Existing users, 
I've had some of the problems referred to previously in these reviews, namely interruptions of transfer without any apparent reason. But the truly frustrating problem with this software is the total lack of customer support by the developer. The same situation exists with Unison, Panic's usenet newsreader. Emails to the developer go unanswered. If they do receive a response, it is weeks later and any follow up is ignored.
I would not recommend this product or any product from Panic until the company corrects the problems with customer support, bugs in the software notwithstanding.
Transmit
FTP / SFTP / WebDAV client with many advanced features.
Version: 3.7
Customer Support Lacking
Feedback Type: Commentary
Contributed by: occdoc Wednesday, January 24 2007 @ 01:05 PM PST
Product Platform: MacOSX
Used Product For: Over One Year
Recommend Product: NO
Comments
Customer Support Lacking - flipside25
While I'm not associated with Panic in any way, I can echo their concern about replies to customers ending up in the customer's spam filter. We have noticed a very alarming upward trend of this both from a tech support and sales viewpoint; it is extremely frustrating.Wednesday, January 24 2007 @ 05:51 PM PST
Customer Support Lacking - stevenf@panic.com
It always disturbs me to read a comment like this because we have full-time support people who work very hard to try to answer all emails within a few days at the most. What you describe doesn't mesh with my perception of our support team, and if accurate, it's unacceptable.With increasing frequency, our replies to customers end up going into the customer's spam filters, or bounce back as "mailbox full" or some other error.
However, if you believe you have been ignored by support, please contact Cabel or I using the "founders@" email address, and include as much information as you can about your situation, along with any prior correspondence, so we can trace your email's path through our system, and investigate into why you might not have gotten a reponse.
Thanks!
Steven Frank
Co-Founder
Panic
Wednesday, January 24 2007 @ 03:17 PM PST
Customer Support Lacking - wildwolf1
> Emails to the developer go unansweredTotally not true. The three times (since March 2006) that I had a question about Unison, they answered promptly and specific (i.e. not a mail bot picking out keywords and sending a canned reply).
Wednesday, January 24 2007 @ 04:30 PM PST
Customer Support Lacking - stevenf@panic.com
It always disturbs me to read a comment like this because we have full-time support people who work very hard to try to answer all emails within a few days at the most. What you describe doesn't mesh with my perception of our support team, and if accurate, it's unacceptable.With increasing frequency, our replies to customers end up going into the customer's spam filters, or bounce back as "mailbox full" or some other error.
However, if you believe you have been ignored by support, please contact Cabel or I using the "founders@" email address, and include as much information as you can about your situation, along with any prior correspondence, so we can trace your email's path through our system, and investigate into why you might not have gotten a reponse.
Thanks!
Steven Frank
Co-Founder
Panic
Reply to This
Wednesday, January 24 2007 @ 03:13 PM PST