Markspace Sucks!

[Porletto]

So yeah Missing Sync 3.0 doesn't work with 10.2.4. so I uninstall everything and start from scratch. But, now I can't find my friggin Missing Sync 3.0 installer that I paid $30 for! And Markspace won't answer the phone or email! W T F!

[tonyricciardi]

Agreed. For a product as privey as their is, their support was very slow to respond. They should be ashamed. I finally got a return email after 8 days. I was also having trouble syncing under 10.2.4. If you go to my previous thread about 10.2.4 and missing sync, there are careful instructions on how to re-install all the needed files to get things working properly. Their tech support, is of no help at all...if they ever respond to you at all.

[eric2002]

yes i agree also... they haven't been very helpful to me either. I purchased an NZ and although their site says it doesn't work w/ mac yet I was able to get the beta version working (except for mounting the memory stick)-still working on that. but their support was lousey!!!

[MythoFactory]

They don't have a case-by-case support. They're a little company, and the time they spend answering support is lost for developing.

You can have most of the answers to your problems in the mailing list:

http://lists.markspace.com/mailman/listinfo/missing-sync-clie-talk

it's kind of messy, but it helps.
Don't criticize so quickly. They have a lot of guessing work to do. Sony doesn't distribute their specs, so they have to wait the release of a new device to start working on the driver.
I think they're doing a great job, and their support is better than Sony's!!!

[parmesian]

i have to agree with mytho. having been a developer, i can tell you the job they are doing is nearly impossible when the parent company releases good specs and considering how poorly sony treats everyone, the folks at markspace are performing miracles. i agree their customer support is lacking in fast response time for individuals, but their product is great and most of the times you can quickly find the answers on this forum.;)

given the size of the company (micro i would say) i am glad they spend their precious man hours on developing the best connection for the best pda and the best computers instead of answering individual emails.

[Unregistered]

Hello. Someone was nice enough to point this thread out to me, so I thought I would offer some comments:

1) Our stated goal has been to respond to emails/voice mails withing 1-2 business days. From November thru mid February we experienced a combination of increased sales (no surprise there) at the same time as we were unable to hire sufficient customer support staff. During that period we were not making the 1-2 business day goal. On 1/30 we switched to a new sales/support/info ticketing system where all emails get assigned a ticket number, so we can see how old open tickets are, and track all correspondance. We have also hired 2 new support people and are in the process of training them. Because of these steps, we are now back to our goal of 1-2 day response time. Since we have new products coming out this spring (Palm OS and Pocket PC versions of Missing Sync), we would still like to hire additional staff, and we encourage qualified applicants to contact us at jobs@markspace.com if they would like to work with us. Descriptions of open positions are at http://www.markspace.com/opportunities.html.

2) The current 3.0.5 beta posted at http://www.markspace.com/testing/ fully supports the latest NZ and SJ devices for both Hotsync and Memory Stick mounting. Unfortunately we were only able to obtain a unit for development/testing purposes after they were available to the general public, so this update was not ready at the same time they hit the stores. For those who have been with us since the start, they can attest to the fact that we support new devices at their release, or soon after (within a few weeks). 3.0.5 is expected to go final this week or next.

3) If anyone ever loses their installer, they can email sales@markspace.com to receive instructions to download a new copy. When doing so, please provide your order # and place of purchase so we can look up your original order. If you had ordered via the Yahoo store, and saved the email that the store sent you after your purchase, you can also use the URL that was provided in the confirmation email to download a copy without any interaction from us. We also offer a CD-ROM version for those that prefer the convenience of having it shipped to them in that form.

I don't stop by this forum often, so if you have any questions or comments, please send them to me via email (brian_hall@markspace.com), or direct them to our sales or support staff at sales@markspace.com and support@markspace.com

Regards,
Brian Hall
President/CEO
Mark/Space, Inc.

[Porletto]

Markspace stepped up to the challenge. Two hours after I wrote the first post here I received an email with a link to download Missing Sync again. Granted I still can't get my iCal to sync to my SJ30, but they proved me wrong. My sincere apologies, keep up the good work.

[sithiporn]

Come on people, nothing is perfect with this world. We all are lucky that there is such an application for us all to enjoy our clies. Face it, if Sony has done their job right we wouldn't be in this mess.

For those who think that $30 is too expensive, then why would you spend your money on the Clie. Get your research done first or just get palm instead. You have a choice.

If we are to complain about it, then direct your madness to Sony. Who is over price in the first place. But I'm a sucker like you all who bought nr and then nx. I agreed that it was not a smooth ride and had to put in a lot of effort to make it work. I'll hold off on the 10.2.4 for now.

Kudos to Markspace and I'm glad that you are improving the customer service. A side from the service, you might what to also focus more on the development again.

Aloha

[Joel]

Brian Hall, thanks for dropping by and fully explaining how it is at Mark/Space.

More power!

[DonH]

I have to say I was surprised how GOOD Mark Space's response time was. I got a new NZ90 last Saturday evening. Spent all day Sunday trying to get it to sync with OS X 10.2.4. Bought Missing Sync/still didn't work/e-mailed MarkSpace. They sent a reply SUNDAY NIGHT to download MS 3.0.4, which worked fine.

Maybe the situation is different during the work week, but I wasn't expecting a reply until sometime Monday. 24/7/365 service?!?!

I think more fault lies with Sony. For about what an NZ90 costs you can buy a cheesy PC laptop -- didn't Sony figure a large proportion of their buyers would be Mac users? I'm amazed they haven't BOUGHT MarkSpace outright & incorporated the software into their install CD.

[tonyricciardi]

While I congratulate Mr. Hall for his honest and in-depth posting, it still does not excuse his company from their lack of support during a crucial time period.

As a small business owner and Macinosh consultant, I completely understand the struggles of new hires, overwhelming demand and trying to make our customers happy. If this was the case, MarkSpace should have indicated via email or on their website that their response time will be somewhat delayed while they regroup. They offer no telephone support, so registered users have no other outlet by which to find out what is happening. The website offers no indication of the current support situation. For a company that doesn't offer phone support, they MUST make sure that there are other channels of communication with registered users who are experiencing difficulties. How are we supposed to know what's happening?

I appreciate Mr. Hall's being forthcoming with details, but that does not excuse nor justify their actions. If this were a $5 shareware product, I may not expect as much. Considering what they are charging, I expect standard support or at least to be informed as to why we're not getting it.

[MythoFactory]

nananananana.... ask fo a refund and buy a Palm TT, or sue Sony... you're venting your anger on the weak target.

[fireants22]

sure $30 isnt a big deal....but i picked up a copy at Sofmap in tokyo today. It cost me a friggin 5000yen which is equivalent to $42US.

Give and take i suppose....since us japs get the Clies for cheaper (exchange$wise), we get hosed on the american software jeezzz...

(BTW, anyone know how I can register my copy since I bought the cd-software version from japan?)

[volcanopele]

Originally posted by DonH
I think more fault lies with Sony. For about what an NZ90 costs you can buy a cheesy PC laptop -- didn't Sony figure a large proportion of their buyers would be Mac users? I'm amazed they haven't BOUGHT MarkSpace outright & incorporated the software into their install CD. I agree. Sony should have anticipated that a sizeable portion of their market for their ultra high-end devices purchased their product over comprably priced Pocket PCs primarily because of the customer's dis-pleasure with Microsoft in general. therefore they should have also anticipated that a good portion of their customers would be Mac owners. To not include Mac support for their devices has been a miscalculation that they continue to make.

Jason

[nevarDeath]

Originally posted by sithiporn
If we are to complain about it, then direct your madness to Sony. Who is over price in the first place. But I'm a sucker like you all who bought nr and then nx.

actually, you're a sucker if you buy a mac :D

just messin, don't really want to inflame any feelings....well no more than mine were by your statement...and that would be not very much

[eric2002]

thanks Markspace for the comments.

I guess maybe their support isn't the best at times, but at least they care..

[pfunk]

I just wanted to give my full support for Brian and Mark Space. Not long time ago, I had to reinstall my OS and I could not find my missing sync CD. I sent an email asking them to send me another copy of the program but knowing I had to leave the country next day, I thought I will deal with it when I come back. I got a mail back at 2AM that day with a link to the download site! They knew I needed this before I leave so they took care of it at 2am in the morning. I do not know any other software company that will do that. That's why I bought another copy of Misssing Sync when my father bought a Clie. I could have given my copy but I really want them to keep going. Don't forget, without this software, Clie is just a PDA for Mac users. THANK YOU BRIAN! Keep up the good work!

[gleon]

Actually, I have 3 macs and I love it, two Imac and one Ibook, I love a system taht doesn't crash, that works great and is a 100% trusty. So I don't think he is a s..., he is just smart