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inKline Global taking lessons from Domain Registry of AmericaMay 14th, 2007

I think inKline Global, who make (amongst other things) the PC Booster software for the PC, has been taking “customer support” lessons from the Domain Registry of America.

I was intrigued and perplexed as to why inKline Global were taking out targeted banner advertisements for their PC Booster software, and yet not filtering out Mac users. I’ve seen a number of banners stating that “my Mac has poor performance”, and when I was intrigued enough to click on one, I was offered a PC-only piece of software, even though the sales page on the web site still referred to my Mac!

I emailed them, from interest only, just to see if they were aware that they were wasting money on poorly targeted ads:

Why do you advertise to Mac owners?

Your FAQ says categorically:

“Does PC Booster run on Macintosh?

PC Booster does not run on Macintosh.”

So why do you run loads of stupid banner ads saying “Your Mac may need a tune up”?

It’s wasted advertising and it’s annoying! If you only make PC software, you should abandon contextual advertising to anyone NOT on a PC!

Now I don’t care what this company does with their money - but I enjoy sending pesky letters from time to time, just for the fun of it.

Here’s the response I received this morning, via email, from the lovely Trisha:

Dear Andy,

Currently PC Booster is not compatible with Macintosh. Once we have a compatible Mac- product, we will notify you through our newsletter.

Have a nice day.

Oh I will have a nice day, safe in the knowledge that I haven’t wasted money with a company that doesn’t bother to read their support emails properly. Had she done this, she would have seen me reference the very answer stating that they don’t make the software for Macs!

Oh, and you had better not notify me through your newsletter, as I’ve never signed up for it. I do hope you haven’t subscribed me to it.

Come on, companies, sort it out.

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3 Responses to “inKline Global taking lessons from Domain Registry of America”

  1. Vero Says:
    July 21st, 2007 at 8:40 pm

    How funny! I can’t stand customer service that doesn’t deliver. They’re the company’s sales people and should be doing their best to please users, potential and existing.

    I’ve conducted a few experiments of my own, emailing the following companies to see whether their CS team had the same joyful, fun-loving attitude their marketing team broadcasted.

    Innocent juices
    - My email: Wrote to let them know I loved their brand and had blogged about them.
    - Response: A week late. Reasonably friendly, but boring response saying “Thanks for your feedback”

    Skinny Cow Ice Cream
    - My email: Wrote to tell them there were no toffee pieces in the tub of ice cream, and that “if they found the pieces, could they please put them in an envelope and send them to me”
    - Response: “Richmond Ice Cream Inc” responded asking for the batch number of the ice cream I had bought, for which they would refund me. No offer for vouchers or funky shwag and certainly no humour in sight.

    Firebox.com
    - My email: Telling Firebox their Easter Egg Hunt was very cool and how I loved their newsletters.
    - Response: Fun, friendly email back saying it’s great to get positive feedback. Enthusiastically promised to share it with the rest of the team.

    Nintendo
    - My email/calls: Nintendo DS Lite has a BUG under the screen, yes a real life crawling bug.
    - Response: The guys had a giggle at the fact that a creepy crawler had made it there and died. They promptly sent me a brand new DS Lite as replacement!

    We know who gets a place in my heart!

  2. JEAN E VALENTIN Says:
    April 5th, 2008 at 3:00 pm

    I brought a cd modem booter since the 21 of march I still do not reiceive yet I wonder why.

  3. Julianne Says:
    June 19th, 2008 at 5:05 am

    Actually, the “Pc Booster comment was the real reason why I came reading your blog (I was googling and it took me to you..).

    Anyways, i’m glad to see that I wasn’t wrong thinking that their program sucks (and so does their customer service I guess).
    Much Aloha!

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