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Lunch » Tags » Software » Reviews » Documents to Go: Premium Edition V8.0 » User review

Okay product marred by incredibly unfriendly support

  • Mar 16, 2006
  • by
Dataviz has been around for a long time. From time-to-time I've used some of their products, always abandoning them because they were buggy and competitors would introduce more stable alternatives.

Documents To Go Premium 8, an upgrade from the version included with some Palm devices, is pretty good. It's only crashed a few times so far. Supposedly capable of handling Word, Excel, PowerPoint, PDF and TXT documents, I've had little success with PDF. Of course that same complaint also applies to using Adobe's Acrobat Reader for Palm. Four hundred page plus TXT documents have been accomodated well, as have much shorter Word and Excel documents.

So, overall, Documents To Go Premium appears to be more stable and capable than your typical Dataviz application.

One thing hasn't changed: Dataviz' attitude toward its customers. Never good in my experience, Dataviz is now apparently openly hostile to its customers, making it clear that they don't want to be bothered. Telephone support for any issue is available at $19.99 per call. The company basically tells you to use their web support. The would be a usable solution if their web support site were well-implemented. It is not.

Dataviz provides no way to search all the problems related to a specific product. This is speculation on my part, but I suspect the reason may be because of the great number of bugs inherent to most Dataviz products. Dataviz suggests using a specific error message, error number or file and component name. This, of course, renders support useless when you have a general question that is not covered in the scanty Frequently Asked Questions section. (For amusement, I entered the word "problem" as a search term for Documents To Go Premium 8 support and the search engine returned 724 hits. Not very encouraging.)

Dataviz makes reaching the company by e-mail incredibly difficult. You have to wade through several screens to get to a point where you can initiate an e-mail. They don't publish support addresses. You are forced to once again use their braindead search engine and then have to supply a number of system parameter for even the simplest question that may not require such information.

I've rarely seen such a hostile attitude toward the customer. I'll be looking for more user friendly vendors of products that perform the similar functions. Dataviz just isn't worth the hassle of dealing with - - - the only time they exhibit a friendly face to the user is when they want their money.


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About the reviewer
Jerry Saperstein ()
Ranked #194
I am an e-discovery strategist, computer forensics specialist and testifying expert witness - and an avid reader.      Aside from technology books, I love thrillers, suspense, mystery, … more
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