Getting Simple Answers

I'll get the messaging on our website updated as this is fair feedback but it's nearly impossible for us to provide phone support on products that are typically sub $25 for purchasing for pre or post sales. We would love to do it but the majority of the calls we get are related to helping users fix problems that have nothing to do with the products we sell.

You would be surprised (or maybe not!) the number of emails we get each week being accused of locking people out of their Hotmail/outlook accounts or that we are the reason they cannot login to their windows machine. For us to provide dedicated phone support we would have to raise the prices of our products considerably. 

It's not that we don't jump on the phones when needed, I talk with customers a few times per week on average but it's on the corporate sales side. There are ways to reach out to sales support for pre/post sales, we have support@stardock sales@stardock and corpsales@stardock as well.

Thanks for your prompt response and providing the support email.  I looked for such an email and unless I missed it, could not locate it in on your website.  

I can appreciate the costs associated with providing phone service and being asked idiotic questions for problems that are not related to your products.  Frankly, those kinds of questions should have a simple and polite "we do not support any question not related to our products" so that your time is not wasted.  

However, you also mentioned that it's nearly impossible to provide such support on sub $25 products, and again, I can appreciate that as well.  Yet I would politely point out that you do offer products that are more than $25.  For example, Window Blinds $29.99; Multiplicity $29.99, and the product I was trying to get an answer on during the sale, Object Desktop, $50.  

So, I guess for someone that has a question and your website Q&A doesn't cover it, they post a comment on the forum as I did which is certainly OK, but it does take more time.  

My particular question had to do with subscriptions, specifically, what happens when a subscription ends, does the software stop working or does it continue to work but without future updates and/or technical support.  That's basic information that should be posted on the Stardock website as an item in the Q&A section as well as anywhere there is a subscription product.  It merely helps inform the potential purchaser of the implications of the subscription.  

I have submitted the above question to support.  Unfortunately because I could not get an answer I've lost out on the sale opportunity but will still investigate Object Desktop.

In any case, thanks again for your prompt reply.  

Peter