
I bought what I thought would be really cool software to allow me to connect my new LG PM225 cell phone to my computer and transfer phone numbers back and forth plus download pictures from the built-in camera.
There are all kinds of cables available, and I ended up buying two of them from 3G Cables. No problem there. They arrived quickly and for a good price.
For software, there was BitPim. It's open source, but it looked like it didn't yet support the LG PM225. Plus, I'd have to download and install LibUSB-Win or something to make it work with a USB device under Windows. Hmmmm.
I'd seen DataPilot mentioned, so I headed to Susteen's website to check it out. They advertised that it would do everything I wanted (but didn't yet support some of the more flashy stuff), so I ordered it. At $34.99 (plus $8.95 to mail a CD? be serious!) it certainly cost more than BitPim, but I figured a commercial program would be easier to install and better supported.
Boy was I wrong.
When the software arrived, I read the directions that said it should be installed before the cable or phone was connected. Okay good - I'm glad I waited. I popped the CD in and it started up an installer program. I looked through the online manual, then clicked "Install". After some disk whirring, it prompted me to accept a license agreement, and then to enter the serial number. So I type in the number that's printed on the label on the front of the jewel case insert.
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Well, hmmmmph! I must've made a typo. So I typed it again, carefully. Same thing, it says it's an invalid serial number. I try an "I" instead of a "1". I try all lower case instead of upper case. I enter it over and over again, and nothing works. So I visit Susteen's Support Site and look for an answer. I found suggestions to reboot, to make sure there was only one copy of the installer running, to clean out the \winnt\temp directory, to clean out the \winnt\installer directory... I tried all those things, and nothing helped. So I went back to the website and created a support ticket (2380-1849322), just like they said. I described the problem as well as I could. In response, I got a canned message via email with some "You must be stupid, let me tell you how a computer works" kind of help, including the stuff they'd suggested that I'd already tried. I captured the screen shot above, then went back to their website and submitted that, saying their canned messages hadn't helped, and I'd tried everything they had told me to do, with no luck.
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Six days later, they responded with "It's been a few days since I left a message and I have not heard from you, please feel free to re-open the ticket if you still need assistance." and they marked the ticket as closed and RESOLVED. I was livid.
I reopened the ticket and responded: "It's been a few days since I've heard from *YOU* after I submitted the screen shot showing the invalid serial number error message. This problem is still outstanding. I have been unable to install this software. I need to hear some type of actual solution from you guys soon or I will be requesting a refund. I've purchased and installed many types of software in the past and have never had this many problems right from the beginning. This is ridiculous."
24 hours later, the ticket hadn't been touched, so I tried to call them. Their main number (949-341-0007) said if I had technical questions, hang up and call 949-789-8200 for technical help. So I did. Over and over again, with the same results each time - a busy signal. So I decided I was just going to return the piece of crap and try BitPim. On the website, I found a place that talked about returns, so I went there. In order to generate an RMA number, they want my order number (which I have) and an authorization number (which I don't have). So I just decide their website is a complete waste of time, and I call their main number to ask for an RMA number. After entering the pushbuttons for customer service, it rings, and... guess what? I got somebody's voicemail. While wondering if any real humans actually work there, I leave a message saying I was unable to install the software, I couldn't get help from their technical support, and I needed an RMA number. I left my phone number. I wonder if they'll call me back.
I'll try calling them again tomorrow. Susteen says they'll give a refund within 30 days, but will not refund shipping charges. If I'm not able to get hold of a real person tomorrow, I'll call the credit card company and have them reverse the charge. That will include the shipping charge.
I sure wish I'd read the reviews at Amazon before I bought this.