No Response to Webform Submission

cousintim

I submitted a question about upgrading my license via the Zendesk "Submit a Request" webform on your website. It's been about 10 days and I have not received a reply. How do I get a response?

mihaibarbulescu

cousintim wrote
I submitted a question about upgrading my license via the Zendesk "Submit a Request" webform on your website. It's been about 10 days and I have not received a reply. How do I get a response?

Please provide me with your ticket number. I will make sure that your support request is addressed promptly.

cousintim

I received a confirmation message, but no ticket number was assigned after my submission.

Can't you find it by name (First name Tim), my email address (username is the same as my name here) and the approximate submission date (March 30)?

mihaibarbulescu

cousintim wrote
I received a confirmation message, but no ticket number was assigned after my submission.

Can't you find it by name (First name Tim), my email address (username is the same as my name here) and the approximate submission date (March 30)?

Hi Tim,

I have managed to identify the ticket using the details provided here and replied in detail. For reference, your ticket number is 2857.

For the record, to obtain the price for old customers, while on the Buy Now (checkout) page, simply select the Upgrade option from the online store's product selection box, or use the following shortcut link: https://www.macecraft.com/upgrade-ptx/https://www.macecraft.com/upgrade-ptx/

To benefit from the old customer special price, you need to use the same email address that you used to license our product in the past. Currently, you contacted our support from a similar but different email address.

Do not hesitate to let me know if you have any further questions or concerns on this topic by replying to the support ticket. This helps us to keep things organized, depending on the priority of our support requests (VIP and Platinum VIP customers get priority support), while generic sales inquiries like this one may sometimes receive a delayed reply, due to the volume of requests that we receive.

I hope this helps!

cousintim

Thank you for your reply and your help finding my ticket. I don't how to respond using the ticket number.

As I mentioned in my email, my issue is that I have already purchased PT X. I clicked on the link you provided. Unless I'm missing something, it requires me to AGAIN purchase PT X and doesn't reflect any (50%?) discount for the Platinum lifetime license. It is very frustrating that this process is seemingly impossible.

Again, as I mentioned in my email, I have used your products from almost the beginning and been a paid customer for many years. Please respond directly by email to my address on file with how I can simply and most cost-effectively upgrade my existing license to Platinum, without paying for another PT X license. I feel like I've earned a bit of special attention and help with this.

Thank you.

cousintim

It's been a week and still no reply. Is it unrealistic to expect a personal reply to my email to the specific issue detailed in my submission? I've been using your products for at least 15 years.

mihaibarbulescu

cousintim wrote
Thank you for your reply and your help finding my ticket. I don't how to respond using the ticket number.

No problem and sorry for the delayed turn-around on the forum. In order to reply to a support ticket or to a reply received from us as part of a support ticket, you can click on the link provided in the email to open a new web page and read the contents of the ticket. Alternatively, you can simply reply to the email received and our system will automatically turn your reply into a support ticket part for us to see and manage accordingly.

cousintim wrote
As I mentioned in my email, my issue is that I have already purchased PT X..

I checked your license status with us. Your last license purchase was made in summer 2013, meaning that your license to use our software has expired for almost 2 years now.

cousintim wrote
I clicked on the link you provided. Unless I'm missing something, it requires me to AGAIN purchase PT X and doesn't reflect any (50%?) discount for the Platinum lifetime license. It is very frustrating that this process is seemingly impossible.

In order to purchase a lifetime license, you would naturally have to purchase a yearly software license (minimum requirement to use the latest version of our software product and receive updates) as well as a Platinum VIP license extra, which entitles you to free, lifetime upgrades and updates to any minor or major version that we will ever release.

At the moment, the best offer that we can make for such a base license + lifetime upgrades is a 50% discount on the entire amount of your checkout. To take this offer, visit this URL and make sure to checkout using PayPal: https://www.macecraft.com/?discount=5050https://www.macecraft.com/?discount=5050

cousintim wrote
Again, as I mentioned in my email, I have used your products from almost the beginning and been a paid customer for many years. Please respond directly by email to my address on file with how I can simply and most cost-effectively upgrade my existing license to Platinum, without paying for another PT X license. I feel like I've earned a bit of special attention and help with this.

If for some reason you wish to stick with yearly licensing and not take the Platinum VIP 50% off at this time, then the price for jv16 PowerTools X upgrade license for old customers is $5.95 USD. The price for the upgrade license with VIP option (priority support for 12 months) is $11.90.

The total price is always listed in both our order confirmation page, as well as in the payment page.

To obtain the price for old customers, while on the Buy Now (checkout) page, simply select the Upgrade option from the online store's product selection box, or use the following shortcut link: https://www.macecraft.com/upgrade-ptx/

Nota bene:

To benefit from the old customer special price, you would have to use the email address that you used to license our product in the past.

Please let me know if you have any further questions or concerns on this topic.

cousintim

Your reply has only made me more frustrated. I really wonder if you want me as a customer.

I never received an email reply to my submission, so it is impossible for me to use the alleged support link, or even reply to an email that I never received.

ME: "As I mentioned in my email, my issue is that I have already purchased PT X" FACT

YOU: "Your last license purchase was made in summer 2013, meaning that your license to use our software has expired for almost 2 years now." FALSE

Whatever "status" you checked is wrong. I purchased PT X in May of 2015. Text of that purchase confirmation email copied below.

MACECRAFT: "Hello, Thank you for your order! Your license is now ready. Please download and install the trial version of jv16 PowerTools X, open its My Account tool and enter your name and email address there. It will automatically download and install your license and converts the trial version to the full version."

Why are you unable to personally respond to my email on file? Why can't you provide me with an email address of someone in your company who can resolve this directly? Why are you treating a user and customer for over 15 years so poorly?

If you are unable or unwilling to answer these questions, why can't you send me a link, preferably to my email on file, offering a 50% discount on the lifetime license ONLY, which I believe should be net $19.95? If that is not possible, upgrade my license to Lifetime, send me a confirmation and then send me an invoice for $19.95 via PayPal. I've trusted you for over 15 years, you can certainly trust me now.

Heck, for all this hassle and abuse, you should just upgrade my license to Lifetime for free, with the hope that I continue to recommend your products. I'm a sales manager for an international software and SaaS provider. If we treated a customer as badly as I've been treated, we would offer a personal apology and a proportional remedy.

mihaibarbulescu

cousintim wrote
Your reply has only made me more frustrated. I really wonder if you want me as a customer.

I am sorry that you feel that way. For a summary, please see the end of this reply and confirm your new Platinum VIP license status with us as a courtesy on our behalf for the fuss caused.

cousintim wrote
I never received an email reply to my submission, so it is impossible for me to use the alleged support link, or even reply to an email that I never received.

This may be caused by Gmail's very aggressive spam filter and the relation between them and the technical support platform that we use to deliver our messages to customers. Please make sure that you check your Spam folder just in case and mark our support email address as a safe sender / add to contacts.

cousintim wrote
As I mentioned in my email, my issue is that I have already purchased PT X. Whatever "status" you checked is wrong. I purchased PT X in May of 2015. Text of that purchase confirmation email copied below.

I am sorry for the error in my previous search. It seems that you have indeed purchased a license on 06.05.2015 (jv16 PowerTools X for old customers Personal use).

Unfortunately, we do not currently sell Platinum VIP lifetime licenses separated from the main product license. If your license has expired or is close to expiry, you can simply renew for another year and add your Platinum VIP lifetime license as an addon. Once we release jv16 PowerTools 2016, we will also introduce our new online shop which will offer a more robust checkout experience as well as the option to subscribe to a recurring licensing model that can be automatically renewed at your preferred billing intervals.

cousintim wrote
Heck, for all this hassle and abuse, you should just upgrade my license to Lifetime for free

Done. I just generated a new order in our system which includes jv16 PowerTools X and the Platinum VIP (lifetime license) to use our software product and any future updates or upgrades, free of charge, for Personal use. Please follow these steps for easy manual activation of your registered jv16 PowerTools:

Step 1: Follow the link https://www.macecraft.com/my-license/https://www.macecraft.com/my-license/ to view your license status and activation info.

Step 2: Download your license key file.

Important: do not open the file in your browser, simply download it. It is sufficient for jv16 PowerTools to detect your key file on disk in order to validate your license.

Step 3: Open jv16 PowerTools X and go to My Account on the left side of the window, type in your name and email address if needed and use "Manually add license". Select to open the .xbin file from your Downloads folder.

jv16 PowerTools X will prompt to restart now having added your license information and once it is running again it will show at the bottom of the window your name and license status as confirmation. Also, once this has been done, the My Account section will now show your complete license information.

For a more detailed step by step guide, please refer to our online Quick Start Guide https://www.macecraft.com/jv16-powertools-quick-start-guide/https://www.macecraft.com/jv16-powertools-quick-start-guide/

Let me know if you face any further trouble in activating the product and I hope you will get the chance to recommend us in the future as you have most likely done in the past.

cousintim

Lifetime license received, downloaded, added and appreciated. Thank you for making things right.

jv16

Glad to hear everything sorted out! 8)