Still waiting for license after purchase
I purchased an upgrade license from v.8 to v.9 on Monday. My bank account was charged, but phase one did not provide a license. I started a support case, no license so far. Today it is Friday. I am fully aware that I have a 30-day trial period. That´s not the fact. For over a decade I have never seen such a behavior, whenever I purchased software online. If I have paid my license fee, I expect a license key in return. Maybe that is an old-fashioned attitude, but that´s me. Anything else with similar observations?
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Something must have gone wrong - this is not the normal process. When I paid for the upgrade, I got an immediate email with my license key, and if I recall right it appeared on-screen in my browser too. The email hasn't ended up in your junk email, has it?
Ian
Edited to add: see the post from NN635046986654794641UL (seventh post in the thread here )
It seems there may be a problem with activation codes in some cases that they are working on.0 -
Junk mail was checked. If I check my order history, there is no license key either. Never seen such a strange behaviour. 0 -
Please contact our Support team right away, if you haven't done already. 0 -
[quote="Christian Gruner" wrote:
Please contact our Support team right away, if you haven't done already.
I have done it already twice. The initial reaction was "yes, we will check!". That´s it, nothing has happened so far.0 -
[quote="NNN635406136646578800" wrote:
[quote="Christian Gruner" wrote:
Please contact our Support team right away, if you haven't done already.
I have done it already twice. The initial reaction was "yes, we will check!". That´s it, nothing has happened so far.
I have been posting regarding this issue for several days. I have tried endlessly to get a response from PO regarding this issue. You are correct. You should have received an email with your key. I should have received an email with my key. Unfortunately, even though a CO user since version 7, I cannot get a response in this matter. I too purchased CO9 on Monday. I bought the full version rather than the upgrade as I need the 3 seats for my studio computers.
I received my confirmation email ASAP. I expected to receive my invoice and key shortly thereafter as per usual. As previously stated above, yes, this usually arrives within a very short time. After not receiving my email, I went onto my account to verify my purchase. There are 3 listings. My purchase of CO7, it's product key listed, and a button to view my receipt which shows my actual receipt including it's key. The same for my purchase of CO8. At the top is my purchase of CO9. It does not list a product key number. When I press the view button, I get a screen that looks rather like a generic HTML templet with large black squares where any data should be and truncated PO data to the side.
I created a report to Tech Support at this time as this is obviously some sort of issue in their system. I did not have a key but was able to submit this report. Normally when you submit a request, you get an response when your answer is posted. I did not get any such response. After several hours on I finally went on and looked at my account. My submission to Tech Support was marked "solved" and there was a terse comment that I should contact PO Payment Support. I was never notified that there was a resolution posted.
I then contacted PO Payment Support as directed. Support verified my payment and the issuance of my key. They said I had only to go on my account to see it. I said that is the problem, it is not there. I sent them a screen capture of my account page. I did not hear back for over 24 hours. The only response was I then got an email of my Invoice confirming my payment and CC transaction number, and no key number where that number is normally listed on PO's invoices.
I then went onto my account to see if maybe it was at least there. No, and my account page is exactly the same after 5 days with no response from PO and NO KEY.
I posted here as I have never had this type of issue with PO before, or any other company for that matter. The only response I have received was from PO Payment Support when I came back to them regarding the invoice which I finally received with no key. The they then emailed me at that time indicating they had programming problem and they were working on it. On what I do not know, because it seems others here are in receipt of their invoices and keys. He said he would get back to me when they had a fix. It has now been two more days and I have had no response.
I tried 3 time to go back and submit a request to Tech Support on my account. Upon submitting each time there was no entry, no confirmation of my submission, just as though I had never made the report.
Please advise if you get any sort of response in this matter. The forums are the only other source of help in these situations and I have had no response from PO. I was hoping to get the contact of someone at PO that actually can do something to clear this matter. At lease you got someone from PO to come on and tell you to contact Tech Support. Good luck with that. I hope they respond to you. It now appears my only recourse is to contact my CC company and cancel my payment. I don't know what else to do.
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Your story could be my story. Sounds pretty familiar to me. I tried to contact them via several means, support case, phone call and web-based contact form. No luck at all. Now I have made a claim via PayPal to push them for a response.
I have never experienced such a mess in over a decade of online shopping.
If there is a problem with providing license keys for some technical reasons, hey, it is that easy. JUST DROP US A NOTE!
We are requesting a basic thing: COMMUNICATION!
Perhaps they see us as some poor suckers, just purchasing a software license, which is not important enough. Let´s buy some pricey Phase One cameras. I guess, we will have their attention immedeatly.0 -
When I had a problem with the subscription payment (you'll hear from them directly), I got emails from paymentsupport@phaseone.com. Maybe try that email. 0 -
[quote="harald_walker" wrote:
When I had a problem with the subscription payment (you'll hear from them directly), I got emails from paymentsupport@phaseone.com. Maybe try that email.
Harold,
Please read our posts. Payment support has been contacted. That's who PO Payment Support is. I have sent them yet another followup this a.m. Same nothing. I truly have never been so frustrated in my life at the lack of response and communication. If I treated my studio clients in this manner I would't HAVE any clients.0 -
Reading the replies above, it is obvious, that I am not the only victim. I have no clue what is going on at Phase One. When do they finally will wake up there? The shitstorm has to get heavier! 0 -
[quote="NN635046986654794641UL" wrote:
Harold,
Please read our posts.
I understand you frustration and reading through your lengthy post, indeed you mention email. The other user did not and only wrote that he tried 'support case, phone call and web-based'. When I had the payment problem (not caused be me) I also found it very frustrating how hard it is to communicate with them and get timely answers. If they want to compete with Adobe, Phase One should really improve support and communication, that's where they could make a big difference.0 -
Harold,
You are absolutely correct. There is no acceptable communication from them at this point. The sad part is I thought Adobe was bad. This is so far beyond anything I have ever experienced from Adobe and I had been their customer for more than a decade. The harder they make it to communicate and fail to respond, the madder I have become. I just do not frankly understand it. If I treated my clients in this manner I would be toast. If my husband's company treated their SW clients in this manner they would be out of business. It is like hitting a stone wall.
5 days with no solution after saying in writing that my key has been issued is just pathetic for lack of a more politically correct way to say what I feel at this point. I sent yet another email to PO Payment Support and again have had no update or response.0 -
Midway through Day 5, and still waiting for even an email response. Why am I not surprised? 0 -
[quote="NN635046986654794641UL" wrote:
Midway through Day 5, and still waiting for even an email response. Why am I not surprised?
It is 7:27 PM in Denmark now. Am afraid that's it for this week.0 -
Finally, they send me the license key. It is obvious, that this is the result of my massive email traffic through different channels. 0 -
Glad to see you got your key. I also received mine this a.m. as I reported in one of the other threads. My account page is still messed up. The view button finally shows my invoice as it should look, but WITHOUT the license activation key. The product key is still missing from the account page.
I was typing the email to get a refund and cancel when the email came saying my page was "fixed" and I should go to my account page for the information. Had my doubts as I had just been there not two minutes before and had yet another screen capture. I dutifully went there yet again lest I be wrong. The invoice was now legible but had no key, nor did the drop down for products. I was just about to send a reply when the tech must have seen what I saw because I got an email before I could reply advising my page was not fixed and sending me my key. YESSSSSSSSS!! 😄
It worked and I now have CO9 on all three computers and licensed. I will deal with any other issues/bugs later as I have not had any time to further check out the release. Just glad this unnecessary ordeal is over. Once again, a big "thanks" to Mikkel of PO support for his efforts.0
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