Hey Guys,
This Pace issue is becoming a joke.
The fact that we purchase products that depends on an Ilok
authorization from a company “Pace Anti-Piracy.inc.” who is a where of
the accessibility problems and still haven’t solve them is
unacceptable…
Now Slau has been in contact with Pace, but there are some things we
can do to help move the process along…
First here’s their phone and fax number.
Phone: (408) 377-9774Fax: (408) 377-9775:
We should all call that number and rather its Sales or support make
them a where of the issue.
The next step is to file a complaint at the “BBB”/Better Business
Bureaus web site,
http://www.bbb.org/losangelessiliconvalley/business-reviews/computers-hardware-software-and-services/pace-anti-piracy-in-san-jose-ca-220487/complaints
Companies like Pace live and die by these ratings.
I’ll give you an example of what happens when they receive a complaint
through the BBB:
“X
Complaint
Pace AP would not respond to my issue in a timely or communicative fashion.
After purchasing a software product that uses the Ilok protection
system, I was required to download the new License Manager software to
authorize the
Use of the software on my computer. Prior to this, the iLok had been
working fine using the web browser authorization system and all of my
iLok products
Were running just fine. After installing the software, I was unable to
get any of the software to operate on my computer, including the
software that had
Previously been authorized.
After contacting Pace, they directed me to install the latest version
of software which I already had done and offered a few minor steps
which took a couple
of minutes and did not fix the problem either. They asked for some
files from my computer, and they said they were working on a solution.
It is now 3 weeks
after my first service request and I still do not have my issue
resolved. There is no direct support line or email I can write to, so
the only way to get
help is to respond back to any messages I receive from the company.
During this time, the least amount of time between responses has been
1 day, with most
responses coming after 3 or 4 days.
I have found their support system completely unacceptable and
incapable of handling the problems they have created by releasing this
software with no way
of ensuring that those affected will be able to return to their prior
working state. Given that the problem stems from the iLok
authorization system, and
not with the original company, I have no way of asking for a refund or
return on the software. I currently have over $1000 worth of software
that I've
purchased from other companies unable to be used due to this
third-party protection software.
I understand that they are busy due to this new system, but their
support response has been completely inadequate and I feel my issue is
getting overlooked
and ignored.
Desired Settlement
My only settlement for this issue would be to focus on fixing the
issue I have with the software to the point where I can use the
products I have purchased
without the iLok protection system getting in the way.
Business' Initial Response
First, I'd like to apologize to Mr. ******* for the lack of response
for several days after he sent us the log files we requested. Up until
that point,
his support ticket had been handled by our support team, and followup
emails were going back and forth between Mr. ******* and our team.
Once we received
the technical log files, his case was assigned to our engineering
staff. There was a miscommunication on our end as to who would be
contacting Mr. *******
back.
I made sure that a response was sent to Mr. ******* today through our
support ticketing system. The log he sent was very helpful in
identifying a couple
of issues to which we have sent followup instructions. I am monitoring
his support case and will make sure that there are no delays in
completing his case.
Consumer's Final Response
I was finally directed to an engineer within the company, and he was
incredibly helpful in isolating the cause of the problem and finding a
fix for it.
He was extremely responsive to my information and allowed me to be
part of the process for fixing the problem in the software. I could
not have been happier
With the interaction with the technical department, but I wish it had
taken less time for me to be referred to that department. My issue has
been completely
Resolved and I'm extremely satisfied with the response once I was
directed to the right place.”
Guys This was taken from the BBB’s website.
So every one who is affected by the Ilok authorization process should
file a complaint here…
Sory for the long post…
Time for action!!!!!!
--
You received this message because you are subscribed to the Google Groups "Pro
Tools Accessibility" group.
To unsubscribe from this group and stop receiving emails from it, send an email
to ptaccess+unsubscr...@googlegroups.com.
For more options, visit https://groups.google.com/d/optout.
