PlanetZ forums - scopeusers.com

I am still waiting after 8 weeks

yay! got modular 4

hewlet wrote:I am still waiting after 8 weeks

PM GaryB.
He helped me and I got the keys the day after.

Christian

Latest Update : still no response from support after 5 weeks and 4 emails, so raised a dispute with paypal. Hopefully that might spur some action.

I'm still waiting too for my ProWave keys.

i'm responding to everyone who has this kind of problem. i've sent a number of emails tonight.

one letter to support is sufficient to start the process of fixing what is clearly wrong.

it's simple. there were tons of orders. the system overloaded. then people naturally began to write lots of emails. soon there were many hundreds, maybe a thousand emails. when there are that many emails and lots of duplicates, it just can't be managed. only one person can make keyfiles, and it's not automated. that person has to do more than just keyfiles, there aren't many employees and everyone has many hats. an automated system that will deliver keys immediately is planned and has been in development since before the sale, but time constraints...

there's no need to feel sorry for S|C, i feel sorry for the customers, but i can assure everyone that it's not an evil plot. it's not cool, but it's understandable. it's the kind of thing that happens to small operations.

i'm not telling anyone how they should handle the situation, but i'm confident that the mess can be cleaned up and that everyone who wants to be happy can be so in the end if you write a letter to support, not two or three, but one letter including your card's serial number, your order number and for the bonus a copy of your receipt and for a double bonus for v5.1 purchases, attach your old keyfile. i or another employee will answer within a day. after that, it may take a couple of days to actually get a new keyfile.

Thanks for the info gary.

Soniccore could have saved themselves a lot of grief if they had employed a temp to just respond to the emails. If i'd have received an email saying "we're busy, please be patient" I wouldn't have bothered sending any more. But 5 weeks without a response simply encourages people to escalate.

It's gotta be a German thing.
NI did this to me for a 60 day period with their get 'em while their hot pre order.
I would start posting on thier Facebook page.
This is starting to embarrass even the most loyal amongst us.
Maybe they invested in GOld to turn around and sell for a profit.......?
That usually a 45 day turn around. I just went through that with a smeltering facility in Utah...

SSJ wrote:Thanks for the info gary.

Soniccore could have saved themselves a lot of grief if they had employed a temp to just respond to the emails. If i'd have received an email saying "we're busy, please be patient" I wouldn't have bothered sending any more. But 5 weeks without a response simply encourages people to escalate.

i agree, then again, the volume was unexpected and a temp wouldn't have helped, except to manage people's expectations. there is still only one person to make keys. anyway, this should be sorted out very shortly. as i said, if you write the letter to support, i'll see it and respond.

I'm waiting for my keys as well. I bought the upgrade to scope 5.1 during the promo.

I have been busy myself and thus haven't chased it up. But if there is an error in the books somewhere I thought I'd better chuck my name in the ring to.

Cheers
Ben Chase

The way i see it is this.

Getting the plug ins at the price they sold them for on revolution day means you should be able to put up with a bit of a wait.

Got my keys today, so a happy bunny once more.

Crazy, wath is this, just one week i wait, and i am already , can t use my card, that 3 months i dream to build my system, i ve bought an old card a month ago and last week, after safe money to buy scope 5.1, i bought scope 5.1 to run on my 64 bits system and modular 4, still waiting, and one week is already long, gary hasnt told me that it will be so long, and he doesn t answer to my email now... Just crazy, it would be normal to receive information about order, nothing is just "wait and hope"

what makes you think that i'm not answering your email?
i don't think there are any emails to me that go over a day or so, but anything can happen.

i don't make keys and i'm not in Germany. i can't tell you how long it will take. i DO keep orders that are stale in front of the keymaker's face, however.

there are literally a handfull of people who make up S|C. they are working as fast as they can. i AGREE, it's not good enough, but please folks, reality is reality. there's no way for people to create shadow clones to do their work for them.

anyway, if you have a problem with ME, it's very easy to get in touch with me. shaming me in public won't help. i'm already willing to do what i can for customers. i'm in contact with Holger about this issue. believe me, we want to get out of this hell more than you want us to, and i know you want a solution NOW.

all we can do is give apologies for the moment and work to eliminate this from happening in the future. we can't do anything about the future, until the present is made correct. almost all of the backlog is done, but obviously, there are still some left. i don't think anyone really understands how hard it is for one or two people to wade through hundreds and hundreds of important, but duplicate emails.

How, cool, that s a good way to have news, on 10 mails i send you i have two answers the day after (so you read email i send you) , and nothing on the last day, so you open my mail, where you can read "please" and you jump to the next without answer ...very cool... When i read this post i am very exited to see that you know that it can take 8 weeks and you didn t tell me anithing about that just a little "i follow your information"
Very Nice

first, i don't know who you are.

second, i'm not here to argue with you, we can do that in private if that's what floats your boat.

third, i'm not in charge of keyfiles, but i'm doing my best to make sure that everyone gets their keyfiles at this point. if you want me to help, i'm happy to help. after i forward your info, you have to give it a day or two for something to happen. if it doesn't happen, i can ratchet up the alarm, but only if we are both on the same page. i CAN'T answer to things that i don't know like "how long will it be?" or "exactly why did this happen?". i'm not in Germany.

fourth, i'm not always in a location where i can access the support server, nor when i access it, can i always give an immediate response(like right now). if you write several times a day, as a couple of people have done, it just makes a mess that i can't deal with and i stop answering. any of these things may have occured. i do my best.


i'm not making any excuses. there's no defense for the fact that you are still waiting(if that's the case), but it's incorrect if you think that nobody cares if people haven't received keyfiles.

look, the system was overwhelmed by the independance day sale. of course that's our fault. personally, i'll do what i can to help fix anything that is #$$%%ed up if you give me a chance to do so. if you want to trash me, that's fine. i'll still try to help.

"we re really apolagize, we re really busy at the moment so please be patient and you ll receive your key in the next weeks, we do all we can so we don t forgot you but for the moment it s just impossible for us to answer immediatly to your order"

just a simple text to tell that it could be long, because every time i buy a software i received keys the day after (the most long i wait is one day for aalto, because randy is alone to do everything), that s why your mailbox is full, if i know that it can take a long because the team is too busy, i can understand( ), but if you didn t tell anything about that, every day i open my email and hope to see my keys, beacause my card is installed and no sound get out for the moment...

Still no keys after 2 months, i try to contact Visa in a couple of days, maybe i should try to set up an new order, or cant SC handle these days ?

again, write an email to support with your card's serial number, your order number, and if you can, the payment receipt attached and i'll make sure you get your plugins. almost everyone who has had a problem has had the problem sorted out and fixed. we may have not done a good job with delivery on this sale, but there is NO intention to take your money without returning product to you.

garyb wrote:again, write an email to support with your card's serial number, your order number, and if you can, the payment receipt attached and i'll make sure you get your plugins. almost everyone who has had a problem has had the problem sorted out and fixed. we may have not done a good job with delivery on this sale, but there is NO intention to take your money without returning product to you.

I have send all info to support several times, i did recive an email today from support in german, i dont understand what they are writing, i cant read german, they should write in english.