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Rams Software Complaint - Support and Software Policies

Review by alstratton on 2007-09-05
RAMS IS IN, TEXAS -- The product RAMS sells is approximately $900 in cost. They discontinued phone support, and claim the user needs "more experience" when trying to solve a problem. The problem was repeated on their end, but a later claim is that their is a problem in the file, not the software. However, the software lists that file type as supported.

The main issue is their software registration process. We upgraded our Server hardware and software, which meant joining the PC with RAMS3D software, to a new domain. This nullified the registration key and rendered the software unusable. Their solution costs us $75 to generate a new electronic key file. They did not accept payment via Credit card, they do not take phone calls. They want a check or Pay Pal. Most businesses do not use Pay Pal. I told them during my week long battle for a fair resolution - why should I pay them more money to "fix" this "problem" - that we needed to be running ASAP and that we had already outsourced work due to our software being broken.

I sent a check by Express Mail, it took them 2 days to collect it from their PO box, and then they tell me the key generation takes a few days.
Comments:5 Replies - Latest reply on 2007-09-07
Posted by Anonymous on 2007-09-05:
What kind of software is it?
Posted by alstratton on 2007-09-05:
The software enables you to take vector based drawings and specify cutting/carving/drilling instructions and converts it to something that a CNC router can read (G-Code). I believe they refer to it as CAMS software. We use it for simple shape cutting and hole drilling to make signage that gets large format prints applied to it.
Posted by jktshff1 on 2007-09-06:
$900.00 is relatively cheap for cam software. A program like AlphaCam, MasterCam, or EnRoute can go from @ $3,500.00 & up.
They do offer phone, & web support.
Most of the lesser cam programs don't provide service without a credit card or some other form of immediate payment, hence, the cheap price.
Posted by alstratton on 2007-09-06:
Ok it's cheap compared to others. This is totally irrelevant. We only use probably less than 10% of its functionality - drill holes and profile cut. It is problematic drilling holes. The other point I make is that we were charged $75 to get a new key that was nullified by making a network setting change on the PC. Doesn't matter what the software costs compared to others, that is just a rort.
Posted by jktshff1 on 2007-09-07:
I understand, but that is the kind of problems you run into with inexpensive cam software.

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