A few words about GenieSoft and Micromat…

I’ve had a couple of reasons to correspond with two software companies I’ve never bought from before, i.e., Micromat and GenieSoft. I wrote Micromat about the kernel panic problems I’ve been having with Drive 10 right at the end of an optimization of my 160MB hard drive. Their technical support folks responded in about a day with some helpful hints for troubleshooting the problem. True, I had already done everything they suggested, but the conversational tone of the note was really nice and the response fast. They think the problem is the drive. I think the problem could be the drive but is more likely the combination of this drive and my MDD Power Mac. Frankly, the optimization seems to be completing, I have not found disk errors on the drive after it has crashed during that process, and I’m not having kernel panics during normal operations. I'm not going to spend a lot of time chasing it. Why do I not think it is Drive 10? Because Norton Speed Disk also crashes on that drive, and it doesn’t get but halfway through the optimization when it does.

My wife and I stopped by Micro Center yesterday and picked up a copy of GenieSoft’s ScoreWriter 2. When I tried to install it on her iMac, I discovered that the CD inside the box held an upgrade to patch Score Writer 2.0 to ScoreWriter 2.5 but no ScoreWriter 2. From where I live, it’s a one hour drive back to the store one way and under moderate to light traffic; and not knowing whether I’d find the same problem if I went back to the store and swapped it, I contacted GenieSoft via e-mail and explained the problem. They answered me back in a couple of hours, stating that if I would fax or e-mail them a copy of my receipt, they would send me a copy of ScoreWriter 2 at no charge. Well, I did and they did. Not only did the package leave the next day (today) but they shipped it UPS 2 Day Air! This was for a $35 product!

I only have five words for both companies: “Now, THAT’S customer service!”