Okay folks you decide. Below is the entire email thread that he is complaining about.
Mr. Jumppanen:
Insults aside, my e-mail to you detailed a valid complaint. The only way I discovered that you had upgraded your product was when Windows 7 rebooted and my Harbal and several other icons disappeared. I determined that the programs were intact and just the icons had, for some reason, been deleted. In my search for a correction of that problem and perhaps finding an appropriate icon, I found your upgrade by Googling your business. The implication that somehow I am accusing YOU and your compatriot Earle of reaching out through the Ethernet and stealing my icons betrays either an inability to comprehend written English or a state of advanced paranoia. For your sake I hope it is the former. Read my initial e-mail. If you still think I am crazy…then so be it. Were you aware that your website requires customers to install a CAPTCHA module on their computers in order to reach your support? The only way I found your e-mail was on the Cakewalk forum. I have a policy about using junkware on studio computers and we use the virtual Windows installations on the RAIN systems on the rare occasion that one of these computers needs to get on line. Are you aware that there are lots of people on the forums that have never heard of the upgrade, even though their original e-mails had not changed? Lastly, were you aware that I sent Earle my current e-mail? Obviously you both have it as we are “communicating”. All of this is irrelevant to me. I have no interest in doing business with you, Earle or whoever buys your company when you go belly up. I have spent too much time on this silly adventure as it is and it is simply not worth it. Paul McTamaneySent from my Studio Computer
From: Paavo Jumppanen
Sent: Monday, January 23, 2012 5:10 AM
To: Paul McTamaney
Subject: Re: No upgrade message Paul,
You are way out way out of line and totally incoherent. You really have no grounds for abusing us and you will readily find that most of our customer base would feel your attack entirely unjustified. You are very much in the minority here, so no, we won't need good luck. Our customers are very happy.
You, for some reason that only you know, have chosen to lash out for what appears to be entirely petty reasons.
For the record, we did notify you of the upgrade on the email address we had for you which is
j.p.mct@comcast.net. If that address is dead or non existent it is hardly our fault you did not receive notification. Similarly, we have made it perfectly clear on the web site and the forum that those who did not receive upgrade notification could contact us through the normal channels and we would happily make it available.
From what I've read of your email, you seem to be implying that the disappearance of your HB2.3 is some sort of marketing conspiracy by us! All I can say is "totally bizarre". Why would we bother even if we could.
In any normal capacity both Earle and I would be perfectly happy to make the upgrade notice available to you, however, this is by your making, anything but normal. In the absence of an apology, we will not feel any compulsion to make anything available to you now or into the future.
The arrogance of response is entirely from you, not Earle or I.
Good day,
Paavo Jumppanen.
On 23/01/2012 12:09 PM, Paul McTamaney wrote: Well, Mr. Holder, it would appear that the CEO himself has refused my upgrade. Fine. REALLY nice customer service. I guess that’s why it has taken years to bring this new upgrade to the market. I gather that I will not hear back from you again after that arrogant response. Good luck, sir, you will need it. “Cheers” mate, Paul McTamaneySent from my Studio Computer
From:
Earle Holder On Behalf Of Har-Bal Support
Sent: Sunday, January 22, 2012 7:14 PM
To: Paul McTamaney
Cc: Paavo Jumppanen
Subject: Re: No upgrade message
Calm down Paul Its really easy getting in touch with us. First of all, we successfully contacted thousands of Har-Bal users notifying them of the upgrade. Quite a few folks had changed their email addresses or had spam arrest blockers on their email accounts. We have nothing to do with your icon disappearing from your desktop. Additionally we have never had a problem with our communication skills and I totally resent your comment. If you want to move on to Voxengo, please do so. Its a great program as well. All you had to do was write us and ask for the upgrade. The personal attacks are not necessary.
Cheers
Earle
On Sun, Jan 22, 2012 at 7:00 PM, Paul McTamaney wrote:
Sirs: I am a long term Har-bal user. I was searching for a new Har-Bal icon when my version (2.3, revision 1) icon suddenly disappeared with a Windows upgrade (the program still opens). I was surprised to find a new Version 3 available through a Google link. I was further surprised when the purchase page indicated that current users would receive an e-mail notifying them of upgrade information. Needless to say, I never got an e-mail from you. In order to contact you, I am also expected to download some kind of crapware to my computer regarding a “captcha”. A “Captcha” download is not going to happen on my studio computer system, even if it did come with an install routine and directions in the King’s English, which it does not. I have been impressed with your business in the past and still use your product. I am not impressed with your communication skills. I would appreciate receiving upgrade information. My information may be under my former e-mail address:
j.p.mct@comcast.net . This is no longer an active e-mail. The address on this e-mail will ensure that you can contact me. You don’t even have to install Captcha! Here’s hoping we can work this out. I have been using Har-Bal for years to make final pre-mastering EQ adjustments. I guess I can move on to Voxengo’s GlissEQ if there is a problem, but I would like to use software that I am familiar with. Thanks, (James) Paul McTamaneySent from my Studio Computer
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For the record we sent out thousands of upgrade requests and as I stated earlier quite a few were returned simply because of changed email addresses, spam blockers and spam arresters. We have had a large number of users who have contacted us and we have immediately sent them the upgrade instructions.
For the other poster, you may be quite surpised to know that the majority of my business is not rap as you stated. We have three studios located in Atlanta that are doing extremely well. We specialize in all styles of music and really do appreciate the diversity.
Earle Holder
Har-Bal Support