I'm a long-time VT user, switching to MacUpdate. VT isn't what it used to be before it became a Cnet operation. Sorry, but I've waited too long.

I was a VT subscriber for many, many years, and really relied on the service. In the past year, the desktop client ceased to be of any use, leading to my cancellation. I think it’s at least a little amazing that a customer can cancel like that, and explain his departure in an email, and not hear a word from the firm.

I am now using the free Application Update, and it’s working well for me, but if I hear that VT has fixed its services, I would consider returning. As I said above, good luck.

Still another promise about how good it WILL be, yet not a word from "customer service" in reply to my issues and I was a charter subscriber. You've lost me, and probably most other subscribers as well. My subscription is cancelled.

You guys just don't get it. VT doesn't work. Hasn't for months. Web site is broken, application is broken. Why would any subscriber renew? If you want to keep customers, extend subscriptions until the service works. IF that happens, people will renew. But I'm sick of promises... put up or shut up.

We still request that you contact support if you are experiencing problems with the pro client. The problems that are being reported are isolated to a group of users, and we're still trying to determine the root cause.

I understand that it is frustrating when you experience difficulties with technology. We have all been there, and it's not a fun place.

Unfortunately, the type of work we're doing doesn't happen overnight. We regret that there have been ongoing issues with both the site and the Pro client, and we continue to work to correct both.

Sincerely,
Aaron

I renewed my VS Pro and MF Pro month ago.
I didn't receive ONE newsletter since.
Despite my mails to support.
Well things changed since CNET is supposed to care about customers.
I am member since years.
Just deplorable...and unfear conidering I PAYED FOR THIS SERVICE

In from the beginning but AppFresh and Macupdate are doing a better job. Yesterday Macupdate had 6 postings up before 1 appeared here. My email notices stppped months ago as well.

I will check back and if I see even 1 positive post I will have another look. I don't see any posts here that are at all encouraging. Tomorrow is my last day I guess. I hope the auto-renewal cancellation took.

Al Burnham

I too have have asked a refund and leaving this once-useful service.

I just sent this message off to 'support', aka Daniel #2, and thought it would be helpful for the whole gang of us to read it because I believe we are all on the same page if we consider the situation:
------
Dear VT,

I'm reading the same things over and over and over from VT users. It's broken. I've sent you messages about the problems. Apparently so have piles and piles of other people.

Then you don't reply.

IDEA: How about a PUBLIC acknowledgement of ALL the SPECIFIC problems going on at VT that you keep describing in the blog as "issues". That way you can verify to ALL of us that we are not crazy, that ALL these problems are real, and that you care about each and every one of them.

Conclusion: We very seriously need the vagueness to stop. We very seriously require acknowledgement of the BUGS AND BUGS AND BUGS that are currently going on at VT. This is basic CUSTOMER SUPPORT which you are NOT PROVIDING. The obvious result, well known by any professional tech support provider, is a deluge of departing customers.

There are ways to treat your customers with respect during a crisis such that they remain loyal while the techies fix up the mess behind the scenes.

I would gladly provide you with references to information on the net to teach you how to provide adequate customer support, and I won't be snotty about it. I LOVE VT! I don't like seeing it fail and die.

:-Derek Currie

I could not agree more with the many valid complaints listed here.
I would like to add emphasis to your subscriber's indignation (read anger) that you are failing to provide services for which I have PREpaid for years (I am also a charter subscriber).

Please get your act together -- and SURELY it would not be a great effort to have an auto-reply for emails sent to you from subscribers with an honest update on what is going at your shop!!!

... I received my first VT Daily Alert e-mail in many months! Too little to late to save my subscription from expiring, but obviously SOMETHING is going on. (Or it was a random fluke, which, on second thought, may be more likely.)

Just noticed, when I post a comment here I'm asked for a subject, yet the subject doesn't appear anywhere in the post.

Well, got daily alerts 3 days in a row and VT pro app seems to be working somewhat now. I wish someone would confirm anything was done, but I'm definitely hopeful.

Sorry, Aaron...but I'm not buying it. You guys have had more than enough time to make something more useful out of VersionTracker, but you chose to do nothing (substantial).

MacUpdate may be a small operation compared to CNET, but their updates are FAR more encompassing than those of CNET, and their software recommendations seem to be more honest, rather than driven by advertising revenues (CNET has openly shown that for years in the Windows world).

Let the improvements speak for themselves instead of continuing to tell users there is something better coming. Underpromise and overdeliver for a change.

I have two different computers showing the last update to the VersionTracker Ticker occurred on Sunday. Am I the first to report this problem? How long will this take to fix?

The overall satisfaction of the VersionTracker service would be increased if the subscribers were kept informed of the operating status. As a subscriber, I expect some sort of notification when the service I pay for is not available longer than one day maximum. A simple banner or a status page would suffice.

I have one month left on my subscription. I really do like the service, but I'm seriously considering letting my subscription lapse due to the lack of service I've experienced since the "upgrade".

-Doug

Doug,
I'm glad that Jim was able to get your issue addressed. We always ask that support request be filed at http://support.versiontracker.com/.

Larry,
I understand your frustration. I suffer from it as well. I'm sure you can understand that I want to deliver a service that provides value for our customers. Unfortunately, getting to that point has been challenging. We continue to make improvements based on customer feedback, and appreciate your comments.

Well, my issue is that I don't see what $60 for the VT/MFI bundle actually gets me, and it's getting to renewal time. I really dislike being forced into the Pro category when the previous mid-range Version Tracker Plus option was reasonably priced and provided exactly the services I wanted. The VT Pro offers no additional features I have any interest in whatsoever. I don't want the VT Pro software (never have) and don't care about e-mail alerts or any of that. I just need a central web resource which is updated frequently and access to lists of updates going back more than a couple of days. MFI is a harder call, as the content is actually useful, but the $27 price tag is way too steep for access to an archive and discussion boards.

havent noticed much to complain about at VT
but ZDN is "now a unit of CBS"
and MACFIXIT has suffered greatly-they have cut back on articles
and eliminated the newsbits links of interest that used to be at the bottom of the page
wouldnt be surprised to see MFI gone one of these days

VT and MacFixIt (which suffered horrible after the takeover) have served me well for a couple of years, but I guess it's time to go now. Kinda sad, but I don't see why I should stay & pay, when competing free services are more reliable. Thanks for the good times, though!

(PS: lucyking88's frakking shoe spam above is a good illustration of how little care goes into the comments/review control these days.)