RipFactory Riposte

Last weeks item on RipFactory prompted a long phone conversation with Patrick McGrath, a Director of RipFactory, on Saturday afternoon. I promised him an opportunity to reply. Here, unedited, is his response:-

Jeff

There are no graves dug for Ripfactory, nor will there be. We're here to stay and as the premier solution for ripping software that is Ripstation, we have a great and worthy product which rips a significant number of discs annually in the most efficient and automated way possible.

I'm saddened to hear you had any calls at all about us, and we'll be sure to get to the bottom of any issues that are directly raised to us - we take our software, support and reputation very seriously, and if there are any issues that can be sorted by us, then we will do all in our power to sort it.

We believe we have a fantastic product which is endorsed by our user base , but it is fair to say that we have had slowdowns over the past few months with our robotics (hardware). To address any issues , we have moved to new OEM partners , creating a new build , faster speeds and excellent warranty and support. The net effect in this is that getting it moving in such a short period of time was a difficult process and sadly this led to some significant delays on deliveries of hardware. We always deliver software immediately and where possible have lent smaller units to our customers to ensure things are moving. It would be fair to say that this led to much slower than normal time in getting hardware out the door, but our new OEM partners have been fantastic and we have been working through the backlog as fast as is humanly possible - as such within the next 10 days we should have all back orders cleared. From then on we make some changes - hardware will be sourced, paid for and supplied local to the user and RF will simply provide instant software deliveries for Ripstation - faster and more efficient for all.

In the main, aside from the few exceptions you have mentioned, our customers have stuck with us knowing that the support, products and collateral we have to offer are second to none. We thank them for that and we appreciate the fact that they see benefit in a long term relationship with Ripfactory.

Ripfactory will be around for a long time to come, supporting the CD ripping fraternity with exciting and more innovative products in 2007 and beyond. Watch this space indeed!

I hope this helps bring some balance to the picture.

Best

Patrick

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Patrick also promised that his support people would contact me to resolve the longstanding problem I have with their Groomer and Album Art applications, neither have worked properly since I paid for them. As yet I've had no contact ......