SoftAir does it again!

[Innerplanet]

Originally Posted by KB1

I know this thread must be getting boring now but I can't believe that anyone could be unhappy with SoftAir. I have had various work including customisation done by them and they are only ever too willing to make changes I have asked for and respond to my requests. Their work is 1st class.

Kerrin

Agreed! It's really hard to believe that you would be unhappy with their work. We had our customized SupportSuite done by Juan and the gang way back in October. Anytime we need help with something, they are STILL there for us, even after all of these months. Their after sale support is top notch.
I would be interested (along with everyone else here I'm sure) in seeing the work that wasn't satisfactory. No offence, but you are definitely in the minority here.

[Xolphin]

Originally Posted by demowolf

Xolphin... your approach here doesn't make sense to me. When you hire SoftAir to do custom design work for you, they will work with you until your customization looks exactly how you want it to look. If there's something you're unhappy with, TELL THEM and they will make changes accordingly. You can't just give them an order, expect them to run with it, and then HOPE they build what you want. Communication is key here.... you must be involved with the process, and describe to them what you're looking for. It's typically an iterative process.... they'll create a preliminary design and show you how they're making out. If there's something you don't like, you explain it to them, and they'll make appropriate changes.

I know how things work, I have other designers working for projects I am working on and I have no problem with them at all. Of course the error could be on my side too, I totally agree. Sometimes it clicks, sometimes it doesn't.

I did sent a lot of e-mail at SoftAir, but things didn't improve. At first I just got copy and paste job with the icons from http://www.iconbase.com/. After some tries with other stock icons, they did create something theirself. But the meaning of those icons were very unclear to me. I liked the background, and asked them to send it to me alone three times, I never got it.

At some point you make a decission that it isn't worth the trouble, both sides get frustrated and that doesn't profit anyone. If I order a design company to create some icon, I expect them to actually do some design work. SoftAir just dropped an stock icon on a blue circle. I can do such a thing myself in a couple of minutes too. If you expect a company to do that, SoftAir is the way to go, if you expect real design work, you should maybe choose a real designer.

[Varun Shoor]

We dont use stock icons

Almost all of our icons are designed in house.

Regards,

Varun Shoor

[jc11]

Thanks for your reply Xolphin, at Soft Air we appreciate and we do respect your opinion, we hope that in the future we may be able to fullfill your expectations.

Fedbback is a key thing for any company, we thank you for your comments

[Xolphin]

Originally Posted by Varun [K]

We dont use stock icons

Sorry for the mixup. Obviously I ment SoftAir, not Kayako. Your product is great, I love it more and more every day .

[Daersun]

Im going to be perfectly honest here.

Softair has missed a few deadlines with me. However they have instead worked for more then 5x the number of hours they said they would and done 2x the work they said. The icons are fantastic, and they really dont quit until im happy. I would recommend them to anyone!

[logan]

I realize that the support of softair 7/24/365 is not real, I have restlessness and they don't respond on time, or the answer is not really concrete thank you.

[jc11]

Good morning Logan, we do not offer 7/24/365 support either in our site or in our written agreements, we are available for our clients more than 15 hours a day but again, is not our policy to offer 7/24/365 support. We do respond promptly all emails and we tell our clients to feel free to call toll freee anytime if a ticket gets unreplied. Please submit your ticket number and we will be able to track it and reply accordingly

We thank you for your comments and we are happy to be able to clarify our support policy, if you have any further questions please feel free to drop me a line to jrodriguez [AT] softairltda [DOT] com or you can also call us at 1.877.SOFT.AIR from 04 GMT to 13 GMT Monday to Friday that is 16 hours of telephone and email availability for our client's. e-mails are replied 7 days a week with slower response times Saturdays and Sundays

[blindbasher]

Well I think SoftAir is great. I can always contact them, when ever I am on, JC is on, and is helping me.

Originally Posted by Xolphin

I know how things work, I have other designers working for projects I am working on and I have no problem with them at all. Of course the error could be on my side too, I totally agree. Sometimes it clicks, sometimes it doesn't.

I did sent a lot of e-mail at SoftAir, but things didn't improve. At first I just got copy and paste job with the icons from http://www.iconbase.com/. After some tries with other stock icons, they did create something theirself. But the meaning of those icons were very unclear to me. I liked the background, and asked them to send it to me alone three times, I never got it.

At some point you make a decission that it isn't worth the trouble, both sides get frustrated and that doesn't profit anyone. If I order a design company to create some icon, I expect them to actually do some design work. SoftAir just dropped an stock icon on a blue circle. I can do such a thing myself in a couple of minutes too. If you expect a company to do that, SoftAir is the way to go, if you expect real design work, you should maybe choose a real designer.

You shouldn't complain. You couldn't do better, thats why you hired pros like SoftAir. I've seen their work, and its amazing.

[User Name]

Good grief, people! Leave the guy alone. Everybody is unique. Sometimes things just don't click. SoftAir is great, but nobody can please everybody all the time. Xolphin was not 100% satisfied, and he's certainly entitled to his opinion without everyone questioning his actions.

[jc11]

We agree on that User Name

Thanks