Support & Upgrade Period Expired?

[HORTENSE]

I could send an email but I know I can get a faster response here.

Our company bought SupportSuite OWNED back around May and if I understand correctly, it came with 18 months free upgrades.

We just launched our new website, and are trying to use support suite but can't get anything (except for the knowledgebase) to work correctly.

Does this mean we paid around US$700 or so to beta test for a company???

Anywhoo... I expect to get this fixed, need to get lifetime upgrades free (since it's owned), and support free for 1 year once it's "gold" or whatever.

Thanks guys!

-HORTENSE

[LankyB]

You should still have access to the members area if you purchased the software in May, what this does is allows you to download the latest version which, with any luck, will have little or no bugs.

Make sure you have the latest stable version installed, and if your still having problems, to explain the problem in as much detail as possible

What problems do you have with the rest of the SupportSuite?

[netFusion]

Originally Posted by LankyB

You should still have access to the members area if you purchased the software in May, what this does is allows you to download the latest version which, with any luck, will have little or no bugs.

Make sure you have the latest stable version installed, and if your still having problems, to explain the problem in as much detail as possible

What problems do you have with the rest of the SupportSuite?

The members area doesn't work that way. When my support/upgrade period expired a couple of weeks ago, the download links for the v3 software and my v3 key disappeared from the members area. The v2 links are still there.

If you don't pay the support/upgrade fee, you will lose the ability to download your key and whatever your latest version was whether you bought the owned license or not.

[mhunt]

This has been raised with Varun et al some time back....and remains unresolved. Come on kayako.

[Raghav Arora]

Originally Posted by eseasholtz

If you don't pay the support/upgrade fee, you will lose the ability to download your key and whatever your latest version was whether you bought the owned license or not.

Hi,
We are working on this issue and it will be resolved very soon.

Regards,

Raghav Arora

[Viscott]

I would await for a new version to be posted before renewing since they have not extended the support period.

Version: 3.00.32 (STABLE) - 19 Dec 2005 09:19 PM Was the last stable build.

[HORTENSE]

Originally Posted by Viscott

I would await for a new version to be posted before renewing since they have not extended the support period.

Version: 3.00.32 (STABLE) - 19 Dec 2005 09:19 PM Was the last stable build.

cool deal. i guess i'll give in... i mean what's $40 right? i need to get our system working real soon... my boss' are waiting like this: and the only thing we're using supportsuite for is kb roflmao

http://www.compixmedia.com/support/

[dr1]

Originally Posted by Raghav [K]

Hi,
We are working on this issue and it will be resolved very soon.

Regards,

Raghav Arora

Raghav, you know what the problem is?
"resolved very soon" can mean months at Kayako.

It means absolutely nothing to most of us, it's just another "cry wolf".
Why do you continue to treat customers like idiots?

I also now need to pay so I can get the upgrades, yet for the past 6 months all I have been doing is beta testing a bug invested product.

Why don't you give some of us a break, rather than keep trying to bleed us.
When are you going to do the right thing?

[Digital Mayhem]

They need to do like every other company and beta testing be free. So while v3 is in beta it should be FREE... So varun needs to go into everyones members area and set the upgrade/support period for v3 too Never Expire and then leave the v2 expire date as it currently is... Then when beta is over he can go in and give everyone 6 or 12 months of upgrade/support once v3 becomes Final Version cause thats what we deserve....

[dr1]

Originally Posted by XETechnologies

They need to do like every other company and beta testing be free. So while v3 is in beta it should be FREE... So varun needs to go into everyones members area and set the upgrade/support period for v3 too Never Expire and then leave the v2 expire date as it currently is... Then when beta is over he can go in and give everyone 6 or 12 months of upgrade/support once v3 becomes Final Version cause thats what we deserve....

You have more chance of the 2nd coming
Why should he do the right thing, he has us by the "gonads".

[Digital Mayhem]

no not really cause lets see if every single person called in to and do a Chargeback on their Credit Card they would get their Money back so Kayako would be out of the money for the product as well as a all the Chargeback Fee's so they would have to file for Bankruptcy so actually we have them by the "gonads"

[dr1]

What's sad is that we are actually talking about chargebacks to get them to do something.

But hey, if that's what it takes, no problem from me!

[Viscott]

Ummm chargebacks only work usually within 30 days. 6 Months is pretty tought to do.

Either way I just want my expired support, upgraded and extended! NOW! And my extension should start after the product is truly GOLD and BUG Free!

[HORTENSE]

Originally Posted by dr1

You have more chance of the 2nd coming
Why should he do the right thing, he has us by the "gonads".

yes! our company provides BETA software (fully functional) for FREE in fact that's the first thing people see when they visit our website. http://www.compixmedia.com ... but anyways... our main product are broadcast graphics / character generators, so we are able to give away software like its christmas.

i thought i would at least have access to the previous builds.. but they locked me out CLEAN from the members area. my tickets dont work, the templates need to be re-writted with every upgrade, my girlfriend left me, and there's still more coding / gfx work left to be done. thank-goodness its friday!