FAW Circle - EULA

[mcnelson]

Been a circle user for a couple of years - lovely synth, only have good things to say about it.

However, since upgrading to a new laptop a couple of months ago, I haven't been able to get it activated. I submitted a support ticket 5 weeks ago, and despite numerous chasers, they don't seem to give a crap: "The instructions we provided should have worked" is their mantra.

So I took a look at the EULA and was very surprised to discover this:

FAW does not provide technical support or remedies for the Software.

So, if you spend your hard earned money on Circle and it doesn't work for you, FAW don't actually have to help you at all. In fact, via the EULA it provides no warranties as to the software at all!

Does everyone do this? If so, do they publish EULA's so you can read them before you spend your hard earned cash on their products, which they're not legally obliged to support for you?

I know it makes zero business sense to not support a product, but it's clear that FAW's idea of customer service is severely lacking - and there's nothing I can do about it, except vote with my wallet, bang on to you guys, and read EULA's more thoroughly.

[ariston]

Wow, that's weird. Maybe something got lost in translation?

Anyway, if that's true, I'm glad I never pulled the trigger on Circle, even though I enjoyed the demo. It's not often I need customer support, but when I do, I've been lucky enough to deal with the right guys (U-He, PSP, GForce f.e.).

Thanks for relaying your experience, and condolences; I hope you (or they) can solve it soon!

[Numanoid]

New laptop?: Did you change OS when changing laptop ?

"The instructions we provided should have worked" is their mantra.

Could it be a 64 bit problem? I see from FAW site that that isn't out for Windows yet:

64 Bit ready on OSX, with Windows coming soon

[mcnelson]

No, didn't change OS. The activation mechanism for Circle has always been hit & miss on Windows for me, most of the times I've had to activate using the offline method - but it's never been activated on more than 2 laptops - the old one and the new one. HDD changes, yes (upgrades to SSD, etc) but never OS changes, and because they're laptops, never hardware changes (aside from the HDD).

From what I gather, it's the network hardware that the activation code is tied to, which makes my problem even more infuriating as it's never been activated on that hardware, yet every activation attempt ends up with an "Activation code in use" message. And the technical support is basically "well it should work".

I checked an Audio Damage EULA, and it basically says that they warrant the product to work as documented - so there's some kind of warranty there - but I can find no such warranties in the Circle EULA.

So this is what made me think - without being privy to the EULA beforehand - if I buy a plugin, go to install it and then read in the EULA that the developer doesn't provide any warranty or any technical support (as FAW), can I get a refund without a fight - by saying that the EULA isn't agreeable? Also providing it's within a reasonable time of course.

NMG

[chk071]

However, since upgrading to a new laptop a couple of months ago, I haven't been able to get it activated. I submitted a support ticket 5 weeks ago, and despite numerous chasers, they don't seem to give a crap: "The instructions we provided should have worked" is their mantra.

So I took a look at the EULA and was very surprised to discover this:

FAW does not provide technical support or remedies for the Software.

Why do they have a support, and you can contact it, when they state that they won't do support? Can you maybe quote the whole support conversation with them?

[Numanoid]

From what I gather, it's the network hardware that the activation code is tied to, which makes my problem even more infuriating as it's never been activated on that hardware, yet every activation attempt ends up with an "Activation code in use" message. And the technical support is basically "well it should work".

Yes, I see now the process in the guide, page 10-11: http://www.futureaudioworkshop.com/cont ... -guide.pdf

But I see some users selling FAW Circle second-hand, so I guess they must have managed to untie the registration from the online database?

I'm just saying that it should be solvable.

Obviously this is a problem that FAW want to fix, as everybody is gonna want changing or upgrading at one point, and then need their plugs also to work on the new system.

[Numanoid]

Why do they have a support, and you can contact it, when they state that they won't do support? Can you maybe quote the whole support conversation with them?

The EULA contradicts what is stated in the set up guide (page 89), which is:

Every now and then you may need help on a certain problem, encounter an
issue with Circle or your system that you would like solved, or have a query
that you would like answered.

1) Visit the Circle Support Section at www.futureaudioworkshop.com/circle/
support. Here you will find answers and FAQ's on many different subjects
related to Circle.

2) If you were unable to find a specific answer to your query in the support
section of the Future Audio Workshop site, visit the online forums at
www.futureaudioworkshop.com/forums and use the provided search func-
tion to see if your query has been discussed and answered previously.

3) Contact support@futureaudioworkshop.com
with a description of the question or query you would like answered

EDIT: Correct forum link is here: http://www.futureaudioworkshop.com/betaforums/

[VariKusBrainZ]

I had the same problem but cant frigging remember how I sorted it.
I think it was just persistance!
No reply from FAW support

[ezelkow1]

uggh, didnt realize until now it was tied to the network adapter, very lame. Guess that explains why now I have to reactivate it again since my wifi adapter decided to die and I replaced it, or had to reactivate any time I swithced adapters/bridged network setups, etc.

[ew]

I had the same problem- in my case, I'd exceeded the number of authorizations due to reformats and new systems. Between sending a PM to Gavin and writing support@futureaudioworkshop.com, I finally got it sorted out.

ew

[mcnelson]

I had the same problem- in my case, I'd exceeded the number of authorizations due to reformats and new systems. Between sending a PM to Gavin and writing support@futureaudioworkshop.com, I finally got it sorted out.

ew

...and this is probably what I need too - but they're just not interested. Sending emails to support@futureaudioworkshop - and even an email to info@futureaudioworkshop to ask them to answer their support emails, which they were and still are clearly ignoring - my last email from four days ago remains unanswered, which I followed up today.

Great synth. Terrible customer service.

[mcnelson]

However, since upgrading to a new laptop a couple of months ago, I haven't been able to get it activated. I submitted a support ticket 5 weeks ago, and despite numerous chasers, they don't seem to give a crap: "The instructions we provided should have worked" is their mantra.

So I took a look at the EULA and was very surprised to discover this:

FAW does not provide technical support or remedies for the Software.

Why do they have a support, and you can contact it, when they state that they won't do support? Can you maybe quote the whole support conversation with them?

Just to be clear - they never stated that they don't do support - rather, this is what is found when you read the EULA. It doesn't matter what their website says, you, me and FAW are bound by the terms of the EULA. If you don't agree with those terms then you simply don't accept them, and cannot install the product - hence my question - it's only when you purchase a piece of software that you are exposed to the EULA - so if you don't accept the EULA (as who want's to buy software which is without warranty or support, governed by the EULA?), is it easy enough to seek a refund, in an acceptable timeframe, from the retailer?

I'm curious, as now I'm going to be reading every EULA like a hawk

NMG

[Numanoid]

Great synth. Terrible customer service.

I could take it off your hands for let's say $25

Save you all the trouble with support

(you can't blame a guy for trying, eh )

[aquar]

Been a circle user for a couple of years - lovely synth, only have good things to say about it.

However, since upgrading to a new laptop a couple of months ago, I haven't been able to get it activated. I submitted a support ticket 5 weeks ago, and despite numerous chasers, they don't seem to give a crap: "The instructions we provided should have worked" is their mantra.

Yet another case of a Developer quick to take a users cash but very slow to activate once the transaction has taken place. (5 fuckin weeks?)

This seems to happen rather a lot these days.

Worst thing is Kvr will probably delete this thread before you get a resolution.
And the World will still turn.

[GaryG]

Maybe it's a legal get-out-of-jail-card so to speak. They obviously do support Circle but if things got hairy and they couldn't sort your problem out then they've this clause to fall back on..?