What's the deal?

from WinCustomize Forums

I am quoting from the message that pops up every time I try to download something.   It clearly says, "

  • WinCustomize User Level increases to User Level 5 (Subscriber). Once you purchase a WinCustomize Subscription, you will be automatically promoted to User Level 5. This will entitle you to many exclusive features, such as unlimited file downloading on WinCustomize, access to skin ratings, your very own WinCustomize personal website, and much more.
  • WinCustomize User level increases to User Level 4 (Current Customer). Once you purchase any WinCustomize/Stardock product, you will be automatically promoted to User Level 4. This will entitle you to unlimited file downloading on WinCustomize as long as you remain a current customer.

OK, I bought Deskscapes on 10-06-19, and Start 10 on10-15-19.  Thinking that I had misunderstood the above, I renewed my Object Desktop on 10 -20-19.  This meant that I had to duplicate my earlier software purchases.  And, still nothing happened.   So, this morning, I subscribed here on Wincustomize so there would be no doubt of my bona fides.  A few minutes ago, I tried to download (for the 21st time) AZ Dude's lovely dream, Bela Halloween.  I am still in purdah.  At this rate I might have the dream for next Halloween.  Does anyone have an explanation?

 

10,316 views 11 replies
Reply #1 from Stardock Forums Top

Hello,
I have forwarded your questions/problems to the Stardock Support team for their assistance. Please keep an eye on this thread for any updates. We appreciate you feedback and patience.

Thank You,
Basj
Stardock Community Assistant.

Reply #2 from WinCustomize Forums Top


I am quoting from the message that pops up every time I try to download something.   It clearly says, "

 

    • WinCustomize User Level increases to User Level 5 (Subscriber). Once you purchase a WinCustomize Subscription, you will be automatically promoted to User Level 5. This will entitle you to many exclusive features, such as unlimited file downloading on WinCustomize, access to skin ratings, your very own WinCustomize personal website, and much more.

 

    • WinCustomize User level increases to User Level 4 (Current Customer). Once you purchase any WinCustomize/Stardock product, you will be automatically promoted to User Level 4. This will entitle you to unlimited file downloading on WinCustomize as long as you remain a current customer.

 


OK, I bought Deskscapes on 10-06-19, and Start 10 on10-15-19.  Thinking that I had misunderstood the above, I renewed my Object Desktop on 10 -20-19.  This meant that I had to duplicate my earlier software purchases.  And, still nothing happened.   So, this morning, I subscribed here on Wincustomize so there would be no doubt of my bona fides.  A few minutes ago, I tried to download (for the 21st time) AZ Dude's lovely dream, Bela Halloween.  I am still in purdah.  At this rate I might have the dream for next Halloween.  Does anyone have an explanation?

 

End of quote

Did you try logging in? If you log in you have unlimited downloads.

Offworld Trading Company
Reply #3 from WinCustomize Forums Top

Yes, I was signed in at all times, even when I wrote my snarky post above.  Sorry, my frustration is showing.  I did figure out that the first two purchases were made with a different email.  That is probably a big part of the problem. The other is that trying to get any action, other than automated messages, out of Stardock is an exercise in futility.  Their customer service leaves a great deal to be desired. Thanks for trying to help.  Maybe I'll go do some yoga or something and try to calm down.

 

 

Reply #4 from WinCustomize Forums Top

Yes relax the items you want to download will still be here for you.

 

I'm sure Stardock will show up.  You will have to merge your various purchasing into one account/one email address.  They can give you the info to do that.

Reply #5 from WinCustomize Forums Top

Quoting CCdeQueen, reply 3

I did figure out that the first two purchases were made with a different email.  That is probably a big part of the problem.
End of CCdeQueen's quote

Try merging the emails here - https://www.stardock.com/accounts/registrations/

Reply #6 from WinCustomize Forums Top

I really appreciate you trying to help.  I had notified Stardock by email of the problem a month or two ago, but never got a response.  I went to the page you suggested and filled in all the info and established a new pw for the combined account.  There was a message on screen saying an email was sent to confirm the merger. Unfortunately, I checked both email boxes and no message arrived.  I went back to the Stardock site and tried to log in with the new pw, but no.  I could log in only with the old original pw.  I'm jinxed

Reply #7 from WinCustomize Forums Top

Hello,

Sorry to hear you are having trouble - not sure how I missed this one.

Quoting CCdeQueen, reply 6

I had notified Stardock by email of the problem a month or two ago, but never got a response. 
End of CCdeQueen's quote

Quoting CCdeQueen, reply 3

The other is that trying to get any action, other than automated messages, out of Stardock is an exercise in futility.  Their customer service leaves a great deal to be desired.
End of CCdeQueen's quote

To be clear, this is an example of the automated response anyone gets that emails support@stardock.com directly; it's an example for someone that had mentioned Fences in the subject or body and would be as such for all other products:

--------------------------

Hello,

For the most common questions about Fences, including how to get your installer and key, please see the FAQ below:
https://forums.stardock.com/486084/Fences-Support-FAQ

For other questions about Fences, please use this forum:
https://forums.stardock.com/forum/501

We use our forums for support so as to help the most people for the longest period of time. If we work tickets for support issues, it helps just one person and just that one time. The forums are staffed with support personnel, developers, and seasoned users of our products. You will be well served there.

For all other issues, Stardock is only providing email support for the following items:

-Refunds
-Potential Fraud
-Email Changes \ Account Merges
-Corp Sales Where Support Was Purchased
-Object Desktop Subscriptions (support is included)

If your issue is in one of these areas, please use this link:
https://esupport.stardock.com/index.php?/Tickets/Submit/RenderForm/33

Regards,
Stardock Support.

--------------------------

The bolding here was for emphasis on why we do things this way.

Your issue would have been eligible for a ticket creation for two of the cited items:

-Email Changes \ Account Merges
-Object Desktop Subscriptions (support is included)

Now to your issue:

So, this morning, I subscribed here on Wincustomize so there would be no doubt of my bona fides. 
End of quote

The purchase was made under your @aol email that does not have an actual 'account'.  You can create an account under it or I can merge it under your @otelco.net account.

If you want to do the former, to create an account under your @aol address, you need to register an account using your ******@aol.com email and any password you like here:

https://store.stardock.com/createaccount

Again, sorry for the delay and let me know if you need anything else.

Sean Drohan
Stardock Support Manager

Reply #8 from WinCustomize Forums Top

I finally figured it all out yesterday and got the problem solved, with the help of your much maligned automated system.  The delay was entirely of my own doing.  Sorry for taking out my frustration on you.  I very much appreciate your kind response.

 

Reply #10 from WinCustomize Forums Top

I take it all back.  My user name for my wincustomize account has been the same since I joined in 2008, CCdeQueen.  Now it appears to be boninc which does give me some privacy concerns since it is my real name.  Would it be asking too much to get my original user name back?

Reply #11 from Stardock Forums Top

Quoting boninc, reply 10

I take it all back.  My user name for my wincustomize account has been the same since I joined in 2008, CCdeQueen.  Now it appears to be boninc which does give me some privacy concerns since it is my real name.  Would it be asking too much to get my original user name back?
End of boninc's quote

Again, this is because you have two accounts, under two different email addresses.   If you want them merged under one email, place a ticket here and I will do so:

https://esupport.stardock.com/index.php?/Tickets/Submit/RenderForm/33

Sean Drohan
Stardock Support Manager