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    Welcome to Support, Your Friends on the Inside...

    By Christian

    What if you had your own man on the inside at your favorite restaurant, always getting you the best seat in the house? Or at the stadium the next time your favorite team is in town? Now imagine you had a friend at the repair shop when your car’s broken down, or a computer store when you’ve got tech problems; someone who would always speak with you clearly and give honest advice. Now stop imagining, because that’s part of what you get when you purchase a FlexiSPY product. We believe so strongly in customer care that it should be considered an important part of your purchase. Similar software may offer no support at all, or at best unreliable. At FlexiSPY we are working around the clock for you. But we do a lot more than just answer your questions; Support is an important part of our business model that we’d like to let you in on. Our Support Staff are more than just technicians reading from a script. At many companies Support is typically isolated from other departments, such as Development. At FlexiSPY Support, an important part of our job involves representing our customers to the rest of the company. This is how we become your friend on the inside, because we are not afraid to ruffle feathers on your behalf when necessary. Support is always listening to your feedback and drawing from your diverse experiences. If we feel a particular direction of Development is not in our customer’s best interest, we call a meeting and go to bat for you! If we notice a pattern of issues we can’t explain, we work directly with Development to solve the problem. Of course FlexiSPY does have a QA department, but Support also has a role in approving all software updates. We also have input on customer policies, and can sometimes make adjustments for exceptional cases. When it comes to taking a stand for our customers, we’re known for being a little stubborn around the office. It’s understandable if you don’t trust everything you see in an ad or hear from a sales person, but we want you to trust us here at FlexiSPY Support, knowing that our primary responsibility is to you, our customer. We work hard to keep accurate information on all of our Support related pages, in our Community forum and on our Blog. If you have questions and need reliable answers, we’re here for you. Just look for our "Live Chat" tag on all of our pages at FlexiSPY.com. If you have suggestions, we’re taking your feedback. If you’d like to tell us of your experiences either positive or otherwise, this helps us to keep refining our products to meet your demands and stay on top. At FlexiSPY we are listening. You friends on the inside, FlexiSPY Support Department
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FlexiSPY Beta Testing Program

Did you know that FlexiSPY has an official beta testing program? We have an exciting lineup of new features in the works, and always value our customers feedback. Our beta program is limited to the Target phones and networks you have access to, length of time as a customer and your background experience. This means that not everyone who applies will be an immediate match, but we will keep all applications on file and let you know when we have something suitable that fits your interest. If you're an existing customer and would like to join our beta program, please follow the instructions below from our Knowledge Base: 9.3 Can I join your beta program? Current customers who already have a valid account with us may qualify for beta testing new versions in some cases only. If you are already an existing customer who would like to help us test new products and features, please Submit a Ticket through our Support Center and use "Beta Testing" as the subject header. On the Ticket, include the following with your answers below each question: 1. What phone platforms/models (including OS versions) do you have available for installing and testing our software with? 2. What cell networks do you have available for testing our software with (Target phone service)? 3. Do you have a beta testing or any other technical background? 4. Are you a programmer? If so, what programming languages/code base are you familiar with? 5. Are you comfortable performing manual installs using a PC, command line interface and USB cable connected to the Target device? 6. What FlexiSPY products do you currently own? Please note these are not requirements, only questions. Also note we do not always have a product in beta testing, but we will keep your name on file with your Ticket information.

Christian

Christian

 

Work for FlexiSPY!

FlexiSPY is now looking for creative and talented people who may be interested in any of several opportunities. These include: Internet and Social Media Marketer, Web Designer, Script Writers and also Developers. FlexiSPY will be releasing a major refresh of its clients, servers and E-commerce systems. This is the culmination of a two year project, codenamed Phoenix, that will give customers lots of new features, products, licensing and business models. We are pretty excited, and we want to get ready to spread the word – can you help us? Internet and Social Media Marketer, who understands the spy phone market and our competition, and can work with our marketing manager to spread the word – particularly in social media. We need someone who can write great web copy – which is not the same as being a good writer. You need to be passionate about spy phone software, you need to be a self-starter, an avid researcher, an internet chatter watcher and great web copy writer. You will be able to come up with creative ways to respond to the ever increasing rip off products and sites that either copy our content directly, or publish outright lies about us. - You should be genuinely interested in creating vibrant communities, canvassing their opinions, reaching out to them with interesting messages. - You will be interested in writing real and honest reviews of our products If this seems like you, please contact us at [email protected] Web Designer Our products are the best, and our website needs to be also. We would like to connect with a few really creative commercial web designers ( no tech, pure design) who can create a series of re designs of our website. The problem with regular web designers is that they don’t care about the product or customers, and to them, it’s just another bunch of graphics and colors. That’s not acceptable to us! We need someone who really gets under the skin of possible customers and brings usability, and design to create something that is fresh, striking and appeals to the buyer mindset. If you have an original aesthetic, are able to create original graphics, and understand the purpose of a web page, get in touch with us at [email protected] Script Writers We want to get our message across to people in an entertaining way – meaning coming up with short, creative and funny or engaging scripts for various forms of media such as video. We don’t want people who produce the media, we want the creative minds who create the scripts. If you have used our products, and can write a script or screenplay for a series of 30 second movies, get in touch with us at [email protected] Developers We need the hottest mobile developers to help us maintain our leadership. You need to be innovative, creative and have a ‘never say no’ mentality. The products we develop do not use regular APIs or techniques, and the average developer is not cut out to work on our projects. We need talent in iPhone, Android ( jail break environments) and Blackberry. If you are as good enough to be part of our team, money will not be a problem! You will have to be able to travel or relocated temporarily to work on any one of our development centers in the US or Asia. If this seems like you, please contact us at [email protected]

Christian

Christian

 

Android & Maemo - Not Just for Geeks Anymore

FlexiSPY developers have been busy with their toolkits lately, and keeping the Testing Team pretty busy to. Recently we released FlexiSPY for Maemo (See http://support.flexi...wnews&newsid=44) , and are nearing release of Pro-X for Android. Pro-X for Android may be released as early as December, hot on the heels of the free Android product that we've affectionately named FACE (FlexiSPY for Android, Community Edition - http://support.flexi...wnews&newsid=38). While Linux on the desktop has always been thought of as an OS mainly for Geeks and Tech Weenies, Android has come along for cell phones and changed all of that. Linux based Android models have now taken the top position as the most popular smartphone's in America, and that little green robot may soon achieve some sort of world domination. It goes without saying that FlexiSPY has an interest in this market, and we're committed to staying on top for our customers. We appreciate the feedback we've received over the past several months from all the early adopters of our free Android Community Edition, as this has helped us continue forward with our commercial development. It's still a bit early to make any official announcements, but we may be offering a promotional incentive for those early Community Edition (FACE) users who've also become active participants here in the Android Community Edition Forum. Watch this Support Blog or subscribe to track notifications and stay informed! ... a new Pro-X is coming.

Christian

Christian

 

A True Story of Epic Proportion - The Pro’s and Con’s of Knowing Too Much

Years before I ever heard of FlexiSPY, I was working overseas with a colleague who had marital problems. To make matters worse, not only did he feel helpless so far away, but we were also working in a dangerous militarized zone. In this situation if a guy couldn’t keep his focus, he risked losing not only his job but also his life. Its difficult watching a friend go through such mental obsession, trapped within a psychological prison of impending emotional doom. Time moves faster in our heads than in the real world. When reality doesn’t keep up with the synaptic charges rushing forward, it can make a man insane. What began as marital difficulty took a paranoid turn for the worse. After way too many Skype and overseas phone calls, my colleague got it into his head that his wife was cheating. It didn’t help his mental condition that his paychecks were drafted directly into their joint bank account, or that she was still happily spending his credit cards like a kid in a shoe, err… candy store. Worse yet is to be that man, living under impending doom while everyone else knows exactly what has to be done; take a step back, relax, and if necessary just let go of the painful dysfunction. However, such a man is anything but rational. Driven by this obsession he becomes unpredictable, impulsive and dangerous. The war outside had nothing on the war raging inside his own head. Eventually he did the right thing and requested a leave to “go home and work things out”. After a week back home with his wife, he sounded upbeat and said everything was fine in e-mail. But it was nearly a month before we saw him back on the job, the longest leave allowed. What his wife didn’t know is that during leave, he discreetly installed several spy-cams with remote web access running off the server in his house. Cameras were hidden liberally throughout the bedroom, kitchen, living room; even the bathroom. Though he shouldn’t have been surprised, it was nevertheless shocking to log into one of the bed-cams, in front of several coworkers, when the glorious Not-Safe-For-Work fornication was revealed live from his own bed…with audio. My friend had returned to the war zone every bit as obsessed as when he left; now tormented exponentially by live porn featuring his own cheating wife, streaming into view from over 7,000 miles away. Having just taken the maximum leave time for the quarter, he wouldn’t confront her until he could take leave again to do it in person. And neither did he want her to find and remove the cameras. Irresistibly, for the next three months his only choice was to watch. Unable to do anything about it or even to stop his own madness, he would record the sessions and play them over again on the nights she wasn’t cheating. Vacillation between heartbreak and anger created equal confusion over finances, while not yet ready to completely give up the game. Like a broken sieve his mind was erratic, emotional and unstable. Not what you want in a war zone. He wore a bullet proof vest with a hole cut over the heart area. It was more than symbolic. It was a comic tragedy, of epic proportion. Why would we do this to ourselves? Is it to maintain some delusion of control, when we know that we have none? Is it to control others? Or is it to gain the freedom of truth, allowing us to move on with renewed sense of independence? I don’t know if my colleague was ultimately better or worse for what he endured, but it certainly took its toll. In a way he did ask for it, but there is no way to prepare for that kind of information overload, and the result was incapacitating. Standing on the precipice with a lump in your throat and the hard resolve of strong suspicion, it is difficult to turn away. We leap into darkness because we already cannot function with our blinders intact. Whenever we have a large part of ourselves invested in another, we feel an inalienable right to know the truth; to know what is going on that might affect our self or those we love. What parent has never inspected their child’s backpack, or found something that doesn’t belong in a sock drawer? Who has never kept secrets from a partner, or resisted an urge to snoop the medicine cabinet of an exciting romantic prospect? Perhaps my colleague was in a situation that could have been avoided. However there is danger in the addictive nature of suspicion, and the quest for what could become too much information. We want to protect our children from stalkers, and in doing so may sometimes blur the lines of the stalker. And if we do have courage to ask the questions, we must also prepare for the answers. We need to know when we’ve had enough and when it’s time to move on, either with or without. To do any less would be torture, and FlexiSPY is meant to free you from this. Ultimately, products like FlexiSPY cannot take the credit for either weakening or strengthening a relationship. If you want to weaken your marriage, just carry on with suspicion in everything that you do; you don’t need FlexiSPY for that. If you want to strengthen it there are a thousand good books on the subject. Why not start with flowers? Are there good people taken advantage of every day who might benefit from our products? Absolutely, and we want your business! I’m sure there are also some who would benefit more from counseling. But you might need to reassure yourself before it ever comes to that; such as my colleague trapped in an unfaithful marriage, stuck overseas and glued to his web-cam! In some cases FlexiSPY could be less expensive than counseling or divorce, many years later. The bottom line is that FlexiSPY is a tool for gathering information. As a neutral witness, it is very good at doing just that. What you do with that information is up to you. If you have questions, FlexiSPY will absolutely give you the answers you need. If you have doubts, it will either settle your mind, or settle your affairs…without prejudice. The last I heard my colleague was still married to the same woman, although he no longer works overseas. Who can say if the cameras played a positive or negative role? That information could have just as easily destroyed or saved his marriage. Whatever you think you would have done, my friend chose to save the relationship. He could have been a victim all the way through to the inevitable end, but confronted the situation on his own terms and was lucky enough to turn it around. But in the end if he never knew, he never would have had a choice. Love is three quarters curiosity - Casanova Since knowledge is but sorrow’s spy, it is not safe to know - William Davenant Be careful out there… – Me *** Registered users can mention this article for a 20% discount from www.flexispy.com ***

Christian

Christian

 

How to receive the best support, every time!

We know its not always easy finding quick and reliable service, but we do everything we can to meet that goal for you. There are several things you can also do to help us achieve this outcome. This article is written specifically with FlexiSPY in mind, but you may find it helpful when dealing with other Support departments as well.
Do your homework first
Often something that seems like a problem may not be. Make sure you are familiar with the product you’ve purchased, and all of its advertised features. If you don’t think the product is working as described, review the feature descriptions for your product on our Home Page, and please review your software manual so you fully understand how to use those features. The manual contains everything you need to know about how to change the Monitor number, remotely change the program settings, etc.
Check our Knowledge Base first for an immediate solution! Tech Support is here when you need us, but the Support Center provides immediate answers to all of your most common questions. It’s easy to type keywords into the search bar, and this is much quicker than waiting for a Ticket reply or having a long Live Chat just to arrive at the same information.
Support Tickets are generally answered within 24 hours or much less, but we can only maintain a timely response when you help us by first trying the immediate Support tools provided.
Choose the best form of contact
You might think a phone call is the quickest & easiest way, but that’s not always true. FlexiSPY provides phone numbers primarily for Pre-Sales questions only. If you have basic questions about using the product a phone call is ok, but for real technical issues you’ll be asked to open a Ticket anyway. We also can’t verify your identity over the phone, so we can’t discuss any privileged account details this way. We cannot provide your FlexiKEY, make account changes or confirm the existence of any account by phone. These requests must be made in writing from the registered email address only. This is a strict security policy for your own protection, so please don’t expect us to bend the rules.
Live Chat is a little better for tech support because at least there is a record of the conversation, and your identity is verified by logging into the Support Center (required to access Live Chat). Chat logs aren’t archived the same way Tickets are, but at least you can copy/paste the chat, or request it emailed to you for later review. However, very technical issues may become very long chat sessions while communication by Ticket is direct and concise, especially where our replies are concerned.
Another limitation of Live Chat is that we can’t always speak one-to-one with every customer. During very busy periods Chat Staff may sometimes need to carry three or four sessions concurrently, so you don’t have to wait too long. This is not a bad thing, but you can expect 100% of our focus and a more detailed response by submitting a Ticket for more technical enquiries. As with phone calls, if your issue requires further research or extended documentation, you may still be requested to open a Ticket anyway. Live Chat is for both Pre-Sales and Light trouble-shooting support.
Support Ticket submissions are always best for serious trouble-shooting & support. We may advise several step by step instructions, and you’ll want this well documented instead of trying to remember what was said over the phone, or scanning text from a chat log. Tickets also provide a complete support history that you can always go back to (archived in the View Tickets area of the Support Center, after logging in).
Tickets also help Support Staff provide more reliable solutions quicker, when we can reference your entire support history for more information. Think of it like sticking with a good mechanic who knows the whole history of your automobile. This is what we get from your Ticket archives.
We value our customers highly. You can use whichever means of contact best suits you, but if you do have more than basic questions and you want the best support available, then submitting a Ticket is usually best. All Tickets are answered within 24 hours, usually much sooner unless further research is required.
Be prepared
Have a complete description with all details ready. For tech support please follow the model below.
A. Whether it’s Pre-Sales or tech support you need, remember to check our Knowledge Base first as this will likely answer many of your questions, and may help you realize what specific information you still need. Write down all your questions before contacting us, and gather any additional information such as Target phone model and the network operator providing service, etc.
B. For tech support, after reading the manual and checking the Knowledge Base you’ve probably tried at least a few things already before deciding to contact Support. Take notes on what you’ve already done to try resolving the problem. Together with a complete description of the problem, this provides more insight and helps to save a lot of time.
C. To receive the best support, try to think about the problem as a technician would. If you simply say “SpyCall doesn’t work (or Intercept Call, SMS commands, etc.)” then it’s very difficult to help because that doesn’t provide any information about what’s actually happening. We need to know not only “what” isn’t working, but also “how” it isn’t working.
A question we often ask is “How do you know it isn’t working?” If you provide this information up front it saves a lot of time and makes it much easier for us to help.
In your initial contact, try to answer these questions:
“What exactly were you attempting to do?”
“How exactly did you try?” (Detail every step; what specifically did you actually send as an SMS command, for example?)
“What exactly happened as a result, which wasn’t expected?” (If it didn’t work, what did happen? Use the same step by step detail, including any actual error messages.)
Instead of saying “I’m stuck on step x.x”, tell us exactly how you are stuck. (What exactly is preventing you from moving to the next step of the manual, and what are you seeing on the screen, for example?)
The formula is: What specifically are you trying…how specifically are you trying…and what specifically happens as a result?
The more details you provide the better. If you have access to the Target phone and can watch what its doing when you attempt a SpyCall for example, or if you’re not getting updated reports and you can test the phone’s internet connection, etc., we will need to know everything that you can physically verify and describe to us in step by step detail.
D. Include a Diagnostic Report if possible. Blackberry, Symbian, Windows Mobile and Android all have an SMS command for receiving a Diagnostic Report sent back discreetly to the Monitor. This is extremely helpful in determining certain problems, and we often ask to see this report. Check your software manual for the exact command and include this report verbatim with your initial contact if possible, as it will sometimes indicate exactly where the problem is.
Stay pleasant and stay on focus
We understand that by the time you contact us you may be quite frustrated. It is worth remembering that Support Staff is not to blame for problems you might be having, and you have contacted us for help, after all.
It’s true we are paid to help you, but we are not paid to be berated or treated unprofessionally in any way. Support Staff are only human after all, and it always pays off to be nice when asking anyone for help. Remember that Support really is on your side; we want you to be happy and will do all that we can. If you are personable and professional, the human being on the other end will be much more inclined to go above and beyond expectations. You may be surprised how much we can sometimes bend over backwards for a valued customer.
Before contacting us, make sure you are calm. Organize your thoughts to communicate clearly and concisely. Be personable but stay on topic! Getting too personal or telling us too much about your situation isn’t going to help, and only distracts the focus away from the issue at hand.
Don’t argue, but don’t give up!
Sometimes you might feel you’re getting nowhere, or just going round in circles. This can happen if you’ve been speaking with different Support Staff mostly by phone or Live Chat, and the current Staff you’re talking with doesn’t know what you’ve already been through.
Before getting frustrated, realize that each time you speak with someone new they will want to trouble-shoot from the logical beginning. If you didn’t submit a Ticket and you’ve been through a lot of trouble-shooting with a previous tech by phone or chat, you can try describing in detail each step you’ve already walked through (you wrote it all down, right?). Or you could ask for the tech that helped you before, but don’t expect the previous tech to remember everything that was discussed.
This demonstrates the point mentioned above, that submitting a Support Ticket is much better than phone or Live Chat for extended trouble-shooting. With Tickets, all Staff can review your complete support history to see what’s already been done, and then nothing gets lost in the process.
Whether you’re communicating by phone, chat or Ticket request, arguing will only antagonize the rep who is trying to help, and may only end up working against you. Instead of losing control and losing respect, stay professional and simply ask for a different Support Staff to help you. Someone else may need to contact you back, but that’s better than getting upset or hitting a dead end. Please remember we can only help when you let us.
If you still don’t get what you want…
Sometimes you aren’t hearing the answer you want because you’ve already heard the correct one, or because what you want is not possible or somehow unreasonable. If you keep asking the same question to different people just hoping for a different answer, you might be working against yourself.
On the other hand if you still don’t understand the answers you’ve been given or you have reason to disagree, stay professional and simply ask the Support rep to escalate your Ticket to a manager. You won’t always receive a different answer and you should be prepared for that, but you do have a right to escalate your Ticket if you feel that something is incorrect or incomplete.
Our goal is to always provide a positive customer experience. Following the above guidelines helps us to achieve this goal, and ensures the very best support available, every single time!

Christian

Christian

 

Welcome to Support, Your Friends on the Inside...

What if you had your own man on the inside at your favorite restaurant, always getting you the best seat in the house? Or at the stadium the next time your favorite team is in town? Now imagine you had a friend at the repair shop when your car’s broken down, or a computer store when you’ve got tech problems; someone who would always speak with you clearly and give honest advice. Now stop imagining, because that’s part of what you get when you purchase a FlexiSPY product. We believe so strongly in customer care that it should be considered an important part of your purchase. Similar software may offer no support at all, or at best unreliable. At FlexiSPY we are working around the clock for you. But we do a lot more than just answer your questions; Support is an important part of our business model that we’d like to let you in on. Our Support Staff are more than just technicians reading from a script. At many companies Support is typically isolated from other departments, such as Development. At FlexiSPY Support, an important part of our job involves representing our customers to the rest of the company. This is how we become your friend on the inside, because we are not afraid to ruffle feathers on your behalf when necessary. Support is always listening to your feedback and drawing from your diverse experiences. If we feel a particular direction of Development is not in our customer’s best interest, we call a meeting and go to bat for you! If we notice a pattern of issues we can’t explain, we work directly with Development to solve the problem. Of course FlexiSPY does have a QA department, but Support also has a role in approving all software updates. We also have input on customer policies, and can sometimes make adjustments for exceptional cases. When it comes to taking a stand for our customers, we’re known for being a little stubborn around the office. It’s understandable if you don’t trust everything you see in an ad or hear from a sales person, but we want you to trust us here at FlexiSPY Support, knowing that our primary responsibility is to you, our customer. We work hard to keep accurate information on all of our Support related pages, in our Community forum and on our Blog. If you have questions and need reliable answers, we’re here for you. Just look for our "Live Chat" tag on all of our pages at FlexiSPY.com. If you have suggestions, we’re taking your feedback. If you’d like to tell us of your experiences either positive or otherwise, this helps us to keep refining our products to meet your demands and stay on top. At FlexiSPY we are listening. You friends on the inside, FlexiSPY Support Department

Christian

Christian