Purchase of Port Explorer and no serial

[Kostan]

I purchased Port Explorer PE Home unlimited and paid for it 6 hours ago and I have received no Serial number.
I e-mailed sales and support but no reply.
I tried to pm Wayne but he has exceeded his quota!!!
Please can anyone help

[Red Dawn]

-{ Quote: "I purchased Port Explorer PE Home unlimited and paid for it 6 hours ago and I have received no Serial number.
I e-mailed sales and support but no reply.
I tried to pm Wayne but he has exceeded his quota!!!
Please can anyone help" }-

They are in a totally different time zone m8, so I'd give it some time. I remember it took me about 2 days before my info came in.. You'll get it, just takes time as it's a small company and all I'm guessing..

;D

[Kostan]

Hi Red Dawn,

thanks for the reply,I quite understand what you say (different time zone, small company etc) but I thought all the purchasing etc is done electronically, on-line and no human interacts.

I just received an e-mail (reply) from sales but still no serial, all they told me is something about regenerating the order and an error.

There is nothing I can do but just wait.

It is true that this is what Internet does to people, sometimes it makes us hasty and impatient and we forget the natural barriers (geographical location etc...) but on the other hand a well known company like DiamondCS regardless of it's size should be prepared even for accidents (computer errors) this does not include electricity failure and or other natural disasters.

I wonder how come in payment procedures there is never an error (cc charged within seconds)????

I cann't wait to see what DiamondCS's official reply is for all these.

[Kostan]

Half a day gone and still no serial number.

This is unbelievable for a company that advertises accuracy etc..:thumbd:

[Kostan]

16 hours after the purchase::) and while the payment process took less than5 seconds, I have not received the serial for PE.

I e-mailed DiamondCS with an 1 hour ultimatum, deliver or I cancel.

Your forum is also half to blame for not notifying or at least warning prospective customers about the inconsistency of DiamondCS.
Don't tell me this is the first time it happened!!!!

I was very close to posting a thread with a much worse title but I respect myself and the agreement I signed when I became a member in this forum.

Just a question for Mr Wilder's, do you endorse or condone this kind of behaviour by a known company?

As for the company itself I am very sorry I thought they deliver on time and not put me on the waiting list,excellent service you guys ::)

[Kostan]

Reply received and I didn't cancel the purchase.

Now everything is up to Wayne :thumb:

I only hope that PE is worth all these.

Imagine that this is my second on-line purchase since 2001 (first time I used the Internet), the other one was with BillP studios (WinPatrol) excellent service.

The only 2 sites I trust Paul Laudanski's castlecops and Paul Wilder's wilderssecurity.
This time with the 2nd Paul I was not very lucky...

[turion]

Talking about impatience, i once had to wait for more than 24 hours before i received an email with the serial from a different company. It's not like you are even waiting while you are sleeping at night. The order took place, which is electronically and fast, but sending serials still requires human interactions.
Things like timezone, checking whether the cash has been received etc all takes time. Like Red Dawn said it took him 2 days to receive it. Instead of spamming the forum get a life. I think it's reasonable to complain again if you haven't received it after 2 days of purchase.

[Kostan]

Hi turion,

thank you for the compassionate post.

The process of purchasing PE and receiving the serial number is automated and there was an error, there was no human intervention, I wish there was and that is what I am asking for in DiamondCS's official forum, I am not spamming.
I would be spamming if I posted in another forum or in other threads.???

Wayne's pm is full and all I did is post the problemthinking this might help.

You are right though, all I can do is wait and start worrying in a few hours if I get no reply, I hope we don't come to that, donn't you?

[Hermescomputers]

As long as the "Trial" is still working until you get the Serial key you are not left with ur pants down on your ankles...

[turion]

LOL nice said Hermes, anyway i hope you receive your serial asap. It's just a little harsh to say DiamondCS sucks just because of some "delays" also no need to worry it's not like these guys will rip you off or something 8) have a little trust

[Kostan]

Hermescomputers and turion,

I think I have been misunderstood, I didn't say the programme does not work or that they are trying to rip me off.

I am posting at DiamondCS's "official forum" to solve my problem since their sales e-mail reply system ...., I better not say anything....

I just said and I repeat myself they do not deliver as they advertise

-{ Quote: "You can pay for Port Explorer using your credit card ...After purchasing Port Explorer you will be immediately given the unlock code for the FULL Version." }-



*The quoted part is from DiamondCS's site

[Red Dawn]

I think the serial part is done by someone at DCS.. Of course the payment issue is all automated, no issues really there unless your card get's kicked or something, but, I'm almost certain the unlock code and key are done by someone which can take some time. Maybe it's their way of stopping the product from being spread all over the place with a general key or crack, who knows, but the app is worth the pain, IMHO, and as stated you'll get your key, DiamondCS for some reason has slowed down a bit through the year, maybe downsize hit them, and they have fewer people to work the process. Good luck m8..

[Kostan]

Goodmorning Wayne,

this is day 2 and Mr Coe's e-mail (from sales), said one hour ago ,that all you have to do is push a button and re-process the order ,so I can get the serial but still nothing...I am still waiting...

[Disciple]

Have you created your account for the DCS Port Explorer Members Area, http://www.diamondcs.com.au/portexplorer/index.php?page=members? Once created you have immediate access to your Unlock Code for PE.

[Kostan]

Day 3 Bingo - 2 minutes ago e-mail from DiamondCS and ..............the Serial appeared. The purchase adventure is over.

[Kostan]

A lesson I learned the hard way "Read the forum's appropriate posts before you purchase PE"

It took this guy (http://www.wilderssecurity.com/showthread.php?t=114593) 11 days!!!

I Consider myself very lucky, only 3 days.

But why DCS, why?? ???

Too bad because it is an excellent program:thumb:

I was really furious ,>:( Hermescomputers tried to cheer me up "..you are not left with ur pants down on your ankles...":)

So, for anyone out there wanting to buy PE remember, minimum delivery time for your key 2 days maximum 11.

Don't worry be happy "get a life" as turion said.:)

Administrators could help, (although I am still waiting for Paul to reply to my pm), why don't you make a sticky with the title PE purchasing?;)

You are not going to hurt anybody but instead you will help, ask DCS sales they know8)

The end...

[iNsuRRecTioN]

Hey,

lol, this is very bad and laughable!

DCS should shame about themselves.

Claim that you get your unlock key immediately and then this! :thumbd:

That is really unbelievable, they should improve that soon or change their claim and be honest and inform the user, that it will take about 2 days to get the unlock key, after purchase..! :dry:

best regards,

iNsuRRecTiON

[vineyard1]

I purchased around 1 pm my time on Nov 8 - been 48 hours - no unlock code. I have a log on/member id and password. On the members page where you can download all the software you've purchased it's just empty, like I never purchased anything. But I can log on . . . . geez around and around. I got some emails saying they think it might sorta be a server??? I reinstalled the download of the trial version and now it says I have 27 days and 42 more executions, where before it was zero . . . I guess that's better than paying them two days ago and having no executable at all . . . .are you sure this software is good? It seems to work well, but if getting the unlock code, promised "immediately" is any indication of quality and ability, I can't help but wonder if my money isn't just Gone with the Wind . . .

[Mele20]

Something is terribly wrong at DiamondCS. None of us know what it is or if it is reversable or what. It is a small company. Maybe Wayne is very ill. He hasn't posted in ages except for the one post about the update for Port Explorer. That his PM box is overflowing is a red flag ....given everything else that has happened with DiamondCS in the past year or so. I don't have Port Explorer but I do have and love ProcessGuard but each day that comes and goes with no support in the forum is another nail in what looks to be PG's coffin. :(

[yaya]

i would like to buy another license for PG but i won't waste my money until DCS respond to the recent problematic threads such as this one and
new process terminator "SPT"
http://www.wilderssecurity.com/showthread.php?t=148713
"Process Guard is letting me down " (the Comodo tests and pcflanks)
http://www.wilderssecurity.com/showthread.php?t=151346

unless DCS shows PG is still under active development SSM will probably be the way to go for me as this thread ( http://www.wilderssecurity.com/showthread.php?t=152380 ) suggested...

[Orionizer]

I, too have the same problem - the registration email said something to the effect of "error generating serial number - please contact sales". This was about 11 hours ago (yes, I understand the time zone difference).

I did go and create my "Members Area" account, but no purchased products are showing up...

[Orionizer]

Ok, it's been 2 days now and still no reply to my email... >:(

[vineyard1]

It's November 16 and still no serial. Purchase made on the 8th. I think Diamond CS must be done. It looks like a good product, too bad they've abandoned the business. Do you folks think it's worth the wait? Is there ANY OTHER similar software out there?

[Orionizer]

I'm not sure, but I believe I'm going to request a refund and start looking elsewhere...

['G']

My PM to wayne:

Wayne, I'm not going to place anything on the forum as this would add to bad publicity.

I'm in no rush. I have PG and wanted to support you further so I purchased PE.

When you get the time can you send the serial over as it has been nearly 2 weeks now.

I know you are busy so do whatever you have to do first ok.

Your software is some of the best I have, and have software tested, so I hope you will continue.

All the best mate,
Gavin

The problem is I cannot send it as Wayne's PM box has exceeded its limit.

[vineyard1]

" . . . you should have received yours by now." And since I obviously havent, what will DiamondCS do about it? (emails below). A lot of the posters seem to know these people, so I'm trying not to overreact. From where I sit, it looks like I'm getting a bait and switch and being stalled for a laugh. Is support for non-Americans only? I know I'm a little slow to pick up on stuff until it's real obvious. This is starting to look pretty obvious.

It's really hard to believe that programmers could screw this up this bad for this long if they're honestly trying to fix it. (husband's a programmer for 32 years, me for 17).

ZDNET still has a link to Diamondcs for Port Explorer. And in ten years or more, zdnet hasn't been wrong until now. Is there any other product that is similar? I haven't tried all the ones listed on their site, only two. They look ok, but I've already paid for this.

Any help or news?

~Private business emails removed. Posting private email without permission of both parties is not allowed. - Ron~

[Orionizer]

Vineyard,

FYI, after I contacted Regsoft about cancelling, I FINALLY got someone to write back... Here is the email:

~Private email removed. - Ron

I did check in the members area on the site and still no registered products as well as no email... I wrote them back to say if they could resolve the issue TODAY I would not cancel the order...

We'll see what happens!

['G']

Give the guy a chance. He needs our support.

Let him get things sorted first and I'm sure it will be resolved.

I will not be cancelling regardless of how long it takes.

It’s not that important in the scheme of things – I can wait.

:)

Take your time Wayne. I thought it may be a computer systems glitch at your end.

[Orionizer]

I feel I HAVE given them a chance, but it's taken 3 days just to get the first response... They should really at least reply to say there's a problem.

I still haven't had any key sent, but I'll give it until Monday, I guess...

['G']

It is true that if Wayne and Diamondcs want customers that have paid to wait until they have sorted things at their end I would have thought they would have had the civility to at least keep us informed. That’s the least they can do.

So Wayne, I don't mind waiting but at least reply. Without us your business would be history and there are many now ready top ask for a refund, which is their right.

If you do not want to lose income paid for software not received and other income from prospective customers reading this post, and the added grief of a refund process at least keep us informed buddy.

It’s not much to ask is it?

[Orionizer]

My point, EXACTLY! ;)

[Gavin - DiamondCS]

Hi all,

There's a problem at the server, Wayne's been trying to do what he can to resolve the issue itself (generation of licenses)

I've been giving him a list of licenses to generate, as such they dont get done until he gets to them. I hope that they are ALL done now except for any orders in the last hour ;)

[Orionizer]

Still no email and just logged in under the "Members Area" and no registered programs listed...

[vineyard1]

It's been ten days since your last communication. (today is the 20th Nov)
Still no unlock code.
Is this a joke or a scam? Sure looks like one to me.
Are you going to send it and if so WHEN?

~Private email removed - Ron~

[ronjor]

No private emails are to be posted on these forums without the explicit consent of both parties.

[vineyard1]

-{ Quote: "Hi all,

There's a problem at the server, Wayne's been trying to do what he can to resolve the issue itself (generation of licenses)

I've been giving him a list of licenses to generate, as such they dont get done until he gets to them. I hope that they are ALL done now except for any orders in the last hour ;)" }-

c'mon - It's been ten days since I heard from you, and three since I've heard from the other person. I ordered on the 8th. Today is the 20th.

The last HOUR?

[roweezy]

so is diamond cs still having issues with licences for port explorer? i have a friend who wants a proggie like this for work and this is one of the few with low-cost business licences. it would be a shame if he had to 'take his business elsewhere'.

:-\

[Orionizer]

Still nothing here! This is getting ridiculous... The least they should do for now is create a generic license for those of us waiting to use until they can generate a specific one for each user. Right now, my trial has expired and the program is useless! >:(

[DVD+R]

I just have one question? "Why the hell would you want a port explorer to look at yoiur ports anyway? Are you Bored or Something" :P

['G']

Still nothing in the Members Area either for me.

No rush though I can wait Wayne :)

[vineyard1]

I ordered on the 8th, today is the 27th. I contacted them on the again on 17th, the 20th and the 22nd. I have had no response to my email communication from the 20th or the 22nd. Gavin responded here via private message that it is out of his hands there is nothing he can do about it.

This is from the 17th:

~private message removed....Posting PM's without permission of both parties is not allowed....Bubba~

Give 'em a chance' you say? Having problems is one thing all of us can understand. No communication with payed customers who didn't receive the product purchased is something else. I trust the free market though. Eventually, it is self correcting.

[Bubba]

As it is for private emails....No private messages are to be posted on these forums without the explicit consent of both parties.

Thanks,
Bubba

[vineyard1]

Requested refund from RegSoft today. Still no response from DiamondCS.

The order was placed on the 8th. Today is the 28th. That should be ample time for them to at least respond. They chose not to.

Professionalism abounds at DiamondCS. Especially after the sale.

['G']

To Wayne,

I think it is about time you responded to the license problems that purchasers of Port Explorer have incurred during November.

If it is the case that there has been a problem at your end then this is understandable. What is not acceptable is the lack of progress with regards to this situation.

If the problems is taking longer to fix than you anticipated then just say so. I’m not going to beat you up about it, but your reputation is rapidly residing.

Your software is tip-top and I bought Port Explorer not because I needed it but because I wanted to support you further in your software development. I’m a student and although money is tight I’m not going to worry too much over it.

So Wayne, please post a progress report. Tell us roughly how long you need and I’m sure you will find you will be accommodated in every way until the problem is fixed. Saying nothing is not the best policy.

This is just some advice. It is up to you if you take it, but I would.

Regards,
G

[DVD+R]

I didnt buy this product, but after reading all these posts, I can asure you that if I did, I would sue the ass of the software company. That being said my advice to those of you who have bought this product,and have not recieved any satisfaction, is to file a transaction dispute with your Bank/CrediCard Company, and describe the situation. This generally cannot be filed unless 30 days have expired since you originally purchased,and have not recieved a satisfactory answer in that time space, but once that time frame has expired, I guarentee you your Bank/CreditCard Company will act swiftly to reimburse you with your monies 8) Some Banks/CreditCard Companies may respond quicker to your request, because they want to keep your custom.

[Hermescomputers]

Mmmm... I feel a bit of disappointment in the air is floating in this thread.

I must agree It also took almost two weeks for me to get my activation code as well... However to be fair to the DiamondCS I have never read that they actually failed to deliver. Only that they are slow to deliver. That in itself is a rather minor problem. Considering the rather small number of tools of this type and quality are actually available I would consider being a bit more lenient if only not to discourage the poor guy and having him throw is hands up and abandon the project altogether...

The product works and poeple do get their registration...

Besides for all we know the guy could be on holiday or sick? I mean think about it... Also the product does provide a decent free trial period! I used mine to the fullest before I purchased.
I really cant see what such a big deal is made of this most especially when people can actually clearly read in this forum that they do take a bit of time to deliver those registration...

That is all I want to say! :o

['G']

I have no problem with waiting but the accepted time for delivery is between seconds and two working business days.

Any thing above this needs to be addressed. Haphazardly sending out codes one week for one person, two weeks for another etc is just inefficient.

I don't want Wayne to give up and to be fair to all users we have supported Wayne too.

It works both ways. If Wayne is on holiday then a post should have been posted. If he is ill then I hope he is ok and recovers to full health.

I'm certainly not going to ask for a refund or add to Wayne’s burden with credit card investigations.

But regardless of what you have said, saying and doing nothing is not good enough.

Customer satisfaction means more sales from previous customers, like me. I bought PG and then PE. Word of mouth is great too, so poor customer service will kill a business stone dead.

For example, I emailed the developer of ProSecuirty and received replies in minutes. Because of his pleasantness and responsiveness I purchase it. Guess how long it took to get the necessary codes. It took a single click on Outlook Send/Receive straight after the transaction.

If one developer can do it, as do others, why is it that Diamondcs cannot?

['G']

I have requested a refund from RegSoft and received very prompt notification from them that the credit is proceeding.

What a shame :(