No License, No Tech Support??

wighty

D/l'd and paid for JVPT16- 2014 update and VIP license a few hours ago, but no license email was received. Also tried the Download my license feature, but that resulted in an error message that asked me to contact Tech Support.

Tried to send a message to Tech Support, but got this reply:

: stream_socket_client() : unable to connect to smtpcorp.com (Connection timed out) (Transport/StreamBuffer.php)

So now, I trying to get someone's attention through the forum....

Please send my 2014 License. Thank you,

Mike Z

leonardo

Wighty wrote
D/l'd and paid for JVPT16- 2014 update and VIP license a few hours ago, but no license email was received. Also tried the Download my license feature, but that resulted in an error message that asked me to contact Tech Support.

Tried to send a message to Tech Support, but got this reply:

: stream_socket_client() : unable to connect to smtpcorp.com (Connection timed out) (Transport/StreamBuffer.php)

So now, I trying to get someone's attention through the forum....

Please send my 2014 License. Thank you,

Mike Z

Did you used this: http://www.macecraft.com/kayako/index.php?/Knowledgebase/Article/View/113/3/i-have-not-received-my-license-what-to-do

wighty

Yes, that was my second attempt to get a license. It failed. While the "support" link in that "What to do" link appears to be functional, it all "goes south" when you try to submit your message to tech support. It produced the error message I cut & pasted into my initial comment in this topic.

I've tried two different Tech Support links and both produce an error when I submit the text of my support message. Something is broke in the Tech Support messaging system.

I have also sent the same license request to info@macecraft.com and will give them a couple days to respond. If I do not get a license by 11/8/13 I'll dispute my PayPal charges.

I'm not getting a good vibe about this. I read here that others are having this problem, unsettling comments about performance issues with the 2014 version, and then some suggestion that the program's author may no longer be associated with macecraft?

I've been using JV16 PT since ~2009 and can't recall having this problem before or the inability to contact tech support. It just doesn't feel right...

leonardo

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redseujac

Wighty wrote
... and then some suggestion that the program's author may no longer be associated with macecraft?

The original developer, jv16, is surely still there in the company!! A couple of members - who didn't know what they were saying - have made wrongfully that suggestion. Why? I'm blowed if I know.

Just to feel confident about this, read this post of th develeoper himself.

He wrote:

And by the way, as redseujac pointed out, I, the original developer of RegCleaner, have not left the company. I started this company and I am, of course, still here :)

wighty

Yes I am aware of JV16 PT's 60 trial period, but PayPal's dispute action period is somewhat shorter than 60 days. I can be patient, but not for 60 days.

Even though I put little stock in the "author leaving the company" comment, I am more concerned that the tech support server problem has not been acknowledged by Macecraft here (I can't be the first person to have gotten that error, can I??). The Tech Support links are the users only direct connection to company technical help - not that the forum isn't helpful, it is and I appreciate the replies to this topic.

sandrat

You're not alone. I'm experiencing this exact, and uncomfortable, position.

I would expect in 2013 that a license would be forth coming minutes after paying for it.

60 day trial has *nothing* to do with receiving a license. Personally, if one isn't received within 7 days, which is snail mail garbage, I'll charge it back on PayPal.

Seriously folks, get with the program.

vajras

Ditto error with trying to submit to tech support today.

No answer/email reply since October 23. Bit worrying

leonardo

vajras wrote
Ditto error with trying to submit to tech support today.

No answer/email reply since October 23. Bit worrying

I fully agree. I have send already a private message to both jv16 and Veera(staff) about this issue.

wighty

I fully agree. I have send already a private message to both jv16 and Veera(staff) about this issue.

Thank you for your assistance. I'm still surprised that it seems Macecraft is unaware of the tech support message system.

billg

I have experienced all these problems, and to add insult to injury have now received an email with the subject line "We have now resent your license" with not license file attached. Have replied to that and received zero response.

This is awful service.

deleoterio

Same with me.

I'm a customer for several years and prefer to believe that it's a one time glitch.

reuben

I too am experiencing this problem.

Do they not want business???

rayh

Add me to the growing numbers of folks that are feeling ripped off. What a sad way to end a great product. :(

I too have not received a license.. cannot download it from the help menu in jv16PT 2014... and am getting the same error that everyone else is getting when I try to contact support.

connieb

Bought jv16PT 2 days ago. Still waiting for license. Had this same problem with Macecraft before. Don't know why they're so slow at sending licenses.

wighty

Ok I've tried all methods of communication (short of snail mail), and given Macecraft sufficient time to get a license to me. Even if there is some technical issue involved, I would think they could at least have shared that information here in this topic letting the people who have not received a license know "what's up".

It's time to get my money back via a PayPal dispute - pushing JV2014 to the curb and staying with my licensed 2012 version. How disappointing...

wighty

Just initiated my PayPal dispute - they send an email (that you write about the problem) to info@macecraft.com, which is interesting because I sent an email to that address on 11/02/13 and haven't even had the courtesy of a confirmation or a "we're working on it" reply.

FWIW, after 1 day (but within 20 days) you must take action at PayPal to escalate that dispute to a claim to initiate the refund process

Again, I'm very disappointed (and confused) by the absence of any Macecraft response to this problem (no license and the broken Tech Support contact system) and this entire experience...

deleoterio

Yesterday they sent me an empty (!?) e-mail with the subject "We have now resent your license".

Well, no link, no attached file, no licence...

But, I'm still confident. As I said before, I do business with then since 2009 or earlier and never had any reason for complaints.

sandrat

Yeah. Pretty ridiculous. I remember a time *before* Macecraft bought out jv16 when support was swift.

After 3 days I received an email with the subject line "We have now resent your license." The only problem is the body was empty. I've replied telling them as such but after 2 days have heard nothing. Pretty much ready to pull the plug. There is no reason in the 21st century that a license email isn't instantaneous.

wighty

FWIW, I'm escalating my PayPal dispute to a Claim today as I no longer wish to have a license for a product that has a unreachable tech support group with a broken licensing distribution system. Especially when there are people experiencing problems with the 2014 version and no answers are being provided.

This is not the Macecraft that I knew from 2009 - 2012. Something's going on, and nobody's talking...

As a matter of curiosity has anyone else initiated a PayPal dispute to refund their JV16 PT 2014 user fee?