Let me start by saying that I'm not an SD customer (and happy that I'm not, as my frontend of choice has visibly active support and development), but I have been an mp3car store customer over the course of the past four years, and have been satisfied with my purchases and the service I have received over the years.
However.... after following the "this is ridiculous" thread from its inception, to see
this "status" thread posted
now is "too little, too late." Your actions, or lack thereof, have caused you much damage. This is something you could and should have posted to buy yourself some time the moment you recognized the unrest in that other thread.
Although you are allegedly attempting to try to reassure your customers that everything is ok, and ask for their understanding, you still manage to treat them with indignity:
There is no apology for the lack of support or answers from SD and MP3Car.... and when the issue of nonexistent support is referenced, it is referred to in a manner of
Quote:
while you may not be receiving responses to support requests as quickly as you would like
... now that just sounds plain bad... like the customers have been unreasonably impatient. More appropriate wording might have been something along the lines of
"Unfortunately during this period of transition,
we are not able to respond to support requests as quickly as
we would like."
Own up to the problem, take some responsibility. Be sympathetic to your customers' needs, and apologetic for your shortcomings. If SD/MP3Car needs to clean house to get in order, then clean house. But if you want to run a business, then be professional, and it's not the customers fault that your business is having problems, and it is still your responsibility to provide support for a product that the customers paid good money for, you don't just leave them hanging!!
Streetdeck or not, this reflects quite poorly on MP3Car customer service, whether SD and MP3Car are separate entities or not, and whether you like it or not. And the sad thing is, that this would have been avoidable if you had taken proper action in a timely manner.
Perhaps you should consider a
PR firm to write your status "updates" if this is the best you could come up with after three weeks.