Update
Wow,
I guess I should search these forums a little better.
I'm not a hard guy to get ahold of, seeing as all my IM's are listed on my profile, and I check my PM's on this site regularly, just ask any of the dozens of wickedfire members who've contacted me that way.
EasyAd Company and the EasyAd Software has a fully staffed help desk (staffed by American's, by the way) 24 hours a day. We also have a telephone tech support line M-F 9am-5pm. All of that contact information is listed on your download pages.
Just sending an email to the contact link on our website initiates a ticket in our help desk with a ticket number and a direct link to track the progress of every ticket.
Anyways, lets get this whole mess sorted, because the last thing we want is an unhappy customer! If you emailed us, you have a ticket number, yes? Track that ticket at
http://easyad.fogbugz.com to see what's up.
We sent out an email to every customer 2hrs after the captcha changed. Here's how we handled it:
1.) We immediately patched standard edition to work with the new captcha image. All software was auto-updated upon next restart. We also supplied a forced upgrade link for customers who accidentally chose to 'skip' the update when prompted.
2.) We immediately patched deluxe edition to 'downgrade' it to allow manual captcha entry so that you could continue posting your campaigns.
3.) We initiated an email to EVERY customer via the email provided us during checkout telling you exactly how to get the patches (even if you
didn't read that email, your software auto-updated itself) and what our plan going forward was.
4.) We posted an update on our customer forums (just another way to get the word out in case folks missed the email) and responded to customer inquiries that came in via the forum, help desk and phone support about the new captcha.
5.) We immediately began prototyping our next generation algorithms for the new captcha image (we mentioned in the email that OCR for captcha is no simple task, but we were up to the challenge and asked for patience and understanding while we busted our humps non-stop for two weeks to follow).
So where does that leave us? Well, here we are two weeks later and what do we have to show for it?
Well, we just issued the final patch for Deluxe which includes the new working captcha algorithms that just so happen to OCR the images about 60% faster than the previous algorithms. We've placed the patches on the auto-update servers, updated all download links and sent an email to all customers giving you three (count 'em, 3) ways to get your upgrade (free of course). Check your junk mail folder just in case, and if they're in there, please do put our email address in your white-list, we send important information via email and you really don't want to miss that stuff.
Just for kicks, we also released three new feature enhancements and a slew of minor bug fixes and performance tweaks in between.
Now I can't say for sure what happened with the emails you sent. I can't think of an incident in the recent (or distant) past where we've 'lost' a customer support email or didn't answer a support call during business hours, but who knows right, anything's possible.
If you want a sure fire way to get ahold of me personally, get me on Gmail or send me a PM via wicked fire.
I'm not hard to find.
By the way, if you really have your heart set on a refund, just email the support desk. We don't want you to use software that's not useful to you, but we're pretty confident EasyAd Poster is pretty damn useful if your in the business of making profits on CL.
-Kevin
