Spectrasonics license support, this is getting ridicolus!

[Goseba]

Lucky for some you, I bought all 3 products second hand back in November 2011, after a few e-mails back and forth I'm still waiting for the license team to transfer the license!! Coming up to 3 months since The request was put through and still no word! Gotta say I'm dissapointed and not what I expected from a company in high regard!

The thing is that the seller needs to make sure he has the permission to sell the liscense and pays the transferfee before he offers the software for sale. If he charged you before he even had the permission the fault is clearly on his side.

And the seller will have to have paid the transfer fees in advance too. Has this been confirmed.

[troxx]

Yeah the Seller was in contact with Spectrasonics, I've been in contact with Les at Spectrasonics, he's a good guy on the support team, but his hands are tied in terms of License transfers as it's a seperate department who deals with them and apparently they have been taking longer than usual. I'm just frustrated that I spent best part £450 on these products like 3 months ago and even tho I have them in my possession I am still can't register them to use properly!
All I can do is wait for some word from Spectrasonics, hopefully soon and just get it sorted, from reading these posts they really need to get back on the ball, I feel like a 2nd class customer cos' I purchased their products used from a user who no longer used the products.

[Caine123]

spectrasonics need to change this asap, this is really a bad side from them, or they should make their product NFR then instead of this crap.

i love their products and support normally but to read people waiting so long for license transfer is just ridiculous.

[Echoes in the Attic]

Unfortunately it's recurring theme. Two years ago I had the same situation with Omnisphere. They said then that they were going to improve their process of transferring licenses, however it keeps coming up. I don't buy for a second that it actually takes this long to make sure the sale is legit. If they had people working on finding out if a license transfer is legit for weeks, they'd go out of business just from salaries of people spending all that time investigating people.

I don't understand it. Their support is great in all other ways and they are good folks working there. They just REALLY don't like transfers.

[muLperi]

I'm still waiting to get my Stylus RMX license transfer "reviewed" whatever that means. It's about 3 months now.

[Brittlestem]

spectrasonics need to change this asap, this is really a bad side from them, .

There's been enough threads about this issue and enough posts from Eric on various forums to conclude that he must be aware of this issue but doesn't give a shit.
Apparently his Christian values don't extend to treating these customers with respect.

[spectrum]

Just wanted to give an update on this issue and clear up some of the info that's been posted here:

• We've taken care of this issue now with this buyer...he's all set to go with the products he purchased.

As usual, it was far more complicated than it seems from an internet thread like this. There's always more to it than how it first appears.

The seller actually stopped answering our emails, is gone on a long trip and is no longer in communication. We never did get a hold of him after multiple attempts.

Also, the seller sold products without a license transfer that he got for free and he had already agreed not to resell them in exchange for getting them for free. There were also confusing stories that the seller initially told us that complicated matters.

However......

• We took way too long to respond to the buyer

No one should have to wait 2 months for a reply on a license transfer from us. That's just poor service, and I'll be the first person to own up to that. We blew it.

The reasons for the delay are numerous, but primarily it's because we were really backed up with requests at the end of the year. That's no excuse for poor service though.

There's been enough threads about this issue and enough posts from Eric on various forums to conclude that he must be aware of this issue but doesn't give a shit. Apparently his Christian values don't extend to treating these customers with respect.

Your conclusion couldn't be further from the the truth and personal attacks are really not necessary.

• The backlog of all current License Transfer requests have now been processed and we are focused on improving our service.

Every customer is entitled to good communication and timely service from Spectrasonics....including License Transfers.

We've been working on long-term solutions for the problem of LTs taking so long, but this thread has made it clear that short term solutions are also needed.

So that's what we are working on this week. Making sure that we provide the best possible service to our users and finding some solutions we can apply immediately to ensure that these kinds of unnecessary delays don't happen again.

Thanks for your feedback.

spectrum
(aka: Eric Persing from Spectrasonics)

[danbroad]

I agree, the personal stuff will just get the thread locked. Eric, kudos for answering, being honest, holding dignity in the wake of the personal stuff, and the knowledge that you're always trying to improve your game. With licence transfers sorted as much as your products are, there'd be very little to pull Spectrasonics up for as a company.

Now, about RMX2....... ;-]