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Saturday, February 12, 2005

I wanted to get myself a new FTP package, and since I'd previously used the Ipswitch WS_FTP Pro package, I thought I'd upgrade, so I downloaded the new version for their trial period before buying it. I installed it into a different directory (actually on a different drive as well), because I wanted to keep the previous version. Now, you'd think the new version would either ignore the old one, or ask if it could copy across all the details from the existing version. That would be logical, but no. This package deletes *all* the information in the existing version, leaving me to scrabble around and find all my details and passwords again. I tried emailing their help desk, and got no response. A few days later I got an email from one of their representatives asking me how I was getting on with it. I emailed her and explained, and got no response. Then towards the end of the trial I got another email, reminding me that the trial was almost up, and was I going to subscribe. Again I replied, explaining why not. And again, you've guessed it, no answer.

It's an ok piece of software, don't get me wrong, (although there are plenty of other packages that are similar out there), but not only am I annoyed at the glitch in the installation, I'm more annoyed at their lack of interest in their potential customers. After all, if they're not interested in helping someone who may be about to give them money, how much less likely are they to care about customers once they've got it? A classic example of how NOT to win friends and influence people.
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