Anyone else struggling to get support from Nebula-Electronics?

Hi,

Before Christmas I emailed these folks at Nebula-Electronics with a
support request. Their product was doing strange things and recording
just whatever it liked!

After waiting three weeks with no reply I tried to contact them again.
This time I was told that they had upgraded their mailserver and
probably lost any mail which I had sent them (Basic system management
tip: backup your data before undertaking upgrades). I was assured that
the message (which I supplied again) had been forwarded to their
"support team" and that they would reply shortly.

I have now waited a cople more weeks and still no reply.

Having read your glowing comments regarding Nebula's support staff you
will excuse me if I disagree.

To my mind, purchasing the product is only part of the "customer
satisfaction test". Helping the customer after the software (or
device) goes wrong is a BIG part of the rest of it.

So far Nebula-Electronics has been less than helpful.

Has anyone else experienced problems with this company?

bmak

"bmak" wrote in message
om...
Hi,

Before Christmas I emailed these folks at Nebula-Electronics with a
support request. Their product was doing strange things and recording
just whatever it liked!

After waiting three weeks with no reply I tried to contact them again.
This time I was told that they had upgraded their mailserver and
probably lost any mail which I had sent them (Basic system management
tip: backup your data before undertaking upgrades). I was assured that
the message (which I supplied again) had been forwarded to their
"support team" and that they would reply shortly.
snip


I have to say that my feelings about them aren't as positive as many other
people's. They haven't replied to me that quickly, taking up to 4 days once.
As for Christmas-They weren't there at all for about 2 weeks or more. Yes I
know they need a break too, but I think they could have employed someone to
keep the helpdesk going for at least some of the time over Christmas. All
the emails I sent over Christmas were bounced back to me.

When they do reply they are very polite and helpful, and it does seem from
the way the emails are written that it's all done by one person, so I guess
he's a busy guy.

Geoff.

"bmak" wrote in message
om...
Hi,

Before Christmas I emailed these folks at Nebula-Electronics with a
support request. Their product was doing strange things and recording
just whatever it liked!

After waiting three weeks with no reply I tried to contact them again.
This time I was told that they had upgraded their mailserver and
probably lost any mail which I had sent them (Basic system management
tip: backup your data before undertaking upgrades). I was assured that
the message (which I supplied again) had been forwarded to their
"support team" and that they would reply shortly.
snip


I have to say that my feelings about them aren't as positive as many other
people's. They haven't replied to me that quickly, taking up to 4 days once.
As for Christmas-They weren't there at all for about 2 weeks or more. Yes I
know they need a break too, but I think they could have employed someone to
keep the helpdesk going for at least some of the time over Christmas. All
the emails I sent over Christmas were bounced back to me.

When they do reply they are very polite and helpful, and it does seem from
the way the emails are written that it's all done by one person, so I guess
he's a busy guy.

Geoff.

"bmak" wrote
Before Christmas I emailed these folks at Nebula-Electronics with a
support request. Their product was doing strange things and recording
just whatever it liked!

Has anyone else experienced problems with this company?


Hi,
I have a technical issue with my DigiTV and sent the support department an
email, 2 days later after getting no reply email I called them up at about
5:45pm and spoke to the support dude, who was friendly and helpful.
Although he hadn't read my email I was able to run the problem by him, and
together we explored all the possibilities (troubleshooting). He said it
wouldn't be a problem to exchange my Nebula DigiTV if it was faulty/or
incompatible with my set-up, but before I did that I should test the unit on
another machine and also try to get a better aerial reception. . fair
enough. .

So even though I only owned my new DigiTV for about 2 weeks, I think I am
happy with their product. I did have that problem with the timer not
working properly, but since getting the new software that problem is fixed!.

And my box didn't lock up for a few days now, hehe lets see, maybe I will be
getting the PCi version. . .
--
Wayne ][

"bmak" wrote
Before Christmas I emailed these folks at Nebula-Electronics with a
support request. Their product was doing strange things and recording
just whatever it liked!

Has anyone else experienced problems with this company?


Hi,
I have a technical issue with my DigiTV and sent the support department an
email, 2 days later after getting no reply email I called them up at about
5:45pm and spoke to the support dude, who was friendly and helpful.
Although he hadn't read my email I was able to run the problem by him, and
together we explored all the possibilities (troubleshooting). He said it
wouldn't be a problem to exchange my Nebula DigiTV if it was faulty/or
incompatible with my set-up, but before I did that I should test the unit on
another machine and also try to get a better aerial reception. . fair
enough. .

So even though I only owned my new DigiTV for about 2 weeks, I think I am
happy with their product. I did have that problem with the timer not
working properly, but since getting the new software that problem is fixed!.

And my box didn't lock up for a few days now, hehe lets see, maybe I will be
getting the PCi version. . .
--
Wayne ][