Avoid This: Rosepoint Navigation and Coastal Explorer Review

I have found Rosepoint Nav. - Coastal Explorer - very customer oriented. I have used their software for 3 years and have found them very helpful in answering my questions.

Bud
 
I sent an email to the support alias at Rose Point yesterday asking what the status of their decision was on my upgrade request. I heard back via an email from someone, the person who runs their sales I believe (Jeff Hummel), at Rose Point this evening:

"My impression is that you feel that we have trespassed on your ownership rights, you are displeased and you have a lot of free time."

Unbelievable....
 
What friggin A-holes!!!!!
I don't even know what this software does & I don't want anything to do with them!
 
Four Suns said:
I sent an email to the support alias at Rose Point yesterday asking what the status of their decision was on my upgrade request. I heard back via an email from someone, the person who runs their sales I believe (Jeff Hummel), at Rose Point this evening:

"My impression is that you feel that we have trespassed on your ownership rights, you are displeased and you have a lot of free time."

Unbelievable....
Click to expand...

WOW, just WOW!!!
 
Very little in life renders me speechless...but, the reaction from those guys is unbelieveable.

Apparently, their sales are so good that they can afford to piss off everyone on a boating forum with 13,000 or so members. Can they actually be that stupid or care so little about their reputation?

Might as well tell your story on three of four other forums. It seems they need the advertising.

OK, well, maybe I wasn't speechless, but, my mouth did hang open for awhile.
 
See what happens when you put a PC in your boat. Should have gone with the ipad.
 
Apparently, the folks at Rose Point have read this thread and are pissed that their customer non-service issues have been exposed. Rather than manning up, apologizing, and making the situation right, they will continue with their misguided approach to customer service by presuming that all of their customers are thieves.

I'm amazed RosePoint is still in business.
 
WTF? They KNEW you'd post their handling of the situation, and THAT was the response?!

I didn't see that one coming. That's a new level of dumb.
 
To be fair... after the initial insult, his email continued on with this:

"In order to create the best possible user experience we decided not to incorporate the type of copy protection that our competitors are using. We did this to be certain that none of our customers have licensing issues; which we see as a major inconvenience. Unfortunately some of our customers have taken advantage of this situation and freely shared Coastal Explorer with their friends. So imagine our surprise when we discovered somebody else had already upgraded your product ID."

I really appreciate the "So imagine our surprise..." part.

There was a cliffhanger at the end of his mail. After insulting me, then explaining why he insulted me, he then proceeds to say they found they issued duplicate keys back when I bought the software and offered me a free new copy. No apology... just insults and then a free copy offer.

I wasn't looking for "free." I don't need free software. I just expected to be treated like I didn't "freely share" their software with other people and be treated the same as every other person that bought their product. Unless someone has been in a drawer in my closet, no one other than me has even seen this license key.

My suggestion to them would be that if they have some people "sharing" their software with friends (i.e. stealing) and it is weighing on their culture so much that they raise suspicion of stealing on legitimate customers, they may want to call Macrovision and put in a real license key schema.
 
mistercomputerman said:
Very little in life renders me speechless...but, the reaction from those guys is unbelieveable.

Apparently, their sales are so good that they can afford to piss off everyone on a boating forum with 13,000 or so members.
Click to expand...
Actually 22,000+ members. Gary, Can you post the full E-mail response?
 
I am flabbergasted at your experience. Flabbergasted...
 
IOW, "we didn't want to pay the expense of protecting our software so Marge in the back room keeps track of the discs we send out on a notepad".
 
Bridog said:
Actually 22,000+ members. Gary, Can you post the full E-mail response?
Click to expand...

Here's the full response. The embedded insults are unbelievable... Take out the insults along with why they assume everyone is stealing and the email would have been fine. Better yet, one paragraph with a simple apology would have worked but instead the company decides to take an attitude of "How dare you tell others about what happened here."

Gary

I just became aware of the issues regarding your relationship with Rose Point from a link that someone sent to me.

http://clubsearay.com/showthread.ph...epoint-Navigation-and-Coastal-Explorer-Review

My impression is that you feel that we have trespassed on your ownership rights, you are displeased and you have a lot of free time.

Nearly every employee at Rose Point owns a cruising boat; even the ones who do not own a boat are active boaters. As boaters we tend to have a fairly realistic understanding of boating issues. In order to create the best possible user experience we decided not to incorporate the type of copy protection that our competitors are using. We did this to be certain that none of our customers have licensing issues; which we see as a major inconvenience. Unfortunately some of our customers have taken advantage of this situation and freely shared Coastal Explorer with their friends. So imagine our surprise when we discovered somebody else had already upgraded your product ID. Naturally we had to learn the true nature of the situation before moving forward. I understand that you did provide some assistance and information; however the person that you were working with had not encountered a situation like this and was proceeding with caution while continuing to investigate.

You mentioned that Coastal Explorer was purchased directly and understandably expected Rose Point to have records of your purchase. However your purchase was through PayPal, these orders were aggregated and not individually recorded, we now pre-register these types of orders.

Our research leads us to the conclusion that six years ago there was a manufacturing error that resulted in duplication of your product ID, of this we were not previously aware. If you can send us your current shipping address, we will be sending you an overnight package that includes a new copy of Coastal Explorer with a new and different product ID, gratis.

Thanks,

Jeff Hummel
Rose Point Navigation Systems
 
"......you have a lot of free time."

The fact that you had enough free time to write a very favorable review and recommendation of their software seems to have been lost on them.
 
That's because they didn't take the time to find out to whom they were talking to.
 
Clearly not a lot of business savvy over at Rosepoint, no wonder I've never heard of them until now.

First they wait until you go out of your way to contact them - days after your initial issue - to find out the status of your situation before they decide to get back to you in any way .. then instead of calling you personally, Mr. Hummel takes the lazy road and emails you, letting all his personal frustrations and embarrassment turn into an incredibly innapropriate defensive rant and personal attack on a customer. He never would have had the balls to say that over the phone if he bothered to pick it up...

Rosepoint is clearly a hobby business for these folks and not something anyone is truly focusing on as a real enterprise - potential customers should be aware of that before choosing to invest their $ in it.
 
Here's the emails I sent to them over the past week after talking to them on the phone (they are in reverse time order and my personal info is X'd out). I really don't think the tone of these emails should have upset anyone.. Unless the "cheap plastic" comment pushed them over the edge.


________
Any decision yet on if Rose Point is going to support/honor the key I purchased for Coastal Explorer?

Gary
--




From: Gary <XXXXXXX> <XXXXXXX@XXXXXX.com>
Date: Wed, 03 Aug 2011 18:31:31 -0400
To: <support@rosepointnav.com>
Subject: Re: Gary XXXXXXProduct Key Picture

I went back through an old laptop and found the receipt and couple of communications with a person named Christine at Rosepoint. I paid with Paypal. See attached documents

Gary

--

From: Gary XXXXXXX <XXXXXXX@XXXXXXXX.com>
Date: Wed, 03 Aug 2011 12:40:06 -0400
To: <support@rosepointnav.com>
Subject: Gary XXXXXXX Product Key Picture

Hello,

I just talked to you about my product key that appears to be registered in someone else's name. See attached picture. I bought this product direct from you a few years back… took awhile to get if I recall…

Anyway, I'm upgrading my bridge PC and was going to reinstall it but one of the CD's is cracked (I think you all used cheap plastic). I would like to upgrade it though.

Let me know how to proceed.

Gary
 
I'm going to play devil's advocate just for arguments sake...

Gary I understand you were upset after the initial phone and email exchange, but at that time Rosepoint did not give you a final answer until now regarding your issue. Despite not having a final answer, you posted at clubsearay to "Avoid this" Rosepoint software because of their lousy CS and crappy software registration methods. My guess is that their disgusted ie "too much free time" comment because you didn't give them adequate time to resolve the issue. It may have been a better to save the post if they denied the upgrade after getting back to you, not before. Again, just playing devil's advocate ....

Doug
 
douglee25 said:
I'm going to play devil's advocate just for arguments sake...

Gary I understand you were upset after the initial phone and email exchange, but at that time Rosepoint did not give you a final answer until now regarding your issue. Despite not having a final answer, you posted at clubsearay to "Avoid this" Rosepoint software because of their lousy CS and crappy software registration methods. My guess is that their disgusted ie "too much free time" comment because you didn't give them adequate time to resolve the issue. It may have been a better to save the post if they denied the upgrade after getting back to you, not before. Again, just playing devil's advocate ....

Doug
Click to expand...

I can see why the Rosepoint folks may have been a little ticked at Gary - but welcome to being in business. You don't insult your customer, even if the customer is 100% in the wrong. Especially if you KNOW the person is going to post their experience to 22,000 of your potential customers?!???? Mind boggling.

I wonder if he has "Poor decision making" and "Incredible lack of self control" on his resume ..
 
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