I have e-mailed their sales team now about two diffrent products and have gotten ZERO answers, not a single email back. Is this normal for SWsoft or am I getting the shaft for some reason?

Joe

Yes, this is normal. They take a LONG time to reply. Some of our emails have taken 5 weeks for responces, others don't get responded to. We gave up on them and contacted their certified resellers which reply within several hours.

Yes, this is normal. They take a LONG time to reply. Some of our emails have taken 5 weeks for responces, others don't get responded to. We gave up on them and contacted their certified resellers which reply within several hours.

5 weeks? That's awful, did they even apologize or offer any remote type of excuse for the lateness?

They didn't apologise, and they are never very sincere to your queries. They prefer to work with large orders (we were only purchasing 30 licenses of Plesk) and they claimed that Christmas interfered with their responces. We sent our original email to them early November, received a responce November 17 then another responce January 3. We haven't heard back from them again yet but I've given up on them.

Absolutely the same experience, one reason why we would never now consider switching to Plesk.

Absolutely the same experience, one reason why we would never now consider switching to Plesk.

Maybe someone representing Plesk will read WHT, or be notified of this thread and be able to provide an explanation... a good one.

SWsoft unresponsive or (extremely) slow to reply?? Surely you're joking :)

I'm not, but I wish they would contact me. They are way too slow.

Same is the case here. We sent a mail to their sales department and never got a reply. They even didnt bother to send an acknowledgement. We would never go with plesk with these type of responses.

They need to improve their behaviour towards their smaller clients to be.

This is the #1 reason we would never use their sitebuilder. The product is fantastic, but their support sucks. We can't offer a product to our customers that we can't support.

Too bad...

We've also been waiting over a week for a response to an email we sent regarding their sitebuilder software.

Not a good sign.

We've also been waiting over a week for a response to an email we sent regarding their sitebuilder software. We wanted to clear some things up before buying the software. After reading these posts, and realizing the long responses are standard for them, we're definitely not going to purchase their software.

LAIG

If you have sales questions about SWsoft products you can contact us, you will get the answer in several hours.

I am not going to use SWsoft for anything anymore. I cant stand this type of support.

:uzi:

My Sales person at SWsoft rocks. I always get a quick answer and I have many times emailed him late at night or in the morning early and he answers me. I had to ask him if he ever slept. If you send an email to their support department you will not get an answer without a ticket number. Send your requests to info@ and see how long it takes to hear back.

SW-Soft came on livechat to speak with me, referred from this page :D

Todd basically said that even though we went through resellers, not them directly, in the end I'm still using their software and they do not want their customers to feel like they can't contact them. He also mentioned that they have thousands of customers and sometimes they try to get all emails answered quickly but its not always possible. He said that sometimes a reseller is a viable option.

I was also informated that they don't want you to feel alienated because you don't own a ton of licenses... you can contact them anytime and they'll respond within several hours.

We did send an email for sales enquries and we never had any reply after 3 weeks

I normally prefer to deal with their regional respresentatives, which are much more responsive and helpful.

If you have sales questions about SWsoft products you can contact us, you will get the answer in several hours.

Hmmm... your site isn't coming up.

LAIG

My name is Mike Riolo and I am the Director of Sales for Hosting Markets at SWsoft. I was disappointed to see this topic and want to make sure your concerns are addressed. We take our software, customers and business very seriously and want to ensure that everyone that deals with our company and products has nothing less then a positive experience. I can not comment on any of your specific instances without investigation but i can promise you that we do our best to respond to ALL inquiries in a timely manner. We have multiple sales groups worldwide and i am confident that the vast majority of our customers, regardless of what they purhcase from us, have a good experience. To ensure the quickest response from us, there are a few different ways to contact our sales team directly. You may send an email to sales@swsoft.com. Mail delivered to this alias is screened by our sales admin and then sent to the proper person for response and follow up. We get a lot of mail to this alias and do our best to respond as quickly as possible. We strive to respond to all mail into this alias with in 24 hours. If mail is received over the weekend, we try to respond to all mails by Monday COB. You may also call us directly by dialing 703-815-5670 and choosing option 1. This line goes directly to our US Sales team. I encourage each person in this post that did not receive a satisfactory response to your inquiries to SWsoft to contact me at mriolo@swsoft.com. I will personally look into each issue and find out where things went wrong. We are committed to all of our customers and hope that you will consider our software in the future.

I had the same issues with them and which is why i dropped my partnership account and stopped selling their product. Ever since sw-soft took over they simply don't care about the customer reseller/partner/end user whatever.

I washed my hand of SWSoft, I have waited quite some time for a simple sales contact and zero reply. I dont feel at home with there support. Im SURE they wouldent let there "BIG" clients hang this long.

angry

I've been working with Justin S. at SW-Soft for over a year now. I can't speak for other sales folks within the company but I can say that Justin is very responsive. It's 11pm here on a Sunday evening and about 10 minutes ago I emailed Justin requesting another Virtuozzo license for a new server we are standing up - Justin responded back about 10 minutes later. This is _very_ typical of my dealings with Justin - 10 - 30 minute replies just about any time day or night.

We are not anywhere near a large SW-Soft customer, so getting this kind of attention for a 'smallish' account is very nice.

It is a very good sign to see Mike addressing these issues. Another vote of confidence in Sw soft products. I myself had such problems , but am now very well served by one of your regional partners , whose support simply rocks. Of course I will definitely seek your advice should they have problems answering some product questions.

My name is Mike Riolo and I am the Director of Sales for Hosting Markets at SWsoft. I was disappointed to see this topic and want to make sure your concerns are addressed. We take our software, customers and business very seriously and want to ensure that everyone that deals with our company and products has nothing less then a positive experience. I can not comment on any of your specific instances without investigation but i can promise you that we do our best to respond to ALL inquiries in a timely manner. We have multiple sales groups worldwide and i am confident that the vast majority of our customers, regardless of what they purhcase from us, have a good experience. To ensure the quickest response from us, there are a few different ways to contact our sales team directly. You may send an email to sales@swsoft.com. Mail delivered to this alias is screened by our sales admin and then sent to the proper person for response and follow up. We get a lot of mail to this alias and do our best to respond as quickly as possible. We strive to respond to all mail into this alias with in 24 hours. If mail is received over the weekend, we try to respond to all mails by Monday COB. You may also call us directly by dialing 703-815-5670 and choosing option 1. This line goes directly to our US Sales team. I encourage each person in this post that did not receive a satisfactory response to your inquiries to SWsoft to contact me at mriolo@swsoft.com. I will personally look into each issue and find out where things went wrong. We are committed to all of our customers and hope that you will consider our software in the future.

I am glad as well to see that SWSoft came to here. I have had good luck with them in the past, they seem to run a very well maintained company.

We also have had nothing but good sales and technical support from SW-Soft. I am surprised to hear the amount of delay others are experiencing with them.

Never had any issues with SW-Soft Sales or Support, replies have been quick and very helpful