twakeman@hpcea.HP.COM (Teriann Wakeman) (09/10/86)
I can't believe what Advanced Logic Systems just did to me! I have had and used WORD HANDLER for almost 2 months at work. During that time I developed a love-hate relationship with it. It does some neat things but in the process has made some features (easy to do in MacWrite or MS Word ) difficult. I called ALS about Word Handler's inability to utalize the clipboard. I was told that ALS was working on a free upgrade to correct the problem and to send my disk back to receive the upgrade. I sent the disk to them along with my registration form and a letter with suggestions for future enhancements. I just recieved EVERYTHING back from ALS!!! It was accompanied by a note that stated I needed to provide a postage paid self addressed envalope in order for them to make the upgrade and send it to me. Not only did they return my disk which they couldn't do without a postage paid self addressed envalope but they returned my user registration form and letter providing feedback on their product! Since they spent the postage to return everything to me, couldn't they have updated my disk anyway? couldn't they have at least retained my registration form? so much for customer satisfaction! On the other hand, after using it for 2 months, I've found myself going back to MS Word. For all its shortcomings it's easer to use then Word Handler for the majority of features I use in a word processing program. I will go ahead and try again with ALS but only because I've paid for the program and have heard how hard it is to get your money and MacWrite disk back. ALS sure lost a lot points with me on that one. I don't plan to make any future purchases from ALS. If ALS would like to learn how to perform an upgrade and improve customer satisfaction at the same time, they should study how Silicon Beach is currently doing it for Silicon Press. A GOOD JOB!! + of points with me. I'm not about to purchase or recomend one of their products again. If ALS wants to learn how to perform a product upgrade and enhance customer satisfaction, they should study the way Silicon Beach is doing it for the Silicon Press.