You just lost a paying customer...

You just lost a paying customer...

Postby joshuaperry » Thu Sep 01, 2011 5:00 pm

I have had my employers buying your SQL Toolbelt package along with timely upgrades for years now. I have also used Reflector for several years, though I have never been prompted to upgrade. I lost my Reflector install after a system crash and decided to start fresh rather than restore everything from backup. Imagine my surpise when I came to download Reflector again and I find out everything that has happened in the past year or so.

The funny thing is I would have gladly paid for Reflector, even at twice the cost, however, you have completely lost my trust. If you would do these things with Reflector, what is to stop you from doing the same things with the SQL Toolbelt? If you don't understand my concerns, you really don't understand your customers and you are doomed to fail.

I was about to recommend to my newest employer a purchase of several copies of the SQL Toolbelt, but now I can't do that. I would be risking my reputation of reliability if I made that recommendation. While the Idera tools are not as wonderful as the SQL Toolbelt, Idera has never acted with such disregard for their customers. I will also likely switch to Telerik's JustDecompile since they have always honored their licensing agreements, even though the product may not be as good.

I don't think you yet understand the full impact of your actions. I originally chose RedGate products at the recommendation of Steve Jones, and your hiring of him increased my satisfaction with your company. You appeared to really care about customers by keeping SqlServerCentral what it was and supporting the community your users had built. This latest action with Reflector has done the exact opposite. I have lost all trust I ever had in your organization.

Customer trust is a fragile thing. Maybe someday you'll earn my trust again, but you're going to have to work really hard to do so. You should think long and hard about future decisions and how they will impact your user community. Take a huge lesson frm Microsoft and Apple - keeping the user community happy is what sells software licenses. You just made the biggest mistake you could ever make.
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