Where is Priority Support and Maintenance???

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JVH
Posts: 8
Joined: Thu Mar 12, 2020 5:22 pm
Location: Kansas City, Kansas USA

Where is Priority Support and Maintenance???

Post by JVH » Wed Mar 25, 2020 7:56 pm

I recently purchased BI5 for my company.
After setting it up I realized that I might need some phone support to get it all setup right.
So a week ago I purchase Priority Support with phone support.
The info sent to me contained no phone number or instructions.
I figured out to put license that came in the email into the support section of the software.

I have since sent to emails to
Priority@blueirissoftware.com
and
support@blueirissoftware.com

I have received no reply at all.

Did I just throw money down a hole?
Last edited by JVH on Wed Mar 25, 2020 8:37 pm, edited 1 time in total.

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terk
Posts: 39
Joined: Tue Jun 18, 2019 2:36 pm

Re: Where is Priority Support and Maintenance???

Post by terk » Wed Mar 25, 2020 8:17 pm

The Blue Iris software is great especially paired with SmartSentry.ai however I don't have any experience with their priority support. I know it's a very small operation with the developer and at least one other person and regular support takes a while. You should be able to get a good feel for its capabilities and how to set it up by looking at "HomeTech Video" videos on youtube.

JVH
Posts: 8
Joined: Thu Mar 12, 2020 5:22 pm
Location: Kansas City, Kansas USA

Re: Where is Priority Support and Maintenance???

Post by JVH » Fri Mar 27, 2020 7:43 pm

Thank you for your reply.
However If I wanted to use youtube videos, which are for V4 not V5, I would not have paid money for priority support.

I looked up the address that was in the invoice I paid and found it to be a mailbox in a UPS store.
As of this date none of my emails have been replied to.
I even looked up the guys name: Kenneth Allan Pletzer in the tracking software I use to research questionable credit card purchases for my company and left a voicemail on the cell number I found. I will not post it here as I am not even sure he is the right person.

I really like the BI5 software, but this lack of support is really starting to piss me off.
Having said that I have gotten good support on this forum from other users.

John
Last edited by JVH on Fri Mar 27, 2020 7:54 pm, edited 1 time in total.

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Thixotropic
Posts: 281
Joined: Wed Sep 04, 2019 7:20 pm

Re: Where is Priority Support and Maintenance???

Post by Thixotropic » Fri Mar 27, 2020 7:54 pm

It's odd that you haven't received any reply at all; I'm still within my 1-year of support after purchase and I get an auto-reply within an hour or less. I usually get a full response within 48 hours.

I wonder- is there any chance that the reply is stuck in your spam or junk mail folder? Did you copy the info from the settings screen into your email before you sent it?
Blue Iris 5.x x64 | Windows 10 Pro x64 | 16GB RAM | i7-7700 3.6 GHz | 1TB HDD | 2TB RAID NAS | Ngrok Tunneling

HeneryH
Posts: 269
Joined: Thu Jul 18, 2019 2:50 pm

Re: Where is Priority Support and Maintenance???

Post by HeneryH » Sat Mar 28, 2020 1:25 am

Their support is generally not that great. You might have better luck with users here.

When writing to them, you should use the Contact Support link in the app to initiate the email as it routes priority emails differently than regular emails. It also pushed to the bottom of the queue whenever you update/resend.

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