At 02:15 PM 2/20/2007, you wrote:
Quote:
How long does it take to get a response on a license issue.
I reloaded my computer on Saturday and sent an E-Mail on Sunday. This is Tuesday night no response.
It is a bit frustrating as I have not moved the program to another machine I simply had to reinstall my OS and as a result programs such as Hero Builder.
I do like the program. It helps a lot with a lot of the issues programs like E-Tools did not. Currently I cannot access the characters that I need/want to have available for the game I run.
No offense but even Microsoft does not make it this hard to reload the program onto the same machine when the OS has to be re-installed. Though I hear Vista might be a bear.
Bill
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One of the drawbacks of being a tiny company is that we don't have any army of people to handle tech support. Here in the States, this was a 3-day holiday weekend. We spent the 3-day weekend at a local convention and were gone until last night, so we're now trying to get caught up on everything. By the way, it sounds like you're in a very different timezone from us. Here in Silicon Valley, it's merely Tuesday afternoon still. :-)
The licensing mechanism relies on information established when the operating system is installed as part of its "identity" for your computer. If you re-install the operating system in the same way on the same computer (other products are NOT a factor), the identity will NOT change. Since the identity has changed, it means the new installation is different in some key ways from the previos installation. The net result is that the product thinks you've actually moved it to a new computer.
According to various studies, the typical user replaces or upgrades his computer everything 18-24 months. The license mechanism supports changes every 120 days (or 4 months), which is about 5-6 times as often as the typical user needs. So problems like this occur only in very non-standard situations.
If you sent the email to
support@wolflair.com, then I don't have access to it here, but our main support person will get to it in the order the request appears in the support queue. The turn-around time depends on how many support queries were sent in over the weekend (3-day weekends can often result in a lot of them), how complex each query is to resolve, and where your inquiry is in the queue.
Hope this helps,
Rob