Still waiting for a reply from Stardock Support Team

Hi there,

I can't believe my eyes. This is the answer I received from "Stardock Support":

Hello,

This is a known issue currently with our archives that were made under the now non-existent Object Desktop Basic. The Impulse development team is working on resolving this issue to allow archives to again be restored. At this time there is no workaround for this issue.

Is this the way to treat legal users who bought this software? I have a retail version of "Window Blinds" (Impulse Archiv) with serial and there is no way to install it.

If Stardock thinks I now buy a new license, they are wrong! I wanna install the software I paid for! And when there is no workaround for this issue, make one!!

I am not the first one with this problem, what did all the others do?

If there is no solution for my problem, I want my money back, because this software seems now to be unusable for me!

Saphire

That will mean if you failed to retain a backup of your own purchased software you will have to be patient for possible assistance from the people 'working to resolve the issue'.

Once a subscription has lapsed there is no responsibility on the part of the program provider to supply backups of previously purchased/downloaded software.

Of all the products I have purchased online [there are VERY MANY] they all do little more than provide a time-limited download/install opportunity....after which that's that.....end of story.

When a person purchases ANYTHING, anywhere, in any fashion...it is his/her responsibility to retain it if one wishes to continue using it.

All that being said, Stardock generally does offer backup/restore services for 'old' subscriptions...but are not obliged to do so, legally or otherwise....;)

I got an impulse archiv as a backup, but it didn't work!! So no way for me to install my software anymore, which I paid for!!

And it is surely the problem from Stardock when an archive from may last year first works and now not. How often shall I download and archive it???

It is unbelievable for me to receive such an answer from a support team!

Saphire

Again, this is the relevant response.

Please be patient....;)

Jafo as you must know I am usually nothing but positive with anything I say but don't agree with this.

You said "When a person purchases ANYTHING, anywhere, in any fashion...it is his/her responsibility to retain it if one wishes to continue using it."

I have been purchasing software for years using downloads. I have quite a long list that I still install every time I reformat or get another computer. I have the exe file and serial number. I just install the software, put in the serial and it works great. On some of it I get lifetime updates and others I don't but I still use some of the older software as I don't have any use for the upgrade they made.  Will add some of the programs only let me install and use the serial number on one computer and some of it doesn't but that's ok with me. This is an old subject and has been brought up many time and I can understand why people get upset because the response has been the same for a long time, at least all the forum reading I have done in the past couple of years.

With that said I think Impulse works great and have never had a problem. I also believe if someone doesn't plan to renew and ask for the exe programs they paid for they should be able to get them, use their serial number and away they go.

These are just my two cents worth as I like it here and plan to stay but if you purchase something to should be able to save the exe file, serial number and install it anytime you get a new computer, reformat, etc even if you no no longer are a member. We all know that the software can be controlled so it know if it's going on more than one computer.

Thank you DaveBax, I refer 100% with your words

@ Jafo I do not want to wait and I waited now for more than four days. I wanna install my software which I have paid for with a normal installer and not something like Impulse. If there is no other way to install, it has to work without any issues!!

Saphire

I really feel that kind of response from Stardock Support is uncalled for.  To tell you the truth, it seems a bit rude to me.  Not only the initial response this person received, but also the comments by Stardock personnel in this thread.  Remember the old rule of "The customer is always right."? 

Once again, there are no excuses in business.

I would have to agree that this does appear to be something of a problem.

If you archive your apps before your subscription expires then it seems reasonable that you should be able to reinstall them.  Thats the whole point of the subscription being like a magazine subscription.

I will send a mail to the right people to see if we can get this sorted out, or at least a proper ETA.

Outside of the realm of Stardock and Computer software...in the world of Architecture....38 years of it has reinforced the actuality that 'the customer is seldom right'.

I find that the customer is typically ill-informed and mostly naive, hence their seeking out the services of an industry/design professional.

As for Stardock/Support the response to this problem was given as listed in #1.

Anything subsequent is a vain attempt at logical practicality and a request for patience for a possible resolution.

I am not naive, I am working in IT Buisiness for more than fifteen years now and this kind of behaviour didn't happen to me in all that time. When Impulse is updated it shall be updated in the right way, or it should be called beta.

As I can read in their answer my problem was known before, but no solution until today!

So how about the other customers with the same problem? How long should they wait?

Hey Stardock what about the users that gave you their money year after year (like me) and give you a chance to grow in your buisiness like you did?

Greetings Saphire

Why is it I never have this kind of problem?

I've been using Stardock software for several years now and ya it has been up and down abit. But I always have it working for me. Seems I always miss out on the bad stuff or something???

Anyway it is always best to be calm and collective in any given situtation. Jumping ship or pulling out knives or guns never does anything but startup trouble.

Support is like this - ya the customer is right! But people are people and make mistakes. They will get this fixed asap. I'd bear with it and wait to see. Otherwise I'd wonder about what is truely available to getting anything back when it is a license out of date as such it seems to be. Nothing is permanent or last forever.

I'll probably be around when Stardock calls it in one day. I always will find a way to get things to work and that makes things better for me.

[The simple old citzen here - staying no matter how rough the water gets!]

It is because of you renew your license and get all the new stuff Stardock offers. But when you do not want it anymore you must renew it or you do not have a chance to get anything to work again.

In one of my earlier support tasks with Stardock, I told them I have the same problem like I have now with Icon Packager 4 - Support Ticket BYW-161923.

This was on July 31th in 2009!!

Because of that Windows Blinds worked at this time I never asked again and waited until today for anyone to fix this subject.

My task was closed some day and never re-opened!

So what about Stardock will find to get the things work. I think in this case they do not have the time or delight. Renew your license will be the last thing I will hear from them one day in the future and this is more than poor!

Sorry that I write so late about my problem in 2009, I prod to this as I read my last tickets hoping to find a solution there.

So "ShelbyGT the Car" be happy that everything is working well for you and hope that this thing will never stop and you have to ask for help at "Stardock Support".

Greetings Saphire

P.S.: Here are again my last words I wrote in my post before - Hey Stardock what about the users that gave you their money year after year (like me) and give you a chance to grow in your buisiness like you did?

Thanks Saphire ...

But I've had plenty go wrong here and those people in support are my best of friends from way back. I am a registered IT-Pro and have a lot of faith in what Stardock Support does. Along with each and every developer working there also.

I do believe your problem will be handled soon. But if you really want to get things up and running without all the hassel. Just renew that license. Then you can get a better result. I would! Plus it would get you the newest software.

Plus then the community here would be more into being able to try and help with any and every other problem you might have.

There are little to few companies out there that are supporting their older softwares. With so many new things being made here these days. No one is able to hang on to the past. Oh sure I've got a few xp programs I've had to use. But for the most part they have been updated and I had to purchase a new license for my newer systems.

Seems every year I have to buy a new security program for updates and such. Plus update other utilties/tools for keeping my hardware along with just about everything else I like having to work for windows going good in the right directions. The same is said for Stardock programs. And yes I'll keep my license up to date. Or for that matter I usually purchase a few years in advance. Just as I do most of my security programs too.

The main reason I buy from Stardock is because I like the product and I have good results with their support. Simple as that... but most of all I like the product. Hear I have a desktop with 3 monitors and they are 3 different computers all linked into one. They all have the latest stuff and it helps me do my work completely.

Now on my laptop for work I do not have any Stardock programs for I've only one license. Plus I use a lot of things which are being developed for other things to be considered. Thus I have to stay with just the straight up approach to windows. Maybe after I get another new laptop at work will I get another license for that computer and bring it into the family. But I just got it and they are not planning to do that till windows 8 is released.

But I would buy a license for that one in a heart beat. I like the softwares and I like the people that make it what it is today. The price of this is so little to me; I spend as much for my coffee and lunch on a daily basis. Actually even more than what most people do. Than what Stardock sells their license for. So it is a very little thing for me. But I buy what I like and what I feel I need to do what I want.

Give it a go... for go that lunch or a little bit of something for just one day and get what you want. and as for this here...

I'll keep on spending at Stardock for my reasons. They are good ones!

To bring this case to an end, this will be my last post.

I think because of this thread the "Stardock Support" has react. They have send me a working archive of "Windows Blinds 6" which I installed without any problems. So why could this not happen directly? Why this answer that I have to wait, they are working on it?

@ ShelbyGT You have completely misunderstood me. I spend much money for "Stardock Software" for several years. But now my working base is Mac and OSX means no Stardock

I installed "Windows Blinds" on my "Bootcamp Partition" to show my customers if necessary what is possible today in skinning "Windows". But for that Windows Blinds 6 is more than enough. So no need to renew my license, sorry Stardock

I think sometimes in the future when there will be demand for it, I will renew my license and if not it will be as it be.

I liked this software much and therefore I could not understand the reactions of Stardock Support.

I will archive this new "Windows Blinds 6" archive as save as I can do and hope that in the future I will be able to install it.

Thanks to all users here who have wrote an opinion, I think your reactions has convinced the support to react like they did.

Greetings Saphire

P.S.: The problem with "Icon Packager 4" is still open, but who cares