Hello All
Official Statement From SoundSpectrum
CONTACT AND SUPPORT
Our contact page and ticket system have been targeted by a spammer over the last couple of weeks and we have been flooded with spam tickets, hundreds a day. This has made it very difficult to parse through and find and respond to actual customer tickets, though we're doing our best to rectify the situation. If people are complaining in the forums about a lack of response from us I would really appreciate if you could pass this information on. To be clear, we are only being drowned in fake support tickets (much like how a denial of service attack works). No personal customer information has been accessed, no security has been breached.
UPDATES
We should have new beta releases available within the next few weeks for all of our titles.
Regards BTT
SoundSpectrum - Contact / Support / Updates Notice
Moderators: BTT, andy55, b.dwall, juxtiphi
SoundSpectrum - Contact / Support / Updates Notice
Last edited by BTT on Sun Jul 22, 2012 2:43 pm, edited 1 time in total.
well. here's a real issue then. not spam. thanks in advance.
"SoundSpectrum Support Ticket System
Welcome to the SoundSpectrum Support Ticket System. Your support ticket details appear below. Please use this page to see our response(s) to your inquiry and/or to add more information at any time. You will get an automated e-mail every time we respond to your inquiry.
Ticket Number: 52144
Subject: Sound Source - MAC
Status: Waiting for SoundSpectrum Response
Your Original Message:
I am using D-Jay software.. outputting through various outputs... my aeon is not responding.. either it works or it doesn't.. i bought it for a specific reason. i will be outputting visuals via HDMI from my macbook air and djing with the macbook screen and some USB hardware.
I appeared to be ideal.. but I dont get a full screen option on my secondary screen.. and the sound output selection is too limited. help? or give me back my money?
cheers
mick
SoundSpectrum Reply:
Hello Mick,
Thanks for writing to us.
Please note that Gold, Platinum, and free trial licenses for our software are for personal use only, and any public or commercial display is strictly forbidden without purchase of a commercial use license.
End User License Agreement:
- http://www.soundspectrum.com/legal/eula.html
We license our visualizers for live public display for a wide variety of commercial and non-profit uses, including performances, events, churches, night clubs, retail, and VJ's, among other things. Licensing terms and cost are based on the specific use involved, and commercial licenses are provided on a year-term basis. If you wish to use our software in performances that you do you will need to discuss purchase of a commercial use license with us.
Regards,
Paul Brower
SoundSpectrum, Inc.
www.soundspectrum.com
Your Reply:
That's all nice to know with regards to your commercial license, but it's in my own home, on my own tv.
Now, I don't mean to be trouble, but could you solve the technical issue at hand, or offer a refund. Thank you. Sorry if I was unclear.
Mick
Your Reply:
I'm coming across as rude here.. and I assure you I am not. What I appear to have is an under-developed app with many problems. I did pay for it.. so surely there is SOME recourse for me. Your rather uninformative first response didn't really help... now do I have to go blogging/rating/commenting on your product negatively or can you help?
Your Reply:
Mr Brower. Paul. Whoever is providing "service".
It seems you're more concerned with your licensing than your service. My issue has not been solved. Please respojnd - or I will take action.
Mick"
I'm sure now you have a ticket number you can solve my issue.
thanks guys.
Welcome to the SoundSpectrum Support Ticket System. Your support ticket details appear below. Please use this page to see our response(s) to your inquiry and/or to add more information at any time. You will get an automated e-mail every time we respond to your inquiry.
Ticket Number: 52144
Subject: Sound Source - MAC
Status: Waiting for SoundSpectrum Response
Your Original Message:
I am using D-Jay software.. outputting through various outputs... my aeon is not responding.. either it works or it doesn't.. i bought it for a specific reason. i will be outputting visuals via HDMI from my macbook air and djing with the macbook screen and some USB hardware.
I appeared to be ideal.. but I dont get a full screen option on my secondary screen.. and the sound output selection is too limited. help? or give me back my money?
cheers
mick
SoundSpectrum Reply:
Hello Mick,
Thanks for writing to us.
Please note that Gold, Platinum, and free trial licenses for our software are for personal use only, and any public or commercial display is strictly forbidden without purchase of a commercial use license.
End User License Agreement:
- http://www.soundspectrum.com/legal/eula.html
We license our visualizers for live public display for a wide variety of commercial and non-profit uses, including performances, events, churches, night clubs, retail, and VJ's, among other things. Licensing terms and cost are based on the specific use involved, and commercial licenses are provided on a year-term basis. If you wish to use our software in performances that you do you will need to discuss purchase of a commercial use license with us.
Regards,
Paul Brower
SoundSpectrum, Inc.
www.soundspectrum.com
Your Reply:
That's all nice to know with regards to your commercial license, but it's in my own home, on my own tv.
Now, I don't mean to be trouble, but could you solve the technical issue at hand, or offer a refund. Thank you. Sorry if I was unclear.
Mick
Your Reply:
I'm coming across as rude here.. and I assure you I am not. What I appear to have is an under-developed app with many problems. I did pay for it.. so surely there is SOME recourse for me. Your rather uninformative first response didn't really help... now do I have to go blogging/rating/commenting on your product negatively or can you help?
Your Reply:
Mr Brower. Paul. Whoever is providing "service".
It seems you're more concerned with your licensing than your service. My issue has not been solved. Please respojnd - or I will take action.
Mick"
I'm sure now you have a ticket number you can solve my issue.
thanks guys.
Mickod
and here we are 19 days later
NOT A WORD FROM ANYONE. if thats the kind of support you'd like from a company.. buy your products here. I would like a refund. PLease someone make it happen. this seems criminal
Mickod
i'll believe it when i see it.
20 days since my FORUM post. almost 40 days since my initial request (which was responded to with disdain and some rubbish about commercial use.
i will believe nothing you people tell me until my problem is either sorted or i have my money back.
michael
i will believe nothing you people tell me until my problem is either sorted or i have my money back.
michael
Mickod
Hello mickodd
Regards BTT
When I posted the above I forgot that it was a Friday, so SoundSpectrum being closed over the weekend means Monday will be the earliest they will be able to respond.BTT wrote:Hello mickodd
Just to let you know your post has been read - give me a few hours I'll try to get SoundSpectrum to respond.
Regards BTT
Last edited by BTT on Sat Jun 30, 2012 11:20 pm, edited 1 time in total.
Re: i'll believe it when i see it.
mickodd wrote:20 days since my FORUM post. almost 40 days since my initial request (which was responded to with disdain and some rubbish about commercial use.
i will believe nothing you people tell me until my problem is either sorted or i have my money back.
michael
Rubbish! Your original post suggests that you will be using Aeon in a live setting, i.e, a place where people gather like a club which is where D-jays do their thing so dont be upset because you got the commcial license spiel.
You want answers I get that but no one here has tried to mislead you or lie about anything. If you want your money back send SS a request for a refund simple as that.
hello. don't "rubbish!" me.
my original tech support query is pasted to this page.
"I am using D-Jay software.. outputting through various outputs... my aeon is not responding.. either it works or it doesn't.. i bought it for a specific reason. i will be outputting visuals via HDMI from my macbook air and djing with the macbook screen and some USB hardware.
I appeared to be ideal.. but I dont get a full screen option on my secondary screen.. and the sound output selection is too limited. help? or give me back my money? "
this is my original post.
no "live setting" specifically mentioned.
it is my home. with my friends. using d-jay. with my tv or projector. using software that is advertised to do certain things.
your software does not work. your support was not helpful.
mick
my original tech support query is pasted to this page.
"I am using D-Jay software.. outputting through various outputs... my aeon is not responding.. either it works or it doesn't.. i bought it for a specific reason. i will be outputting visuals via HDMI from my macbook air and djing with the macbook screen and some USB hardware.
I appeared to be ideal.. but I dont get a full screen option on my secondary screen.. and the sound output selection is too limited. help? or give me back my money? "
this is my original post.
no "live setting" specifically mentioned.
it is my home. with my friends. using d-jay. with my tv or projector. using software that is advertised to do certain things.
your software does not work. your support was not helpful.
mick
Mickod
yeah I read your post , it could suggest that you are a D-jay and in most cases D-jays do their thing in a live settiing so dont get all snippy, no one here has anything to do with the development or refund aspects of SS. we just try and help people sort things out. You know people can get the wrong idea from reading posts in a forum. It seems BTT has done so. no big deal.mickodd wrote:
no "live setting" specifically mentioned.
it is my home. with my friends. using d-jay. with my tv or projector. using software that is advertised to do certain things.
your software does not work. your support was not helpful.
mick
here are the advertised features for Aeon
Features
Support for both Windows XP/Vista/7 and Mac OS X
SoundSpectrum's advanced hardware-accelerated rendering engine
Unlimited expandability; create and control your own visuals
Easy to use on-screen menus for control and customization
Extensive library of additional and exclusive visuals
V-Bar: watch Aeon while working in other apps
Album cover art and track titles
One year of free updates
Aeon Screen Saver
Support for multiple media players
Standalone application: visualize CDs, internet radio, aux inputs, mic audio
-----------------------------------------------------------------------------
they advertise unlimeted expandability, because if you have a mind to you can create "scipts" that will give you myriad options but I also know there are some options that can only be accessed by buying a commercial licence. like creating your own logo for display in Aeon.
Maybe they need to rewrite the info to be more succinct so there is no confusion about what can and cannot be done in Aeon without a commercial license. In fact I will have BTT ask SS if they can add a paragraph about the commercial options in order to clarify things a bit more.
like I said ask for your money back and dont get mad at us, we all volunteer here and we are trying to make you happy even if it doesnt seem it.