Stardock Support is down?

eSupport, MyColors, WindowBlinds, Impulse,...

from WinCustomize Forums

Hi,

I have submitted two tickets: SBY-457148 (Mar 31 2008 03:41 PM) + LEZ-845190 (Apr 02 2008 08:37 PM). Still no answer from Stardock Support.

Also, Stardock seems to have some problems with their softwares/addons:
- Impulse > Many problems (Problematic MyColors update process - Vista)
- Impulse > Automatic archiving doesn't work or doesn't exist (before the update process)
- Some problems with WindowBlinds (Vista)
- Impulse > MyColors Cosmos not listed
- Impulse > Some programs are not listed (Object Desktop Premium Suites, Desktop Gadgets and ObjectDesktop Documentation)
- Impulse > Very sloowwwly navigation (Community tab)
- MyColors Sins of a Solar Empire > Buggy under Vista
- WindowBlinds 6 > Child windows not skinned in Opera, WinRAR, MP3Tag and Command Prompt. (YLK-131195 - Jun 22 2006 12:56 AM)
- WinCustomize Website > Not compatible with Opera browser.
- WinCustomize browser > Out-to-date and problematic (logging errors)

I'm slightly disappointed of Stardock since the last two years. (:( I hope that the future will be better...

Notice: I don't know if it is at the good place for this kind of "comments/complains", I don't found the email to submit my comments.  ;p

22,021 views 32 replies
Reply #1 from Stardock Forums Top
Hi Darken,

I don't show any tickets by those numbers. I even checked your email address for any activity. Please check your mail or spam filter for error responces or auto replies saying that the mail was rejected or recieved. I can assure you we are up and running. If you send something new into support@stardock.com and get nothing back then we didn't get it. Should that happen again PM me with what is going on and I will try my best to help you from there.

Also gripeline@stardock.com is the email to submit comments, complaints, even suggestions.
Reply #2 from Stardock Forums Top
Hi Seabass,

Thank for the reply. :)

- WindowBlinds 6 + Winamp 5.53 (5.531) = APPCRASH [Vista only] | LEZ-845190 (Open)
- Problematic shadow - WindowBlinds 6.09g[b].135 [Vista] | SBY-457148 (Open)
- WindowBlinds 5 - Windows not skinned | YLK-131195 (Received)

Also gripeline@stardock.com is the email to submit comments, complaints, even suggestions.
End of quote
Thank you.
Sins of a Solar Empire II
Reply #3 from WinCustomize Forums Top
I have sent 4 e-mails which have responded with

Hi,

Thank you for your email.

Your email has been filtered and has -NOT- been read due to the following reasons...

1) It matched or contained key items which caused it to be flagged as spam
2) It did not have a subject
3) The body of your email was blank
4) The attachment was a BMP file. To conserve size, please convert it to a JPG or GIF.
5) It contained profanity or abusive language
6) You use a mail filtering/certification system, which requires us to validate our email address

Please restructure your email and resend it so that we may assist you.

Please do not reply to this email.

Thank you,
Stardock Support.

I do not understand??
Reply #4 from Stardock Forums Top
Hey guys. It seems that some of the emails in the transition of our support system did not make it. We are looking into the problem right now. Also we are addressing the mail rules that have been blocking certain emails.

SJN I found a ticket that came to resolution near March the 5th. I will look up any old tickets in the current system to see if I can help.

Please be patient, we will have this fixed as quickly as possible.
Reply #6 from WinCustomize Forums Top
SJN I found a ticket that came to resolution near March the 5th. I will look up any old tickets in the current system to see if I can help.
End of quote


Thanks Seabass. That (March) issue has been resolved. Today, I wanted to know why my OD Ultimate code is invalid since my registration goes to December 2009.
Reply #7 from WinCustomize Forums Top
Tried sending 3 more e-mails to support and am getting the same response as in erply #3.
Reply #8 from Stardock Forums Top

Darken: Were you possibly submitting tickets through our old system? Please be sure to use https://esupport.stardock.com (new address) to submit tickets. This is now hosted at Stardock and is a more permanent solution than the previous implementation.

S J N: Could you please submit one of your emails to https://esupport.stardock.com? (Click Submit a ticket at the bottom)

 

Reply #9 from WinCustomize Forums Top
I notice the "old" site is still up.  It's referenced in all sorts of posts here in the forums.
Can esupport put up a redirect there to the new site?
Reply #10 from Stardock Forums Top
It appears the old system is manually creating tickets. Please make sure that your tickets are going to the correct support system. In the mean time we will be slowly shutting down the old system to prevent this from happening.

Milksama and Rabbit are moving the tickets over manually today.

The new system is here: https://esupport.stardock.com/
And is identifed by the new icon:



This is the old system and should not be used: https://www.stardock.helpserve.com



Once again my apologies for delays in assistance guys. With the settings we had in place this shouldn't have happened. We will be moving and answering tickets all day today. Please let us know if you have specific questions or troubles.
Reply #11 from Stardock Forums Top
Darken: Were you possibly submitting tickets through our old system?
End of quote

Hi,

Oooops, bingo > hxxxp://stardock.helpserve.com (old system) :LOL:

Milksama and Rabbit are moving the tickets over manually today.
End of quote

Thanks guys!

Reply #12 from WinCustomize Forums Top
new support page doesn't like my login.
keeps saying it isn't the right user name or password. but I have double checked and it's the right one.
Reply #13 from WinCustomize Forums Top
new support page doesn't like my login.
keeps saying it isn't the right user name or password. but I have double checked and it's the right one.
End of quote


It's happening to me too.
Reply #15 from WinCustomize Forums Top
When I look at the registrations on Impulse the Object desktop Ultimate is high-lited in red.
Stardock sent me all my registrations 2 days ago.

Product Name : Object Desktop Ultimate
User Name :
Download : http://www.impulsedriven.com/about.asp (Install Impulse and use serial)
Serial Number :
Expires : Monday, December 28, 2009


I have re-entered the Serial # and I get a message that it is invalid.
Reply #16 from WinCustomize Forums Top
Finally got a ticket #. TNQ-193972
Reply #17 from Stardock Forums Top
When I look at the registrations on Impulse the Object desktop Ultimate
End of quote

Euh no, eSupport and Object Desktop Ultimate doesn't use the same registration.
Reply #18 from Stardock Forums Top
ESupport, you use a designated account you create to watch the ticket with when you submit the ticket. If you can recall any other passwords you might have used with the email you wrote in with try them out. You can also try clearing your cookies to see if some corupted setting is getting the way.

S J N I made sure a reply went out to your ticket.
Reply #19 from WinCustomize Forums Top
I bought the Odyssey suite and the WB doesn't work right on my machine. I sent an email to support but haven't heard a thing. I uninstalled WB and cleaned EVERYTHING out even in the registry then reinstalled. Through SD Central of course. All to no avail. No other skin does this - Start panel is really messed up. I'd like a refund or a credit. Screen shot and here's sys info:

WindowBlinds version : WindowBlinds 6.1 (build 51 x86)

WindowBlinds is installed correctly on this PC
WindowBlinds appears to be activated on this PC
Your machine supports per pixel borders on WindowBlinds skins.

(NEC AccuSync 75F) 1 is attached to Intel(R) 82845G/GL/GE/PE/GV Graphics Controller

Wblind.dll 2008/03/17 12:45:20
Wbsrv.dll 2008/03/11 06:56:10
Wbconfig.exe 2008/02/20 13:52:33
Wbload.exe 2008/02/14 11:05:14
Wbhelp.dll 2007/08/27 11:54:07
Wbui.dll 2007/12/01 16:43:05
Tray.dll 2007/09/12 17:58:21
Screen.exe 2008/01/11 12:14:18
Reply #20 from WinCustomize Forums Top
S J N I made sure a reply went out to your ticket.
End of quote


Thanks seabass. hope to hear from support soon.
Reply #21 from Stardock Forums Top
Chasbo I'm afraid this isn't the thread for that. This thread is addressing support system issues.

Please post in the support forum as a new thread and myself as well as the comunity will help you out. We will also need to know what OS you are using and what video drivers you are on. If you think you might be behind please try updating them and let us know if it works.

You can also contact us with the posted links above to submit a formal ticket.
Reply #22 from WinCustomize Forums Top
On Board Graphics. Updated as much as possible.

NO OTHER SKIN DOES THIS AND I HAVE A LOT OF THEM.

I can see this is gonna be a tough nut to crack. ok I'll try to do as you say. I bet my $9.95 is gone forever.
Reply #23 from Stardock Forums Top
If you use support and we can't it to work we will issue a refund for the purchase. It is part of our return policy. So either way you will have a working product or your money back, we have you covered.
Reply #24 from WinCustomize Forums Top
I will and I thank you very much.
Reply #25 from WinCustomize Forums Top
I sent an email to support yesterday, and got no auto reply and still no human answer at all.
Where would I even find a "ticket" number? I haven't gotten any responses. Oh, and I've tried repeatedly to call Stardock, and they never seem to be in.

And this is about an issue in which I've SPENT money, and the money has been taken out of my paypal account, and I received a bad download...

I'm pretty annoyed with Stardock right now...