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Business Profile

Tech Support

Fancy Bits LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:06/13/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I subscribe to a service called Channels DVR through a company called Fancy Bits LLC. They have tech-support via email only. In the past I've emailed them and got responses right away, but this time there were several delays in getting responses. After sending a very polite email, commenting that it seemed to be taking a long time, and getting no response, I sent an email saying that I was getting a little impatient and could they please help me. This seems to have really annoyed them because I got an email reprimanding me about my impatience and how they're really busy and it was his birthday and he was traveling and yada, yada, yada. Before I got this response, in an effort to expedite the process, I posted on the company's "community support" page. Not realizing how the support page worked, I posted the same question in two categories, and another representative reprimanded me for posting twice, and closed my post. It seems there are only three people working for this company, and so far two of them given me the impression that they're really rather unprofessional.Nevertheless, they have not been able to solve my problem. My latest email from them suggested that the problem is with the equipment that I'm using, which I have checked thoroughly. Basically their attitude toward me seems to be "Screw this guy. Who does he think he is? Doesn't he know how important we are?"I am at a loss. It seems like these guys are ****** off at me and do not want to help me, but oddly enough I pay their freaking salaries! I should expect good customer service. I'm hoping that this ********************** complaint will make them aware that I am a paying customer and that I need to be treated with respect. If they want to continue to take this attitude, let their reputation catch up with them.

    Business Response

    Date: 06/18/2024

    This is in response to the complaint we received and I'd like to address the things brought up in the complaint.

     

    > In the past I've emailed them and got responses right away, but this time there were several delays in getting responses.
    We are a small software company of three people. We do our best to respond to all support requests in a timely manner, but we do not provide 24 hours a day support. We actually provide more support than most small software companies in our category do, in that most of them do not provide technical support at all.

    Not all support issues can be resolved in the same amount of time. Some issues take research and time to resolve. We try to respond to all support requests in a timely manner, but it takes longer to resolve the issue. This is especially true for issues that are specific to certain hardware that users have. Our software works on an wide array of hardware out there, but that does not mean it performs perfectly on all of them. This can prove challenging to resolve some technical issues.

     

    > After sending a very polite email, commenting that it seemed to be taking a long time, and getting no response, I sent an email saying that I was getting a little impatient and could they please help me. This seems to have really annoyed them because I got an email reprimanding me about my impatience.

    Your original support request was responded to in less than 2 hours. We asked you to submit diagnostics directly from your software and we did not receive them for 2 days.
    Within days after, you posted multiple times to the support ticket asking when it would be fixed. We later responded to let you know that fixes don't happen right away and that it will take time to figure out what your issue was. We also let you know that your diagnostics were not showing anything like the issue you described and we asked you to try to reproduce the issue and send us new diagnostics and offered some other suggestions on how to resolve the issue.
    There was no reprimand in our response. Our response was to set your expectations for the support request.

     

    > Before I got this response, in an effort to expedite the process, I posted on the company's "community support" page. Not realizing how the support page worked, I posted the same question in two categories, and another representative reprimanded me for posting twice, and closed my post.

    This is normal forum moderation. There was no reprimand. You were simply asked not to post the same topic twice on our forum. Your original post was not closed, only the duplicate post was closed.

    In closing, we're happy to provide a full refund and cancel your account if you are not happy with the service.


    Customer Answer

    Date: 06/19/2024

    Better Business Bureau:

    I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Basically the response was just a bunch of defensive excuses, with no acknowledgment that there's even a possibility that the company was unprofessional. The fact of the matter is my system is still not working properly and their response didn't offer any kind of solution to the problem. It was only a defense of their position, which is clearly in favor of them, as opposed to the customer. They would rather refund my money than actually admit they were wrong and address the real problem. Rather than a refund, I would appreciate quality customer service and respect. I have received that in the past from this company, but on this occasion, I felt like I was being treated more like an annoyance than a paying customer. Admitting you were wrong would go a long way to convince others who are reading this that you value your customer over your pride!

    Regards,

    *********************




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