Search
Forum Home | Login
G4E
G4E
Join Date 06/2005
0

Error when trying to buy skins - Stardock Support aren't helping

I get an error when I try buy Master Skins and Stardock Support doesn't seem to care.

September 11, 2008 7:02:01 AM from WinCustomize ForumsWinCustomize Forums

I have been trying to buy Wraith and ecoLogical for over a week now and get varying errors before I can complete the transaction. I have mailed sales@stardock.com repeatedly, I even got this reply:

Hello,

I have forwarded your issues to our webteam so that they can look into it. One of them suggested trying to use a computer that's on an entirely different network. You may be using different computers, but if they are all going through the same router, you will still have trouble.

I have attached our mail order form if you would like to use that in the meantime.

Regards,
Melissa
Stardock Sales

that was over a week ago, I replied to it again yesterday and still no response.

I have used 2 different computer, 3 different browsers on each (IE, FF and Chrome) I have used a dsl connection through a router, a 3G modem on each (2 different modems with 2 different ISPs). I have cleareed the cookies, I have even cleared all private information, history, cache and yest I still cannot complete the transaction. Whenever I have cleared the cookies etc, I then restart the computer so there is no left over crap that could affect it.

My last succesful transaction was Harley Davidson Classic purchased from the MyColors site (still Stardock store) on 26 August 2008.

If I use the wincustomize site I get as far as putting in my credit card details before getting an error. If I start at store.stardock.com I get to process the transaction before getting an error. Also if I use store.stardock.com I get the option to pay via paypal (which if I select also gives me the error when processing the transaction) which I don't get when purchasing from the wincustomize site. I suspect this is more to do with discounts as I dont get the wincustomize discount when using the stardock site (Yes I even tried buying them at full price to try get them).

I have seen from the wraith thread someone else has also been having trouble trying to buy the blind.

Please help me sort this out, it is beyond frustrating.

PS I can use the card for purchasing from other sites and have tried 2 other debit/credit cards to complete the transaction without any luck.

Gavin

Locked Post
Search this post
Advanced Search
Subscription Options
Reason for Karma (Optional)
Successfully updated karma reason!
2 Pages1 2 
G4E
Lantec
Join Date 07/2003
+346 wcwizop
Reply #1 September 11, 2008 7:23:10 AM
from WinCustomize ForumsWinCustomize Forums

It appears to me from all the different posts I see that there is some kind of Tier 1 peering problems going on. The problems may not be at Stardock but between certain ISPs. Another reason I believe this is that I've started getting emails 2 to 3 days after they were sent from clients using networks other than mine.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
aufisch
Join Date 01/2002
+24
Reply #2 September 12, 2008 12:08:09 AM
from WinCustomize ForumsWinCustomize Forums

Hi Gavin,

I was the other person with exactly the same problem. For more than 5 days I tried to purchase the premium-skins. I had cleared my cache, my cookies and my everything, but nothing worked.I had the same dropouts at the same stages of the transaction as you.

Unfortunately I can't really help you as my purchase suddenly went through last Wednesday. I have absolutely no idea as to why though as I haven't changed anything on my system, and the email from sales told me to clear my cache, cookies... 

Lantec: My ISP is 'Sunrise' and I am in Switzerland, so I am not sure how that fits in with your Tier 1 problem.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
DorkCoffeez
Join Date 03/2006
+115
Reply #3 September 13, 2008 12:16:41 AM
from WinCustomize ForumsWinCustomize Forums

The store is currently being looked at. We don't have a clear answer for you. The trouble is while people have had something of the same problem it actually isn't. We have been helping people individually while doing service work web/server/storewise. I will do another follow up with the developers on this matter and report back anything that I hear. In the mean time if you like email us at support instead of sales and include the link to this forum post. I will do what I can to assist you.

Please refrain from posting any responces you get from our support or sales staff in the forums.

Reason for Karma (Optional)
Successfully updated karma reason!

Sign Up or Login and this ad disappears!
There are many great features available to you once you register. Sign Up for a free account and browse the forums without ads.

G4E
G4E
Join Date 06/2005
0
Reply #4 September 15, 2008 3:27:18 AM
from WinCustomize ForumsWinCustomize Forums

Thank you.

 

an e-mail is on its way

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
DorkCoffeez
Join Date 03/2006
+115
Reply #5 September 15, 2008 9:54:49 PM
from WinCustomize ForumsWinCustomize Forums

The weekend traffic was pretty harsh, if you don't hear from us by Weds (assuming that you send the email around the time you posted here) please PM me the ticket number and I will look into it for you.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
mcsam
Join Date 04/2001
+2
Reply #6 September 18, 2008 3:04:15 AM
from Stardock ForumsStardock Forums

I've also been experiencing similar problems w/o any resolution.  My last purchase @ the Stardock Store was on Sept. 11, 2008, but on Sept. 13th I attempted to purchase 2 Master Skins & went through the same frustrations as Gavin listed.

I've cleared the caches, changed computers, tried various methods of payment but nothing works!  Simply put as of September 13th I cannot purchase products from the Stardock Store & have no idea why not?

Hopefully this situation will be solved sonn...

 

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
Omegatec
Join Date 03/2002
0
Reply #7 September 18, 2008 7:30:05 PM
from WinCustomize ForumsWinCustomize Forums

I am in the same situation as Aufisch. I tried using two different computers in Switzerland and I have the same issues (I also received the same reply from Stardock as G4E did).The problem also began for me between 12/13 September.

One difference that I did notice is that when I attempt to make a purchase it is now prompting me to re-enter all my billing information. This was not the case before since I always made my previous purchases when i was logged in and it seemed the billing information was automatically provided by my stardock account.

I am currently in Malaysia on a business trip, but all attempts to purchase from here resulted in the same. This may be a different issue as I have been informed by Stardock that certain IP address ranges are restricted from making purchases. I have no idea if Malaysia is on the list or not (is there a published lsit of prohibited countries/areas?).

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
DorkCoffeez
Join Date 03/2006
+115
Reply #8 September 18, 2008 9:40:58 PM
from WinCustomize ForumsWinCustomize Forums

Can you both post the ticket numbers you have through Support@stardock.com? I can't confirm account information through the forums. I will do my best to bring some resolution for you as fast as possible.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
Omegatec
Join Date 03/2002
0
Reply #9 September 19, 2008 1:18:13 AM
from WinCustomize ForumsWinCustomize Forums

Seabass...My ticket number is #JRB-773736....Thanks

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
DorkCoffeez
Join Date 03/2006
+115
Reply #10 September 19, 2008 4:14:29 PM
from WinCustomize ForumsWinCustomize Forums

The ticket was sent to the web team by sales to better assist you. Please look for a reply soon (though likely after the weekend). Follow up with me if you don't hear anything back for a bit.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
mcsam
Join Date 04/2001
+2
Reply #11 September 20, 2008 7:31:44 PM
from WinCustomize ForumsWinCustomize Forums

As requested, Ticket ID: NEE-750398

Thanks for looking into this!

 

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
G4E
Join Date 06/2005
0
Reply #12 September 22, 2008 8:03:46 AM
from WinCustomize ForumsWinCustomize Forums

#BTY-106080

Seabass I wish everyone was as polite as you.

When I resent the mail as you requested, the reply was that the e-mail was received the first time that I had sent it and that it would be escalated again, no apologies, no "I will look into it personally", nothing.

It is disapponting that after 3 weeks I have still not been able to purchase the skins and the only person who seems to be in the slightest bit interested is you. I have always had excellent support from Stardock (espicially milksama with Impulse).

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
mcsam
Join Date 04/2001
+2
Reply #13 September 23, 2008 10:16:16 PM
from WinCustomize ForumsWinCustomize Forums

Has anyone who was having problems purchasing skins solved their problem?  If you have could you please tell me how?

As I have every day since Sept. 13th, today I attempted to purchase a skin through WinCustomize, MyColors etc. and the order cannot be processed.

I've been an Object Desktop subscriber since 1999 and have never experienced a problem like this with no end in sight!

Any info would be really appreciated.  Thanks in advance.

 

 

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
DorkCoffeez
Join Date 03/2006
+115
Reply #14 September 23, 2008 11:18:18 PM
from WinCustomize ForumsWinCustomize Forums

I doing follow ups on several tickets that have reported this problem. In the case of G4E we have taken many steps to solve the problem but have not had sufficant explination yet. Trouble is we are fixing individual cases with downloads and purchases through individual corrections to accounts. I would encourage you MCSAM to contact us at support@stardock.com so we can fix this for you. As it is no account information can be shared in the public forums, of course.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
Omegatec
Join Date 03/2002
0
Reply #15 September 24, 2008 11:04:48 AM
from WinCustomize ForumsWinCustomize Forums

Mcsam,

I still have the problem. I was just looking at the profiles of us on this thread with this problem...

  • G4E - South Africa
  • Aufisch - Switzerland
  • mcsam - Canada
  • Omegatec (me) - Switzerland

Have any of you attempted to make a purchase (since 13-SEP) via a computer with a USA ip address? I have tried computers in both Switzerland and Malaysia and neither works. Tomorrow I will remote to a USA computer and see if it makes a difference.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
DorkCoffeez
Join Date 03/2006
+115
Reply #16 September 24, 2008 10:42:41 PM
from WinCustomize ForumsWinCustomize Forums

Omegatec - if you do have troubles with that purchase I would like to know about it. Please send an email to us at support (support@stardock.com) with a link to this thread and IP addresses you have used. Thank you much in advance!

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
Omegatec
Join Date 03/2002
0
Reply #17 September 25, 2008 12:36:58 PM
from WinCustomize ForumsWinCustomize Forums

Seabass,

Well I finally was able to purchase the master skin ECOLOGICAL by I.R. BRAINIAC today.  I had to connect remotely to my friend's computer in Florida which has a USA ip address. I was able to use my Swiss credit card for the purchase. 

The only minor issue is that it the billing process did not properly recognize me as a Wincustomize subscriber so it charged me the full amount of the product (USD 5.95) and it did not give me the usual 20% discount.  This automatic discount feature used to work for me before 13-SEP. I will follow up with sales@stardock.com for this minor issue.

Hopefully this purchase will provide you with more information for diagnosing this problem. Is it only affecting users with non-USA ip addresses? Has anyone with a non-USA ip address been successful in making a purchase since 13-SEP?

As requested, I will send you a separate email at support@stardock.com with more info.

Thanks.

 

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
DorkCoffeez
Join Date 03/2006
+115
Reply #18 September 25, 2008 4:54:44 PM
from Stardock ForumsStardock Forums

I have asked our Net Dev group to take a look at this issue. Thanks very much for the follow up and let me know if you have any further issues.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
G4E
Join Date 06/2005
0
Reply #19 September 30, 2008 6:21:54 AM
from WinCustomize ForumsWinCustomize Forums

I am still not able to purchase the skins I want, I am now up to 5 in my shopping cart. To date still no contact from support, I hope that they are trying to fix this.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
Omegatec
Join Date 03/2002
0
Reply #20 September 30, 2008 9:30:38 AM
from WinCustomize ForumsWinCustomize Forums

G4E,

I have not had a response yet, but I tried again to make a purchase today from Switzerland with no luck. Are you connecting via a non-USA ip address (your profile location says South Africa...)?

Thanks

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
G4E
Join Date 06/2005
0
Reply #21 September 30, 2008 6:27:40 PM
from WinCustomize ForumsWinCustomize Forums

Yes, I am in South Africa and have tried 3 different ISPs and computers to no avail.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
Omegatec
Join Date 03/2002
0
Reply #22 September 30, 2008 11:38:56 PM
from WinCustomize ForumsWinCustomize Forums

My basic diagnosis is that some change was implemented around 13-SEP that makes it impossible for us outside the USA to make purchases.  This is just a guess though as any info on this problem's root cause analysis has yet to be shared with us.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
G4E
Join Date 06/2005
0
Reply #23 October 1, 2008 4:10:05 AM
from WinCustomize ForumsWinCustomize Forums

I have been trying to buy skins without luck since the 3rd of September.

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
Omegatec
Join Date 03/2002
0
Reply #24 October 2, 2008 9:08:23 AM
from WinCustomize ForumsWinCustomize Forums

G4E,

I also have several products I want to buy, including vStyler's Outer Limits skin. I ended up going to maxstyles.com to purchase the product directly from this other site.  

The cynical me is thinking that the effort Stardock Support is puting forth to solve this problem is directly proportional to the amount of income Stardock pulls in from us "foreign users". 

Reason for Karma (Optional)
Successfully updated karma reason!
G4E
Neil Banfield
Join Date 04/2001
+1104 sdemployee
Reply #25 October 2, 2008 2:32:29 PM
from WinCustomize ForumsWinCustomize Forums

I understand this is still being investigated.

Reason for Karma (Optional)
Successfully updated karma reason!
2 Pages1 2 
View all recent posts
Mark all posts as read Delete cookies created by the forum Return to Top
Stardock Forums v        Server Load Time:   Page Render Time: