Running in Circles!

Over the past three months I have tried several times to contact the "Pre Sales" team. Actually, 5 phone calls, three failed attempts at contacting the sales team via the "contact us" link. Using the link, I get this message:

Hello The IAAP,

Thank you for your recent email sent to our helpdesk. Unfortunately we are not able to process your email for the reason given below. Your email has been deleted and will not be seen by our staff.

Our helpdesk only accepts new questions submitted from the web interface.

To submit a question, please visit the online helpdesk at the following address:
https://www.vbseo.com/tickets/

We apologize for any inconvenience this may have caused you.

OK, so I guess it must be some other "web interface", and yes I have tried the https://www.vbseo.com/tickets/ and no response at all! Zero, nada, zip.

As much as I would like to buy this product, the ability of the VBSEO personnel to return a call, or allow a company to contact them is pretty dismal. I don't think I'll be implementing this on our two sites anytime soon until I see a real attempt by VBSEO to show some customer support.

Hi Thomas,

All of our pre-sales questions are handled here, or via our sales@crawlability.com email account.

Our priority support ticketing system is made available only to customers with active, non-expired licenses.

I am sorry to hear that you have had a bad experience in attempting to get more information about vBSEO.

Please post your questions here. Alternatively, if your questions are of a private nature, please send me a PM and I will follow up with you ASAP.

I hope that we can be of service to you, and I look forward to having you join us as a happy vBSEO customer looking forward to search engine success in 2008.

Again, I must apologize for any inconvenience you have been caused up until this point.

Hi Joe, I had the same problem, for new customers that didn't purchased your product is really frustrating to contact you. Why don't you write this explanation on the contact page? I wanted to buy your product but I was going to abandon my hope after two email attempts. And please, you can't sent email such as "We will delete your message and nobody will read it" to potential new customers, unless you have so many customers that you don't want newer ones

Not had issues myself that I can remember, but for businesses to do well they must have a good way for potential and current customers to speak to someone.

We are working on a new support system. I believe it has created a conflict with our "Contact Us" form.

We will do our best to correct this situation asap.

these guys are great....

Post your questions on the forums...or send the people a private message.

Originally Posted by TheComputerGuy

these guys are great....

Post your questions on the forums...or send the people a private message.

Hi, I lost five minutes here only to give an advice, which you may also ignore
Perhaps you've never been in sales. Do you know how many people won't buy from you if you don't have a good contact form? Why potential customers, who are already wondering wether it'd be wise or not to spend hundreds of dollars, should also bother registering, finding the right forum and posting a support message here?
By the way, I bought the license without any more doubts since I found VBSEO staff's answers fast and professional.
Anyway good products do not always sell by themselves...

Update: We discovered a direct conflict with a new support system we were installing that was misdirecting emails sent to the "Contact Us" form. Apologies, this is being corrected.