Daniel
United States of America#2Consumer Suggestion
Mon, November 26, 2012
Hi,
I was searching for some pointers on using Genogram Analytics, to which I currently have a 2 YR subscription and stumbled upon this complaint. I wouldn't normally bother responding but I had a similar issue with the program recently. I too had a glitch with the licensing, I called the number that popped up to call Mr. West, spoke with him, (on a weekend no less!), and was immediately given the same explanation, and sent a fully functional new download of the program along with a new license to resolve the issues. Since then I have been using the program, as I paid for it, without an issue.
It seems a shame to me that in this day and age of massive businesses that are difficult to contact that Mr. West should be penalized for successfully selling the program while providing excellent customer service to boot. I understand that it through the person for a loop, I was shocked when I reached someone on a weekend, but my surprise quickly turned to delight.
Re-reading the final portion of the original report, I see he failed to send an email, my solution to you would be to call him back, as I assume you would with any other company that failed to respond, I believe this was a simple slip-up, although I'm sure a major annoyance on your part.
I hope this helps the person who posted the report, as well as any future users who come across this issue.