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I sent a 3rd and final mail to the support alias requesting a response along with details of the actions I will take without one (request reversal from credit card company, request Handango investigate my claim and others of no registration # provided after accepting payment for product and consider pulling Marsware as a vendor, and file a fraud case with the Better Business Bureau for accepting payment for goods without fulfilling the order as agreed).
I have never taken this kind of action against a vendor before, as it was never required, and to be honest it makes me feel a bit uncomfortable. I hate that it has come to this, but it is just not reasonable for any company to accept payment for a product and not fulfill the order.
I am a Program Manager (I write the functional specifications and designs for software products) in Software Development for arguably the largest software company, so I understand the Software Development Lifecycle very well. So I totally understand going heads down to reach development milestones, sometimes it is totally necessary. However when that is required somebody else in the company should be made accountable for managing fulfillment and support. If there isn't anyone else, then hire someone. If you can't hire someone, then suspend taking orders for a period of time and post a note on the website communicating the "hiatus" to your customers.
You cannot simply take peoples money and not fulfill their orders, that is called fraud and it's against the law, period.
Like I stated in the emails that I sent to the support alias, I did a lot of research and the general agreement is that this is the best weather app out there. But given the amount of bad publicity that is building on this site and others (marsware.com forums for example), irreperable harm is occuring to the company name and image, and it will likely take a long concerted effort to correct it.
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