(No Longer) Irritated with SmartBear Software

(For the happy ending to this rant, see the next day’s post…)

SmartBear Software has a product called AQtime Pro, which is a profiler capable of profiling software at the source code line level. If you’re not a programmer, that won’t mean anything, but if you write code, you know that from time to time you’ll have a bottleneck somewhere in a complex program which you cannot track down. This is where AQtime comes in. It lets you see exactly how many times each line of code is executing, and how much time is spend on each line and routine. It is hands-down the best tool for doing this sort of detective work.

I’ve used it a couple of dozen times in the years I’ve had it, and on each of those times it has saved my bacon, quickly identifying exactly what code is causing my program to slow to a crawl.

About two weeks ago I had just that kind of a problem that needed sorting out, so I fired up my old copy of AQtime 3.16. After some struggling, I discovered that it won’t profile software written in Delphi XE. This is not at all unreasonable – that version came out in 2005 or so, and there’s no reason to expect that it could cope with the output of the very latest Delphi compiler. (Delphi XE comes with a limited version of AQtime that doesn’t profile to the line level, so it wouldn’t do what I needed). No problem, I figured, I’ll just upgrade. It is, after all, a good tool to have available.

So on 7/28/2011 I went to the SmartBear website, and logged in. Their system still had me in their records, showing that the last version I had a license to is 3.16. All well and good. I clicked the link for upgrade pricing…

… and instead of an upgrade price list it takes me to a web form that I have to fill out. Really SmartBear? You can’t just tell me on the website what my cost will be to upgrade? I buy a lot of programming tool updates online and none of those companies make me fill out a web form to get a price list!

Well, I needed the software, so I filled out the form. That was a Thursday night. The following Monday afternoon, 8/01/2011, I got a call from a salesman. I explained that my version was long out of date, and I had an immediate need for the software, and I wanted to know what an upgrade would cost me. He understood, and said he’d email me the price. What? Huh? You can’t just tell me the price over the phone?

Fine. Whatever. I put SmartBear in my spam blocker white-list so the email wouldn’t get lost, and waited. And waited. And waited.

Here we are almost a week later, and that promised email never showed up. I’ve filled out the web form again today, but only out of idle curiosity. You see, I don’t need AQtime any more for this problem. The bottleneck had to be fixed, so I muddled through the hard way and figured out the problem on my own. I’d have preferred to have a shiny new copy of AQtime to help me narrow it down in minutes instead of hours, of course. But I didn’t have the luxury of waiting around for a whole work week for SmartBear to get back to me. Oh well.

I’ve got some questions for them:

  1. Why wouldn’t your website simply show me my upgrade price?
  2. Why couldn’t the salesman simply tell me the price over the phone?
  3. Why have I not received an email with the price almost a week later?
  4. Do you no longer want my business?

SmartBear Software, you had a motivated customer, representing repeat business, who had an immediate need for your product and who was ready to buy. Too bad you dropped the ball.

1 Response

  1. Eric:
    Thank you for pointing out the problems you’ve recently experienced when trying to purchase an upgrade license of AQtime. Regretfully, you hit a snag in our follow-up process which definitely should not have happened – we are addressing this issue right away. We are terribly sorry you had to muddle through the bottleneck on your own. Please accept our most sincere apologies for the irritation it caused you and know that our Director of Sales will personally be in touch with you shortly.
    SmartBear AQtime team

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