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This guy has been trying to scam a free update for almost two months.
First, back in November he bought a new computer with Windows 7 on it. He had the 2002 version of our software and couldn't install it because that version isn't compatible with Windows 7.
So I told him that and told him he was eligible to buy the update at the update price.
He didn't like that. He needed a free solution and told me he needed the software to work for his business producing materials for clients. He demanded that we make the 2002 version work on Windows 7 (for free).
That backfired on him for two reasons. First, stating that he owns a business and uses our tool to make money is even LESS reason to give him freebies.
The other reason is that the rules for producing the materials he was selling to clients changed in 2004. Even if the 2002 version were supported in Windows 7, he's still going to need to buy the update to keep his clients happy.
Calling customer hypocrites isn't a good idea, so I concentrated on the second issue in my answer. However, I believe I used the word "good investment" someplace to drive home the first point diplomatically.
He wanted to know if I had another free solution since it was very urgent.
So I told him about a free time-limited trial for which he was eligible and gave him instructions to download and install it. I told him very clearly that the trial would work once and stop working on a given date. I also told him that re-installing it or winding back his computer clock by more than a day would cause the trial to stop working immediately.
Then I referred him to our UK reseller, Frank.
After getting the referral Frank dropped me a private note to tell me that this guy was "a bit of a 'chancer.'"
It turned out the fellow had previously demanded freebies from Frank. He must have turned to us when Frank said "no."
Frank, bless him, had also outright told the guy that the tagline of his business "[Output] at it's best" was a bit of a misnomer considering he was using a such an out of date version and producing output that didn't meet with current standards.
So two weeks go by and the fellow gets in touch again and asks for something free again. I simply repeated the update quote, reminded him about the trial he could download and told him I was referring him to Frank. I cc'd Frank publically.
The SC got back to me later to let me know he had installed the trial and that was end of the matter for a while.
Fast forward to today. I guess the fellow's time-limited trial must have stopped working. The trial time period hadn't ended so I guess he must have tried to cheat by re-installing or re-winding his clock (which I told him NOT to do).
I wouldn't even post this here but he tried to throw Frank under the bus. He claimed that he'd placed the order with Frank but it hadn't yet come in and he needed to get the update working today URGENTLY [all emails from him have been in ALL CAPS; but fortunately not in large font]. What could I do for him this afternoon?
That story wasn't believable because Frank *always* tells his customers they can download and activate without a physical CD once their order is in. And he is very quick to let us know if the customer needs something expedited. So that tale is just ridiculous.
Nevertheless, telling customers they're liars isn't a good idea. So I simply told the SC that if he placed an order with Frank, he needed to talk to Frank about it. Of course I "helpfully" cc'd Frank and let the SC know I had done so. I figured he'd want me to let Frank know the SC was inquiring about his "order."
I followed up with a private message to Frank to refresh his memory about the guy and let him know I didn't think for a moment that he, Frank, had dropped the ball.
Did Frank remember him? Oh, yes. Last he heard the guy was "thinking it over."
He checked his pending orders just to make sure. No order had come in from the SC.
Golly! I wonder what happened there!
First, back in November he bought a new computer with Windows 7 on it. He had the 2002 version of our software and couldn't install it because that version isn't compatible with Windows 7.
So I told him that and told him he was eligible to buy the update at the update price.
He didn't like that. He needed a free solution and told me he needed the software to work for his business producing materials for clients. He demanded that we make the 2002 version work on Windows 7 (for free).
That backfired on him for two reasons. First, stating that he owns a business and uses our tool to make money is even LESS reason to give him freebies.
The other reason is that the rules for producing the materials he was selling to clients changed in 2004. Even if the 2002 version were supported in Windows 7, he's still going to need to buy the update to keep his clients happy.
Calling customer hypocrites isn't a good idea, so I concentrated on the second issue in my answer. However, I believe I used the word "good investment" someplace to drive home the first point diplomatically.
He wanted to know if I had another free solution since it was very urgent.
So I told him about a free time-limited trial for which he was eligible and gave him instructions to download and install it. I told him very clearly that the trial would work once and stop working on a given date. I also told him that re-installing it or winding back his computer clock by more than a day would cause the trial to stop working immediately.
Then I referred him to our UK reseller, Frank.
After getting the referral Frank dropped me a private note to tell me that this guy was "a bit of a 'chancer.'"
It turned out the fellow had previously demanded freebies from Frank. He must have turned to us when Frank said "no."
Frank, bless him, had also outright told the guy that the tagline of his business "[Output] at it's best" was a bit of a misnomer considering he was using a such an out of date version and producing output that didn't meet with current standards.
So two weeks go by and the fellow gets in touch again and asks for something free again. I simply repeated the update quote, reminded him about the trial he could download and told him I was referring him to Frank. I cc'd Frank publically.
The SC got back to me later to let me know he had installed the trial and that was end of the matter for a while.
Fast forward to today. I guess the fellow's time-limited trial must have stopped working. The trial time period hadn't ended so I guess he must have tried to cheat by re-installing or re-winding his clock (which I told him NOT to do).
I wouldn't even post this here but he tried to throw Frank under the bus. He claimed that he'd placed the order with Frank but it hadn't yet come in and he needed to get the update working today URGENTLY [all emails from him have been in ALL CAPS; but fortunately not in large font]. What could I do for him this afternoon?
That story wasn't believable because Frank *always* tells his customers they can download and activate without a physical CD once their order is in. And he is very quick to let us know if the customer needs something expedited. So that tale is just ridiculous.
Nevertheless, telling customers they're liars isn't a good idea. So I simply told the SC that if he placed an order with Frank, he needed to talk to Frank about it. Of course I "helpfully" cc'd Frank and let the SC know I had done so. I figured he'd want me to let Frank know the SC was inquiring about his "order."
I followed up with a private message to Frank to refresh his memory about the guy and let him know I didn't think for a moment that he, Frank, had dropped the ball.
Did Frank remember him? Oh, yes. Last he heard the guy was "thinking it over."
He checked his pending orders just to make sure. No order had come in from the SC.
Golly! I wonder what happened there!
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