Request for activation key lands me an idiotic response.

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gumper
Posts: 25
Joined: Thu Jul 01, 2010 2:13 pm
Location: Utah, USA

Request for activation key lands me an idiotic response.

Post by gumper » Fri Nov 06, 2015 2:34 am

I have been recommending Sandboxie to my customers now for several years and quite a few have purchased your product.
I have recently had one person whom I convinced to use Sandboxie since Feb. 2013, who's computer crashed recently.
We wrote Support from the email originally used, requesting help with reactivating on a his replacement computer.

"To whom it may concern,
I purchased Sandboxie several years ago. Since then my computer crashed and I have had to purchase another one.
Unfortunately, my key was saved on the old computer and I cannot access it.
I need to ask you for a copy to reactivate Sandboxie on my new computer please.
I am not sure which email I used to sign up with as I have two of them.
It was either under (edited)hotmail.com or (edited)gmail.com
Let me know what other information you would need also.
Thank you,
Name removed
"


This is the response we get:
"Thank you for your email.

Technical Support is not provided via email. Technical Support is provided in the User Support Forums here: http://forums.sandboxie.com/phpBB3/


If you have recently updated your Windows OS (as of Tues Oct 14th) you may be a victim of the Microsoft patch that has broken Sandboxie with web browsers. That can be fixed by downloading the most recent Beta version here: http://forums.sandboxie.com/phpBB3/view ... 54&t=21855


License related questions will be responded to via email.


Regards,

Sandboxie Support
"

HUH?? This is the approach by the New Sandboxie Owners? The request was ABSOLUTELY about an activation issue and according to the FAQ, we followed procedure by emailing support.
Does this mean we are out of luck for getting support for activation problems for a product that was already paid for?
If this is true, then I will not be recommending Sandboxie to anyone anymore.

Any info would be appreciated. Thanks

bo.elam
Sandboxie Guru
Sandboxie Guru
Posts: 2907
Joined: Wed Apr 22, 2009 9:17 pm

Re: Request for activation key lands me an idiotic response.

Post by bo.elam » Fri Nov 06, 2015 11:37 am

gumper, I would try support again. Perhaps the person in charge at the time you sent the mail was out or something like that and you got an standard response back.

Bo

Curt@invincea
Sandboxie Lead Developer
Sandboxie Lead Developer
Posts: 1667
Joined: Fri Jan 17, 2014 5:21 pm
Contact:

Re: Request for activation key lands me an idiotic response.

Post by Curt@invincea » Fri Nov 06, 2015 12:03 pm

This is just an email auto-response. Nothing to get upset about. Craig will be back on Monday.

gumper
Posts: 25
Joined: Thu Jul 01, 2010 2:13 pm
Location: Utah, USA

Re: Request for activation key lands me an idiotic response.

Post by gumper » Fri Nov 06, 2015 3:17 pm

OK then, thanks for the update.
It didn't make sense and glad to know they were not blowing us off.
Ill try back Monday.

Ill admit my imagination was thinking "well this is what its come to after TZUK left?" :evil: .

Sorry and Thanks again.

Craig@Invincea
Sandboxie Support
Sandboxie Support
Posts: 3523
Joined: Thu Jun 18, 2015 3:00 pm
Location: DC Metro Area

Re: Request for activation key lands me an idiotic response.

Post by Craig@Invincea » Tue Nov 10, 2015 2:09 pm

I would think having an auto responder on while I was gone would handle 90% of the questions we have had recently via email (most new users (and seasoned SBIE users) don't know about the forum, or how technical support is handled)

Otherwise, The email would have just lingered until Monday. Which, IMHO would have been worse.

Normally, that responder is on M-F 0800-1700 and on the weekends. (If I remember to turn it on... :) )

I'm not sure what Ronen would have done, but I'm fairly certain he kept technical questions in the forum and license / purchase questions via email. I believe we carried that over.

gumper
Posts: 25
Joined: Thu Jul 01, 2010 2:13 pm
Location: Utah, USA

Re: Request for activation key lands me an idiotic response.

Post by gumper » Tue Nov 10, 2015 3:35 pm

Sorry I intended on updating this yesterday.
We got the key sent to use and my customer is happy. All is well again.

Makes sense now about the auto respond.
We're good.
Thanks.

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