Scratch has got me Scratching My Head

[Many Moosh]

Assimilate Scratch has got me scratching my head over there customer service.

I emailed Lucas on April 24th asking for the Price of Scratch, he relied, asking for more information and when I gave it to him, I still got no response. Below is the email. I followed up with another email on April 29th, thinking that maybe I missed his email, or it went to the junk folder, but I still got no reply. Is there something wrong with their customer service or do I just have dandruff.

Manymoosh


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RE: Price for Scratch‏
From: mansoor osman (manymoosh@hotmail.com)
Sent: April 29, 2008 5:04:14 PM
To: mansoor osman (manymoosh@hotmail.com)

Hey Lucas,

I'm just following up on getting a price for the Scratch color software.

Thanks,

Manymoosh

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From: manymoosh@hotmail.com
To: lucas@assimilateinc.com
Subject: RE: Price for Scratch
Date: Sat, 26 Apr 2008 06:29:55 +0000

Hey Lucas,

Toronto, Ontario.

Regards,

Manymoosh

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From: lucas@assimilateinc.com
To: manymoosh@hotmail.com
Subject: RE: Price for Scratch
Date: Fri, 25 Apr 2008 20:42:29 -0700

Canada’s a big country. Montreal or Whitehorse? : )

Lucas

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From: mansoor osman [mailto:manymoosh@hotmail.com]
Sent: Friday, April 25, 2008 7:47 PM
To: lucas wilson
Subject: RE: Price for Scratch

Hey Lucas,

Up in Canada.

Regards,

Manymoosh
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From: lucas@assimilateinc.com
To: manymoosh@hotmail.com
Subject: RE: Price for Scratch
Date: Fri, 25 Apr 2008 15:20:06 -0700

Hi Manymoosh,

Where are you based?

Best,

Lucas

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From: mansoor osman [mailto:manymoosh@hotmail.com]
Sent: Thursday, April 24, 2008 12:01 AM
To: lucas@assimilateinc.com
Subject: Price for Scratch

Hey Lucas,

I wanted to know the price for the Scratch software. I'm a independent film maker.

My Compter specs are:

HP xw 8600
3 GB
NVIDIA Quadro FX 3500
AVID MC

I will be using Scratch for Standard Def video. My distribution format is DVD.

Thanks,

Manymoosh

 

[Seth Larney]

Hi Manymoosh,

Lucas has always been extremely attentive and helpful with me, however I know he's an insanely busy man. I'd try him again..

Cheers,
Seth.

 

[Nick Wolf]

Man no offence but are you for real? The guy has a business to run. He will get back to you. Do some laundry bake a cake give the guy a break. Don`t make a mountain over a mole hill.

Your mails sound a bit prankish to be frank.


DogDay

 

[Lucas Wilson]

Assimilate Scratch has got me scratching my head over there customer service.

Manymoosh,

ASSIMILATE - like most software companies - works with a network of distributors and resellers. I do not personally handle sales in Toronto. Our reseller in Toronto does.

I forwarded your information promptly to our reseller. I do not know why they have not followed up, but I will make sure they get back to you.

Lucas

 

[Steve Sherrick]

It's also a bit unfair to post email exchanges on a public forum. I can understand you might be frustrated, but email is a private thing. I'm sure they will get you the info you need. They have always been responsive when I've asked for info.

 

[Many Moosh]

Thanks Lucas I appreciate it.

Dogday I think there's something in your Kibbles 'n Bits? How did I make a mountain out of a mole hill. If you read my post, it was regarding their Customer Service. I wasn't rude, bit*&hing or making any presumption. I clearly stated that I was asking if anyone else had any experience with their customer serivice or was it just me. In fact, I even joked about it -

Assimilate Scratch has got me scratching my head over there customer service. Is there something wrong with their customer service or do I just have dandruff.

I was inquiring because purchasing the scratch software is a big investment, I just wanted to know about their customer service before I made that investment. Thats all. I posted the email because I didn't want it to appear as if I didn't email them or hadn't tried to get a hold of them.

Again, Lucas replied quickly on the board and cleared it up. Therefore I'm reassured that if I have any problems it can be remedied by using this form.

Manymoosh.

 

[Seth Larney]

Thanks Lucas I appreciate it.

Therefore I'm reassured that if I have any problems it can be remedied by using this form.

Manymoosh.

Or by contacting somebody else at Assimilate, off-forum ? Or by contacting your local reseller ... or .. ?

I think the point about questioning a company's customer service (although unintentionally)! on a public forum, when, as Lucas pointed out - he isn't even the rep for your area, is a valid one.

I'd just hate to see everyone posting here when they can't get a hold of somebody.. folks tend to easily misconstrue things sometimes!

Glad you got it sorted ! :calm:

 

[Greg M]

I wasn't rude, bit*&hing or making any presumption.

Actually you were, your original post was out of line and should have been handled privately. Maybe a simple phone call?

 

[Many Moosh]

Hey,

Digitalfx, can you show me exactly where I was rude in my post?

If you read Lucas Sticky, it states that you should use THIS FORUM to discuss any

questions/b*tches/gripes that you may have...

Manymoosh

 

[Finner]

can you show me exactly where I was rude in my post?

Manymoosh

I am arguably the rudest person on here and even I thought your post was rude.

 

[Many Moosh]

Finner, you said I was rude in my post, WHERE? In the post I didn't make a single rude or inappropriate comment. Everything I wrote in the posts was exactly as it happened, and I attached the email to prove it. How is that rude?

manymoosh

 

[Greg M]

manymoosh,
Your post may not be rude, its just inappropriate.

 

[Lucas Wilson]

Manymoosh,

Your post was not rude, per se. However - two things:

1) It is extremely well established online etiquette that posting private emails in a public forum is just not done. My cell phone number is listed on the ASSIMILATE website, as are several other ASSIMILATE contacts. That may have been a better way to proceed.

2) You complained about our customer service. You are not a customer. Yet.

As they say where I grew up - no harm, no foul. In the future, just consider that while I try very hard to keep up, I do get several hundred emails per day and occasionally some slip through the cracks.

In this case, I actually did follow-up promptly with our partner in Toronto. I have pinged them again to make sure they contact you.

Best,

Lucas