Skip to Content
It is currently December 12th, 2017, 11:59 am

All times are UTC - 6 hours [ DST ]




Post new topic Reply to topic  [ 4 posts ] 
Author Message
 Post subject: Sapacial is Pathetic!
PostPosted: October 18th, 2017, 9:08 am 
Offline
Senior User
Senior User

Joined: March 11th, 2003, 9:20 am
Posts: 111
Location: Charlotte NC
I emailed these people to ask about an upgrade - the amount it would cost to renew my subscription, as I do every year. The chick hasn't gotten back to me in almost 2 hours. She offered an upgrade for $69.00 and asked me to send my Key for verification.

Code:
Hi,

There are two subscription options available, the Basic Subscription includes 12-months' product updates and is available for $69 whilst the Premium Subscription includes the product updates provided by the Basic Subscription but also includes a 12-month, SAM Broadcaster Cloud Silver service. The Premium Subscription is available for $99.

Both options include remote support if necessary.

If you wish to purchase an upgrade now or in the future, please let us know which option you prefer and we will be able to provide a purchase link.

Regards,

Jaynita Chintaram
Customer Service Representative



I emailed them to ask about an update and also emailed her back and this other CS girl says this to me:

Code:
Thank you for contacting Spacial Technical and Sales Support services.

Please contact our payment partner, Cleverbridge who will be able to assist you with your question. Their contact details are available here:

https://support.cleverbridge.com/hc/en-us

Regards,

Jasrah
Support Specialist



Are you serious? LOL. This is WHY you do not do busines with some SO-CALLED company that does not have a phone number. it is like this operation is being run from the bedroom to the living room to the couch - with a big bowl of popcorn, watching movies.

And yet, no wonder they are always mass emailing people, offering big savings on SAM, up to 40% off, probably because no one is buying!

So I looked up their number on the BBB (which Sapcial has an F rating with 5 complaints listed) and it is their owner Triton Digital, which of course has no knolwedge of anything Spacial related. They aren't even aware that they own this "company". So, I gave the young lady my name and phone number to have someone call me back to get this resolved. We'll see if anything good happens here.

(514) 448-4037
Spacial Audio Solutions, LLC
15303 Ventura Blvd STE 1500
Sherman Oaks, CA 91403-3137

_________________
-- JE
.::.(())::. Urban Hitz Radio™ USA .::.(())::. The People' Choice for Hip-Hop & R&B!
Listen to Urban Hitz RadioGET A Local or TOLL-FREE Request Line NOW...Only $2 Monthly – Request Line: (855) 588-6767 *SAM:Licensed 2016.3*


Top
 Profile  
Reply with quote  
PostPosted: October 18th, 2017, 11:55 am 
Offline
SVS Member
SVS Member

Joined: December 6th, 2004, 9:00 am
Posts: 7380
Location: Aachen (Germany)
UrbanHitzRadio wrote:
The chick hasn't gotten back to me in almost 2 hours.

Did you try that via the Live Chat feature on their support website or via the regular ticket/email system?

Replying to tickets within 24h is well within my comfort zone. Anything over 48h makes me nervous and if I don't hear back within a week, I consider the company dead. But that's just my personal opinion.

UrbanHitzRadio wrote:
I emailed them to ask about an update and also emailed her back and this other CS girl says this to me:

Hmm, that's strange. Why would they forward you to a generic page at cleverbridge? That company is a major payment processor for at least a couple thousand companies, but has nothing to do with the actual business side of the updates/upgrades.
Also they said in the first mail to send you a custom link for ordering either of the update packages for 69/99 USD.
Sounds like someone doesn't really know what they do. Is Spacial Sales support maybe just a call center with broken flowcharts for processing calls/requests?

UrbanHitzRadio wrote:
Are you serious? LOL. This is WHY you do not do busines with some SO-CALLED company that does not have a phone number. it is like this operation is being run from the bedroom to the living room to the couch - with a big bowl of popcorn, watching movies.

There are many reasons for not having a public phone number. Most companies discontinue phone support, because that's hardly traceable. You either have a supervisor listen in on the call or you have to trust the support agent blindly. With ticket systems like the one used at Spacial, you can see and prove exactly what either side (customer/support agent) has said and someone else can easily take over without needing another person to perform a briefing first.
Also companies that operate exclusively on digital markets will barely ever have a phone number to call for support. Good luck finding the phone support number of Adobe or Oracle for example. These are clearly high value and good reputation companies, but neither have a support hotline.

UrbanHitzRadio wrote:
And yet, no wonder they are always mass emailing people, offering big savings on SAM, up to 40% off, probably because no one is buying!

Discounts on upgrades / license renewals are very rare in the price range for off-the-shelf software like Spacial is selling.
You can get these in high volume deals with Oracle, SAP, IBM etc., but usually upgrades have a fixed price and are barely ever subject to any discount offers (i.e. they aren't included in stuff like black friday, christmas, easter, cyber monday etc offers)
Nothing unusual here.

If you're lucky enough to convince Spacial to give you a discount on the upgrades, please let me know. I'd be very interested in your approach.

_________________
Benedikt Bauer - SVS (Spacial Volunteer Support)

We're offering custom PAL / PHP code and general SAM assistance at palscripts.com

My Project:
Send "Now Playing" from SAM to Twitter and/or Facebook | Sourcecode


Top
 Profile  
Reply with quote  
PostPosted: October 18th, 2017, 12:25 pm 
Offline
SVS Member
SVS Member

Joined: December 6th, 2004, 9:00 am
Posts: 7380
Location: Aachen (Germany)
UrbanHitzRadio wrote:
So I looked up their number on the BBB (which Sapcial has an F rating with 5 complaints listed)

BBB? I know a bicycle accessories company by that name and Wikipedia tells me it's the IATA code for a US Airport and the english shortcut for the Blood Brain Barrier in medical terminology. (All the other 15-20 things listed with that acronym are specific to Germany)

UrbanHitzRadio wrote:
and it is their owner Triton Digital, which of course has no knolwedge of anything Spacial related. They aren't even aware that they own this "company". So, I gave the young lady my name and phone number to have someone call me back to get this resolved. We'll see if anything good happens here.

This seems to be more of a monetary investment than a strategic one. Triton is big in radio advertising, but there are no efforts at all to introduce anything with that regard in the SAM line of tools. Quite the contrary: Everything ad related that Spacial had in their portfolio has been discontinued.
Tritons investment in Spacial seems to be pretty generic at best. They could just be a random bank or a company from the chemical industry as well.
With that in mind, it's no wonder that a small hotline employee at Triton Digital doesn't know about which companies their employer is invested in.

_________________
Benedikt Bauer - SVS (Spacial Volunteer Support)

We're offering custom PAL / PHP code and general SAM assistance at palscripts.com

My Project:
Send "Now Playing" from SAM to Twitter and/or Facebook | Sourcecode


Top
 Profile  
Reply with quote  
PostPosted: October 19th, 2017, 7:13 am 
Offline
SVS Member
SVS Member

Joined: May 8th, 2004, 9:00 am
Posts: 10335
Location: Denver, CO
Seems to me they answered your question in the first email and someone misunderstood whatever was in your second email thinking you might have made a payment that did not get processed. They referred you to their payment processor for resolution. I don't see a problem here why the rant? Are you just mad a "SAPACIAL"?

As far as contacting the Better Business Bureau (BBB), 5 complaints over what time period? Your rant is pretty baseless.

_________________
- Rob Oyler, SVS
No longer broadcasting due to StreamLicensing failure to pay ASCAP & BMI for royalty coverage we paid them.


Top
 Profile  
Reply with quote  
Display posts from previous:  Sort by  
Post new topic Reply to topic  [ 4 posts ] 

All times are UTC - 6 hours [ DST ]


Who is online

Users browsing this forum: Bing [Bot] and 15 guests


You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot post attachments in this forum

Search for:
Jump to:  
Powered by phpBB® Forum Software © phpBB Group