*Be Aware*: HORRIBLE experience with OnCourse navigator's service

cherrylee14 · 05-21-05, 10:58 AM

OCN is an awesome product. It really exceeded my expectation compared to Mapopolis and Destinator. However I think they are missing something that we, customers, really care about. Here's what happened to me.

My axim x50v was acting funny one day, so I called a dell tech support, and got my axim replaced. Since OCN4 is attached to my defective device, I did some research on OnCourse(OC)'s help menu. I sent a ups number for a returning product as well as the order number. I waited for a new licence key hopefully with in 2 hours. I needed a new licence key so bad, so I tried to call OC. The phone number on their website is 'information ONLY'. You can talk to a sales person who can take care of corporate account holders, but they clearly say that they can't help with any support. NO OPTIONS TO TALK TO ANY REAL PERSON.

Well, they e-mail me 2 days later saying I needed to fax them. So I did, expecting a return email within a few hours. OC emailed me again 2 days later with a new licence key for me to 'TRY'. Unfortunately the new key didn't like my new axim x50v. So I told them it's not working. OC emailed me next day (better than 2 days right?) with a new nubmer, and this time it worked fine.

I also left this issue at OC's website in forums. No reply for 2 days. What makes me mad is that OC said, I made a typo when I told them a new device number. If you're a OC user, you know all the device ID is numeric ONLY. Here's what I left in OC's forum
--------------

I didn't make any typo on my device number. The device number that OCN4 is obviously all numeric numbers. Besides I still have my sent email, faxed documents as a proof. OnCourse first sent me a new generated code asking me to try it. At the same time, my case had already been closed. Unfortunately, the code was not working. So I e-mailed back for a new number. At this time, I didn't submit any new device number whatsoever. Oncourse sent me a new licence key and worked fine.

It is known that any Device ID is all numeric, but how is it possible for OnCourse to expect 'S' in my device number. Even if that happened, OnCourse never emailed me regarding this issue. I think Oncourse put a 'S' and gave me a wrong code at first. I, however, was fortunate to hear from someone(an aximsite member!! I wish everyone at OC is like him) works for OnCourse that whoever is in charge of licence key was sick, which is understandable. But again, I can't believe OnCourse blame me regarding this issue.

Also, I can't understand why it takes too long to generate a new licence key(24-48hrs???). I'm in a software business as well. The licence generation process is very simple. It takes a while to write a complicated combinations, but once a software firm develops a licence generater, all they have to do is punch a device number.
---------

I'm also leaving a link to the original thread. Please be aware that there's NO PHONE SUPPORT at OnCourse. By burning a CD, selling and charging it for $150 with no phone support? I don't know if I want to stay with them.

05-21-05, 12:07 PM

Thanks for your post but the truth of your HORRIBLE experience is actually not quite TRUE.

Disclaimer: Activation request usually takes 24 hrs in a regular business day (Monday thru Friday) and any missing documentation will delay this request further.

cherrylee14, here is the timeline of your case and we saved all emails from you:
1) You email us your first request for code re-activation on Friday, May 13, 2005 9:27 PM. You have only given us your Device ID and Serial number in that email.

Action from OCN Team: No reply because this request came in after business hour at 9.27pm EST.

2) Your statement of saying "Well, they e-mail me 2 days later saying I needed to fax them. So I did, expecting a return email within a few hours. OC emailed me again 2 days later with a new licence key for me to 'TRY'." was not fully put into the right context that the 2 days included Saturday and Sunday.

Action from OCN Team: Of course we cannot response as we are not working on the weekend.

3) On Monday, May 16, 2005 12:59 PM, we sent you our first reponse asking you and received your proof of purchase in fax. So, the 24 hrs clock resets itself from this point and we resume to process your case.

> We need the actual proof of purchase / invoice fax to us at:
>
> (770)-573-2205
>
> NOTE: The invoice must contain the purchaser name as your and your address.

4) On Tue, May 17, 2005 3:41 pm, we sent you the new activation code but it was our error that the first code generated is invalid. So on 6:38 pm, we sent you the 2nd activation code but did not receive a confirmation from you that this code works. So, we assume that it works this time.

Question to all: So, is this story truely horrible?

cherrylee14 · 05-21-05, 12:38 PM

Thanks for your reply. In fact, I should have written my problem here instead of OnCourse discussion board due to a fast reply. I apologize that I confused with the weekend time. I really needed OCN4 that monday and was upset for the fact that I couldn't use it.

Again, I really like OCN4. My point is I wish I had a phone support, which would solve any kind of similar issue in 3 mins.

[Modified] I modified what I misunderstood.

jahko · 05-21-05, 08:18 PM

I feel that any software sold with device specific Microsoft style activation should have 24/7 access to this activation process. Being that you paid $150 for this s/w cements this ideal even more.

I've bought shareware with similar activation that got keys immediately - via a bot.

But I think Oncourse is probably not the worst support going - try getting support from anything Bently Publishing does (automotive CD-ROMS) and you'll see that OCN response is ok support, but not great support.

At least companies like Microsoft that pioneered device specific activation are able to give you a key 24/7....

notsure · 05-22-05, 11:06 AM

Originally Posted by jahko

I feel that any software sold with device specific Microsoft style activation should have 24/7 access to this activation process. Being that you paid $150 for this s/w cements this ideal even more.

I've bought shareware with similar activation that got keys immediately - via a bot.

But I think Oncourse is probably not the worst support going - try getting support from anything Bently Publishing does (automotive CD-ROMS) and you'll see that OCN response is ok support, but not great support.

At least companies like Microsoft that pioneered device specific activation are able to give you a key 24/7....

This was the single biggest reason for me not buying OCN. If something where to happen in 6 months and I needed to re-install on a new PDA, I doubt very much I'd be able to find all the information/documentation I'd need to get a new key.

sportster44 · 05-22-05, 06:14 PM

Originally Posted by jahko

I feel that any software sold with device specific Microsoft style activation should have 24/7 access to this activation process. Being that you paid $150 for this s/w cements this ideal even more.

I've bought shareware with similar activation that got keys immediately - via a bot.

But I think Oncourse is probably not the worst support going - try getting support from anything Bently Publishing does (automotive CD-ROMS) and you'll see that OCN response is ok support, but not great support.

At least companies like Microsoft that pioneered device specific activation are able to give you a key 24/7....

Most software I've purchased took 24 to 48 hours to get an activation key. I don't think the resonse here is that bad. Add to that the fact that the team has posted here as well, it seems that OCN is interested in provided decent customer support.
I've been looking at OCN to purchase for myself, because it seems to have good reviews and good maps of Canada. And if they have support people lurking at Aximsite, then all the better :approve:

Qutie · 05-24-05, 03:34 AM

I've been exploring the GPS world trying to figure out what device/software to purchase. The idea that support wouldn't be available during a time when I'd be more likely to need it (weekends/evenings/holidays) would tend to make me look elsewhere. Sure, I could wait until the next business day... but that kind of negates the idea of me having a device that I can use at all times, not just 9-5.

I do understand business hours, however I work those too, service providers (this includes doctors, insurance agents, stores, etc) that are only working when I am aren't a big help. (for me anyway).

And yes, if you Must activate the device this way, you kind of want to do it when you want to do it/need to do it... that isn't always 9-5 (eastern time)

This isn't directed specifically at OCN, just an observation as I read through the posts trying to make a decision :)

treobum · 05-28-05, 11:20 AM

How about a temporary code for registered users. A temp. code for 1 week should be enough time to keep you in business and for OCN to get you the permanent code. This process needs to be automated for those times when we need to do the install after hours.

rdff41 · 05-28-05, 11:39 AM

Who doesnt have phone support. At least Abu Dhabi in India can try to fix a problem. No phone support....wow how pathetic. That brings a whole new meaning to outsourcing...."Ya were outsourcing our phone support. Oh ya where to? You know the trash can."

Qutie · 05-29-05, 03:29 AM

Originally Posted by treobum

How about a temporary code for registered users. A temp. code for 1 week should be enough time to keep you in business and for OCN to get you the permanent code. This process needs to be automated for those times when we need to do the install after hours.

This sounds like an excellent idea, to take it one step further... have the temp code included with the documentation, and only able to be used for the one week period (to protect the vendors from theft). When you are issued your new code, you could also be issued a new temp code, for those just in case moments.

jahko · 05-29-05, 09:39 AM

Originally Posted by Qutie

eriod (to protect the vendors from theft).

Unfortunately in OCN's case if you can't access your bought and paid software when you want, the s/w provider becomes the thief.

I don't care if any software makes my toast in the morning, if it has this type of activation without the support behind it its not worth the trouble...

JakeRich · 05-29-05, 01:03 PM

Wow, such an angry set of reactions from such a trivial problem! OCN, a European product, is supported in the US by a small company, so providing 24/7/365 support is pretty difficult. The original poster claimed it took two days to get a response from them, but didn't bother to say that it was a weekend. As the original poster eventually pointed out, "I apologize that I confused with the weekend time. I really needed OCN4 that monday and was upset for the fact that I couldn't use it." So she had a personal problem that the rest of the posters have blown way out of proportion. In business day terms, she got excellent response, and well within the company's promises.

It's unfair to slam OCN because of problems created by the Axim failure. Those kinds of failures do generate problems with software...she got hers resolved in 1 business day. Not bad!

deftech · 05-29-05, 02:18 PM

I agree completely Jake. For the original poster, it seems like the Axim "switch out" just came at the wrong time (a weekend that she needed the software). I've dealt with MANY software and hardware companies over the years, and can say that getting your support within one business day is absolutely great customer service for something like generating a new software key for your device.

For those people in the thread comparing the support to companies like Microsoft and Dell, and saying that OCN should provide 24/7 support like those companies.... that's just not feasible for every company out there. Companies like Microsoft and Dell sell millions upon millions of their products every year, so it's nothing to them to pay people to sit overnight and on weekends just doing support. For a smaller company that sells just a single piece of software, how is it feasible to pay someone to work weekends/nights? Even if it was a single support person per shift that was only getting paid about $9.00/hr, that's around 118 man-hours per week which is around $1,062/week for after hours/weekend support. That's over $55,000/year they would be spending on 24/7 support. I personally don't know their financials or sales stats, but I highly doubt that it is feasible to add that much money into their support... especially when we're just talking in the US for this part of the company. I highly doubt that by NOT having 24/7 support that they're losing 350+ software sales, which is what it would take to balance out the $55,000/year.

IMO, they're doing a great job with OCN and with their customer service. I've had much larger companies take longer than 1 business day to get back to me on something like this. So in my book, good job OCN. :)

05-29-05, 02:56 PM

I agre with the last 2 posters about the problem being blown out of proportion.... but.... I really don't think the response by OnCourseTeam was endearing to the company at all - sure they may have been in the 'right', but to post a response here in such a tone (after hours? not sure on time zones etc) just seems a little rude. Not a biggie, but guys - being right doesn't always make for good service, the customer is always right, be nice and you'll get more customers :approve: