Tech support with MindVision Software

I’m having a tech support experience with MindVision Software, so I thought it would be helpful to the company and to their customers to write it up here.

I need an app to create a DMG for my Mac software. So I asked here what to do, and got back several answers, and decided to blow the $20 to purchase a copy of FileStorm. I tried it out first, it seemed to do what I wanted, and when it was time to actually pay the money, I went for the $79 version that also creates installers.

I pasted the activation code into the dialog, and it hung. I force-quit the app after waiting over a minute. Then when I tried to relaunch, I got a dialog that said Product Activation error, blah blah blah and offered two choices, Run Demo or Reactivate. Both options cause the program to hang and require a force-quit. After doing this a half-dozen times, reinstalling the app, trying a few more times, I decided it was time to call the company, in Lincoln, Nebraska, 402-323-6600.

After going through a few messages, I found out that I would have to read their FAQ on the website, because they didn’t provide phone support for FileStorm or FileStorm Pro (the one that I purchased). I pressed 0 for operator, and started to explain what was going on to the operator, she interrupted when she heard the error code, and said that’s all she needed to know. I waited on hold for a minute (at least it wasn’t longer) and was told that the tech support manager said I would have to send email. I asked to please speak to the tech support manager. She put me on hold, and then a minute later the line disconnected. Since I was going to have to write up the problem via email, I decided to write it up on my weblog and send them the URL.

8:45AM Pacific: After writing up the description, I wrote and sent an email to the address they provided for support (yeah, it’s the sales address, oy).

Postscript

1. As of 12:30PM Pacific, still no response from MindVision. 2.5 hours ago, Jim provided the solution that worked. If I had been depending on the company, well I probably would have written off the $79 by now.

2. The answer came, via email, at 2:30PM.