Registration from Hades

Discussion in 'Port Explorer' started by DougRees, Aug 28, 2004.

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  1. DougRees

    DougRees Registered Member

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    I love and use several DiamondCS Products (TDS-3, Port Explorer, Wormguard), and have recommended them to several friends. Recently I tried ProcessGuard. I liked the trial version, and decided to purchase the full version.

    That's when the problems began. I placed the order with a company named RegSoft that apparently handles credit card orders for Diamond. I received an email from them to the effect that I would be notified when my order had been processed. I waited for almost a day, and still nothing had happened. I sent several additional emails to RegSoft, and finally (about a day and a half after I had placed the order) received notification from them to the effect that my order had not been accepted because I use an email service in a foreign country ("omnimail.sm" in the delightful little country of San Marino).

    I quote from their email: "We regret this order has not been processed due to the fact that the email address and/or initiating order host country do not correspond with the billing address country of US which you have entered. It has been our experience that there is a high incidence of fraud when this occurs and it will be necessary that you explain this difference so that we may continue with the processing of your order."

    I responded as follows: "I regret that there has been such a delay in processing my order. I am using an email service located in the small country of San Marino (omnimail.sm), primarily just as a matter of personal eccentricity. Everyone seems to have Hotmail or Yahoo, and I wanted to be different. I assure you that I am indeed the Douglas E. Rees whose name appears on the credit card, and that absolutely no fraud was involved in my order."

    I waited several more hours and when there was absolutely no reply, visited RegSoft's website. The site said that the telephone line was only for the purpose of placing orders (surprise, surprise), but I called it anyway, and after a lengthy delay finally spoke to a real human being. I asked him what the H*** was wrong with using an email in a foreign country. He said "There is nothing wrong, but your order has been rejected by 'The System'." That really got my goat. Being called a thief is bad enough--being called a thief by a computer is intolerable. I finally replaced the order, using a different email address, and shortly afterward received notification that my order had been accepted. However, I still have not received the unlock key for ProcessGuard from Diamond; and it has been several days since I placed the order.

    I will continue to use and recommend Diamond's products (including PG if and when the key comes), but the company has definitely been moved from my A+ list to my A- list.
     
  2. Wayne - DiamondCS

    Wayne - DiamondCS Security Expert

    Joined:
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    Perth, Oz
    Hi Doug,
    I'm sorry to hear about your negative experience with Regsoft. We haven't had any other complaints about them, but you might be interested to know that we're making the transition over to Element5 with the next releases of our software. We do also accept Paypal orders.

    Best regards,
    Wayne
     
  3. Peter2150

    Peter2150 Global Moderator

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    You would probably have similiar problems ordering other products. To protect against internet fraud, and identify theft problems a lot of matching is done. Go to Newegg or anyother internet seller, and use a shipping address different then the address for the credit card and see what happens. It will probably bounce.

    It is actually protection for you.
     
  4. DougRees

    DougRees Registered Member

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    Actually I've used the "omnimail.sm" email address to order several products on the Internet, including my new 21" monitor from a place called "dealsdepot.com" (had a very good experience with them).

    I suppose that we live in a world in which "a good deal of matching occurs". It seems to be part of the corporate BS we have to live with. I'm not a commie, but I sure feel like one sometimes. However, being in a group with a statistically greater likelihood of fraud is NOT the same as committing fraud. I am an individualist, and will continue to insist on the distinction.
     
  5. DougRees

    DougRees Registered Member

    Joined:
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    I still haven't heard from Diamond

    I still haven't heard from Diamond regarding my order for ProcessGuard, even though my Visa account has been debited. I suspect this is because RegSoft has not notified Diamond of my order.

    It seems like I spend a huge amount of my time fighting with corporations of various kinds. In this case, RegSoft apparently decided to mess up my order for no better reason than that I used a foreign email to place the initial order. Why do these corporations insist on punishing people who have done nothing wrong? They all seem to want to treat customers as potential criminals.
     
  6. Wayne - DiamondCS

    Wayne - DiamondCS Security Expert

    Joined:
    Jul 19, 2002
    Posts:
    1,533
    Location:
    Perth, Oz
    Doug if you'd like to drop me a private message with your registration details (full name, email address, date of registration) I'll personally look into the matter for you.
     
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