Guys - I understand that you are frustrated. If you would like, I would be happy to arrange to have your units returned and your money refunded immediately. Otherwise, we want to continue to work through the issues and solve them as quickly as we can.
That being said, yes, we know there is a group of customers that are having difficulties getting up and running successfully. But it is just that - a relatively small group of customers. Now I know that if you are one of those customers it doesn't make you feel any better to hear that, but you are making some pretty serious accusations and statements. There are currently tens of thousands of people that use Time Trax on a regular basis and although our average volume of support tickets and reported problems is currently higher than the industry average, they are still low in a relative sense as a percentage of our user base. It's easy to misjudge the bigger picture of the success, failure or usability of our software when the context is generally a resource that users turn to for assistance when things aren't working properly for them.
Our products are developed with input from our customers, alpha tested internally, beta tested by real world customers and released. We know that we've got to get better testing and support processes in place and those are top of mind and top of list here.
The people at Time Trax work hard day-in and day-out (and recently through the night) to support users, put out the best product that we can and to fight for the "fair use" rights of our customers. We don't want unhappy customers - I don't know why we would want to give you anything but the best product and the best support that we can. We're working hard to get there.
I hope that information is helpful. Importantly I hope that I've shared information with you that will stop the unnecessary negativity and false statements and assumptions and allow us to stick to constructive criticism in the interest of making and better and better product that everyone can take advantage of and benefit from.
Questions, concerns? Frustrated? Let me and or Derek know. We'll try and get things pointed in the right direction for you.
David
Time Trax