pabrown522 Posted May 31, 2002 Report Share Posted May 31, 2002 Sorry about this long post and don't mean to be offensive, because this is not the intent of this message; but I feel that it is necessary to express what I see in the forums and what I am experiencing with trying to use Retrospect Express which is not good. I am finding more and more that when I attempt to give Retrospect Express my best shot for using it, it is unbelieveable of how inadequate and complicated it is, especially with the lack of documentation and support for how to use the program. The program has two backup methods, duplication and file backup sets and both of these are lacking one thing or another creating inefficient backup software. I am so glad that I received it as bundled software with my external hard drive which is trial enough for me. If I did pay for it, at least it was not a seperate purchase that shows that I bought it. Now I have tried both backup methods. For those who purchased it, after I checked the website pricing, it appears that this software is only a sample "trial" version for $49.00 which is only giving customers a taste of what you would get if you purchase the "Desktop" verison for $149.00 or a more expensive version. I notice that a lot of questions for using the Express version is answered including a response "you need to purchase the Desktop or a higher version in order to do that"; what in the world :-( ? And even after you purchase the Desktop version, people are still having so many questions about its functionality and how to use it, because of the lack of documentation to clearly explain the programs. I have to slap myself, as a reminder, that this software was not developed by B.Gates or one of the popular competitors. If it had been, perhaps it would be a better developed product with good supporting help files and documentation. This message is only to say, manufacturers of this product, why even bother to put a half functioning sample of a product on the market for $49.00 as a lure to getting people to buy the $149.00 or higher product and then still there are a lot of problems with using the software. This is only upsetting customers who try to use it, especially if they paid for it, and in a lot of cases is causing customers not to even bother with your backup software. Eliminating the sample Express version product and selling people the real deal Express full version with good documentation support, for a reasonable price of much less than $149.00 would, more than likely, generate more and happier customers. Now that I have tried the Express version, I am afraid to even mess around with the Desktop version after seeing what the Express version does not have. And then to top this off in addition to poor documentation, there has to be a nerve to be expensive tech support after the 30 day trial period, which it is even difficult to reach tech support during the 30 day trial on a non-toll-free number. And besides why would Dantz sell a backup software system that is so difficult to use with the lack of support help documentation. This causes customers to only have to continue calling the expensive tech support, perhaps for those who has the money to do so probably don't mind. Oh, wait a minute, I get it; if the product has good dependable documentation and help files, then customers won't need to call Dantz tech support which means "no money" for you. Since this site is moderated, I can expect this post to be removed or you may not even answer any more of my questions since I am still trying to use the software which is only because I think it has potential to, eventually, be good software. But, if you don't respond to me any more, then that's ok too. I gave Dantz tech support a very good compliment in one or two of my postings about the way that I have been treated in responses to my questions on the phone and in the posting responses which this part still holds true. But, I cannot say the same good things about the software functionality and the fact that the $49.00 version seems to be the key to trying to get customers to buy a much more expensive version with unavailable non-toll-free or expensive toll-free tech support. MELISSA, you have been great at trying to help many people including me. But your support can only be as good as the product is. I admire you for your efforts to support a less than substantial product and you are trying to answer questions as quickly and to the best of your knowledge. I, perssonally, feel that the software is not hitting the spot for a lot of trial customers and those who have purchased it. Perhaps, I just need to research and find some other backup software and, just for general knowledge, check back with you guys in a couple years to see if the Express software is any better at a reasonable cost. Right now it has a lot to be desired. :-( geesh! What's this world coming too! The almighty dollar is the king of all things existing, huh! Link to comment Share on other sites More sharing options...
Mayoff Posted May 31, 2002 Report Share Posted May 31, 2002 Actually, Retrospect Express is very well documented. Your copy came with an 294 page .pdf user's guide. This guide is also found at: http://www.dantz.com/index.php3?SCREEN=latest_docs Our website also contains outstanding product tutorials that show step by step backup and restore: http://www.dantz.com/index.php3?SCREEN=tutorials These tutorials also are included on the Retrospect 5.0 CD. Did you have a specific technical problem you needed an answer to, because I did not see it in your recent forum post. Thanks Link to comment Share on other sites More sharing options...
mwoinoski Posted June 5, 2002 Report Share Posted June 5, 2002 I'm sorry to say I'm experiencing some of the same frustration. I'd estimate I've spent at least 20 hours installing 3 different versions of Retrospect (Express 5.5., Express 5.6, and Desktop 5.6) and I don't seem to be any closer to what seems to be a simple goal: backing up my C: drive to an external USB drive for disaster recovery. I've read the manual, Mellisa has answered questions, but I'm still at square one. It shouldn't be this hard. Unfortunately, I haven't found anything better. Noone makes an inexpensive tape drive, Jaz cartridges are too small; what does every else use? RAID arrays? Or just hope nothing ever breaks? I'm going to give Retrospect another hour, and then I'll just start backing up to diskettes. ;-) Mike Link to comment Share on other sites More sharing options...
pabrown522 Posted June 5, 2002 Author Report Share Posted June 5, 2002 Thank you for responding in which I was not expecting a response. I'm sorry, but I beg the differ in your comments about Retrsospect Express is well documented. Even if there is a 294 page long user guide manual and outstanding tutorials; still, apparently much is lacking, so, your point being %*%#%? Maybe there are a lot of knowledgeable and technical people who are using your software and may not be having any problems and can read between the lines in your reference guide and use your software with much success (but, I really don't think so). But from what I am reading in the forums, many people are experiencing difficulty and problems. If the user guide is falling short of needed clear instructions on "how Do I do this, the do's and don'ts, and just good, user-friendly, organized, detailed instructions" types of information, then it is not supporting the program like customers need. Besides, I did not get a .pdf user's guide with my disk that came bundled with my external hard drive; if it is like the one that you said can be downloaded that, I think I downloaded, then what's the use. I only received a disk with no install instructions; but, I managed to get it installed. I really don't think I need to specify, in addition to mine and others' posts, any particular problem(s) at this point, because I can read that many people are having the same problems and questions that I am encountering. A lot of the responses to their posts leave your customers scratching their heads and feeling still unsure. The answers that they are receiving to their post answers my questions, which brings the concerns about using this program back to what I said; it is lacking a lot of what many people are looking for in a backup and restore program, which are reliable detailed reference material and user-friendly uncomplicated software. If you are really reading the forums and digesting what people are saying, then I do not have to explain my concerns and issues, about using Express, any further. Many posts are expressing what I don't need to say again; it would only be dittos of what others are saying. I can say that I believe you are reading the forums because posts are receiving responses; but do you really think that the majority of your customers are satisfied with your product? Man-O-Man, if you do not recognize, look at your Windows Products >> Product Suggestions, section; I rest my case. As anyone will say if you are not satisfied with something move on to something else, and this is my intention. I am not going to keep wrestling with trying to figure out this program and its selectors, etc and then wondering if it will really restore my system in a time of need and be in for a big suprise! And to top this off there is expensive tech support by incidents and contracts. Again, geesh! I am really not expecting a response to this post. I'll stop bothering you so you can move on with your business. Thanks for your time and any responses received to all my posts and goodluck to your customers who continue to challenge this product! Link to comment Share on other sites More sharing options...
pabrown522 Posted June 5, 2002 Author Report Share Posted June 5, 2002 Boy, it looks like I was writing my post at the same time you were writing yours and we both feel the same way. I am sure there are many others who just have not expressed themselves about the same. The standard responses to dissatisfied customers, who are trying to inform Dantz that there documentation is inadequate and the software is lacking a lot, which seems to be in all versions from what people are saying, is: Actually, Retrospect Express is very well documented. Your copy came with an 294 page .pdf user's guide. This guide is also found at: http://www.dantz.com/index.php3?SCREEN=latest_docs Our website also contains outstanding product tutorials that show step by step backup and restore: http://www.dantz.com/index.php3?SCREEN=tutorials These tutorials also are included on the Retrospect 5.0 CD. Whatever! Link to comment Share on other sites More sharing options...
gunney1969 Posted June 5, 2002 Report Share Posted June 5, 2002 Have you downloaded the book? Have you read it? What exactly is the problem you are having? I've been using Retrospect for a couple of years and I think it's the best system out there. I'm not saying that I haven't run into problems, but just about all of them were solved by looking in the book. The rest were taken care of by going through the online knowledge base. I sincerely hope that you don't think Mr. B. Gates puts out rock solid software and documentation. I know for a fact that he doesn't. Post your problem again. Use as much detail in it as you've used in this thread. I will try to help. Link to comment Share on other sites More sharing options...
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