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roseenglish
Posts: 24 |
I am at my wits end.
I have purchased FF Basic, Standard & Pro 1, 2 and 3 I have written to "Support" four times and they only replied to my last one and I am still having problems. From my POV I am stuck with software I paid for am totally unable to use. I am on a Mac OS (Snow Leopard 10.6) I recently updated Photoshop to Photoshop CS6 and my Filter Forge need to be reinstalled. I only have the discs for basic and standard, all of the upgrades were digital downloads so I don't have the dmg files for them and I only have the license key for the 2 disc basic and standard. I wrote to "Support" And i DO use that term loosely, asking how I could obtain the dmg files and my license key for FF 3 Pro (the last upgrade I bought) I provided the License Keys I have and got no reply. So a week later I asked again and this time got angry because this isn't the first time I have been left hanging for technical support yet i notice they're fast on their feet when it comes to sending me emails to upgrade at a discount. Further more, I need this software for projects that my income is dependent on. I got n reply to my second support ticket My third attempt which is now 18 days after my first, I wrote in CAPITALS and made it urgent and with good reason my tone was very angry THIS time I did get a reply and I got one within 1 hour. Interesting. The reply asked me to confirm my email address as they claimed they had been responding to the correct email and I confirmed that the email was correct. I was told that I needed to reinstall FF and it would update automatically (?) I asked about the dmg files for the digital download upgrades I had purchased and again, I got no reply. My basic FF disc is an exe file so It won't installed on my Mac!! (I bought FF when it first was released for a windows PC and since changed to mac) I just want the software I paid for after what is now a month from being unable to install or use it! I am disgusted and appalled at Filter Forges shoddy customer care and sadly am now resorting to venting on their forums and later my blog, If you pay hundreds of dollars for software I don't think it's a lot to ask to be aided in technical support once a year when you need it. I am so angry and frustrated by this company and I find it hard to believe I am the only one experiencing this. Footnote. Yes, I DID search my email spam folder for Filter Forge replies. Trust me, they were never replied to except one, after 3 weeks and I am still without the software I paid for. You SHOULD be able to log into your account and download the digital versions of FF as well as have access to the license keys for said software. That is how most software manufacturers operate. |
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| Posted: December 13, 2012 9:42 am | ||
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roseenglish
Posts: 24 |
UPDATE
So it appears I have to download the trial version of FF3 and just add my license key... thankfully I did save a copy of my key on record. I learned this from an old email from the last upgrade which I must have saved to my drafts folder. No idea if this will help or work but I am going to try, had they JUST told me this when I submitted my first ticket a month ago I would not have been left to stew in my own frustration! |
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| Posted: December 13, 2012 9:55 am | ||
Skybase
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I don't represent filterforge but I understand your frustration. I was wondering if you ever seen this: http://www.filterforge.com/more/help/...cense.html
A good load of software requests keys when you download and use the demo version instead of validating the keys for downloading specific versions. This just depends on what company you're looking at. |
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| Posted: December 13, 2012 11:58 pm | ||
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