KVR Audio

yul · Post by **yul** » Thu Nov 19, 2015 8:09 pm

Hello! I bought a boxed version of a piece of software about 10 years ago at a store.

I had registered this product in order to receive updates. I latter purchased the major upgrade about 6 years ago.

Now I do not have the original serial/registration info at hand (it is warehoused in another location).

I am trying to obtain the latest update via my registration email for which I had recently received a notification.

the update link asks me to submit all my registration info in order for me to obtain the update which I do not have.

I have written to the company and their response is that it is their policy.

I really feel like they have no interest in supporting me anymore because I have not bought anything else from them since.

Now I cannot really use this software anymore because the company is not recognizing me as a customer even though we are communicating via the original registered email adress.

Is this normal?

Thanks

Googly Smythe · Post by **Googly Smythe** » Thu Nov 19, 2015 8:24 pm

Software companies' paranoia knows no bounds these days.
You have my sympathy. You'll just have to jump through their hoops.

Numanoid · Post by **Numanoid** » Thu Nov 19, 2015 8:35 pm

yul wrote:Now I do not have the original serial/registration info at hand (it is warehoused in another location).

But you have it backed-up, so you will be able to prove your case when you get the product out from storage.

yul · Post by **yul** » Thu Nov 19, 2015 10:41 pm

All I have are the original CD's with the serial written with a marker. Will that get me out of trouble?

VariKusBrainZ · Post by **VariKusBrainZ** » Thu Nov 19, 2015 10:50 pm

I had the same problem with Virsyn.....only they completely ignored my emails.
Like a fool I re bought the same software only to discover it was now buggy

yul · Post by **yul** » Thu Nov 19, 2015 11:16 pm

So is this a normal scenario? What happens in this case with other companies? Once the software has been registered under my name how can the company ask me for proof after all this time?

chk071 · Post by **chk071** » Thu Nov 19, 2015 11:25 pm

yul wrote: I have written to the company and their response is that it is their policy.

Just that?

jeffb01 · Post by **jeffb01** » Fri Nov 20, 2015 3:03 am

You should tell us the name of the company so we can know not to support them.

yul · Post by **yul** » Fri Nov 20, 2015 3:12 am

Hi I do not want to give out the name just yet as I am still hoping to set this straight.

Would anyone tell me if this is normal behaviour? It never happened before..

Thanks,

Googly Smythe · Post by **Googly Smythe** » Fri Nov 20, 2015 3:46 am

All devs are different - if we knew who they are maybe we could give more specific responses. This may be normal for them now. In 6 years they may have changed their procedures - like Waves just have. http://www.kvraudio.com/forum/viewtopic.php?p=6302756

JurijPopotnig · Post by **JurijPopotnig** » Fri Nov 20, 2015 2:37 pm

yul wrote:Hi I do not want to give out the name just yet as I am still hoping to set this straight.

Would anyone tell me if this is normal behaviour? It never happened before..

Thanks,

If they had an idea of marketing they wouldn't want a bad review. No, it's not normal from a holistic, healthy business point of view.

chk071 · Post by **chk071** » Fri Nov 20, 2015 3:11 pm

Really need more input here, doesn't make sense at all to me. How was the purchase process? How do you get to download updates? And did they really sent you a one-liner as a response to your support mail? The easiest would be really to just name the company. And no, this is not the standard behavior, as you probably well know yourself, unless this was the first online or software purchase in your life.

Numanoid · Post by **Numanoid** » Sat Nov 21, 2015 8:44 pm

yul wrote:the update link asks me to submit all my registration info in order for me to obtain the update which I do not have.

Can you specify a bit more what this entails?

I can understand your frustation, but without knowing all the details, it is impossible really to say if it is legit or not

Hank the Knife · Post by **Hank the Knife** » Sun Nov 22, 2015 1:00 pm

Well.. let's say I'm a junkie and the price of my dope tripled since yesterday.. I'd call that bad service. Hope this helps. By the way: supplying dope is usually an illegal service. There you go.

flugel45 · Post by **flugel45** » Sun Nov 22, 2015 5:42 pm

yul wrote:So is this a normal scenario? What happens in this case with other companies? Once the software has been registered under my name how can the company ask me for proof after all this time?

It's possible that sometime in the ten years they've moved to a different server/support system. Your details may have gotten lost, so they want proof of your original purchase.

I'm guessing, of course. Something similar happened to me -- a couple of times, in fact -- and bottom line, you're at their mercy if you can't produce the proof. In one case, I couldn't. They said too bad, and cited, "It's our policy". So I don't do business with them anymore. The other dev took my word for it, and updated my account. I try to repay that trust by continuing to be a loyal customer.

Am I being kicked out as a customer? Is this bad service or legitimate?