2 days ago I told you how awful the support for HummingBird is. As I said many times in that article, I think their script is great, however I am really in awe at how terrible their support is. Seriously, their support is that bad I’m actually kind of impressed!
After writing my post about it all the other day, which was 4 days since they last replied to an email, I sent one last desperation email to them asking for a refund :
I have did my best to be incredibly patient with you guys but you seem completely uninterested in resolving the issues I have with the script and with my forum account.
therefore, I would like to uninstall the software and get a full refund.
Please tell me how I should proceed?
Kevin
This morning (2 days later) I received this email from them :
Dear Kevin,
The forum accessibility has nothing to do with the use of the software application. Thank you.
Sincerely,
Support
Granted, forum accessibility has nothing to do with how the software application performs. However, it doesn’t change the fact that their product was crashing on me periodically and I had to restart it, it doesn’t change the fact that they haven’t upgraded my forum account so I cannot post any support queries and it doesn’t change the fact that I just paid $167 for this script and would, at the very least, like some sort of support!!!
I have wasted enough energy on them so I have just requested a refund directly through PayPal by raising a dispute. I have also removed the banner ad from Time To Tweet. Whilst I do like the script, their support is just plain awful, therefore I can’t recommend such a product to readers.
I’d like to think that they would provide a refund right away but no doubt they will draw this into a dispute. I’ll keep you guys posted with how I get on 
If there is any other scripts you would like me to try just let me know and I’ll look into it.
Cheers,
Kevin
Hope you get your refund
I just started hearing about hummingbird yesterday. After a video or 2 on it I thought I could code that in an afternoon. I didn’t see what the big deal was.
So I did it and well, I still don’t see what the big deal is. It just goes through following and unfollowing based on criteria you feed it. Right? You could manually follow hundreds in the time it takes to order, install and set up the software.
Hi Brad,
Although I am really annoyed with the level of their support, I need to put my hands up and say that the script does do what I’m looking for. If you could code something similar though I would say give it a try. I’m not a programmer so I’m not sure how difficult it would be.
Did I get my refund? haha, nope – they refused it within a few hours and came back with a message saying that the forum was complimentary to the script (which is strange seeing as they don’t actually answer support emails directly). They put the blame on me and said that it must be my email address. Which is clearly not the case as I use the same email on dozens of vbulletin forums, including my own.
The thing that annoys me is that it takes just as long to manually fix my forum account than it does to come back to me and tell me to just try signing up again. It’s passing the buck, which I said in my last post, is disgraceful after paying so much money for this script.
They then suggested that their support team were under the impression that I was only experiencing issues with the forum and not the script itself. Which is complete lies as their first response to me said
The whole thing has left a bad taste in my mouth towards them. I just want my money back but in order to do that now I will need to escalate it to a dispute and then it’s a lottery whether I get my money back. I’d be happy to just get a script that works but say they did have a change of heart and fixed my forum account. Do you think they will help the guy who just asked for a refund via a dispute on paypal. It wouldn’t surprise me if they just banned me for saying the script doesn’t work.
As I have said a few times, when it’s working, it’s a great script. However, it’s difficult for me to recommend it to anyone at this time because of what has happened.
Kevin,
Thanks for this review which I found on Twitter before I made the investment in a power tool that seems to have some shortcomings. This is one of the reasons I never create desktop applications, but rather stick to building online applications.
Once again, I appreciate you speaking out
Best,
Jim
no problem Jim. Speaking out was the only thing I could do as they are refusing to help me or process a refund.
Kevin, I respect your opinion.. but i thought i would put my two cents in. I rarely find support as good as the support behind Hummingbird? I have found support documentation, my forum login worked fine, and they have a support desk as well?
Your experience does sound less then attractive.. But as for myself I really love the HummingBird product and think they team behind it did an excellent job.
I wish I could say the same. They have not replied to any of my emails. My last two messages to them were via paypal and they didn’t even reply to them so after a week or so I had to escalate it to a dispute.
I have spent thousands of dollars on various scripts over the years and I have never received such bad support.