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« Last post by Josh on September 03, 2007, 05:56 PM »
I too have had horrible experiences when it comes to GemX and customer support. Initially, when I was evaluating Do-Org, I tried to register for their forums. It took me 2 weeks to get this done and several of you remember the fiasco I went through. I resorted to having some folks from the netherlands CALL THEM and still got no answer. I registered a total of 8 times, each time my account was deleted after 24 hours. They have admin approval setup on their forum for new user accounts. This is all well and good, IF THEY MONITORED IT. OK, that aside, I finally was able to register.
Now, I evaluated and purchased the program and various modules for it. Well, it took me 4 days to get my product key for the base program and that didnt allow me to use any of the modules I purchased. I sent several emails (which was also done when attempting to register an account to ask for support issues), all of which went unanswered. But again, after 4 days, I finally received a reply.
Now, I reported a bug about 3 months ago which was reported by several other users regarding their reminders system popping up reminders even after the alarm was dismissed and past the event's actual end time. They claimed this was being worked on. Well, I asked to be added to their beta team so that I could test the fixes. It took them 1 month to add me, and I think that was only done to shut me up on their forums since I was loudly voicing my distaste for their support. Well, after being granted access, I noticed that ONLY ONE beta version had been posted on their beta forum, and that during the course of the next two months no info was posted on what they were working on and what needed to be tested.
Now, as darwin pointed out, the forums have gone AWOL along with the support staff. Their pride and joy, DSM, support system which allows users to communicate directly with the authors without the need for email has proven to be useless. I too, sent a message to them about their forums and have yet to receive a reply. They claim on their DSM page that the response time is 4 hours, this has not been the case at all. Often times, when I do receive a "response", no contact is actually made and the problem is mysteriously either handled, or made to disappear.
This is a user who is about to demand a refund since I cannot obtain support for the constant bugs I am now starting to find with no way to report them. This is really pissing me off.