Applian Technologies, Inc.

Initial Business Response /* (1000, 5, 2015/06/09) */
Hi [redacted],
Up until 7 years ago we used e-mail as the primary mechanism for support. We then subsequently shifted to a much more robust platform to provide customer and technical support for customers. We still use this platform ( Zendesk ) to...

offer support. You can send us a Ticket directly to our support teams by clicking on the Support tab on the navigation bar on the Applian site; applian.com.
We have always prided ourselves on our customer support and communication with customers. We let customers know when submitting a Ticket that they [redacted] be responded to within 24 hours. We set that as an expectation but our average response time is just a couple of hours, and often we are able to communicate within minutes.
So, please submit a Ticket as explained above. With respect to our programs, I see that you purchased Replay Radio 4 10 years ago and our Freecorder 2 program over 7 years ago. Audio streaming has changed greatly over the years. We have created new programs and updated or upgraded existing programs to deal with the complexities of these enormous changes. While Freecorder has not been updated in many years ( it was discontinued 6 years ago ), Replay Radio has gone through numerous iterations since you purchased 10 years ago. So, if you are looking to record or capture audio streams, you should be using the latest version of Replay Radio. It [redacted] record any audio stream that you can hear. We have sent numerous messages to all existing customers through our newsletter explaining the virtue of Replay Radio 9's new recording technology. You can check out Replay Radio 9 here: https://applian.com/replay-radio/
If you have not opted in to our newsletter, you can do so here: https://applian.com/newsletter_signup
The newsletter is opt in only for the customer's benefit.
For more advanced streaming protocols including video streams, our most robust and popular program is Replay Media Catcher. You can check out the free demo here: https://applian.com/replay-media-catcher/
Please do NOT use this forum for more inquiries. Our support teams are set up as explained above. Please submit a Ticket if you have further questions regarding which is the best product to use for your needs.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
True, they are wanting me to use web forms, but that still does not comply with the standards set forth in RFC 2142.
https://[redacted]
Rationale for why [redacted]@applian.com is required.
The purpose of this memo is to aggregate and specify the basic set of mailbox names which organizations need to support. Most organizations do not need to support the full set of mailbox names defined here, since not every organization [redacted] implement the all of the associated services. However, if a given service is offerred, then the associated mailbox name(es) must be supported, resulting in delivery to a recipient appropriate for the referenced service or role.
From clause 2:
Implementations of these well known names need to take account of the expectations of the senders who [redacted] use them. Sending back an automatic mail acknowledgement is usually helpful (though we suggest caution against the possibility of "duelling mail robots" and the resulting mail loops).
From clause 3, showing that '[redacted]@applian.com' is all but required:
These names are related to an organization's line-of-business
activities. The INFO name is often tied to an autoresponder, with a
range of standard files available.
MAILBOX AREA USAGE

INFO Marketing Packaged information about the organization, products, and/or services, as appropriate

MARKETING Marketing Product marketing and marketing communications
SALES Sales Product purchase information
SUPPORT Customer Service Problems with product or service
That last one is the issue here as far as contact with the company.
Clause 4 has more but the only two that seem to be generally used by the lay user (the ones above are most likely to be used by the lay user), are ABUSE and POSTMASTER.
All of the addresses in clauses 3 and 4 are widely used and in a later paragraph (below) it states they are 'customer expectations'.
Now as to the forum, that still has an issue, it's very ambiguous on how to use it or even where to post problems, it's acting like a 'read only' forum. Simply cleaning up the interface a little could have helped me find how and where to post, and then that would have solved it.
But no, failing to follow RFC 2142 and the ambiguity of the forum layout and software made that much more difficult to do.
I would have preferred to use the forum, but I also believe it to be a more serious tech issue with the software than most users on the forum could resolve, so a support email setup for my case is deemed necessary to facilitate resolution of the matter, I think the issue is much more tech-related than those on the forum itself could answer. To email me, let the Revdex.com handling this know, and we can go from there and get in touch that way off this forum.
And DO NOT CASTIGATE ME for filing this complaint, a rebuff like the last line of your response only turns off customers and makes them feel like they are not valued and that you don't care what happens to them regarding your products and services.
As, to paraphrase, the security guard told Farah Fawcett Majors just outside the ABC Studios in 1978 after she was cut from 'Charlies Angels' but was trying to get in for some personal items, you are just saying "Frankly we don't care, and we don't give a mild profanity.
Final Business Response /* (4000, 9, 2015/06/11) */
[redacted],
As per your request, I [redacted] e-mail you directly on:
[redacted]@yahoo.com Please respond so that I can forward your specific inquiry to our technical support team.
Regards,
[redacted]
Final Consumer Response /* (2000, 11, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company has initiated the requested contact, and given that was done, this case is settled, for the time being.