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http://www.macnn.com/articles/03/02/17/dantz.charges/

Dantz charges for international tech support

updated 09:25 pm EST, Mon February 17, 2003

 
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Dantz today announced that it will begin (over the phone). New customers will receive 1 or 2 free incidents (depending on the product purchased) for installation and setup support. These incidents will be valid for only 30 days after the date of a full product or upgrade purchase (requiring proof of purchase). Dantz will charge customers a flat-fee ($40) for single-incident support for Express Users (and $70 for registered customers of other products). The company will continue to offer its online resources for free, saying that these changes were needed to to" keep our costs in line and our support quality at its customary high levels, Dantz must charge for technical support." Correction: Dantz began charging for domestic U.S. technical support calls last year; this model was expanded worldwide today. [updated]


by MacNN Staff

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  1. MacNN.com Reader

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    Joined: Jul 2001

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    02/17, 12:18pm | report spam | Reply |

    "High support quality?"

    Bah!

    They charged me already, back in September-- to tell me that the problem I was having with Retrospect 5 on a Mac OS X Server was MY problem, and NOT their problem.

    Dantz can suck it.

  1. MacNN.com Reader

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    02/17, 12:24pm | report spam | Reply |

    i bought the

    express version and since it does not have filters it was next to useless for me on oSX (can't say do not copy quicktime movies etc)

    i boought a 80 gig external firewire drive, a fireproof safebox and a foldersync app and i've been happy since.

  1. MacNN.com Reader

    Fresh-Faced Recruit

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    02/17, 12:47pm | report spam | Reply |

    Broken Product?

    The only time I call them is when their product is broken. No wonder they get so many calls. Ya think?

  1. MacNN.com Reader

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    02/17, 12:48pm | report spam | Reply |

    Maybe they will.....

    Maybe they will put all that money towards developing stable software and a better UI. The only problems I have with my three OSX servers all trace back to this software.

  1. MacNN.com Reader

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    02/17, 12:49pm | report spam | Reply |

    Admin login required

    It took some pulling teath to get the reply that Retrospect Express only worked if I required administrative login each time the program opened in Mac OS X. But finally I got the answer I needed.

  1. MacNN.com Reader

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    02/17, 01:21pm | report spam | Reply |

    it's their fault!!

    i just don't get companies stealing us money for tech support.

    if you would have release a good product, i wouldn't have to call you idiots!! if tech support cost you too much money, INVEST in you quality control department instead of making us pay for your mistake arogant idiots!

  1. MacNN.com Reader

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    Joined: Jul 2001

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    02/17, 01:22pm | report spam | Reply |

    Alternatives?

    Anyone got a good alternative to Retrospect? I wouldn't mind paying for tech support if their software actually worked as advertised but my experiences of the last two years have convinced me that we need to move. Especially after I spent $3,000 on software only to have them tell me that I had to pay for installation support (which turned-out to be their problem).

    Any ideas would be appreciated. Thanks!

  1. MacNN.com Reader

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    02/17, 01:24pm | report spam | Reply |

    charge only when...

    maybe they should charge if the answer is on their web site.
    this will make more sence to me

  1. MacNN.com Reader

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    Joined: Jul 2001

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    02/17, 02:16pm | report spam | Reply |

    Prosoft.com

    Look into products by prosoft:

    http://www.prosoft.com


    Not nearly as expansive as Retrospect, but their stuff works great for me. Too bad, I always like Dantz and this is terrible news....

  1. MacNN.com Reader

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    Joined: Jul 2001

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    02/17, 02:16pm | report spam | Reply |

    prosofteng.com

    Sorry -- wrong address:

    http://www.prosofteng.com/

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