I bought a giant Seagate hard drive to back things up. It came with some backup software called Memeo. Hooray, I’d like to back things up, and here is some software on a free trial. Sure, let’s try it.
Memeo had one fatal flaw. It was unusable. In order to choose what folders you wanted backed up, it was a drag and drop interface. Well, it was a drop interface. No idea from where I was supposed to drag, and I couldn’t just browse and add folders like most backup software. I tried dragging from Windows Explorer. It gave me a NO sign, like no U-turn. Fail.
I contacted customer support, and asked how I can add folders to back up if this is not working. Their response? Uninstall and reinstall. I decided to take half of their advice. I uninstalled. I’ll find some other software that works, and gives me usable, logical ways to add folders.
After uninstalling, you’re pushed to a web page that offers you $10 off on any Memeo product, and asks why you uninstalled. A few things I’d like to say about that.
- I’m not taking the time to reinstall, period, and not for $10. If drag and drop didn’t work on a fresh install, why should I think it will work on the same version re-installed?
- None of the choices on the “why did you uninstall” was that it didn’t work correctly. I had to choose “other.” Do you really think your product never fails?
- $10? I’m worth $10?
I think this is a customer retention failure. How would you retain a customer if you got the chance to save the relationship? To me, step one is better customer service. How about if a customer having trouble never THOUGHT of uninstalling because your support were so helpful.