Discovery synthesizer

[BBFG#]

Done now. No longer interested.

[discoDSP]

I understand that you may have changed your mind about. If you have any other questions or concerns in the future, please do not hesitate to reach out to our support team for assistance. We are always here to help and answer any questions you may have.

Thank you for considering our products and services. We hope to have the opportunity to serve you in the future.

[Teksonik]

I first purchased Discovery around 2006. I can't find any receipt for a 17 year old transaction and yes I've looked everywhere including old hard drives. I do have my purchase ID number which up until recently was all we needed. I don't think it's a good idea to change the rules in the middle of the game.

Your response:

"I understand that you are unable to provide a proof of purchase. Unfortunately, without a valid proof of purchase, I will not be able to assist you in accessing your account.

I recommend checking your email archives and personal records to see if you have any information that could verify your ownership of the account. If you are still unable to locate any information, you may also want to check with your financial institution to see if they have records of the transaction.

If you are still unable to locate any information that verifies your ownership of the account, you may need to do a new purchase. I apologize for the inconvenience, but this is necessary to ensure the security of your account information".

Disco DSP 2.png

[plexuss]

What's changed? I just checked and they just require the Purchase ID and there is a verification code emailed to confirm.

[discoDSP]

I first purchased Discovery around 2006. I can't find any receipt for a 17 year old transaction and yes I've looked everywhere including old hard drives. I do have my purchase ID number which up until recently was all we needed. I don't think it's a good idea to change the rules in the middle of the game.

Thank you for reaching out to us again and I apologize for any inconvenience caused. I understand that you have checked all your backup files, including an ancient laptop, and still cannot locate a proof of purchase for the product in question. I also understand that you may have recently switched to a new email address and that the old one was never updated with us.

Unfortunately, without a valid proof of purchase, it is not possible for us to verify your ownership of the account. I regret to inform you that we cannot take responsibility for not backing up emails from the old email account that contained proof of purchases.

I hope this explanation clarifies the situation and I apologize again for any inconvenience. If there is anything else I can assist you with, please let me know.

Regarding your question about having all receipts for every bit of software purchased over the last 20 years, I regret to inform you that as a company policy, we only keep records of transactions for a certain period of time, usually a few years.

However, I would like to suggest a few alternatives that may help you access your account:

1. Contact the seller of the software directly (Share-it) to see if they have records of your purchase.
2. Send us a ID card photo containing your name and surname that proves you are the original owner.
3. Check with your financial institution to see if they have records of the transaction.
4. Consider making a new purchase, if necessary.

I understand that this may cause inconvenience in the short term, but it is necessary to ensure the protection of your account and personal information. I assure you that we are committed to providing a secure and safe environment for all of our customers.

I hope one of these options will help you resolve the issue. Please let me know if there is anything else I can assist you with.

[Teksonik]

What's changed? I just checked and they just require the Purchase ID and there is a verification code emailed to confirm.

I don't have access to the email address I did 17 years ago due to moving out of the ISP service area.

See George's response.

[Teksonik]

I regret to inform you that we cannot take responsibility for not backing up emails from the old email account that contained proof of purchases.

Again do you personally have every receipt from every bit of software you purchased over the last 16 to 23 years? Did you back up those receipts even though they were never needed over the last 16 to 23 years? I still have all my ID numbers and serial numbers and reg codes backed up because they are all I have ever needed to authorize any software I've ever purchased from any developer including DiscoDSP. I can't remember any time in the past that I've been asked for a receipt just to log in to any developer's site

but it is necessary to ensure the protection of your account and personal information. I assure you that we are committed to providing a secure and safe environment for all of our customers.

Even though you didn't care about "the protection of your account and personal information" for the last 20 years? So now you are "committed to providing a secure and safe environment for all of your customers" ?

I realize there have been new rules and law come into effect over the years but being draconian about their implementation is not a good look for your company.

-------

Anyway I would have had a recent receipt when I was going to purchase the Discovery 3 to 5 upgrade but:

Disco DSP 021023-2.png

Which was a nice gesture (and notice even then all I needed was my Purchase ID) but I did some testing of 5.1 for you and I see you're still using my patches in Discovery releases.

At that time four months ago I could access my account by simply entering my Purchase ID as I had done for 16 years+ in the past.

I hope one of these options will help you resolve the issue.

No I'm not going to jump through hoops to keep Discovery since I never use it these days.

I can easily live without it and I can easily put DiscoDSP on my list of developers I won't do business with going forward.

I wish you good luck George but when you change the rules right in the middle of the game there will be some negative consequences.

[discoDSP]

I apologize for any inconvenience you have experienced with our company. I understand your frustration regarding the recent changes in our policy regarding the proof of purchase. However, it is necessary for us to implement these measures to ensure the protection of our customers' personal information and accounts.

I understand that this may be an inconvenience, but we are committed to providing a secure and safe environment for all of our customers, and I hope that you will understand the reasoning behind these changes.

I would like to clarify that your issue has not been resolved due to your unwillingness to cooperate with our technical support team. We cannot effectively address your concerns without your cooperation.

If you have any questions or concerns regarding this issue, please feel free to contact us directly. We are always here to assist and help resolve any issues you may have.

Thank you for your understanding.

[plexuss]

Ok I get it. Thats bad on the part of discoDSP frankly. But we've seen disco do things like this in the past and then reverse it later when they figure out from all the complaints it wasnt a good idea. Maybe a general lack of customer focused centrism. A shame some will lose access to their products.

[vurt]

has george been replaced by a customer service droid?

[discoDSP]

Ok I get it. Thats bad on the part of discoDSP frankly. But we've seen disco do things like this in the past and then reverse it later when they figure out from all the complaints it wasnt a good idea. Maybe a general lack of customer focused centrism. A shame some will lose access to their products.

Thank you for bringing this issue to our attention.

We would like to clarify that the user Teksonik is not cooperating in this matter. To the best of our knowledge, this is the only case of an account not being properly restored from the dozens of customers who have received the email verification system. Our support team is actively working to resolve the issue and restore access to the affected customer's account.

However, we would also like to address the manner in which the issue was brought to a public forum. Bringing the issue to a public forum when it was already being solved by our support team and threatening negative consequences is not an effective or productive way to handle the situation.

We appreciate your patience and understanding as we work to resolve this issue. If you have any further concerns, please do not hesitate to reach out to us.

[discoDSP]

has george been replaced by a customer service droid?

Ha-ha! I love a good joke! No, George hasn't been replaced by a customer service droid (yet). But, he has delegated some of his responsibilities to a team of highly-skilled, human-like (well, some of them) support specialists to ensure that our customers receive the best possible assistance.

So, you can rest assured that your questions and concerns are in good hands. Unless, of course, you'd rather talk to a robot. In that case, I'll see if I can find my tin foil hat.

[vurt]

has george been replaced by a customer service droid?

Ha-ha! I love a good joke! No, George hasn't been replaced by a customer service droid (yet). But, he has delegated some of his responsibilities to a team of highly-skilled, human-like (well, some of them) support specialists to ensure that our customers receive the best possible assistance.

So, you can rest assured that your questions and concerns are in good hands. Unless, of course, you'd rather talk to a robot. In that case, I'll see if I can find my tin foil hat.

it just really didn't sound like george.

[plexuss]

Ok I get it. Thats bad on the part of discoDSP frankly. But we've seen disco do things like this in the past and then reverse it later when they figure out from all the complaints it wasnt a good idea. Maybe a general lack of customer focused centrism. A shame some will lose access to their products.

Thank you for bringing this issue to our attention.

I guess just to clarify, if a person has lost access to the email account they used to buy/reg your products, you do have a easy way for that customer to regain access to their account, generally speaking?

has george been replaced by a customer service droid?

I prefer this approach from discoDSP. And I think it makes a lot of sense considiering the nature of his customer base, which includes me. In other words, I understand the crap software devs have to deal with from customers, it aint fun and I think his apprach to him demeanor on here helps with that by keeping it point-blank and civil, arms-length.

[discoDSP]

I guess just to clarify, if a person has lost access to the email account they used to buy/reg your products, you do have a easy way for that customer to regain access to their account, generally speaking?

Yes, that's correct. We do have a process in place to help customers regain access to their account if they have lost access to the email used for the purchase. However, in order to verify the customer's identity and protect their account, we require some proof of purchase. If a customer refuses to cooperate with this process, it can make it difficult for us to solve the issue. Unfortunately, in this case, we have not been able to successfully regain access to the account without the customer's cooperation.