prevx business practices are appauling.

Discussion in 'Prevx Releases' started by taleblou, Dec 28, 2010.

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  1. taleblou

    taleblou Registered Member

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    Hi:

    I am very disappointed at prevx. I have a a license of prevx that has 250 days remained and it was used on an old pc that no-longer works. Now I have a new pc but when i tried it on my new pc I get the message of "The license can only be used on one pc". This is bad and stupid business practice to ID one pc per license. because like me what happen if the old pc that has been ID by prevx broken down and need to use a new pc instead. SO that means we are out of luck because prevx license works on the broken down pc only. Realy bad business practice prevx has and I am very disappointed.
     
  2. BoerenkoolMetWorst

    BoerenkoolMetWorst Registered Member

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    Send your license key to PrevxHelp or Prevx support and they can get it fixed for you quite swiftly :)
     
  3. Cudni

    Cudni Global Moderator

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    And that makes it a good as they always had business practice
     
  4. Triple Helix

    Triple Helix Webroot Product Advisor

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    Very true and in case you need the support link: http://info.prevx.com/service.asp

    TH
     
  5. Hugger

    Hugger Registered Member

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    Did it occur to you to ask them for help before attacking them?
    I had a similar situation and received help within a few hours.
     
  6. shadek

    shadek Registered Member

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    I understand the frustration the author of the thread is feeling. I've been there a few times. The Prevx support always solves the problem within a few hours. It has been mentioned by the Prevx staff that Prevx 4 have changes made to the license-system. We'll see what comes out soon.
     
  7. Fad

    Fad Registered Member

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    Thanks for the info Shadek, I wasn`t aware of this,,,

    but when it does go ass-up, they generaly do pull the plug out and get it sorted ASAP in my past 2-3 experiences.

    Could be quicker/better/more automated though ? Roll on v4
     
  8. 1000db

    1000db Registered Member

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    If you log into your My Prevx account (assuming you've created one) you should be able to transfer the license to new machine yourself. Prevx in particular resolves issues faster than any vendor I have had to request support from.
     
  9. PatG

    PatG Registered Member

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    Dadgummit Hugger, ya beat me to it! Wondered as I was reading his post if he even tried to contact 'em. Have had similar problems myself and never had any trouble getting it corrected. All you have to do is ASK!
     
  10. horseman

    horseman Registered Member

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    Unfortunately there are still (understandably) limits in number of license changes you can do even by this method. In the few pathologically extreme scenarios where I've been testing on several virtual systems running on 1 pc (albeit still technically counted as individual licenses) then whether I've ICQ interrupted someone having his dinner in Chicago or a kind soul in their Derby UK office then a resolution has even been effected within minutes!

    If this is an example of someone's perception of "bad business practise" then I can only wish every other company they deal with was similarly as "inept & incompetent"! ;)
     
  11. vojta

    vojta Registered Member

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  12. pajenn

    pajenn Registered Member

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    [emphasis mine]

    I have to disagree - if they did not fix licenses to pc's, then someone would just post a license key on the internets and everyone would use it for free and prevx would go out of business.

    anyway, my father just deactivated his prevx license for an old laptop from his MyPrevx account and activated it 30 seconds later on his new laptop - no problems.
     
  13. 1000db

    1000db Registered Member

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    Very true. I concur. :thumb:
     
  14. ALookingInView

    ALookingInView Registered Member

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    I don't agree with a lot of the pro-Prevx posts, though the OP's even less.
    Anyway, the website method only worked a couple times or so for me (on the same machine) before I was greeted with some dumb error (every time afterwards).
    And while I'll agree that the support isn't slow, I've always come away with the feeling that I'm bothering them or something.
    After a few times of this overly pleasant experience I uninstalled Prevx and wrote the remainder (9mo or so) of my license off as a loss.

    Now I'm sure no company would jump at the chance to support the same customer 6 or so times within 2 or 3 months, for the same stupid issue, but it's not my fault their system punishes some legitimate license-holders.
    Blame me all you want for formatting too many times back then, whatever, I don't care. I don't look at any vendor through fanboy-colored glasses anymore, I know who deserves the blame.
    Flawed licensing, and in my experiences, less than satisfying customer service. Never again. :thumbsdown:

    v4? Oh, that. The fourth coming or whatever. No more Ubisoft-like copyright protection? Sweet, only Tall Emu rolled out their undercooked 64-bit products quicker. :rolleyes:
     
    Last edited: Jan 1, 2011
  15. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    If anyone is having any problem with their license key, please send me a PM or contact our support. We are always very open to help any customer, especially with resetting license keys. ALookingInView, if you could PM me your license key or email address, I will look into who was responding to your support requests to ensure they will respond better in the future.

    I've still not been contacted by the OP so I'm not sure if there is much value in this thread whose purpose appears to be nothing more than trying to bad-mouth our business practices which I believe have been proven to be the exact opposite of what the OP is claiming.
     
  16. ALookingInView

    ALookingInView Registered Member

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    I agree that the OP didn't take the best course of action before expressing his or her frustrations with Prevx's loss prevention system, but that's all I see.
    This thread is recommended by 4 out of 5 Prevxers. Two negative posts do not a bashfest make.
    I admit that I too didn't exhaust all of the options available to me before going negative. No big deal, no harm done.

    PrevxHelp, thanks (I think), but no thanks. Tattling won't produce anything positive, not in my book anyway.
    And if the support were actually otherworldly and all then maybe you'd have offered to look into that 9 month unused claim of mine and offered to make things right.
    End of line.
     
    Last edited: Jan 1, 2011
  17. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    It isn't tattling - if we're to improve our customer support, it is impossible to do so without knowing where the faults lie. I will of course reimburse the unused time, but this is impossible to do without a license key or email address to work off of.
     
  18. trjam

    trjam Registered Member

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    prevx business practices are appauling should be titled prevx business practices are applauding.

    Prevx Support sets the bar so high for customer support, I really dont think anyone else can touch it. To even imply Prevx fails in support, is pure assine.
     
  19. TonyW

    TonyW Registered Member

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    Perhaps the reason here is that they didn't have to wait for patents to be approved before they rolled out their latest offering. I understand there are/were patents pending for the Prevx v4 line.
     
  20. Page42

    Page42 Registered Member

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    You know what I like about Joe? He takes what people dish out, fixes the issue, then asks if there is anything else he can do!

    I recall very well another vendor here on Wilders (I suppose that netiquette demands he remain nameless) who went all ballistic about someone (a customer) who, in his overly-sensitive estimation, had been rude to one of his support personnel. This socially skill-challenged developer ranted and raved about how the customer could take his business elsewhere, blah, blah, blah. It was, to borrow a new term from the OP, appauling. And, more importantly, it was the exact opposite of good customer care... it was a black & white lesson in how-to-make-a-mountain-out-of-a-molehill, brought to us by a man who claims to have been in the software business for years, but I'm willing to bet all his neighbors think is an idiot.

    Then there is Joe, who takes the rudeness and the unwarranted accusations, and sticks to business (because he knows that there is a reason the person is upset, no matter how obnoxious they may sound). And he addresses the issue without getting caught up in the rhetoric, i.e. in a professional and friendly manner, and makes each complainant feel good about the experience.

    That's what I like about Joe (PrevxHelp). :thumb:
     
  21. m00nbl00d

    m00nbl00d Registered Member

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    I'm listening to a music called "The Persecution Song" by Cradle of Filth. I don't know why o_O... just felt like sharing it o_O Makes any sense o_O
     
  22. Hugger

    Hugger Registered Member

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    But Joe doesn't go home after work.
    He's placed in a nice soundproof padded cell so that he can release all that bad stuff that's built up inside of him.
    :D
     
  23. Rivalen

    Rivalen Registered Member

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    I bought a 2 year license to get best support when I need it. Sofar I am not a bit worried. Joe, you are so perfectly well aware that you only have one goodwill and it needs to be taken care of. I truly like what I see in your posts in this thread. :thumb: :thumb: :thumb:
     
  24. horseman

    horseman Registered Member

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    Ironically, I actually managed to stuff my license count this evening (1700 UK UTC) and thinking I might have exaggerated Prevx's superlative support response time previously I carefully recorded the time from request to completion:

    Request 17.21.46
    Response with fix 17:25:52
    It took Joe just a tad over 4min from my request to reset my license(took him two attempts as I did royally shaft it....!)!
    Then took me twice as long to type the damn key in and confirm it was working!

    Sadly it appears Joe may have slowed by 6 secs.... over the last year! ;)
    or arthritis in my typing fingers or increased peer transiting latency tween UK and Chicago... :(

    Hardly "appalling" though is it? ;)

    ....and of course my profuse grovelling thanks yet again....
     
  25. shadek

    shadek Registered Member

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    Haha! That's hilarious. I can't decide the feeling I'm having; I'm overly happy to be a Prevx customer or sad for Joe who constantly seems to be working. Either way, it suits me (and other customers of Prevx) very well. :thumb:
     
    Last edited: Jan 4, 2011
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