“We provide support the way we would like to receive it”
A simple rule, but we believe it is one of the most important aspects of our software. Ever since our first application release back in 2004, we have done whatever we can to ensure users of our software receive the assistance they deserve.
Just have a look at the User Reviews section, were you will find a collection of testimonials posted on websites posted by some of our users. Besides our response time, people rave about the quality of support they receive, and the extend to how far we go to make sure everything works as they desire.
Our unique way of providing support to our users originates from our history in Information Technology. Before we started developing software, we worked in job positions such as Sales, Help Desk, Desktop Support and Network Administration, from small companies to enterprise sized. Working in some of these positions, we were providing support and assistance to customers, but bound by company-policy, resulting in quite a few disappointing scenarios for these customers, while in other positions, we were dealing with support departments from other companies, again mostly unsatisfactory.
With the start of our own software development, we promised ourselves to make sure our own customers will never have to go through the things we went through ourselves.
Our way:
* We always respond within 24 hours. It seems simple, but many companies just collect their support calls for a few days/weeks and answer them in batch. We try and answer questions whenever they come in, and in most cases, our responses are within minutes. If you do not receive an answer within 24 hours, please check your spam filter.
* We treat each question individually. Again, simple, but most companies just copy&paste stuff from the manual or from a collection of standard issues. We believe that questions that are asked individually should be answered as such.
* Personal answers. We understand that not everyone is an expert on everything, so there is no need to apologize for being a newbie. Based on your writing style, we try and tailor the information we provide to make it understandable for you. We don’t throw around complicated terms to confuse you.
* We want to help.For many companies, having a customer contact them with a question is treated as a nuisance. They already have your money, so they feel it just is not worth it to spend much time on it. We treat all our users the same, if you are using the trial version or already purchased, we do what we can to make sure your questions get answered.
* We actually listen. Many of the features found in our applications are there because people requested these. We use our own software, and for us, it does what we need, but if you have ideas for new features, we are happy to do something with it.
What we need to be able to help:
You have to want to be assisted. It sounds stupid, but every now and then we get an email from someone stating “it does not work, what do I do?”
Without providing any information in regards of what is happening, we can not assist you in resolving the issue.
To be able to assist you in the best possible way, please provide us with as much information as possible;
* which application are you using, and what version. If you do not provide this, its hard to provide suggestions, due to the differences with our applications.
* If you would like to suggest a new feature, please provide us with as much information on what it should do. An example scenario should gives a good idea of what it should do.
* If you want to know settings for a certain device not listed in our application, please provide us with a link to the specifications of the device. In many cases, we receive questions like these, “I have DVD Catalyst 3, can you tell me the settings for DEVICE XXXXX, Thanks”. While we do try and google for these, it is a lot easier for us to follow the link and offer suggestions. Not all sites we find with your device provide the proper information either.
* what happens, and when does it happen. All our applications perform a few steps by itself, and depending on when you experience an issue, the solution differs. When you add video content to our applications for conversion (DVD or video file) the content will be scanned first, then you can adjuts settings for the conversion, and after that you start the conversion.
* does anything else happen. On almost every computer, additional software is installed that can interfere. For example, when you insert a DVD, a DVD player application might automatically start and play the DVD. If DVD Catalyst is running, it will detect the DVD, but while it is trying to access the DVD, the DVD player is doing the same, which can cause issues. It is always recommended to insert the DVD first, then after a few seconds (when it is done spinning) start our software.
If you have issues with a DVD, always try a few different DVDs before contacting us.
for questions and suggestions, please contact us on dvdcatalyst@gmail.com
