NW Scheduler/Publisher - Updates, Support, and Suggestions

[Tortuga]

9 minutes ago, carlos said:

The support system comes across as patronizing and is definitely designed to make you feel that you are bothering them. It's commercial software that you pay for, but they try to present it as if it were freeware. Sometimes they give snarky answers to try and make you feel stupid for wasting their time.

Aussies, eh?

[Gary P]

Our experience is similar. Initial response is aloof and condescending. I agree with a recent post that said if we could find something that has the features we use we would move to it. At the risk of receiving more comments about the lack of good support and developing functions that are useful I continue to feel that there is a lack of community input. The developers seem to be in their own world. This is purchased software and users should be treated with a modicum of respect. I managed a group of developers for quite some time in my secular career and if my developer's responded as does NWS, there would have been consequences. 

[Marky]

I wish they would charge more.

This is global enterprize software that needs better development, support, etc. Their motives are good and the basic foundation of NWS is more stable now than I have ever seen it.

We pay $45 for one year and have 16 brothers as shared persons. I am not aware of any other robust global software that is this inexpensive. I commend NWS for trying to keep the costs to a minimum especially in poorer areas. There needs to be a recognition though that they are often not providing first-rate software and support. If an electrician or a plumber comes to my home and he is a brother, I don't expect a discount. He has to make a living.

Our entire servant body would happily pay a little more to avoid all of the time spent in troubleshooting and fixing things. Maybe it would be fair to charge the annual congregation fee but add an annual $1-2 dollar user fee for each brother that would be using it. That way smaller congregations would pay less and larger ones would pay more.

With some additional revenue they could consider adding another developer, some experienced beta testers so new versions wouldn't get launched with so many bugs, and a dedicated crew for a help desk. The last time I looked they mentioned all the developers were pioneer elders. That is great and very commendable but this is commercial software and needs serious business attention. Part-time workers can be great but only if you have enough of them to do the job right. If they need more money to do that, maybe they could poll the users of the software to come up with the best way to increase the fees.

Just some imperfect brainstorming...

[Martin haworth]

8 hours ago, Tortuga said:

I've heard that from several members here, I think that's why some of the members ask here first.

 

Do you have a question?

No thank you, i managed to figure it out  but i shall definitely come here first if i need help again.

[Eejay]

On 8/2/2026 at 9:27 PM, Tortuga said:

Can anyone confirm that is the process?

Works for me that way. The SC still needs to consult with the appropriate FSGO.

[Floyd]

23 hours ago, Martin haworth said:

Well there system is clearly designed for people only to contact them after an exhaustive search of FAQ and help database.

which is fine but there attitude to questions and emails asking for help or advice is awful.

there’s a definite passive aggressive quality to there emails and a presumption that your are  either incompetent ignorant or rude .

woe-betide anyone that doesn’t follow there contact us  protocols your in for a rather snippy reply.

 

I have had quite the opposite experience. But at the same time because I also work in tech support I know the value of gathering all the evidence and screenshots. I do that anyway even if they did not ask for it.

 

I have check many of my replies and this is usually what I get.
 

 

Quote

 

Hi Floyd,

 

Thanks for your message and reporting this bug. We also appreciate the detailed information and screenshots.

 

This issue will soon be fixed in a Minor update. To check for new Minor updates, please click Me > Updates > Check for Updates, or alternately re-download and install New World Scheduler from our website.

 

We apologise for the inconvenience caused.

 

Kind Regards,

 

 

 

[Indapipe]

32 minutes ago, Floyd said:

I have check many of my replies and this is usually what I get.

I'm in agreement with many who post here that there's definitely an air of condescension in much of their support communications, along with a feeling that they would much prefer not to be bothered with sincere questions from users.

 

I must say that I have experienced a higher quality of response when I email them directly using the support email address, as opposed to the process through the website. 

 

Having said that, on one occasion when I was not satisfied with the tone or the level of help that I experienced, I emailed back in a very professional but direct way as I would with any commercial software outlining exactly what I expect and how I expect to be treated as a paying customer. The response I got was very satisfactory.

[carlos]

12 hours ago, Marky said:

With some additional revenue they could consider adding another developer, some experienced beta testers so new versions wouldn't get launched with so many bugs, and a dedicated crew for a help desk. The last time I looked they mentioned all the developers were pioneer elders. That is great and very commendable but this is commercial software and needs serious business attention. Part-time workers can be great but only if you have enough of them to do the job right. If they need more money to do that, maybe they could poll the users of the software to come up with the best way to increase the fees.

 

I agree. If price needs to be adjusted, I can understand that. But a software you pay for cannot have a support like that.

 

There are programs I have bought for $25 or $50, one single payment, not a subscription, and when I ask a question I receive a kind answer. I am not required to read the whole working manual and write a composition about it before asking.  If many users ask the same questions, that means the interface is not clear enough. Fix the issues and the number of support tickets will greatly decrease.