I sent feedback to the authors of both applications describing the bugs I’d encountered and the missing functionality which I felt was essential. The Tiggit issue list was significantly longer than the LogicMail list, ~20 items vs. ~5, and I really didn’t expect a fast or substantive response from the author.
To my surprise, he responded the same day: “Thank you for this very useful list of issues… I am happy to extend your trial period until such time as the defects are resolved… It is very helpful to get honest feedback like this, and if there are any other thoughts you have, please don’t hesitate to email.”
With this, he and I started a discussion which has continued for over a month. Our exchanges spanned several beta releases of the application, each of which addressed more of the issues I’d reported.
Yesterday, I installed the most recent beta and found to my delight that all of the issues that I considered showstoppers were fixed. This didn’t stop me from sending the author a laundry list of previously reported issues that still weren’t fixed and several new issues as well :-), but since all the major ones were fixed, I went ahead and purchased a license, as I’d promised the author I would do as soon as I felt the application was useable.
A few hours later, Paypal notified me that my license fee had been refunded. I wrote to the author and asked him what was up, and he responded, “I could not take the money after all the constructive feedabck you have given. The license is of course yours, free of charge as a token of my appreciation. I hope tiggit will serve you well, and you will continue to provide helpful comments.”
With his prompt, courteous, and effective response to my feedback, the author of Tiggit Mail transformed my initial, negative experience into a positive one. He took my feedback seriously, recognized and acknowledged the validity of my concerns, and addressed them quickly. He made it clear that he values his customers and understands that the point of what he’s doing is to make them happy. Finally, refunding my license fee was a perfect example of what Jeffrey Gitomer talks about in Customer Satisfaction is Worthless, Customer Loyalty is Priceless: when trying to turn around a dissatisfied customer, always give the customer more than he expects.
I heartily recommend Tiggit Mail to anyone who is looking for an IMAP client for the BlackBerry. It’s well worth the $30 license fee, even if you don’t receive a refund. 🙂