[DragonByte Tech]

Originally Posted by Nelson58

Our forum of 10,000 members has discontinued use of this product due to the difficulty of use, the conflicts with other mods, the lack of a manual, and the lack of timely and friendly support.

Hi there,

Your first post was on a Monday, which is our busiest day of the week, that’s why it took us 30 hours or so to respond to you. I apologize for that delay; we typically aim to respond to support queries within a day at of them being posted at the absolute latest. After that initial delay we responded to your additional post on our site within an hour, which is closer to our average response time.

When the support is delayed, we explain why, and also let customers know what helps us respond quicker, e.g not posting the same question multiple times in multiple places. Again, my apologies if you found us asking you not to do that unfriendly.

Originally Posted by Nelson58

And when you suggest features that are desired by your customers, they give you a boilerplate response "we will keep it in mind".

All feature requests are added to our tracking system on DBTech. Where a feature is possible, we give the response that it will be considered when we are next updating the product. If it’s not possible, we say as much. There isn’t really any other response we can give. We can’t promise a feature will be included until the next version is being planned.

We ask people to post feature requests in our support forums, rather than here @ vBulletin.org, because we have a highly complex tracking system that remembers every single feature request posted since the beginning of DBTech.

Every time we update a product we go through the entire list of features marked as under consideration. We then decide which requests to add during this update based on a variety of factors, such as how long they would take to implement, how many people have requested/liked a feature and whether or not the feature would benefit all forums or only those in a specific niche.

Originally Posted by Nelson58

Our customers do not want to place the ads themselves- they want us to do it. I fail to understand why the coders of these products continue to add features that are not desired by commercial advertisers, yet fail to fix issues that plague their products. It is almost like they are out of touch with their customers.

Almost all of the new features we add in updates are requests from customers. We do our best to accommodate feature requests, even if it’s a feature that not every single one of the users will find a use for.

Originally Posted by Nelson58

and when you ask a question, you can almost sense the sneering and flippant way you are responded to. This is not the way to provide customer service or to endear website owners to you.

It’s difficult to convey tone via text, but I can assure you that wasn’t our intention. We try to convey information as clearly and concisely as possible.

Originally Posted by Nelson58

We paid for lifetime upgrade and support of their products, about 5 or more of them, and feel we are entitled to better.

We always strive to do better, and the delay in providing an initial response to your issue was well outside of our average support wait time.
Regarding manuals for our products, that is an area we are looking to improve upon. We have conducted surveys of our customers several times in the past where we have compared the time it would take to create a manual with the number of features we could add instead. Every single survey has come back with a huge majority saying they would prefer more features over documentation. While in an ideal would we could provide both, time is a finite resource and we use our time in the way the majority of our customer’s request. Unfortunately you can’t please everyone.

Other than that it appears your complaint appears to be that you interpreted our responses as being rude or unfriendly, and thought your feature request was being ignored. That wasn’t the case. I would kindly suggest reading the responses again and assuming they were intended to be friendly; you may find your assumption about the tone they were conveying changes as a result.

I hope my response has at least clarified some things for you, and I again apologize unreservedly for the delay in our response to your first issue.

Kind Regards

Iain Kidd
Managing Director