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 Post subject: PreSales Support
PostPosted: December 5th, 2010, 9:05 pm 
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Downloaded the free demo, used for almost all the trial period and worked through the curve to make it do what I needed to do. After considerable thought about parting with my hard earned money, I call pre-sales & sales support to get some questions answered before throwing $279 USD on the table - waited on hold a full 25 minutes; all the while being advised I was next in line for next available representative. After nearly half an hour of that I hung up thinking to myself "this is presales support"? Well almost immediately after hanging up I received a call back with the "you called us how can I help" greeting. Cool.

I explained I had a couple of questions before purchase. I think I got my 2 questions in - hurridly answered - and before opportunity to discuss further I was told he "had another call waiting and he had to go". The guy sounded quite young and certainly not well versed in sales/telephone ettiquette. Great first impression. Maybe Spacial Audio should look at training their presales support personnel a bit better, or perhaps even post a special presales support line for folks over 50 with money that need questions answered.


Dave Paton

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 Post subject: Re: PreSales Support
PostPosted: December 5th, 2010, 9:40 pm 
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Joined: December 20th, 2006, 9:23 pm
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Honestly, I think you'll get your questions answered quicker in here. Just let us know what questions you have and we'll do what we can to answer. The Spacial Volunteer staff are users of the software, just like everyone else...

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 Post subject: Re: PreSales Support
PostPosted: December 5th, 2010, 10:17 pm 
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...and some of us are over 50, but don't necessarily have money. :wink:

I'll echo Andrew and say that most operational questions can be answered here in the forums. As mentioned, we're users and our experience is likely to be of some value. Ask away!

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 Post subject: Re: PreSales Support
PostPosted: December 7th, 2010, 1:21 pm 
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WDA1 wrote:
Honestly, I think you'll get your questions answered quicker in here. Just let us know what questions you have and we'll do what we can to answer. The Spacial Volunteer staff are users of the software, just like everyone else...


Whew.... Hoping I didn't come off as "whining" about SAM; just disappointed in their presales process - kinda like "if this is normal before they get your money, fageddabout help afterwards", you know?

When I mentioned I worked through the curve to make it do what I needed to do, it's worth mentioning this was achieved through forum support, thank you.

Elevatorboy wrote:
...and some of us are over 50, but don't necessarily have money. :wink:

I'll echo Andrew and say that most operational questions can be answered here in the forums. As mentioned, we're users and our experience is likely to be of some value. Ask away!


Yeah, money is at a premium these days :mrgreen: No question the forum is the go-to resource for support.
I really like the way the program performs. (And I'm certain I've not even scratched the surface). Oh yeah, I did go ahead and plunk down the $$ for the full program. :D :D

Dave

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 Post subject: Re: PreSales Support
PostPosted: December 7th, 2010, 2:31 pm 
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As Spacial Audio is a very small company, they rely on the forum for a majority of the support for their products. There are several of us (SVS = Spacial Volunteer Support) on support staff that are always around or at least a few minutes away from checking in at any given time.

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WE DANCE AS ONE: A Celebration In Groove
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 Post subject: Re: PreSales Support
PostPosted: December 7th, 2010, 2:47 pm 
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I'm < 50; can I play?

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 Post subject: Re: PreSales Support
PostPosted: December 7th, 2010, 3:15 pm 
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FesterHead wrote:
I'm < 50; can I play?


We can maybe get you an honorary AARP card.

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Andrew Cannon
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WE DANCE AS ONE: A Celebration In Groove
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70's, 80's, 90's and Now... plus some of the
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http://www.wda1.com


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 Post subject: Re: PreSales Support
PostPosted: December 7th, 2010, 5:34 pm 
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Dark beer, a liter of single malt, and a few decent cigars; I'll see what I can do about getting you into the game.

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 Post subject: Re: PreSales Support
PostPosted: December 7th, 2010, 8:24 pm 
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WDA1 wrote:
FesterHead wrote:
I'm < 50; can I play?


We can maybe get you an honorary AARP card.


LOL

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