RickStr

Join Date 09/2004

Activation STUPIDITY and MADNESS

Start 10, Fences, Object Desktop, etc.

I have owned Stardock software for well over 10 years. About annually I have activation problems or registration problems. It seems that Stardock just does not listen.

Last year I bought an extension to Object Desktop with a PayPal account that is owned by my business. It took well over 6 weeks to get Stardock to recognize that I am the owner of that business and it actually was an extension of my subscription. Even then they arbitrarily cut 10 days from my renewal. Since it was so much f a hassle to even get this straightened out, I decided not to pursue it further.

NOW this year I find that I cannot activate my Start 10 or Fences since I have it installed on too many computers. HUH??? They list that 4 of the computers have the same name (taking up 4 registrations) and one other. I am allowed to install it (them) on 5 computers but Stardock seems entirely clueless that computers with the same name JUST MAY be the SAME ONE.

I am writing here because over 3 weeks I have been writing Support only getting an "Auto-response" saying that I will hear shortly. I did get one response that did not work yet when I respond with the proper Ticket Number all that happens is that I get a FURTHER "Auto-response" with yet another ticket number.

Stardock... PLEASE GET YOUR ACT TOGETHER and remove the DUPLICATES... OR... Just reset the Activation. Reactivation would be MUCH PREFERABLE to the silence I am now getting.

If others have similar problems please chime in. I doubt that I am the only one to whom they have decided to singe out for this torture.

Rick

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Unfortunately the name of a machine (which a user can set), is not the method used to identify a machine. It wouldn't be overly secure.

If you can post the ticket ID here I will poke support to see whats up. Be aware that responding to a ticket before it is answered will put the ticket to the back of the queue and I suspect thats whats been going on here.

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I HAVE NEVER HAD MORE THAN ONE COMPUTER WITH THIS NAME. YET YOU SHOW 4. SO APPARENTLY THE METHOD YOU USE IS FAULTY!

WHEN I RESONDED TO A USELESS ANSWER I JUST GOT ANOTHER AUTO-RESPONSE NO FURTHER CORRESPONDENCE. QUICK RESPONSE WOULD BE APPRECIATED. 3 WEEKS WITH A USELESS SOLUTION AND NO RESOLUTION IS TOTALLY UNACCEPTIBLE,

YET NO ONE WILL FIX THE PROBLEM. I GET NON-RESPONSIVE REPLIES OR ONLY AUTO-RESPONSE MESSAGES.

IS THERE NO WAY A CUSTOMER'S ACCOUNT CAN BE SIMPLY RESET SO THAT IT CAN BE STARTED ANEW? IF SO... HOW?

RICK

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sdrohan

Join Date 10/2012

+734

Rick,

While I sympathize with your situation, part of the problem is that you created 3 different tickets and replied to them multiple times before we responded - both of these things prevent us from seeing it in a timely manner. Why we ask you to not do that is explained in the multiple auto responders you received.

Next, that a PC has the same name in the list means that:

-Its a different PC but wit the same name (you say that is not the case).
-You changed something about the PC significantly enough that it makes it look different to us - but kept the PC name the same.

On your account page, you should see this (I logged into your account):
http://sd.stardock.com/sean/JingImages/2017-11-15_09-45-13.png

http://sd.stardock.com/sean/JingImages/2017-11-15_09-46-59.png

You should be able to find any product in the OD suite, on any PC, and deactivate it. After I deactivated one of your PCs (days ago), it does still show 4 activated, leaving you 1 left:

http://sd.stardock.com/sean/JingImages/2017-11-15_09-50-52.png

What happens when you try to activate now, Rick?

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Thank you for the VERY INFORMATIVE letter. There were 3 PCs on the list that no longer exist and I was able to delete them. May I suggest that the "Manage" option should be more easily found because it is FAR FROM intuitive that you need to click the "View Product Keys" Link to get to the "Manage" option. Perhaps you can make it more evident on the page... (Just a suggestion to help other CLUELESS people such as I from getting TOTALLY CONFUSED.).

Also the "Auto-reply" says in part:

"... Our team will get back to you as soon as possible. When replying, please make sure that the ticket ID is kept in the subject so that we can track your replies."

When I replied to the "Auto-reply" saying I had not heard yet (except for once) I left the Ticket ID in the Subject line (as instructed) so I really do not understand why a new ticket was generated. Another suggestion is to give a better estimation about how soon "as soon as possible" really is to partially negate multiple tickets. Part of the reason I sent multiple tickets was the LONG TIME "as soon as possible" took. Three weeks IMHO is not "as soon as possible".

Perhaps too you may consider moving "Support" to this board since it seems to be much faster and efficient than going to the "Support" area.

Thanks again for your solution. As soon as I return to the PCs in question I will try to activate your GREAT products.

Rick

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sdrohan

Join Date 10/2012

+734

Quoting RickStr,

reply 4

Perhaps too you may consider moving "Support" to this board since it seems to be much faster and efficient than going to the "Support" area.

That is exactly what is happening - we are moving away from 1 on 1 support (tickets) as it only helps one. Many more are going to learn from this exchange alone and is an example of why. We will still work tickets on the essentials, Refunds, Fraud, email changes (the bane of my existence), etc but all other issues will be worked in the forums.

Glad it worked out for you Rick, sorry for the delay.

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