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xhanubis
xhanubis
Join Date 12/2007
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Where the hell is customer support!!

I need my serial to use the Damn! software now!!

December 11, 2007 10:48:34 PM from Stardock ForumsStardock Forums
Ok this is but I rant,

I re-installed vista and my bad I forgot to back up email...havent really lost much I can't live without except for my tweakvista activation code. I contact these guys with my paypal cart ID for the purchase and requested my password be sent to me.

After about 5hrs of no response, I get a reply asking me to supply my email address...I dutifully supplied the email address and have had not response until now...I am thinking they all gone home so I have to wait until tommorow!

NOW THE RANT!!

Are you people out of your fucking minds!! just email the fucking code to my account thats listed with my paypal account don't ask me for another level of verification when this is like going to the fucking post office!!

Email takes minutes where I come from...I dont have time to fucking go back and forth with you every couple of HOURS just to get my activation code back!! just send it to the fucking email I have on file and stop wasting my fucking time!! The software is $19 stop being fucking retarded about it. you will only lose customers who dont have time to be beaten over their heads for silly shit!!

anyway end of my rant.

Now Stardocks support please just send me my activation code...and be quick about it and might actually consider buying something else from you in the future.

Thank you Jermaine Valentine
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xhanubis
ZubaZ
Join Date 11/2001
+917
Reply #1 December 11, 2007 10:57:44 PM
from WinCustomize ForumsWinCustomize Forums
If you would install Stardock Central and install TweakVista from there it will detect your email and activate.
You may also be able to get it from here
There may be someone available in irc that can assist too.  GreenReaper is the TweakVista master  [irc.stardock.com, #stardock]

The only official method of contacting support is emailing support.stardock.com, stardock.helpserve.com, and phoning the office during business hours (Central Michigan).

To a degree I understand you frustration . . but what is it you wnat to do with TweakVista that is so urgent?  Which part isn't "active"?
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xhanubis
Jafo
Join Date 03/2001
+1845 sdemployee
Reply #2 December 11, 2007 11:02:33 PM
from WinCustomize ForumsWinCustomize Forums

I really do not see the reason for the rant.

A polite request for assistance from Stardock Support will actually be all you need.

As long as you're corresponding with support@stardock.com there's no value to this post other than to vent your spleen.  Consider it vented...

Thinking logically, the error requiring the sending of the serial was yours alone....failing to backup information prior to OS reinstall.

I should lock this as it is very likely to attract numerous respondents both at odds with your 'rant' and supporting Stardock...

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xhanubis
Bichur
Join Date 10/2003
+253
Reply #3 December 11, 2007 11:07:14 PM
from WinCustomize ForumsWinCustomize Forums
I should lock this as it is very likely to attract numerous respondents both at odds with your 'rant' and supporting Stardock..


oooh oooooh me 1st!!!!!!!




waaaaaahhhhhhhhh
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xhanubis
xhanubis
Join Date 12/2007
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Reply #4 December 11, 2007 11:22:58 PM
from Stardock ForumsStardock Forums
hahaha Ok not sure if you guys are reading this right...but basically from the replies you are saying I need to install another program to install the program I want? LOL no thanks.

I have the software its installed its not activated...and what I want it for that is urgent...is to "tweak my system" (wink) yeah...pretty much the reason I purchased the software to begin with.

And the reason for the rant is...if you take some time to read before typing...is that I contacted support and made a request for said activation key. I included all the relevant information.

The rant is because customer service took 4hrs to respond, and when they did it was to ask for information they already have not to provide a solution. I sent them a reply...and have not heard from them 6 hours going now! hence the the rant is about...CUSTOMER SERVICE DROPPING THE BALL.

"Thinking logically, the error requiring the sending of the serial was yours alone....failing to backup information prior to OS reinstall."

I did not try to blame Stardock for this error, and the first thing I admitted was my bad...I have no problem with the program its about the support for that. I made an error I lost my key...thats why you have support...I have contacted them 10 hours ago and to this moment I still have no key!

Thats the issue...man I feel like I am teaching school again...and this time my student is not too bright.



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xhanubis
GregII
Join Date 02/2005
+23
Reply #5 December 11, 2007 11:24:50 PM
from WinCustomize ForumsWinCustomize Forums
Why is there always one?
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xhanubis
xhanubis
Join Date 12/2007
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Reply #6 December 11, 2007 11:25:06 PM
from Stardock ForumsStardock Forums
Sorry that last bit was totally un-necessary but yeah please read what people have to say even if you dont agree.
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xhanubis
Bichur
Join Date 10/2003
+253
Reply #7 December 11, 2007 11:34:08 PM
from WinCustomize ForumsWinCustomize Forums
did not try to blame Stardock for this error, and the first thing I admitted was my bad...I have no problem with the program its about the support for that. I made an error I lost my key...thats why you have support...I have contacted them 10 hours ago and to this moment I still have no key!


no, you very politely pointed out it was your fault, then rant like some little 6yr old because it's taking too long for someone else to fix your mistake

Thats the issue...man I feel like I am teaching school again...and this time my student is not too bright.


and has the student learned the benefits of back up yet?
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xhanubis
ZubaZ
Join Date 11/2001
+917
Reply #8 December 11, 2007 11:42:38 PM
from WinCustomize ForumsWinCustomize Forums
Stardock support is not 24/7. They have friends and families.
I'm sure you are in the queue and will be handled in the proper order.

As to you sending the information . . perhaps the information did not result in a match. A paypal email and a Stardock registered email may not match.

Also, according to the support link at the Stardock support page you can expect a reply within 48 hours and the contact page indicates the business hours and sets expectations on after-hour support.

I'm sorry that your expectations for support were not met. I hope the rant made you feel better. Now you can wait. Hope it works out for you.

ZubaZ suspects Jafo was right about locking the thread 
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xhanubis
xhanubis
Join Date 12/2007
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Reply #9 December 11, 2007 11:49:14 PM
from Stardock ForumsStardock Forums
Yeah I feel better thanks, all of you for your wonderful support and words of encouragement. And yes I have learned the benefit of backing up as well.

Thank you all and to all a goodnight!
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xhanubis
Frogboy
Join Date 03/2001
+2419 sdemperor
Reply #10 December 12, 2007 12:01:57 AM
from WinCustomize ForumsWinCustomize Forums
Why didn't you just go to www.stardock.com/support and type in your email address and have it automatically email you your serial #?
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xhanubis
xhanubis
Join Date 12/2007
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Reply #11 December 12, 2007 12:09:25 AM
from Stardock ForumsStardock Forums
Thank you Frogboy.

Now rather than send me a useful request asking me for my email this is what customer support should have done refer me to this page.

I now realise my request was even simpler than I thought...and yes I DO BELIEVE that customer service fell down on this one.

Thanks again dude, you rock.
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xhanubis
ZubaZ
Join Date 11/2001
+917
Reply #12 December 12, 2007 12:12:15 AM
from WinCustomize ForumsWinCustomize Forums
Thanks again dude, you rock.
Second line of reply #1 would have done the same thing. 
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xhanubis
scorpNZ
Join Date 12/2005
+17
Reply #13 December 12, 2007 12:15:57 AM
from WinCustomize ForumsWinCustomize Forums
^^^^*mutley laugh* @ frogboy's post ^^^^^ yeah anyway xhanubis ma man,i can understand why you would'nt want to install stardock central to download & install it,i was quite miffed when i first bought ObjectDesktop ,only to find i had to use a manager to get it all, as i'm use'd to just using the .exe file, plus i get to make a hardcopy on cd or dvd ,well 2 years down the track i'm well over it, as it's quite a handy way to see what updates are available inc beta releases,more importantly SDC does'nt take up stuff all space & it'll make autobackups for you, (tho you'll need to transfer them to hardcopy before reformat ) ,just give the dam thing a go for 3-4 months it ain't gonna kill ya, tho support might wanna give you a headshot for this topic
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xhanubis
xhanubis
Join Date 12/2007
0
Reply #14 December 12, 2007 12:19:05 AM
from Stardock ForumsStardock Forums
hmm will give it a whirl will let you know how it works out. Once again community putting paid support to shame.

(activate tweak vista and begins tweaking happily)

Thanks again
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xhanubis
ZubaZ
Join Date 11/2001
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Reply #15 December 12, 2007 12:22:10 AM
from WinCustomize ForumsWinCustomize Forums
Once again community putting paid support to shame.
  Much easier to do when they are abed. 
ZubaZ assumes miscommunication more than anything else.  Supprt at SD is typically above par.
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xhanubis
killajosh
Join Date 10/2007
+40
Reply #16 December 12, 2007 1:07:53 AM
from WinCustomize ForumsWinCustomize Forums
I now realise my request was even simpler than I thought...and yes I DO BELIEVE that customer service fell down on this one.


Ya know, I wait 5 days to get help for software I paid $50 for (it was Thanksgiving), and I didn't cry like a lil baby about. But when I finally got the support, the folks from SD spent over 2 hours on the Stardock IRC with me so I could use my software. And just out of curiosity, did you not think to visit SD support to begin with? And if you did, how did you not see the box with "Need your serial number,or the latest enhanced build, or your Stardock.net Login?", at the very top of the page?

You really should think about what you type before you post it. You only made yourself look like an immature little prick...

Now that's my rant.
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xhanubis
Phil Swinney
Join Date 01/2004
+1
Reply #17 December 12, 2007 1:30:42 AM
from WinCustomize ForumsWinCustomize Forums
I just don't understand the liberal use of the "F" word. Was that really necessary? I understand the frustration, but I have to agree, why didn't you just download the Stardock Central program and access the codes through there? Perhaps you should take a vocabulary course from Reader's Digest and learn a new word a day for a year at which time you can post a rant that shows signs of intelligence. The English language is so rich in descriptive words that we don't have to resort to foul and abusive terms that some tend to dismiss as commonplace. Shame on you. Do you kiss your Mother with that mouth?
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xhanubis
killajosh
Join Date 10/2007
+40
Reply #18 December 12, 2007 1:37:53 AM
from WinCustomize ForumsWinCustomize Forums
Do you kiss your Mother with that mouth?


heeheehee!
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xhanubis
Vampothika
Join Date 07/2006
+590
Reply #19 December 12, 2007 3:17:24 AM
from WinCustomize ForumsWinCustomize Forums
maybe the email was sent to junk? Its one of the first places I look when I havent had a response for support from any site.......... (shrugs) It can happen sometimes..........
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xhanubis
killajosh
Join Date 10/2007
+40
Reply #20 December 12, 2007 5:09:28 AM
from WinCustomize ForumsWinCustomize Forums
maybe xhanubis should learn some patience. it is the weekend, and SD support is NOT open 24/7. personally, i think a mouthful of soap would do 'em a world of good.....

i have nothing else to say about this.
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xhanubis
DorkCoffeez
Join Date 03/2006
+115
Reply #21 December 12, 2007 12:22:46 PM
from Stardock ForumsStardock Forums
Xhanubis you have my apologies that you had such a rough time getting the info that you needed.

That said there are many channels that support can be reached. Just about everyone here has pointed out the multiple of ways that could have happened and they were listed where you were seeking the support so I won't bother going into it. We pride ourselves on trying to be the very best type of support out there so I wanted to get in on this. Had you contacted us at the email you would have gotten a reply in less than a day. We say 48 hours of course but I am proud to say our turn around time is generally 24hrs or less. You didn't use any of them and we would have been happy to correct this for you.

I am glad things are fixed for you however should you need further help please let us know directly and we will do all that we can to have our software working for you as quickly as possible.

As a side note we are people too and screaming will not help you. The more polite someone is the more I go way out of my way to help them. Nothing personal just human nature. Also had you put that rant in an email to us the filters would have rejected for the use the of "F" word.

I stand ready to help whenever you might need it.

Cheers,
Seabass
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xhanubis
vStyler
Join Date 11/2004
+919
Reply #22 December 12, 2007 12:34:50 PM
from WinCustomize ForumsWinCustomize Forums
it is the weekend


It's weekend there ? Must be nice   

To the OP, write it down this time, that way you don't have to insult anyone in the future.  
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xhanubis
Lantec
Join Date 07/2003
+346 wcwizop
Reply #23 December 12, 2007 12:42:29 PM
from WinCustomize ForumsWinCustomize Forums
It's weekend there ? Must be nice


he lives in Daytona.........it's always the weekend there.
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xhanubis
highlander
Join Date 01/2007
+64
Reply #24 December 12, 2007 12:53:37 PM
from WinCustomize ForumsWinCustomize Forums
Xhanubis,

As Seabass said, we in Support are ready to assist you. You mentioned one thing about using Paypal, sometimes the PayPal e-mail addy is different from your Stardock account addy, this results in a new account being made (PayPal e-mail), while you wait expecting your information to come to your Stardock e-mail box.

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xhanubis
Fuzzy Logic
Join Date 05/2002
+493
Reply #25 December 12, 2007 1:32:08 PM
from WinCustomize ForumsWinCustomize Forums

I think a big thank you should be given to Stardock support staff. They are always helpful and polite, even in the face of abuse.

Well done guys, you are the best   

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