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.
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?
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.
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.