| Jarec Pace | email | Jan 17 2017, 01:44 PM |
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Hi. I have been talking to LLM about my license code being invalid and have explained in multiple ways that I am not using more then one computer for my validation key. Since then I have not gotten a response from the team. I need to know how to get my records off the system since it seems we cannot come to a agreement on resolving this issue. Does anyone know how to go about doing this? Since the company is accusing me of piracy of the software and waited for months to cut off my account when I had just got my data base built I am at a loss on what to do to get my files exported so I can use another system since they will not respond now. Any ideas would be helpful. TIA |
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| Stephane Grenier | email | Jan 17 2017, 02:15 PM |
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Hi Jarec, We would recommend going private with this discussion but if you wish we are willing to go in more detail in public. First please note that we've been responding to your support tickets well within our guaranteed service level agreement. Our official guaranteed response time is within 1-2 business days and we've already responded twice yesterday, the first time within an hour and a half and the second time within 50 minutes. You then reached out to us after business hours which means it falls to today. Then due to the sensitive nature of the issue I need to personally respond which I'm just about to, and this will be within the same business day. Therefore when you say we do not respond this is NOT all true, we've been very much responding and well before our guaranteed response times. You were cutoff after several months of using the software because this is the time it took. Our licensing system gives people the benefit of the doubt as well as several chances. In your case you passed the thresholds. In your case we saw the software being used on more than one computer between September to November, so at least a period of 3 months. It was used at least 9 times over this period, which means it's no longer just accidentaly being used once or twice as you claim: " I did try a second computer in the first week of buying the software and was told then when i asked if i could use it on more then one and told NO!!! And i have not tried since. " In fact you were told on the same day that you purchased the software that this was not allowed, about an hour before your purchase. We gave you the benefit of the doubt that you did not receive this response before you first used the software on both computers, however the issue is that you kept using it afterwards on both computer, which is where the licensing issues started. We also have the MAC address for each computer on which the software was used. Normally we try to come to a positive resolution and try to work with people in these types of situations rather than going the legal route, especially if it's by mistake, however what's challenging is that you were explicitely informed that this was not allowed yet decided to do so anyways. The other challenging is that the information you provided us has changed from "I am only using one computer. I do not have the software installed on more then one." to "Ok. When i first got the program i did ask about putting it on multiple computers. I was told per your response that i cannot do that. I did try a second computer in the first week of buying the software and was told then when i asked if i could use it on more then one and told NO!!! And i have not tried since. " and so on as we provided you with more details and information. But even this last item is not entirely true because we have records of you using it on more than one computer for several months after the initial week. Keep in mind that we deal with a lot of software piracy, especially from smaller companies where they try to purchase one copy and install it on more than one computer, for example on their assistant's computer, the receptionist's computer, and so on. This is very common in our industry and we deal with this type of software piracy on a daily basis. At this point we are very limited in what options we have because the details keep changing. Please note that we're also trying to work with you in a positive manner to resolve this issue and we're doing everything in our power to avoid any legal action for software piracy which many other software companies would immediately start with. In fact all we're asking you to do at this point is to purchase a second license for your second computer which we can retro-actively apply. This is very fair considering the situation. We hope that you will also be able to work with us to resolve this issue in a positive manner. Regards, Stephan Grenier Founder LandlordMax Software Inc. http://www.LandlordMax.com http://www.FollowSteph.com |
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