Ok, so it's time for one of my typical moaning blogs, as I'm in the mood to moan, plus it's a Monday..... who invented the day?!
You might remember I blogged a few months ago about me having a bag of electronics stolen from my laptop bag in San Francisco. Unfortunately for me, the smallest things are the hardest to replace, and in my case, it was my ilok and syncrosoft copyright protection keys I was carrying with me so I could operate my software while touring the USA. So after many many emails to all the companies I had software with (Steinberg, Arturia, Sony Oxford, Korg, PSP, Vienna Strings, Celemony), I now want to share with you my varying degree of success in getting my licenses back / re-issued.
First off, Arturia, Sony Oxford, PSP, Korg & Celemony, I want to say a massive thank you for your support in reissuing me with licenses for their software. I wish all the other companies were as good as you. Now for the shaming..... ilok. I can't say I am a big fan of their customer service. I followed their online procedure for declaring my ilok stolen, then ordered a replacement ilok to be delivered to my hotel. I paid for next day delivery. 2 days later, they email me saying there is a problem delivering to a different address other than the one my card is registered to, so need to fax a copy of the card. I have no fax so email them straight back asking if there is another way I can sort this out asap. I actually never received an email back, and after over a week, I email them to cancel the order. Nothing back from that either. I ended up buying one from Guitar Center two weeks later. Absolutely rubbish company.
Next up, Steinberg. Straight up, no reply after initial contact. Just poor, very poor
Finally, the Vienna String Symphony Orchestra collection. They won't issue me a replacement license. This is the reason given to me:
"The most valuable part of our products is the license which is stored on the key. We don't have access to the licenses on the keys of our users, so we're not able to restore and/or transfer any lost or stolen license to a new key. Also, you cannot use the activation code or serial number for a second time. I'm afraid you'll have to purchase a new license. Basically every user is responsible for his keys and licenses himself, we're not obliged to replace any lost or stolen keys at all, like e.g. lost or stolen jewelry wouldn't be replaced unless it's insured."
Now I understand this point of course, yet where is the protection for my investment? At least with the ilok system (as much as I dont like it), you're license is safe because if you lose your ilok, they cancel that license and you get a new one re-issued quite easily. My issue is with the syncrosoft key. Lose it, you lose your software. I can't stand this setup. I really need to travel with my keys, but with the amount I travel, having these things stolen, or even lost, is a much higher possibility than when it's sat in the back of a computer in a dusty studio.
I feel I'm one of the minority paying for my software, yet not feeling any protection as a consumer for the money I'm paying. Vienna are offering me a half price license renewal, but I don't want to do this out of principle (even though I do love the software).
Chris (feeling the other end of piracy)
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