No reply to my support ticket in 3 days!

Multiplicity KVM license suddenly invalid!

from Stardock Forums

On Tuesday I was using my computer as normal then out of the blue, after the PC had been on for at least 5 hours, Multiplicity KVM decided that it was no longer registered! I tried giving it my registration info and was informed that my key is invalid! So I went to the EdgeRunner web site, logged in to my account and checked the key there, it was the same and still Multiplicity tells me it's invalid.

 

So I filed a support ticket (JFD-366-22639) and was informed by the support site that I would be contacted within 1 day. It has now been 3 days and still no reply. I have been unable to use Multiplicity KVM in this time which is now becoming a problem! I paid for KVM for a reason, I am now not able to use what I paid for.

 

This is really poor customer service. If you say you will contact a customer within 1 day then do so! I need to be able to use what I paid for now, not next week or next month or whenever you decide I am worthy of a reply. I paid for Multiplicity KVM and expect to use it as per my legal right!

 

multiplicity
16,830 views 6 replies
Reply #1 from Stardock Forums Top

Tanjo, the issue is you kept replying to your ticket prior to getting a response.  Its in the auto responder not to do that as it resets the activity on the ticket.

I will respond to your issue.

Reply #2 from Stardock Forums Top

Thank you for finally getting to the issue but the excuse you gave here is unacceptable. You may need to re-assess how your ticket system works, once in a queue a ticket should not be removed from that queue for any reason other than getting a response from support. What if I was adding further information that could help with solving the issue faster?

Siege of Centauri
Reply #3 from Stardock Forums Top

Ok, having followed your instructions I have realized what the root of the issue is. I have an Object Desktop subscription and Multiplicity KM is included with that but I paid for KVM separately. Recently OD was insisting that I update Multiplicity, it was getting annoying seeing the reminder every day so I allowed it!

Perhaps OD needs a way to detect you are using a Multiplicity KVM license and remove Multiplicity KM from the update list.

Reply #4 from Stardock Forums Top

Quoting Tanjo3000, reply 2

Thank you for finally getting to the issue but the excuse you gave here is unacceptable. You may need to re-assess how your ticket system works, once in a queue a ticket should not be removed from that queue for any reason other than getting a response from support. What if I was adding further information that could help with solving the issue faster?
End of Tanjo3000's quote

Unfortunately this is a feature of the third party ticketing system used.

I think the logic is so old tickets do not instantly skip to the top of the queue when they get replied to.  Personally I think the logic is broken as it should use the ticket first creation date until it has received a reply and then use the last reply time, but that's outside the control of Stardock.

Reply #5 from Stardock Forums Top

SAME HERE, I put in a ticket at the other place because it won't take my activation code and NOTHING. 

Reply #6 from Stardock Forums Top

Quoting jabbermacy, reply 5

SAME HERE, I put in a ticket at the other place because it won't take my activation code and NOTHING. 
End of jabbermacy's quote
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