platinum

kenh · Post by **kenh** » Fri Nov 18, 2005 9:52 am

I purchased Platinum 24 hours ago and have not yet recieved a key code..is this normally the sort of time one has to wait ?

chkman · Post by **chkman** » Fri Nov 18, 2005 11:42 am

Not having good luck?

Good that you purchased.

You should get it via email within minutes. Are you using Outlook? You might want to create a rule for SoundSpectrum. Or check your deleted or junk mail folders. It may have been confused with spam.

kenh · Post by **kenh** » Fri Nov 18, 2005 12:21 pm

There seems to be an awful lot of confusion here..The Email I recieved mentioned Platinum and then Quoted my old key code saying that it had expired..back to square one..I tried emailing them direct but to no avail..Heres hoping That this is sorted out very rapidly......

chkman · Post by **chkman** » Fri Nov 18, 2005 1:26 pm

I hope so too.

Rule #1 of business is keep the customer happy.

Maybe it's a bug in the ordering system. Did you try to download with that key since you re-purchased?

kenh · Post by **kenh** » Fri Nov 18, 2005 1:30 pm

Yes I did..it just laughed at me !

Post by **keycompton** » Fri Nov 18, 2005 6:27 pm

kenh wrote:There seems to be an awful lot of confusion here..The Email I recieved mentioned Platinum and then Quoted my old key code saying that it had expired..back to square one..I tried emailing them direct but to no avail..Heres hoping That this is sorted out very rapidly......

Hi Kenh,

I am the one that has corresponded with you from SoundSpectrum. As I explained by email, we only provide access to our software downloads and updates for one year from purchase date and thereafter require a renewal (which we provide at a discount) for continued access to new updates.

It is expected that customers maintain a back-up of their applications in the event of a crash. This is especially important if you don't intend to renew, since access to downloads from our web site is limited to one year. For us to provide download support beyond what we already provide would be a significant administrative task.

We do send emails to all users prior to their license code expiration and we provide a full month grace period for users to take advantage of our discounted renewal offer. We also email users prior to the expiration of grace period, just in case they missed our first email and the renewal offer. After this, users can always purchase a new license if they decide they want to download new versions.

We are continually developing new releases and features, as well as providing personalized customer support (both web-based and by email). This level of service and development requires continued support from our customers and our hope is that you and others will continue enjoy our products year after year.

kenh wrote:I purchased Platinum 24 hours ago and have not yet recieved a key code..is this normally the sort of time one has to wait ?

Kenh - To the best of my knowledge, our systems do not show any recent transactions associated with your account (only your original purchase from 2004 which is 18 months old at this point).

Please note that if you have recently purchased or renewed, you should receive (within minutes) both a transaction receipt (either from SoundSpectrum or PayPal, depending upon your purchase method) and a license code email with download instructions. If you do not receive these emails, then please email us and let us know your name, email address, time/date of transaction, and any other relevant details.

Regards,
Key