Clueless customer support

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Remember the Royal PF110 digital picture viewer I blogged about last night?

I sent the following email to their customer support:

I was given a PF110 as a present, but the software that came with it is PC
only and it doesn’t mention Mac compatibility. I use a Mac, although I can
run Windows under Vmware. However, the CD that came with it is a mini-CD
that can’t be used in my MacBook Pro’s slot- loaded drive. Is there a way to
download the full software for it (which I could probably run under VMware)?
All I could find is a Vista upgrade.

Here’s the reply I got, most likely automated:

REFERENCE NUMBER: XXXXXXXXXXXXXXXX Please use this ticket number in any correspondence with us.
SUBJECT: FW: Message from Royal Consumer Information Products, Inc. Website. – PF110

Dear Customer,

Thank you for contacting us.

We regret the inconvenience caused to you. Our software will not work with mac computer. Please follow the link to download the patch file for windows vista.

http://www.royal.com/drivers_manuals.htm

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance by calling our Customer Service Department at: 1-800-272-6229.

Sincerely,

Sandy
Customer Service Department
Royal Consumer Information Products, Inc.

I did manage to get the software on my Mac. My old Dell Inspiron laptop does have a use – its CD ROM drive will take a mini CD, so I was able to copy the CD contents to my file server and then install it on my Mac. It does work under Parallels and the device is recognized when I connected it to the virtual machine. The software is extremely clunky & ugly, though.

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