Realhound Support or more accurately, lack thereof . . .

Here is an actual dialog that just took place with Realhound support. This after having waited five days for help.

3:16 PM Customer: Hello is this Josh?
3:17 PM Realhound Support 2: Yes, this is.
3:17 PM Customer: Ok, can you call so we can talk at the same time?
3:17 PM Realhound Support 2: Sorry, but I'm not available for a phone call right now. Is there an additional question or concern?
3:18 PM Customer: yes, this takes 4 times longer than talking at the same time
3:18 PM Customer: it is MUCH quicker to talk than to try and communicate via intant messaging
3:18 PM Realhound Support 2: Yes, but I'm not available for a phone call right now. So I can help you now this way or we can reschedule for tomorrow.
3:19 PM Customer: same old story with you guys
3:19 PM Customer: this support method SUCKS
3:19 PM Realhound Support 2: Why are you trying to pick a fight? I'm offering to assit right now.
3:19 PM Customer: because this is STUPID

3:19 PM Realhound Support 2: Ok, then we can reschedule. I'm truly sorry your frustrated.
3:20 PM Customer: Not enough to pick up the phone though 'eh?
3:21 PM Realhound Support 2: I really don't know what to tell you. I'm currently on a different phone call, and can't call you. Please tell me what you would prefer. I now only have 8 minutes until I have a different appointment.
3:21 PM Customer: Well, RH is not syncing properly
3:21 PM Customer: contacts don't equate on different machines
3:21 PM Realhound Support 2: I know that - that's what I'm going to try to resolve for you.
3:22 PM Customer: there are groups that don't add up and all of this is fairly contant with yoru program
3:22 PM Customer: add to that a completely dopey method of providing supprt and you have a recipe for customer frustration
3:22 PM Realhound Support 2: May I begin looking at it now?
3:22 PM Realhound Support 2: This was all outlined in the emails already and was what I was planning on looking at.
3:23 PM Customer: how do you plan on having me explain the differences - by typing them all?
3:23 PM Customer: that's SO inconvenient for me, the customer
3:23 PM Realhound Support 2: Fine - we'll reschedule for tomorrow. I'll send you an email later letting you know the available times.
3:23 PM Realhound Support 2: Have a great evening.
3:24 PM Customer: this after waiting for 5 days
3:24 PM Customer: not happy
3:24 PM Customer: I'm very tired of this method of support
3:24 PM Customer: it's totally unacceptable, particularly when you factor in the amount of money someone spends with you guys annually
3:25 PM Customer: please copy this dialog to Andrew, I'd like him to see how a customer feels

GetResponse & Jooma Template

The following is a technical discussion, but the tools are ones that very useful to many in CRE.

I presently have a site that was created with a Joomla template and it has GetResponse extension/component that automatically adds a new registrant to the Joomla Community Builder database, upon registration, as well as submitting them to GetResponse for the "final opt-in" which then adds them automatically to GetResponse, in the event they do opt-in from that email.

I am curious if GetResponse has any plans to implement an Event Management feature similar to that of Constant Contact? This is something that is compelling enough in my case that I would leave GetResponse (and forego all of the work in setting up the extension mentioned above) and even go through the hassle of installing a different Joomla component for that interface between my Jooma-Templated site and Constant Contact. I didn't like the fact that the company providing the Joomla/Constant Contact component/extension didn't also automatically add a new Joomla registrant to the Joomla Community Builder (in addition to the Constant Contact autoresponder) as the GetResponse Joomla extension does. If they did have that, I would have already left GetResponse. That is how important event-management is to me. So for now I'll stay put, but it would be much easier to do so if I knew GetResponse was thinking of introducing this feature-set or presently working on it. Is it being worked on, is it on the "drawing-board"? Please let me know.

Robert M. Burns
Happy GetResponse user with present feature-set on the autoresponders, but longing for the event-management area that integrates with the autoresponder, ala Constant Contact

REA9

Have you used Rea9? If so, please chime-in here - I'm thinking about trying it out because I am so disappointed with support I am receiving now from my commercial real estate CRM product.