3 ms·

And they didn't take my money, break my key in an update, and ghost me while I was still in the support period. So they've got that going for them.

philpem 8y ago
Did they ever tell you why they did that? I'd like to hear the rest of this story, I was considering buying IDA Pro (though these days I'm having a lot of fun adding M68k support to Avast's Retdec)
- jjoonathan 8y ago
  No, they never replied at all. Their self-service site broke and they completely and utterly ignored my emails to the associated service address and to a number of other addresses posted on their site. I grew up using, ah, other methods of satisfying my need for an interactive debugger and those methods continued to be viable after giving hex-rays $1100 and getting flaked, so I wasn't materially impacted by the flakery, even though I "should" have been. Had I been materially impacted rather than merely angered and frustrated, I probably would have tried other escalation paths -- phone, twitter, maybe even snail mail -- and I suspect I eventually could have gotten through, and my expectation absent evidence to the contrary is that if I were to have gotten through they would have helped me out. My takeaway would be "their self-service site is rubbish and they force you to use a company email address (as opposed to your gmail) and then their support email servers sometimes silently drop messages from your company email address, or something," not "they're crooks." On a professional app sold at a professional price, though, that's still not a good thing, and it informed my software choices going forward.
  - psifertex 8y ago
    This is really strange to hear. What self service site did you use? Our website chat goes right to a slack channel that multiple folks monitor and reply to at all hours of the day. Worst case if we're all sleeping and you leave an email we respond when we're awake. Just searched for your username in our chat and our email and don't see anything so I assume you've got a different email?
    - X-Istence 8y ago
      He's talking about IDA Pro.
    - jjoonathan 8y ago
      My problems were with an IDA Pro license I purchased from hex-rays. I have no complaints about BinaryNinja. If you represent hex-rays I'd be happy to PM you my business email.
  - ilfak 8y ago
    It is not our habit to leave emails from customers unanswered. The only explanation I see is that your email ended up in the spam folder. Since I can not find your nickname in our database, I can not say more.
psifertex 8y ago
I'm sorry you had a bad experience. This is the first I've heard about it! We normally get nothing but praise during any customer support interaction. Feel free to email me directly (jordan at vector35 com) with your email address so I can try to figure out what happened. Apologies it didn't go well.
- maerF0x0 8y ago
  I think parent was saying that Binary Ninja _didnt_ do those things (implying that IDA did).
  - jjoonathan 8y ago
    Yep.
- sundar4344 8y ago
  Email privately and get noted for life. This is really annoying when some one complains publicly and they ask your to email in private. Why don't you go through the old emails and provide a solution.
  - Nexxxeh 8y ago
    Because it wasn't sufficiently clear to GPP that it was IDA Pro's support that was problematic. GPP incorrectly thought it was BinaryNinja support that was the problem, which isn't the case.
psifertex 8y ago
Oh also, just to clarify -- are you talking about Binary Ninja or something else? That would explain a lot of my confusion. :-P
- jjoonathan 8y ago
  I'm complaining about IDA. I have no complaints about BinaryNinja :-)
  - psifertex 8y ago
    Yeah, sorry for being slow on the uptake there. The negative threw me off. :-P

philpem 8y ago

Did they ever tell you why they did that? I'd like to hear the rest of this story, I was considering buying IDA Pro (though these days I'm having a lot of fun adding M68k support to Avast's Retdec)

jjoonathan 8y ago
No, they never replied at all. Their self-service site broke and they completely and utterly ignored my emails to the associated service address and to a number of other addresses posted on their site. I grew up using, ah, other methods of satisfying my need for an interactive debugger and those methods continued to be viable after giving hex-rays $1100 and getting flaked, so I wasn't materially impacted by the flakery, even though I "should" have been. Had I been materially impacted rather than merely angered and frustrated, I probably would have tried other escalation paths -- phone, twitter, maybe even snail mail -- and I suspect I eventually could have gotten through, and my expectation absent evidence to the contrary is that if I were to have gotten through they would have helped me out. My takeaway would be "their self-service site is rubbish and they force you to use a company email address (as opposed to your gmail) and then their support email servers sometimes silently drop messages from your company email address, or something," not "they're crooks." On a professional app sold at a professional price, though, that's still not a good thing, and it informed my software choices going forward.
- psifertex 8y ago
  This is really strange to hear. What self service site did you use? Our website chat goes right to a slack channel that multiple folks monitor and reply to at all hours of the day. Worst case if we're all sleeping and you leave an email we respond when we're awake. Just searched for your username in our chat and our email and don't see anything so I assume you've got a different email?
  - X-Istence 8y ago
    He's talking about IDA Pro.
  - jjoonathan 8y ago
    My problems were with an IDA Pro license I purchased from hex-rays. I have no complaints about BinaryNinja. If you represent hex-rays I'd be happy to PM you my business email.
- ilfak 8y ago
  It is not our habit to leave emails from customers unanswered. The only explanation I see is that your email ended up in the spam folder. Since I can not find your nickname in our database, I can not say more.

psifertex 8y ago

I'm sorry you had a bad experience. This is the first I've heard about it! We normally get nothing but praise during any customer support interaction. Feel free to email me directly (jordan at vector35 com) with your email address so I can try to figure out what happened. Apologies it didn't go well.

maerF0x0 8y ago
I think parent was saying that Binary Ninja _didnt_ do those things (implying that IDA did).
- jjoonathan 8y ago
  Yep.
sundar4344 8y ago
Email privately and get noted for life. This is really annoying when some one complains publicly and they ask your to email in private. Why don't you go through the old emails and provide a solution.
- Nexxxeh 8y ago
  Because it wasn't sufficiently clear to GPP that it was IDA Pro's support that was problematic. GPP incorrectly thought it was BinaryNinja support that was the problem, which isn't the case.

psifertex 8y ago

Oh also, just to clarify -- are you talking about Binary Ninja or something else? That would explain a lot of my confusion. :-P

jjoonathan 8y ago
I'm complaining about IDA. I have no complaints about BinaryNinja :-)
- psifertex 8y ago
  Yeah, sorry for being slow on the uptake there. The negative threw me off. :-P