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The very BAD support of TheBat! All my emails lost, NO HELP, even NO REPLY!, How the support treats their licensed users.
 
#1
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On 14th July I opened a support ticket:

I had a computer crash and it is now impossible to restore TB mailboxes that were registered. I have an empty list of mailboxes.

In the directory of TB on the hard disk I can see all mailboxes, but how to restore them in TB?

I am using the last pro release, with an iKey Rainbow token.


On 15th, reply:

Are you now also using encryption? That complicates things significantly. Anyway, try importing e-mails fr om a MESSAGES.EBB file via the "Tools/Import messages/From The Bat! message base v2 (.TBB)" menu. See if it successful.


I tried, no success at all, no message is imported.
My reply:

Time: 07/16/2011 01:15:46

Yes I am using encryption.

But the problem is not messages only, it is the full account list: The list appears as EMPTY, with NO email account (only one, with no name, no parameters, nothing). So I cannot import any mesages, as the account list is empty.

The email accounts files ARE on my hard disk, in the directory wh ere TheBat is supposed to find them.

So, is there, to begin, a file that gives the list of all accounts? I think THIS file is corrupted...


Then, no reply! On 18th I posted 2 update tickets:

Time: 07/18/2011 10:42:45
Please help, it is an urgent prblem !

Time: 07/18/2011 18:25:46
?????


At least on 19th I got the SAME suggestion than a few days ago:

Time: 07/19/2011 00:52:57 [ Quote ]
From: [16454] (Ina) Inna Demcenko (helpdesk staff)
Well, if the files are still on your hard drive then try the following: Create new accounts in The Bat! with exact the same names you had before that crash, then try restoring messages using Import.


And my immediate reply:

Time: 07/19/2011 02:02:04 [ Quote ]
From: [25539] (f44) Frederik Forsythe
It does not work.

Well now I would like some SERIOUS replies other than dumb suggestions!!! I paid a license (BIG error I see now as there is NO support at all) and finally I would better to have used some patches!

IS THERE A FILE IN THE MAIN REPERTORY OF TB THAT LISTS ALL ACCOUNTS USED? There should be for a serious program.

I feel that because of the "serious" program I have lost all my emails and if so, believe me I will make you great promotion! FYI I run a company that owns some very big and popular forum about software.

I really NEED to recover the mails and expect more than one reply of 10 words after 24 hours of your HARD reflexion!!!!!


It is now 48 hours after, NO reply at all!


I made the STUPID decision to first license TB, though many patches can be found everywhere, and more important, to trust this software for saving my emails. There are more than 30 accounts and emails from more than 5 years old.

The support is either completely incompetent, either does not care of clients at all, either both.

If anybody of you had the same problem with this software and could recover the mails, thank you to let me know.
 
 
 
#2
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There is a file AccOrder.CFG that lists all accounts, you could try that one.
From the time that I used OTFE myself I know that with OTFE one character of the extension changes, so I guess it's called AccOrder.EFG at your place.
__________________________________
I'm just a user of The Bat! I don't work for Ritlabs.
 
 
 
#3
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I have used support a couple of times and found them anxious to help, polite, and efficient especially considering that users pay only a one-off licence fee of 32 euros.  In fact I have had considerably better experiences with them than with support desks for SW I use professionally where the annual license is in excess of $100,000.  A few simple rules will help you get the best out of them:

a)  Describe the problem fully and clearly when you first report it.  You never mentioned that all account information had disappeared.

b)  Respond to support's suggestions for resolving the problem.  In your reply to the first response from Support, you do not tell them you have tried using Tools - Import, nor did you respond to their second suggestion.

c)  Don't tell Support how a "serious" (whatever that is supposed to mean) program should be written.  Your opinions on SW architecture contribute nothing to resolving your problem.

d)  Don't get abusive

e)  Don't use threats or implied blackmail

f)  Be patient.  You might think your problem is important, but so does everyone else who contacts Support.  They can only deal with the issues in turn but will be strongly tempted to move abusive ones to the bottom of the pile.

Finally, if all else fails, I imagine that as an IT professional who clearly finds emails so vital you would be taking backups at least twice a day: uninstall TB and remove all files and registry entries, re-install and restore the most recent backup.
 
 
 
#4
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I had a couple of issues with the initial 5.0.x versions, especially with filters after upgrading and scheduled backups.
I had exchanged emails with the support and the guy on the other end of the line was responsive and it all ended by solving both of the problems.
 
 
 
#5
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So Fred' did you get your problem sorted ?
Cheers
MS
 
 
 
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