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Please resolve my Issue

S

scranford

Member
Hi,

I've posted here (Windows 7 issue), and sent (2) emails to the support email, but can't seem to get my issue on authorization on my laptop computer fixed. I have a functioning licenses on my desktop...which by the way I'm holding off upgrading to Windows 7 ONLY because I can't get this issue resolved on my laptop.

I upgraded to Windows 7, and it won't reauthorize. You can check the support forum for the exact error message, but I believe that the license needs to be reset from your end. If I can't get this resolved today then that will make two weekends I haven't been able to use my Laptop as my character sheet. I know you guys normally respond quickly, but this issue has been unresolved since Last Friday. You guys did reset one of the license, the one that I haven't upgraded yet, but I've sent the info twice, and can't seem to get this resolved.


Grrrrr....I hate DRM. It's like I'm renting this software, not owning it, and I have to keep calling my landlord to change the locks, but he doesn't work weekends.
 
Paid the rent

Well you guys did it. You got another $10.00 out of me. Good thing I've already got tons of content input, or it would have never happened, but I guess I'm out of secondary licenses to buy, so next time DRM shuts me out I'll have to buy the full version again. I needed to use this program that I OWN by the way, but you guys did not respond to either my forum posts, or my multiple emails to support. I guess that's one way to raise additional income, just don't respond to customer issues, and if they have enough time invested they will just buy a secondary license so they can use the program.

The thing is I'm not really PO'd. It's sad that in the world today we just come to expect poor customer service, and don't even get upset about it. Have a pint or two on me for the rental I paid on your program.

You guys are great software developers, but maybe you should hire someone with a conscious to run customer service.

PS: You should enable your error blocks to be copy/pasted, so I don't have to type in the whole long error message.
 
Thats a little harsh on the comments, their customer service is great for being run by just a couple people. The DRM they have set up sucks, but they have to do what they can to protect their sales, otherwise they will be out of business.
 
I believe this issue got sorted out Friday night. It was a combination of horrible timing (i.e. sending emails right after the support queue was emptied for a maximum wait time) and not providing us all the info we needed the first time (which necessitated an extra cycle with support).

A few years ago, we polled our customers and asked whether it was more important to keep the product cost down or improve service details like technical support turn-around (which costs money to staff). The response was strongly in favor of keeping the product cost down, which is what we've done so far. Perhaps we need to re-evaluate this.

To my knowledge, all error messages within Hero Lab should possess a right-click menu with a "Copy to Clipboard" option. If we've missed a spot, please point it out to us so we can address it.
 
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