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"Hi! if you need any further assistance, please purchase one hour support at our site."

by radhika
4 replies
That is the line I received from a merchant to my PRE SALE emails from which I am trying to buy a product.

I am looking at a license management product. Software is good at reasonable price. Better yet it comes with free upgrades. So I want to buy it. But trying to get hold of what I have to do after buying and how easy to integrate and I need any special php modues on my VPS etc etc.

So after 14 emails (counted them) back and forth, I received a single line stating that I need to buy support. Why on the earth I will do that?

14 emails are too many presale emails? I was just clarifying my doubts. First 3 emails are my real doubts like requirments and after that integration questions and how easy to modify one of the features of the software.

I was this close to buy it ... If I buy the software from him, thought I end up paying too much for support.

So here is the new trend - 'chaging for presale questions and presale support'.

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  • Profile picture of the author Kay King
    14 emails before you decide to buy? Yes, that's excessive. Not surprised the seller is sending you to paid support - many sellers would have stopped answering you about 8 emails ago.

    If you have that many questions - this product may not be what you want.

    kay
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    • Profile picture of the author radhika
      Originally Posted by Kay King View Post

      14 emails before you decide to buy? Yes, that's excessive. Not surprised the seller is sending you to paid support - many sellers would have stopped answering you about 8 emails ago.

      If you have that many questions - this product may not be what you want.

      kay
      Without faq or proper documentation on the site, sure you will get many questions on how to integrate it into your software. Simply buying an ebook is diifferent from buying a software that works backend on your site and extends into your site functionality.

      So I think my questions need to be answered before I spend my money on it. Don't you think?

      .
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  • Profile picture of the author Michael Oksa
    Things like that can seem rough, but look at it from the seller's viewpoint.

    Sure, you are "going to buy it". you were "this close"...after 14 emails "to clarify" things.

    What the seller is probably thinking is, "I wonder how many questions will be asked AFTER they but it? Only to find out it's impossible to keep answering the questions anyway, which will lead to a refund. Then I have just wasted all kinds of time."

    I think I would have handled it differently if I were the seller, but understand that seller are not going to spend countless hours chasing down one possible sale. It sucks, but that's the way it is.

    Perhaps there could have been some indication that you would soon have to move on to paid support. Maybe the questions were just getting too technical (based on your description, that sounds possible).

    Hopefully you will be able to find another seller who provides what you're looking for.

    All the best,
    Michael
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