Poor technical support
(I am Alex 302, registered on their forum.)
Poor technical support, no responses for some technical questions in emails, questions on the forum may be removed without any answer(for example, my suggestion about automatic bug reports, like in many other apps, btw without license you cannot register on the forum. Nonsense!). It is hard to get consultation before buying(I had some problems with demo version, and they did not give a clear answer about random disconnects).
Sharemouse works with license the most of time, but they do not want to help if you have a bug(problem, which is not covered by FAQ, which is more or less informative).
4/5 - app in general;
2/5 - price for the app with support like that;
2/5 - support;
-5/5 - refund policy;
0/5 - silent disconnects in demo(you can test 20-30 minutes). User cannot understand what happened - network/hardware issues or something else. Add nag screen or another notification. I bought a license and was not sure that the program would work as expected.
Too expensive for the app without technical support(especially if it is not used to make money). I talked with the developers of various paid programs. They even gave licenses for detecting problems and providing reqested information, without my request.
I finished.
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UPD 15.08.21
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1. But why not to make beta forum public? Even on github - user can ask technical question, you can read and answer and close it, but anyone can read closed issue, and do not ask the same question many times, or can add new info to existing issue(not all users are noobs, and are able to detect patterns of some problems);
no one want to pay for access to beta testing forum(where he will be ignored:) );
2. My last questions - without replies. Ok, maybe support is not so bad, but ignoring is not good and not user friendly;
4. > but issues a trial expiration notification
I did not see that notification. I saw notification when used DEMO options only(drag&drop or switching prevention).
5. This is why I suggested to add automatic bug reports. Many apps uses it. User just need to enable it and reproduce an issue(crash).
> Inspecting, analyzing and troubleshooting individual user’s computer and networking setups easily can take hours of a senior IT specialist and we regret to say that this is not feasible.
You didn't even try to ask about the details.
> Everybody can test ShareMouse free and without any feature limitation BEFORE making a purchase.
As I wrote above - I did it. Apparently there is some problem with displaying the message about the demo version by timeout. Or it doesn't work after waking up the system.
Ok, changed feedback to 4 stars, for answer, but..
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UPD 06.09.21
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Tried to report two different bugs with collected logs, but they just removed my account from the forum. Every few days I need to restart Sharemouse on both devices. This is tired. Users are involuntary beta testers.
Bugs:
- crash on Macos big Sur(at least 2 times per month);
- program hang on Windows side(every week);
- sometimes clients do not see each other after wake up(every few days. I need to relaunch client on Windows side).
12 sierpnia 2021
Opinia niezależna
