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Discussion in 'Discussion (Adguard for Windows)' started by max2, Mar 4, 2014.
I even created a ticket a while ago and still no reply. Could someone help please ? Thanks.
Have you received your license yet? If not you should send a forum private message to avatar using this link and make sure you contain your e-mail address used to order and I'm sure he'll help you out.
Nope and it has been 2 days. Thanks.
Ok I messaged him but still no reply.
This is ridiculous.
If by one week or two there is none I am filing a compliant with the BBB and a charge back.
He's a busy guy, and keep in mind the development team is in a different country so factor in the timezone differences too.
Understandable but still.
I am getting my refund.
No problem, it will be a good lesson for us.
There's several ideas that come to mind here which could prevent/curve such issues;
- Upon purchase, the key is automatically generated on-screen so the user can obtain it just in case e-mails aren't being received. Perhaps keys can become physical files (encrypted to prevent abuse, of course) which can be downloaded immediately after purchased and imported into Adguard to activate? Security to prevent misuse/piracy for such a measure, obviously, would be the top priority and hurdle for this.
- When purchasing a key prompt the user to also sign up for a user account on the front page, allowing them to access their account and key(s) on the main site, like we can already do.*
- Hire somebody to take care of tickets (at least on the US/English side of things), etc. - things like that so at least somebody is on 'duty' to take care of issues.
* The only problem with this is, e-mail verification used to activate accounts which may not be received by some providers.
Purchased license key is shown on the thank you page already.
Of course we have a support team. But at the moment we have rather bad SLA for english tickets - more than 2 days.
The real cause of this situation is the speed of our support team. I see the ticket from max2 and it is still open.
Bad, very bad(. But we will change it soon.
What about my refund ?
I've created a ticket in paymentwall (the system we process payments with) just when you wrote to me:
I think we should wait until they process it.
Ok thank you.