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FR: Linux, Mac - Host

Mike De Arman, User (Posts: 6)

May 23, 2018 4:34:19 pm EDT

Conrad,

I don't have a problem with your company, I only have a problem with your responses to these posts. I not only didn't break any of your forums rules, nothing I said was inaccurate, nor unprofessional (albeit somewhat tongue-in-cheek), especially in comparison to 'your' past responses.

I didn't say your company 'had no talent', I said it may not employ the necessary in-house talent for Mac or Linux development, ie, there may be no programmers with that skill set, hence the lack of client 3-4 years on. That in no way implies your staff 'has no talent', something anyone reading that readily understood.

Further, in order to 'compete' with another vendor, you have to actually have a competing product, the point of this entire thread being, with regard to Linux & Mac OS, you do not.

A professional response, from a company that wanted to demonstrate that it 'cared' about its (prospective) customers, would be to point customers it can't/doesn't service, in the direction of a company that does/can. We call this 'professional courtesy' or just 'good customer service'. I personally find you individually, extremely lacking in this regard.

An example of 'poor' customer service is to ignore customer requests for years on end, or even worse, string customers along by telling them you plan development when you clearly have no intention of doing that. Again, this thread speaks for itself in that regard, and is far more embarrassing than anything I could say. And for my part, I was attempting to help a customer in the vacuum 'you' left, with an open source solution. At no point did I suggest a commercially viable alternative to Nick's issue.

FR: Linux, Mac - Host

Mike De Arman, User (Posts: 6)

Apr 10, 2017 9:46:33 am EDT

LOL, 2 years on, and still no Mac Client or even a 'whiff' of one. "Perhaps there will be an open beta..." Space-X will land men on Mars before you see a Mac Client from this company. Conrad, you should go work for the White House as the press secretary.

FR: Linux, Mac - Host

Mike De Arman, User (Posts: 6)

Jul 12, 2016 10:51:34 am EDT

Sir,

"It would be better" if this thread contained "meaningful information" about an upcoming Mac client. In lieu of that, what you should have said is, "we are working on it," nothing more- especially if you have no timeline and no real information. Less is more here. The sarcastic sideline commentary, argumentative discourse and tone, has no place here. This is customer relations 101 stuff. IT support is first and foremost, customer service. All you have done here is anger a potential customer to the point that no sale will happen. You didn't benefit me, and you didn't benefit the company you represent.

And you did it publicly.
Edited:Mike De Arman - Jul 12, 2016 10:52:51 am EDT

FR: Linux, Mac - Host

Mike De Arman, User (Posts: 6)

Jul 12, 2016 9:41:07 am EDT

Sir,

I'm going to make two points.

First, arguing with (potential) customers, is a no-win scenario- just don't do it. At this point, I would not purchase this software (1000's of dollars) simply because of the conversation that I have witnessed/"partaken in", here. So even if you are right/correct/justified, you have lost a sale. While you might not care about that, the owner(s) does/should. Being right/correct/justified, doesn't make you productive. What was your goal with this conversation?

Second, the software is at version 6.5- with no Mac client. Tells me everything I need to know about the level of importance it has.

FR: Linux, Mac - Host

Mike De Arman, User (Posts: 6)

Jul 12, 2016 9:25:03 am EDT

Conrad Wrote:

"Thank you for your comment. Well, we would be happy to have you among our customers, but we won't be giving any empty promises just to win a customer :) Frankly speaking, there's no ETA for Mac Host because there are quite a few more pressing priorities before that."

While not explicitly saying, verbatim, a Mac Client is "not important", this more than implies the same given the context of the conversation, and the time that has past from the original posted query.
Edited:Mike De Arman - Jul 12, 2016 9:25:49 am EDT

FR: Linux, Mac - Host

Mike De Arman, User (Posts: 6)

Jul 12, 2016 9:02:30 am EDT

RU should get somebody that isn't a smart*ss to respond to these posts/questions. The tone is unprofessional, cringe-worthy, and a complete turn off to anyone that would be serious about spending several thousand dollars on software. I would not tolerate this from any kind of tech support I would be working with as a customer.

No Mac client is a non-starter for anyone serious about using this software as an MSP. If RU is serious about becoming mainstream, it needs buy-in from the MSP market segment. Telling us that a Mac client is "not important", goes a long way to demonstrate how out of touch this company is with the demands of consumers in a large market segment.

Don't bother to delete this, I plan to send a copy to the CEO via email anyway- hopefully it's not the person responding here.
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