Hi Mike, EXCELLENT! Your'e correct its time to take action! :) Also if Universal audio doesn't announce their accessibility Breakthroughs for there UAD Products this NAMM show as they have been "whispering" about, They should be next on the list! If you want it solved you got to get involved! :) Talk soon Chuck
On Jan 24, 2015, at 8:26 AM, Mike Lockett wrote: > 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. -- You received this message because you are subscribed to the Google Groups "Pro Tools Accessibility" group. 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