Hello Paul,

You unlock code is: 38350344734576099872900351351802586053

Actually we have a lot of activity on the forum and so we're having a little delay in responding to each post.

Thank you for your patience.

Whilst your reasoning for the delay is honourable, it still does not address the issues I, like many others have raised.

You will note that in posthttp://answers.websitex5.com/post/3036several complaints are still unadressed, that Steve R has offered a refund to myself and another user. This is acceptable, but for one reason. You should support and respect exsisting users. Not cast them into a "No longer my problem" box.

Now as I have already mentioned, and it seems Roger C also rightly pointed out in posthttp://answers.websitex5.com/post/1558Saying :

"Guys -
Wasn't expecting lose the old and excellent forum - what a shame. But my real question is, why the tight upgrade policy? I've been a long-term user of X5 for several versions back - but when it comes to upgrades, I'm being treated like a brand-new customer. Can't be right! I know, 20% discount for being a Beta tester (except I haven't seen such an offer come my way yet). Even Microsoft allows me some kindness for being a Windows user for so many years... Does anyone else think loyal users should be treated at least as well as those who've only been using X5 for just three months, for goodness' sake?"

Why wont you listen????

Now rather than going down the road of a refund, as previously offered by Steve R. I would ask you to consider this..

Offer a FREE upgrade to V9 as way of saying "Sorry, we havent performed as well as we should have done."

This is something that will at the very least instill a little faith back into what should be whats called in the real world "Customer Service"

I await your reply, and hope that its soon....

Hello Paul,

V8 is not locked and customer who have bought it can use it without limits even if now we sell only the new version 9.

Of course, if you would like to use V9 you should upgrade your licence (and it costs only 49.95€ instead of 69.95€). Remember that other softwares meant to create websites costs much more.

We cannot offer a free upgrade to everyone. This would mean that we do not sell the software but simply give it for free.

We provide the new version following this simple rule (and we did it for v7 and v8 too):

• If you're a new customer, the new version will cost 69.95€
• If you're an existing customer, the new version will cost 49.95€

We even didn't raise the price since 1998.

FAO Steve R:

I urge you to consider a free upgrade (as mentioned during this thread) to V9 Evo (From V8 Evo) in preference to a refund - the cost of customer service is at this point a bare minimum, in preference to the said refund YOU refered too:

Copied from threadhttp://answers.websitex5.com/post/3036

Steve R,

I refer you to your earlier comment duely noted below:

Hi Nigel,

I saw your message you posted on Saturday (we're closed) and I just wanted to read it carefully and relpy to you today. Your message has not been deleted, you can see it from your Menu here, it is just set as Private.

Here it is:http://answers.websitex5.com/post/2984

@Darren and @Paul: Because I see that you are not satisfied about WebSite X5, I think that it is your right to ask for a refund. Please open a new private post for that or let me know if I may help you.

Thanks.

Posted by Steve R. (Incomedia) on 2011-09-24 23:04

Whilst CLaudio has seemingly answered my private thread, it appears that he neglected to suitably read, or address the concerns I laid out in relation to "quality customer care"

I would be greatful, if just maybe you could have the courtesy of reading this post, or at least be a man of your word and issue some kind of refund, as you have stated you feel is a reasonable right to ask for.

You see, my issue is not about getting money back and going elsewhere, its about you guys sitting up and taking notice.

The private I refer to is http://answers.websitex5.com/post/3037

I would be greatful if you could take a moment and read my concerns and mutual solution. I am not seeking a refund, unless pushed in that direction - I am merely asking you to consider the alternative duely noted in theat private thread.

Of course I would assume that this is not likely to happen, and if this suspicion is correct, it will leave me no alternative but to publish such findings publicly, as I have by your request kept things to a bare minimum publicly and tried to keep negoitiations to "private".

I hope this will resolve this issue, and if it is established that you do indeed feel I have been let down, and a free V9 upgrade is warranted, then of course the notice to publish good resolve and customer integrity will be forthcoming.

You might note that I actually run 3 very successful, busy websites, directly marketed towards websolutions of all kind (such as Incomedia Sotware)

Regards

Hello Paul,

I think there's a little misunderstanding here.

I was reading your first post and I want to assure you that we did not disable the unlock procedure of V8. All the old customers can still use v8 as usual. I've answered you 2 days after you've written your post because you wrote it on saturday and we're closed during weekends.

You can understand that we cannot provide a free upgrade to old customers just because they are so many. If we provide them a free upgrade, it means that we'll not sell V9 anymore.

Claudio,

I feel there has been a "LOT" of misunderstanding here. You clearly are not reading what has been written. With all thats said and done, myself, along with another were offered a REFUND of V8, from Steve R, This is written publicly, and has also been notorised into a database, in the event that you decide to delete, alter, or otherwise sensor the said post.

This is in light of the numerous issues raised throughout the entire events.

My version WAS locked, otherwise you would not have had to reinstate the licence. My version WAS disabled, and upon attempting to use YOUR softwares apply for unlock code, was met with a 404 page. This is not uncommon, as its been raised by numerous members.

Now from my seat, I am not suggesting that you offer free upgrades to every user. What I am suggesting however, is that you honour the word of Steve R, by issuing a refund - however, I am not greedy, I am simply advising that to retain me as a customer, who has been with you for nearly 4 years now. You apply this refund to a credit form to allow for upgrade, so as to avoid any other issues I have with this new system you brought in without any real forthought for the consequences of data loss to accounts.

This way, I am happy to be up to date, you retain my loyalty, and likely will recieve payment for future versions.

I have NEVER once mentioned that EVERY user should be upgraded free, merely that those that has serious and genuine complaints be given the courtesy of customer service, which as a business owner myself, sometimes involves taking things over and above the norm.

Like I have previously insinuated, I have my own websites, and am a admin for one which contains to date over 218,000 members associated to the web industry.

I am hoping that my news to those members can be one of encouragment, rather than caution. So please do the right thing, honour the words of Steve R and upgrade this account on this instance, to Version 9 Evo.

Hello Paul, 

I really need more info to be sure to understand your request 

On 2011-09-24 18:10 you opened this post. Note that it was opened on Saturday, so we are not able to give you an answer till Monday. Claudio was able to solve your registration problem sending you a new Unlock Code.

You are a registered customer for version 8 (Product Code *** registered on 21 Jun 2010 04:08). You can install version 8 whenever you want respecting the license terms (1 license = 2 PCs)

As any other registered customer, and as you suggested, we published a special price for customers to upgrade to version 9 at a discounted price. The full version is 69.95EUR, the update price is 49.95EUR.

We also give the version 9 for free to all users who bought the software during the beta period and we also add a special 50%off for the customers who bought the software one week before the beta period start. More info at www.websitex5.com/up-to-date.html

In the post where I answered I didn't realize that you didn't have the version 9 yet, even because in that post the user (Nigel) was talking about a problem in converting his big project using version 9. For this reason I answered him (and also to you and to another user) that they were able to ask for a refund of version 9. 

Why you are asking for a refund for version 9 even if you didn't buy it? I don't understand if you tried using the demo version and if you noticed some problems about version 9 or if you just looked at the posts on Answers.

Version 9 was completly rebuilt from zero and for this reason it took more than 2 years  since we released version 8. This was necessary to permit the software to be fully compatible with 64bit and the next Windows versions (ie Windows 8). We leaved the software as a public beta since July and we collected hundreds of beta testers. Anyway because of the software recreation and because we already have thousands of users, we found some bugs that we are solving now with the update. 

If you don't think that this version 9 is good, simply looking at the messages here, than you are free to wait for the first update and decide to buy this version 9 when you will find only good comments from other users.

Moreover I remind you that here on Answers, as it was for version 8, 7 and 5, you will always find some problem reported here just because this is the place where we ask users to report them.

Please let me know if you need further info. Thanks!

Steve R,

Finally you have found the time in your busy schedule to reply.

Firstly, you will note that your records ONLY seem to show my current registration, I was with Website X5 since early version 7. Alas it was registered to a different account, and as such, I no longer have access to those details.

So to summerise - you claim that your offer to a refund was one of misunderstanding, with the comment:

"In the post where I answered I didn't realize that you didn't have the version 9 yet, even because in that post the user (Nigel) was talking about a problem in converting his big project using version 9. For this reason I answered him (and also to you and to another user) that they were able to ask for a refund of version 9. "

This as you will agree if you took the time to read the entirety of the thread, you will note that the thread was actually started DIRECTLY as a complaint about customer service. No mention of any specific version, but merely why you guys feel its ok to manipulate and remove threads that you feel threaten the name of ICM.

The basic process is that if there was a good standing customer service in place, then these complaints would be dealt with effectively, and thus would not spiral out of control.

To this point, any other comment that was made OFF SUBJECT during that thread was non sequential, and leaves the situation returning to the same issue - you made a good gesture, of a refund, based on "bad feeling" towards Incomedia Support and Customer Service - then feel its fine "in private" to retract it.

I see that my hand has been forced, as I was prepared to meet you half way with this, and accept a free upgrade to settle my on going dispute, for which you will agree has begun to draw a lot of attention, not to mention opening avenues for legal challenges - remembering, everything to do with this entirity, is both recorded (independantly of your forum, for concern that you will manipulate, remove or edit) and is also under notary for accuracy.

I did advise that this issue would not simply be deal with by ignorance, and I will stand by that claim. I offer you the hand of support and will cease my campaign to find the truth, and make it known, if you do what is right and proper - step up to the mark, honour the offers that you have made to both myself, and others (documented, again independantly) and offer "your customers" the right to free and honest opinion, as a democracy should, and the support and service they would and should expect.

Please understand this is not about me, its not about you, it IS HOWEVER about the thousands of comments and complaints aimed at the lack of service recieved from ICM.

I look forward to your comments in due course.

Hello Paul, if I correctly understood

• you don't have version 9 yet
• you are saying that because some people here think that our support is not good, then we will have to give to you and to all our customers a free upgrade to version 9 

Can you confirm this?

I can confirm you that my intent is to set as Private the posts that use offensive language towards Incomedia. Moreover this post is PUBLIC, so anyone can read it... 

You opened a question about version 8 on Saturday and you get your answer during a working day and you was also able to solve. 

In the first days after we launched the software, we already have thousands of customers that added many posts because they wanted to have info about what's new. Some people didn't wanted to wait too much so, in order to get our attention, posted in a not good way. This is not correct towards us and towards all other customers who were waiting for an answer. 

I cannot accept a refund for version 9 because you don't have version 9 yet. I cannot accept a refund for version 8 because you used it for many months and you're happy about it. Furthermore I cannot give you version 9 for free because it will not be correct towards all other customers who paid for that. 

Answers is the place where people are invited to add questions, to post problems and discuss. It's clear that here you will view many posts about problems, we are asking for them! If we find bugs on this version, our purpose is to solve them and, for this reason we release new free updates.

Any user is free to choose if he likes the product and if he likes our support. If he don't like it, then it is his right to ask for a refund. 

Let me know if you need further info.

• • you don't have version 9 yet (Correct)
  • you are saying that because some people here think that our support is not good, then we will have to give to you and to all our customers a free upgrade to version 9 (Again - NOT Correct)

As to using offensive language - I feel that copying and pasting what you guys have said, can only conclude that you are the ones using offensive language. If not I would be intrigued to see anywhere that I have stated or written anything that is offensive. On the contary, I have mentioned several times to others reading my posts, to AVOID using such type.

The idea of having posts public, is indeed to allow other adults to make an informed choice about how they feel, I have not held a gun to anyones head and told them they "must believe me", only that this is my findings and interaction, and you are free withion a democracy, to act upon how each person as an individual chooses.

The only two logistical reasons to make any post private without choice, is to either hide facts, based on the offers made by ICM, or because it is illegally offensive. In my case, I fail to see either of these instances being applicable - please do feel free to let me know of another reason, or where you feel I have breached either of the points I accept above :)

I opened a question indeed....one which firstly I should not have had to open - where is the licence for the product I DID buy (Version 8 Evo)

ICM were the ones who transfered the support section to this platform, without correctly inporting customers details...who is responsible for that - your paying customers - I wouldnt have thought so...

Yes you did give me the licence (back) however all other points raised in that same thread, were time and time again, brushed over and ignored. I can only conclude that you either did not have an answer, or indeed were afraid to admit failure on the issue of customer care.

This was, and has always been my complaint, however because you and Claudio failed to read the entireity of the threads, including your OWN comments, you have sat back on the defensive stance, and forwarded what can only be considered failure in the area of customer care. Because of this, I "suggested" in this very thread, that as way of an apology, you should consider offering your long standing and loyal customer that has spent hundreds over time (dispite your claim I only had V8 Evo - I concluded that fact as false with my earlier comment) an upgrade to instill faith that you are indeed human, but like all responsible company owners, are able to admit your short falls, and deal with them to complete satisafaction.

I refer you to the SECOND post I made in this thread, which again CLEARLY states I have V8 NOT V9 -

((Now rather than going down the road of a refund, as previously offered by Steve R. I would ask you to consider this..

Offer a FREE upgrade to V9 as way of saying "Sorry, we havent performed as well as we should have done."))

Which again Claudio replied to refusing it, EVEN though I gave reference to YOUR offer...

I was totally private, upto the point that I smelt a rat (so to speak) and started digging for other similar complaints (quite a few, alas, purely on customer care) and as a result, it was felt that "maybe" you guys would listen to reason, with a colation of these complaints. I believed I was pretty much at the point where YOU yourself stood up to the mark, and offered a refund, in what YOU knew was a public thread.

Misunderstanding, or indeed as I have suggested, not reading the entireity of that said thread, only illustrates my point of failure on your part. However, you will be aware that making the offer, in the eyes of the law, may be construded a written contract, which I followed up by following your request to ask in private. I did this, only to be shot down in flames by Claudio, AGAIN, in this thread, by, get this, not reading the entireity of the thread, or at least refering the thread to you as the "offeree" to complete. That is the one single reason I went on the campaign of righteousness I have, and will continue to do, until the wrongs are righted.

As to other customers making comments "not correct", whilst I accept to a point that this is faliable, this is also out of sheer frustration - you have buried your heads and not answered peoples concerns in a professional and correect manner.

The vert fact that you, yourself, say there was thousands of issues in the first few days, should suggest that maybe, just maybe something had gone so very wrong with the premiture release. The idea of beta testing a product is to iron these issues out BEFORE taking peoples money. Again, whilst I accept that ANY beta testing is not, infaliable, it would have maybe been wiser in hindsight, to postpone the release, until you had reached a point of saturating the problems that were likely to arise, and thus by way of reason, leave more time and resources to the "few" not thousands of outstanding issues, and be able to focus more effectively on @Customer Care@.

As to not being able to issue a refund for V9, clearly you are totally correct. This is why I have NEVER asked for a refund to V9, here or anywhere else. I have asked for a refund to V8, as I posted several times, OR an upgrade to V9. Should other customers made valid claim, that is part of the democracy I have spoken of. Not my issue to rise too. Outside of your resonsibilities that you are legally bound by, which you will be aware are internationally profound, based on selling electronic data on the internet. I have no input other than my own personal findings (good or bad) for others to consider, should they be concerned about parting with any more money.

Should you have stepped up to the offer made, and addressed my own personal comments and concerns, that information would have just as widely been made public. I am not adversed to promoting good customer service any more or less than bad. However it is a fact of business that many will remember bad, over good. Thats the focus of what I have been trying to avoid for the last couple of months whilst this process has been going on.  

I post only facts, facts based on the way you guys process complaints.

So in summary, NO I am not suggesting that EVERY customer should be upgraded free. ONLY the ones that have had genuine cause for complaint, AND already been made an offer ;)

I even tried suggesting that you offer a telephone number for unresolved complaints, as the only number available is a fax line, which is not the way to solution, im sure you would agree...

Now your final point -

"Any user is free to choose if he likes the product and if he likes our support. If he on't like it, then it is his right to ask for a refund."

It is my belief that you have already made this offer, yet recanted on it. I would however offer this as final solution, which as promised I would make publicaly known. You guys step up to the offer made (now twice) and refund my V8 - for lack of support and customer care. And apply that refund/credit to the upgrade, in way to apologise, for YOUR confusion, which you have admitted as such in this very thread.

 {Quote} In the post where I answered I didn't realize that you didn't have the version 9 yet {End Quote}

The defense of "I didnt understand" is at best flawed, both generically on a public post from customer service, and in the eyes of the law.

I would then have pleasure in posting publicaly that my issue has been satisfactorily resolved and ICM met the grade of good customer care.

I would like to offer you my telephone number in a private thread, should you wish to discuss this (please request), or you can offer me yours. Other than that, I feel this may go on, should the issue not be resolved and possibly, as mentioned,  have legal ramifications.

If you notice my intial solution which would have concluded our communication to satisfaction was to offer a 50% discount code, and thus I would have SPENT more money - albeit 50% off EUROS49.99 is not a great deal it would have shown good faith. However Claudio decided to ignore that part of my FIRST comment in this thread, and thus we are where we are now.....

I await your comments in due course...

Hello Paul, I would like to ask you to clearify some points, so I can better understand you:

1) I checked all your posts and comments: no one has been removed and they are all visibile. Please let me know which ones of your comments do you think we have hidden.

2) Please let me know which are the questions you opened about Evolution 8 (the only version you have) and that you didn't receive an answer yet.

3) We cannot accept to give for free version 9 just to the ones that have had genuine cause for complaint. it has no sense because who can say that it is a genuine cause or not?

4) We have a telephone number you can find in all our contact page at www.incomedia.eu website. 

5) No, we cannot accept a refund for version 8 you registered on 21 Jun 2010. As I requested at point 2), please let me know which are the questions you are still waiting for an answer.

I'm sorry, we cannot accept a refund request for version 8 you bought more than 1 year ago and we cannot give you version 9 for free (or 50% discount) because it's not correct towards all the other customers.

If you think we didn't answer to one of your question, please let me know which are the questions so we can give you support.

I only find 2 posts from you here:

• http://answers.websitex5.com/post/3037 -> this post
• http://answers.websitex5.com/post/3040 -> related to this post

I wait for your technical questions about Evolution 8 so I can give you support. Thanks.

I think you have forgotten the all important thread where YOU offered the questioned refund!!

http://answers.websitex5.com/post/3036

And during this thread I will ask you were I either sad I had V9 or insuinated I had V9. In fact I would be interested as you have previously stated here, that I "led you to believe I had V9..

The very fact that you "forgot" to mention this thread maybe suggests you are either NOT in posession of all related facts, have no access to the thread (not sure why this would be as you work for ICM) or that it was "convenient" to exclude this thread in the hopes others maybe didnt see your offer IN WRITTING!!

Below I have copied YOUR comment in order to refresh your memory, as this has no doubt slipped your mind ;) and so that everyone who can read this, is able to see clearly your clear "mistake"

"I saw your message you posted on Saturday (we're closed) and I just wanted to read it carefully and relpy to you today. Your message has not been deleted, you can see it from your Menu here, it is just set as Private.

Here it is:http://answers.websitex5.com/post/2984

@Darren and @Paul: Because I see that you are not satisfied about WebSite X5, I think that it is your right to ask for a refund. Please open a new private post for that or let me know if I may help you.

Thanks."

I look forward to you honouring this refund, now without further delay!!

Paul S

Hello Paul,

as I already told you here I supposed you had v9. Here is my above comment:

Here is the reasons why I supposed you had version 9. Darren said:

So Darren surely has version 9. You replied with:

I supposed that your "findings" means problems using version 9. Darren was talking about version 9...

Hope this could clear my supposition and I apologize if I didn't correctly understand you didn't have version 9 reading your comments. 

If it's important for you, I confirm that Darren is still using WebSite X5 latest version and didn't ask for a refund.

Therefore, as I already told you, I can accept a refund request for version 9, but I cannot accept a refund for version 8 you bought more than 1 year ago on the base that another user had problems with version 9.

Thanks, Steve.

....and with all due respect, you are only really admitting that this was an error on YOUR part. Should you have read my comments, and/or posts, you would clearly see that at no point did I insuniate having V9, or mention that I had it.

Darren:The more I play with version 9, the more I think about jumping ship and trying something else. Anyone tried Xara Web Design?

So Darren surely has version 9. You replied with:

Paul Steven:Not yet Darren, but im just about too, will keep the post updated with my findings :)

This was refering to the numerous other comments/posts I have partaken too, mentioning that the SERVICE was in my valid opinion, very sub standard. You will note that I mentioned this in pretty much EVERY comment I made, and that was my grievence. Nothing to suggest that I could not deal with the V9 version.

Numerous comments refering DIRECTLY to the lack of customer care/service. Which this vein attempt at avoiding only goes to validate that view.

You mention that there is a telephone number. You will note that as I have previously mentioned, I tried calling this number on more than one occasion, and it is a fax dedicated line. so either the published number is not correct, or your organisation answered in fax tones..

I also, offered my telephone number, if it was more convenient for your customer care to call me. However, as strange as that concept may be, I heard no reply - or least if there was a reply, I must have missed in, and would respecfully request that you point me to the reply offering to call me.

As to whether another user, Darren of otherwise, is or is not still using the software, is of no consequence. It alters nothing as to my complaint, and is frankly, like I have mentioned several times before, a free choice for any person to decide if they wish to reject ICM as an inferior customer focused company, or continue to spend money with you. This is by no means a smear campaign, merely as expression of the total disregard to customer care, that has been experienced by myself and other users.

I will conclude that you are retracting from the said offer, made in writting, and will, unless otherwise instructed by yourselves, take my next course of action, which you may remember, could involve legal ramifiications. A written agreement is a legally binding contract, only disolvable by full agreement of both parties. This is the law of both the EU, and the US, so whichever is best suited, may still remain an option.

Regards

Further you will note your comment that no posts of mine have been edited/censored or deleted - again, totally false, wrong, incorrect. However im sure there is a valid reason for this "error" too isnt there ;)

Please note the folowing that was posted to thread

http://answers.websitex5.com/post/1558

********

And likewise I have replied with my thoughts to that post, which I am hoping you are comfortable with my copying and posting here for other users to consider their own thoughts on.

Copied, with sensitive info hashed out, from my post.

I was thinking about upgrading, however if its likley to take 2 weeks like my last question to get support I dont think I will bother - in the meantime, for reasons only beknown to yourselves, the self issue of the new activation code is disabled for V8 now, bizarre at best, as many users are still on this version im sure.

I cannot activate my X5 V8 but the install is giving me the CC code of "EN*******************01" which I am sure will change next time I attempt to install this in a few weeks time when I get a reply.

If this is of course the case, I will make my feelings VERY publicly known..

Strange that the computer and all hardware is EXACTLY the same as when I installed it last time, yet any of the three activation codes issued are usless - if the codes are no longer valid for anything, please do tell me why they are still there??? I am keen to get on and use the software I have PAID for, without this absolute nonsense, so please email me a new activation code thats valid.

My email address regsitered to this account is n*****@live.co.uk

My Name is Paul Stevens

Please understand that I will NOT be upgrading, nor buying any more of your products, due to your abysmal and quite frankly insulting methods of disgarding proper service and support for V8 users and below - it seems our money is spent and we are of no value anymore - this is based on the total lack of support from your staff in the forums, and the fact that I feel I am, like many im sure, being FORCED to upgrade, rather than having the choice to stay put...

If however under these circumstances, you feel the urge to offer a 50% off promo code, for what most companies call LOYAL customers (the fact that I have bought BOTH versions 7 and 8) should count for something - one would assume :(

Yours very unhappily - Paul Stevens

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2 Answers

If one of the following answers solves the problem you mentioned, set it as the "Correct Answer" by clicking on "correct".

Hello Paul,

You unlock code is: 383**********************************************053

Actually we have a lot of activity on the forum and so we're having a little delay in responding to each post.

Thank you for your patience.

------------------------------------------------------------------------------------------

Whilst your reasoning for the delay is honourable, it still does not address the issues I, like many others have raised.

You will note that in posthttp://answers.websitex5.com/post/3036several complaints are still unadressed, that Steve R has offered a refund to myself and another user. This is acceptable, but for one reason. You should support and respect exsisting users. Not cast them into a "No longer my problem" box.

Now as I have already mentioned, and it seems Roger C also rightly pointed out in posthttp://answers.websitex5.com/post/1558Saying :

"Guys -
Wasn't expecting lose the old and excellent forum - what a shame. But my real question is, why the tight upgrade policy? I've been a long-term user of X5 for several versions back - but when it comes to upgrades, I'm being treated like a brand-new customer. Can't be right! I know, 20% discount for being a Beta tester (except I haven't seen such an offer come my way yet). Even Microsoft allows me some kindness for being a Windows user for so many years... Does anyone else think loyal users should be treated at least as well as those who've only been using X5 for just three months, for goodness' sake?"

Why wont you listen????

Now rather than going down the road of a refund, as previously offered by Steve R. I would ask you to consider this..

Offer a FREE upgrade to V9 as way of saying "Sorry, we havent performed as well as we should have done."

This is something that will at the very least instill a little faith back into what should be whats called in the real world "Customer Service"

I await your reply, and hope that its soon....

So again, guys, is this really customer service, or is this, a case of hit n miss with who actually takes a moment to take the paying customer seriously...

Posted by Paul Stevens on 2011-09-27 14:59
Quote

This comment has some abuse reports!

• 
  Please open a new post for that. Thanks Reported by Steve R. (offtopic)

********

This you feel was off topic, or so the report claims. But isnt the title of the thread "Welcome"

This suggests to me, that there was no specific thread, only a generalisation of comments. If anybody, including yourself, was to chose to read that thread, you will note that the topic varies on a very large number of occasions, from complaint, to technical, to activation, to humerous banter, to complaint and so forth.

I suggest that this was to censor my comments...

Hello Paul, thanks for your reply. I would like to remind you that:

- if you have questions about version 8, you can post here an we will give you support as we always did since version 7.

-  if you need to install version 8, you will need to request a new Unlock Code automatically from Internet. If you have problems you can contact us via support.

- Any user who bought the software has the right to request a refund in 30 days. This is the law and what we are doing. I'm sorry but we cannot accept a refund for a product you never bought (version 9) and we cannot accept a refund for version 8 just because you bought it more than one year ago. Moreover you used the software succesfully.

I also would like to let you know that here on Answers you find comments, problems or questions simply because this is the place where we ask to our customers to post comments, problems or questions about WebSite X5. Because we introduced a lot of new features in v9, there were a lot of questions from already existing users, especially about the conversion of version 8 projects.

Thanks, Steve.