Originally Posted By: bnwitt
By the way, have you ever stayed at a Marriott or Ritz Carlton hotel? I think you'd find the customer service of those two companies is head and shoulders above that of PGM. I can name lots of other companies which have customer service that far exceed PGM's in this instance for sure. This marketing setup is all about profit and does not even consider customer service.


I have a friend who was a consultant to the Ritz for many years and actually co-wrote the template for their customer service model. It is indeed the gold standard, which very few meet, or even aspire to. It is fitting for a company which has uniquely branded itself.

PG Music's customer service is head and shoulders above anyone I know of in the software business. Who else in this industry offers a money-back guarantee? Who else is so easy to get in touch with? You have to have been around the product and the forums for a while, but who else is so responsive in terms of fixing bugs and adding mods? I know of a case in which the feature request of a single customer was implemented within 48 hours and made available to everyone. Who else, short of an enterprise-level application, does that?

I mentioned the Ritz Carlton's uniqueness above. BIAB is also unique. There is nothing else that performs its core functions, and so much else as well, at any price. I agree with you that making Audiophile Style and Instrument sets is a good idea. Approached diplomatically, you might indeed find PG responsive to your suggestion. However, I find it interesting that while you appreciate great service and have taken advantage of Band-In-A-Box, you are willing to trash PG's service in your first post on these forums before a community of which you are the newest of new members.

You don't know me at all, so you'll have to trust me when I say that I ask this with the utmost respect: Are you the kind of customer to whom someone would want to render first-rate service? I don't know how you approached whomever you spoke with; if it was calm and polite, then there is no issue. If not, ask yourself how you can best present your case.

I have two suggestions. First (if you haven't already) is to post your issue as a suggestion in the BIAB Wishlist forum. It does get read and, as I said earlier, PG is very responsive. That's not a guarantee that it will be honored, but it's the proper way to begin. The second would be polite persistence. Don't give up until you've exhausted all alternatives--and you haven't. Get other people on your side and keep on until you meet a definite "no." Just a thought.

Sincerely,

Richard

"My primary musical instrument is the personal computer."