We've been in business since 2001 and since then have certainly accumulated some complaints from customers. While we regret those, we definitely learned from each experience and improved our service. That is clear from our BBB report cited by this customer. We've only had a single complaint in the last year and it was resolved amicably. With that said, this customer had 30 days to test out the software and ask for a refund if he was unhappy with it for any reason. This customer didn't ask for a refund within that time period.
Our tech support people don't talk down to our customers. Sometimes, when you converse by e-mail and live chat as we do, things can come off the wrong way. We're sorry if we came off as talking down to this customer, that was definitely not our intent.
We do send customers to our documentation when we think it's helpful and relevant. I'm sorry if this customer didn't find it helpful, but most of our customers find specific articles very helpful. For anyone who wants to see our webJobs documentation and judge for themselves on its clarity is welcome to. It's located at http://help.webscribble.com/display/webjobs/Help .
We provide customers several themes to choose from. It's up to everyone to decide if they like these looks or not (you can see them at http://www.webscribble.com/products/webjobs/themes). In fact, we offer over 10 themes that vary in look and color scheme. These were all available for the customer to view in advance of purchase. The insinuation the we purposely provide templates that are "basic looking" doesn't really make sense. If we provided unattractive templates people wouldn't want to buy from us and we'd lose sales, so in fact we have the opposite incentive. Furthermore, this customer knew what he was getting for a template prior to purchase and within the 30 day money back guarantee window, and this is the first I'm hearing of his unhappiness with how our templates look.
We tell our customers we make it as easy as possible to modify the templates. With that said, they are HTML templates, so if you want to change them you need to know HTML. In fact, we list HTML knowledge on our requirements page (http://www.webscribble.com/products/webjobs/requirements.shtml).
With regards to the quote, that's not really accurate. We were hired to make several changes, one of which was the template modification. We charge for our time and spent at least an hour talking to the customer on the phone to walk him through how to use parts of the software. Furthermore, we gave this quote to him up front. He didn't have to hire us to do these changes, but he agreed to. If someone else could have done it in an hour as he claims, I'm not sure why he hired us to make the changes.
Again, this is really personal preference. The orange/green template is just one of the several templates we offer standard with the software. This was all available for preview to the customer prior to purchase. He also had 30 days to get his money back if he changed his mind, which he chose not to exercise.
We're not perfect. We learned from every negative customer experience we've had and we've definitely learned from this one. We've had thousands of customers over the years and the ones that are unhappy are a fraction of that number. The customer cited the BBB report on our company, and if you look carefully at it we've only had a single complaint in an entire year. That complaint was amicably resolved. We realize our software is not perfect for everyone, that's exactly why we offer a 30 day money back guarantee. We want customers to be happy with the software they purchase and get sufficient time to try it out. We think a month is more than enough to do this and almost all of our customers agree.