Trust me, you are not alone. Here is my most recent correspondance with them.
This was over them not having the latest version of BBSmart AlarmPro and wanting to charge me protection money to get a back leveled version.
Thank you for at least a meaningful reply. I will await a reply from the developer.
I do have to speak my mind here. I remember back when Handango was a new startup and they were competing for business from PalmGear. You were a fast, responsive and nimble company. A breath of fresh air. Since then you have become loaded with procedures and policies that are in no way customer friendly. No telephone support to say the least. And your policy of having to BUY insurance to redownload software, including updates, is totally horrendous and a major rip-off. When it comes to PDA products that cost usually under $10, and usually have updates often, to have to pay close to 50% more, just to be able to keep up with the product is just plain stupid and greedy. I do not think that policy will actually make money for you cause any intelligent user of a blackberry will realize that most of what you carry is also available at Mobihand, Blackberry AppWorld, Handmark, as well as direct from the authors. None of these have the rediculous policy of charging just to download an update. Some do charge for updates, but that is only because the author is requesting an update charge, and then usually only for a major update.
That said, please relay my disappointment with your service to any executive that might care, if there are any. I will know if you relayed it, cause if I do not get a reply from someone in customer satisfaction, I will assume yu just threw away my comments.
I do feel that until you policy changes, I will be forced to only shop with Handango, if you are the ONLY vendor carrying a program and there are no other alternatives. I probably spend at least $10-$20 a week of software and very little will come here in the future. I will also post these comments on any forum that will accept it, if I do not get a meaningful reply, preferably to arrange a phone call with a real person.
Bob (A used to be loyal customer) Chernow