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)
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.
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?
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.
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.
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.
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.
