License problems quidance needed

billy_jay

Yesterday I got an email from Macecraft with a special offer for Platinum VIP Service. it said it offered:

--- You will get VIP customer support (your questions and problems will be fixed before anyone else's) and more than that, we will store your license file and resend it to you whenever you need it, free of charge. And all this also includes unlimited access to all the future releases of jv16 PowerTools! You can upgrade to PowerTools 2009 (if you don't already have it), 2010, 2011 and so on, without ever paying any upgrade fees again, if you get our Platinum VIP service. ---

I bought it and paid GBP 22.15, uninstalled my old jv16PT and installed jv16 PT 2009. It now says I only have a trial license. When I direct it to the license I was sent and have on my desktop it says that license is only for VIP service and does not license me to use the program.

Surely I did not pay all that money for tech support I might never need (I've never used it in past years).

I have tried emailing support and tried live chat but there is no response.

Can anyone help, please?

dinny

I'm very interested in this as I also purchased that item though so far I have not needed to use it.

moriarty

I had exactly the same problem and after a very useful on line chat with a tech guy called Steve I was sent a new license file via email which worked fine for me.

billy_jay

Well, after 48 hours and about five different licenses I finally have one that says the program is registered to me and the trial period thing has disappeared. However I've had no luck getting the VIP package to work. I've had messages from support telling me to make a small change to my license then it should open up as Platinum jv16 PT. No such luck. It just opens as normal and when I click on the "Live Support - Online" button I get the message:

"The live chat feature is available only for users who have purchased VIP package!"

Hopefully I'll never need it, and going back over the past couple of days I wish I had either just stuck with the 2007 edition I was running or paid the very small upgrade fee for 2009. I thought it would be nice to give a bit more support to a program I frequently use but I'll know better next time - except there should not be a next time 'cos what I paid for is supposed to cover all upgrades, new releases to infinity and beyond! :

moriarty

when I click on the "Live Support - Online" button I get the message:

"The live chat feature is available only for users who have purchased VIP package!"

This happened to me as well, but I did get into Live Chat via Help/Live Support.

sydney98

Same thing happened to me. I logged into Live Chat and nobody answered. I sent an e-mail to Veera Peltonen 3 days ago but she hasn't answered.

So I uninstalled the 2009 version and re-installed 2008.

I will take the financial loss and I will know better the next time.

moriarty

Why should you take the financial loss, you've paid for the upgrade and should insist on getting a working license.

cybernut

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dinny

I have just uninstalled the latest jv16 2009, re-installed it and the Platinum just will not work,

it will recognise the RegSupreme licence key and of course its own, but not the Platinum.

Its very obvious there is a problem with it so therefore it would need looking into.

Come on Macecraft, please get this sorted, after all, we all paid for the thing, or simply give me (and no doubt us)

our money back.

I also sent in an email with no reply.

moriarty

I don 't think they really understand the problem that exists. As I said in an earlier post i had exactly the same problem with Jv16 not accepting the license file sent to me.

After a rather long on-line chat with tech guy steve I managed to get over the point that after responding to the email offer, paying for the Platinum VIP upgrade, and receiving the 'new VIP license' it did not work. Steve suggested various things for me to try but none of them would cause the license to be accepted and eventually he decided to email a new VIP license to me. This duly arrived within minutes, was installed, and Jv16 Platinum was up and running OK.

It clearly suggests that the VIP licenses being emailed out after responding to the email offer are faulty/corrupt, and they are probably aware of this. All I can suggest is that if you have a license that does not work then persist with them until you get a result, but make sure that they know exactly what your problem is. Incidentally during the chat session I gave steve the license serial number of the so called VIP license and this may have helped with the diagnosis

billy_jay

Sydney98 wrote I will take the financial loss and I will know better the next time.

Wow! You must be rich. Did you pay the same amount as me? Mine cost GBP 22.15 which converts into quite a few beers that I can ill afford to lose.

I'm still a bit upset that I have not fully received what I paid for in that the VIP Platinum is not installed. One support helper said it should open up labelled JV16 Power Tools Platinum edition when the license worked correctly. I am happy with the new 2009 edition which seems to be working very well so far and it does seem a bit faster than the 2007 edition I was using.

sydney98

Billy_Jay - when you write to someone about your problem and they don't reply, where do you turn to?

I am far from rich and I have been a customer of jv16PT for ages but they don't seem to care.

Should I report them to the Better Business Bureau?

billy_jay

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pcguy

Geez I haev PT 2007 and was thinking of taking out a platinum membership but thankfully I read the horror stories here in the forums about licensing issues. Think I will save my money and stick with PT2007.

billy_jay

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jv16

Lets continue this here:

http://www.macecraft.com/phpBB3/viewtopic.php?f=21&t=3845&start=15

(No need for two topics about the same issue)