Hi all,
First, before writing this email, I want to say to the readers and to Octeth team that I have been very patient and trying to do my best to be understanding and nice. But today, I feel more than frustrated.
In a few days, I will need to pay to renew my upgrade and support licence, and I have thousand of doubts about this renewal. Honestly I am not ready anymore to pay for OEM.
We have two dedicated servers, we are using sendgrid.com as smtp gateway, we can't say we are experts in email marketing but we are not beginners. We use now OEM for two years and still now we can really resell this product. Why ?
Not because we don't believe in Octeth's team. Cem and his team are doing well. But when the time comes to have troubles, then we are really in troubles.
It's not a question of money. I have been (sorry guys) asking to CEM to make us pay a fee for quality support. But nothing is ready about this.

Why today I am angry and frustrated ?

- Because for two years on, I have been waiting for a king of documentation or user guide or user manual. I even offered my services to do it. But nothing came in two years. We have a kind of wiki with tons of 404 pages with nothing really technical.
Those last 48 hours, we lost two days of work because we were trying to understand why some emails were not sent. We had to analyse logs, database, made thousand of tests to finally understand the process. This could have been explained in a user manual.... but no
- Support. When we are facing a small bug or a quick question, I don't mind to wait a few hours or a few days to get help from Octeth. Again I know Cem and his team do their best and it's not easy. But when we are facing a critical bug, we should have help quickly. And that's a dream with Octeth.
Right now, since we upgrade to latest version, we are facing a crazy bug. If a customer of us send a campaign based on a previous campaign, all the email (sender, content, ...) will arrive white (so whitout content). We opened a ticket two days ago about this. We are friday evening and I won't probably answer before Monday or later on. So during 5 days, I may have customers sending white campaings.... And there is nothing I can't do about this.

- Upgrade. Every upgrade we did leaded to a serie of new bugs.

If at last, we had some documentation and a great support, we could accept bugs. Bugs happen. I do sell internet services. And my services are not perfect. Far to be perfect. We have many bugs. But our customers have user manuals, support by phone, email or chat.

Today after two years supporting Octeth's team, I am willing to pay the triple I paid to them to move to active campaign or such product to finally have something stable.
For sure OEM is cheapper that his competitors but now I don't count anymore the hours I spent listing bugs, asking my developpers to fix troubles and search.

I am very disappointed because I put faith a lot in this people and this team. I really think OEM is a great product and with a lot of features. We could use it for us without troubles. And It works pretty fine for us. But there is no way we can resell it in those conditions.

Is there anything that could keep me dropping away OEM ? Are you sharing the same feeling ? I know some guys here reselling OEM to customers. How do you manage with all the bugs and the lack of support of OEM ?

Sorry about this negative mail but I can't allow this anymore...


Greg

PS : Cem. You know I've been supporting you guys so far. But the lack of documentation, manuel and support makes your product a bit useless. I see OEM as a mercedez benz. Lot of features, working basically fine.... But you guys forgot to provide the key and the gazoline to make it work.