SmiteWorks USA

I have been a very happy customer of SmiteWorks main VTT product Fantasy Grounds for 3 years now. As a business they have always been very open and supportive. Any customer service issues were resolved quickly with no fuss. They have also fostered a vibrant and active community of users who develop new content for use with their software.

Nice well rounded platform for the three games I am playing. Support was fairly quick the few times I emailed considering it's free. Switched licenses (monthly to permanent) with no issues myself.

The Fantasy Grounds product is obsolete by design. Intentionally large holes are left in the base code so that the Devs can charge microtransactions via additional 3rd party patches under various aliases. A few of them have actually been called out on this. The product promises rulesets and support for a number of titles, however under closer review, the rulesets are incompleted and calculated incorrectly. The automation that was promised as a design feature is wrong. Thus new users have to starch from scratch practically repairing the entire ruleset just to play or pay for several secondary transactions.

In every attempt by the community to correct the source code the Devs have thrown up massive roadblocks. A customer can point out an error, the simple solution, and a clean way to implement that solution, but they ultimately get dismissed so that the Devs can maintain their third party microtransaction fraud. This would not be an issue if the base product did not promise to provide the features that you have to pay extra for.

The fundamental problem is that the Devs have no interest in involving their community in the development of their product. That community is the largest untapped resource that would make Fantasy Grounds viable. However, anyone who proposed such concepts in their forums is met with hostility, anyone who strives to unite the community towards universal updates is kicked from the FG college, and anyone who disrupts the 3rd party microtransaction market by offering free alternatives is shunned from the application entirely. There are free downloads, however, without knowing which are Dev sponsored traps it is a virtual minefield of trying to help the community. Not to mention they have made it so difficult that only a fraction of the community can participate due to skill.

All in all, I have never seen a design team so hostile to their patron's needs or desires. Since the advent of FoundryVtt Fantasy Grounds has fallen into third place (out of 3) for viable Virtual Table Tops, and there are rumors that Tabletop Topia is Developing Wizards of the Coast titles which would push Fantasy Ground further down the list. Fantasy Grounds was predicated on filling a need that Roll20 failed to provide, but they are no longer the only Virtual Table Top striving to meet this need.

Will not respond to canceling my subscription. Reached out 1 day, 1 week, 1 month and no response from the "24 hour" support email. I've reported them to the FTC as well.

Outstanding service. There was an issue that ended up placing a double order on my account (both sides seemed to have a problem, myself and the website) When the payments cleared the company actually refunded both of my orders, while still giving me the initial purchase I wanted.

There was an issue with my order (completely on my end), but it was fixed within twenty four hours.

Contacted the company due to a rather small issue that I had and I promptly got a response! Really makes me feel valued as a customer, along with their incredible social media presence.

Quickly and graciously honored their 30 day satisfaction guarantee. All in all a fantastic company that I hope to deal with again in the future!

I had purchased an under-supported gaming system and was granted a refund immediately upon my request. Looking forward to working with them further.

So far I am very impressed by the product. I am probably not alone with turning to virtual tabletop for the first time as the Corona virus is shutting down half the known world. I did a little research and found a few options for tabletop gaming but it really came down to two major options. After talking to a few friends that have tried both and trying both the demos for myself I am confident I made the right call by going along with fantasy grounds.

My computer knowledge is very limited and the learning curve of fantasy grounds is kinda steep for me. However the many tutorials I have found on y*** and a few forums have been very helpful and I do like the step by step explanations that make it easy to follow along.

I have only written about ten reviews total in my life because to be honest, I don't have allot of free time (until recently it seems with the pandemic). I accidentally entered my email wrong the first time I tried to purchase a subscription pass and wrote an email asking for help with the situation. I played around with the demo program for about an hour more and figured that I wouldn't get a response for a few days at best so I decided to go ahead and buy the pass again but this time enter the right address.

Well I should have practiced more patience because not twenty minutes later I got a response and they corrected my first mistake. I explained in another email how I had purchased a second subscription and if they would refund me for the first and again I got a quick response. Most impressively, and the reason for this glowing review, is that I actually got a response from a human being in addition to a automatically generated letter.

I don't know about you but I hate call trees and any company still responding to individual inquires has my respect. I will stop my review now before it comes too long winded but in closing I am very happy with this product so far and the customer service I have received.

Fantastic product, and fantastic support!

I had bought the product four days before it went on a 40% sale. A bit of a bummer, but things like this happen. I had heard elsewhere that the company's support was excellent and responsive, so I thought I'd try emailing them and seeing if they'd allow me a partial refund of the difference between the full and sale price. I wasn't sure if it was possible, but I figured the worst they could say was "no".

Less than an hour later I get the partial refund notification from PayPal, shortly followed by their response. Amazing -- I was so impressed, I used the refund to immediately buy my wife an Ultimate License to their product as well, just in case she would want to run her own games in the future. 10/10, would (and probably will) buy again.

Great customer care, I had purchased the incorrect product and had the issue resolved by customer care, within 24-hours of my email being sent (on a weekend as well). I'm excited for the new product that will be released later in the year!

I had an issue with some purchases not showing up in the software stemming from my misunderstanding of how to access them rather than a problem with the software itself. I emailed customer support and they quickly got back to me and cleared up the misunderstanding! It was an awesome customer service experience and makes me feel pretty good about choosing Fantasy Grounds.

Over all the product is solid, but I have concerns about their staff and moderators of their forums. Their cyber security is lax and they do the bare minimum. When addressing these issues all I hear are excuses.

First-rate company. Support channels are always prompt and effective. Superb customer care. Quality products that each receive ongoing attention, development, and maintenance. This company sets a business standard for excellence in a number of key areas.

The company is great! As a very small company with hundreds of users, they're very helpful and responsive. Even the developers who would normally not get involved, do.

Wow, I've only needed customer service twice, but both times they have done a great job of resolving my issue. Both times the issue was of my making during the order process, and both times they painlessly fixed my error. Great job SmiteWorks!

Fantastic customer service, answered my e-mail request for help within a few hours and had a simple easy to follow solution for my issue (an order issue) that totally fixed the problem!

I love this company!

I have been using F for about 8 months. Never before have I experienced support as good as that of SmiteWorks. The company presidents are active and engaged with their user community through their Forums/Wiki, F Fridays, and email when needed. They were all over the FGU Kickstarter Forum patiently answering many of the same questions over and over. I had a problem (missed email?) with fulfillment from the Kickstarter and they fixed the problem as soon as they learned about it. To me, these guys are the gold standard for caring about their customers.

I had a concern about my upgrade that was purchased via K. I explained the issue via email and received a reply within 24 hours that completely resolved my issue. It's a testament to this company's product that I've never had to contact customer support over the 3+ years since I've been a customer. I'm very glad to find that the customer support lives up to the products good reputation.