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Steven  BlackSubject: Help for upgrade
Author: Steven Black
Date: 24 Dec 2009 03:59 PM
Please help me here because I'm totally confused.

The whole of my problem is because your website is totally opaque WRT existing customers and upgrades. So frustrating!

I've been a long-time customer. My currently installed version, SS 2008 Enterprize suite Release 2, tells me upon "Help~Check for latest..." that I'm using the latest version. That's bogus information.

Bummer #1: Help~Check... should give me correct information.

In February 2009, after (stupidly) following an email telling me that I should upgrade, I purchased a AUP but never downloaded it. Of course, the download is arbitrarily time-limited despite me being a fully paid-up customer. WTF??

Bummer #2: Quit treating fully paid-up customers like idiots.

I've come to *expect* from professional software companies that once I log-in, there should be a portal where I'm given the complete scoop about my licensing status, functional links to downloads, instructions on upgrading, etc.

Bummer #3: Your website appears completely geared to selling to new customers, or upselling existing ones, but it's completely lacking in otherwise orienting existing full-up customers.

THEREFORE, please help me here. I need to install the software for which I am fully-licensed. The mere fact that I must resort to writing this is indicative of how far you are from the mark. Because "Welcome Steven Black" without any other substance, just doesn't cut-it.

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Tony LavinioSubject: Help for upgrade
Author: Tony Lavinio
Date: 25 Dec 2009 10:19 AM
Please send this, along with your license number, to
stylus-field-report (at) progress.com, and we'll sort
it out.

Sorry for the confusion.

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Steven  BlackSubject: Help for upgrade
Author: Steven Black
Date: 25 Dec 2009 01:50 PM
And my license number would be found where???

You see, this is the thing. This is like pulling teeth.

This shouldn't be hard, this should be smooth, easy, and effortless. Ideally it should be automatic. Is this asking too much?

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Steven  BlackSubject: Help for upgrade
Author: Steven Black
Date: 25 Dec 2009 01:57 PM
Also, excuse me, but what exactly is progress.com?

Yeah, like I'm going to forward my software license info to an email address at an unrelated domain. That makes sense!

Stylus Studio customer management is atrocious.

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Steven  BlackSubject: Help for upgrade
Author: Steven Black
Date: 25 Dec 2009 02:24 PM
Order ID: 1235439910-30315-504983 from Feb 2009.

Have someone send me a download link and everything I require to perform the upgrade I paid-for back in February. G.D. software's been erroneously informing me I've been running the latest version for months.

Note: "You have 14 days to download before the links expire" is fundamentally shitty customer-relations policy.

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Minollo I.Subject: Help for upgrade
Author: Minollo I.
Date: 28 Dec 2009 12:43 PM
Originally Posted: 28 Dec 2009 12:42 PM
Sorry for all the problems; you should have received a new activation key that will let you unlock Stylus Studio 2010 Enterprise Edition - that you can download from here: http://www.stylusstudio.com/update/2010.html

Any Stylus Studio edition and version can be downloaded from http://www.stylusstudio.com/update, without any time limitations; all you need is an activation key to unlock it.

Let us know if this fixes your problem. To communicate directly with us, please do email stylus-field-report at progress.com; Progress Software Corporation (www.progress.com) is the parent company of which DataDirect is a division: http://www.datadirect.com/index.ssp.
Stylus Studio is a Progress Software (DataDirect) product.

 
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