am saying is that you should not expect too much from something that is offered for free.

[Siora]

Okay put that aside (even though all they have to do is simply state that they can/can't or will/will not fix it).

What about the pay per ticket module. I am willing pay for it along with the other members. Where is the update on that? No emails, no communication = loss of business.

[craigbrass]

Hmm yea, I see your point. I read JC was out of town which is why nothing more has been done. Weird somebody doesn't take over from him while he is away...

Tried their Live Help?

[Siora]

I have not tried their live help but I did eventually get a response last friday from JC (after telling him that I will be reporting the lack of communication and support on the forums...surprising) and he said that he would provide me with an update in detail come Monday. I emailed on Tuesday asking if there was an update...still haven't heard from him.

[Siora]

Yes, they are definately losing a lot of credibility and as more and more people report these types of issues, they will begin to lose business or get a reality check and start communicating better. I've sent numerous emails to Andres but he has yet to return my emails.

[craigbrass]

Could be they are just getting busier. Wonder if JC will come along shortly and reply.

[Siora]

I submitted another ticket last night regarding the pay per ticket module and the person online at the time said that JC would reply to me today sometime. We'll see how that goes.

Craig, in all honesty, no matter how busy you are there is no excuse not to send a simple email to update people that are waiting for responses.

[craigbrass]

Craig, in all honesty, no matter how busy you are there is no excuse not to send a simple email to update people that are waiting for responses.

Totally agree with that. I was not defending them at any point. For the free modules, if they are not going to update them for a while, saying so in a ticket would be better than ignoring you.

[SupportMods]

This is not to advertise, but I will be finishing our Pay Per Ticket Module in about another month. It has a lot more features then you are requesting, but I have been developing for about 6 months now, but we already have it working with Paypal and 2Checkout, right now we are fine tuning a lot of things

[Siora]

Originally Posted by lbGURU

This is not to advertise, but I will be finishing our Pay Per Ticket Module in about another month. It has a lot more features then you are requesting, but I have been developing for about 6 months now, but we already have it working with Paypal and 2Checkout, right now we are fine tuning a lot of things

I love it...how much do you plan on selling it for? You were the one that was originally working on it before the hard drive crash correct?

[SupportMods]

no that is greengiant, but I must admit my ideas/inspiration came from his module and after I saw their was no development I decided to start developing it as we were so anxious waiting for his and when it never happened it created an issue for us. We hope that Kayako will want to buy it, but if not, we plan to either sell it for a low month fee like 5 to 9.00 a month or a higher flat fee (don't know yet). If the monthly fee it would include the support and maintanence as it is going to require someone to maintain it if Kayako will not add certain things, so it all depends.

[SupportMods]

Sorry for all the bad grammar. I just re-read my paragraph and sheesh...I was rushing