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Christine C.
Christine C.
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Request the Updated Version on CDRom  en

Autor: Christine C.
Visitado 1589, Followers 2, Compartido 37  

Wiil ICM be helping making me a happy Bunny

Hi I purchased a box ver9 and have instaled it on my pc but have found none of my gif files run and have found a number of issues that will take quite some time to get my websites working correctly. and I just do not have the time to sort out ICMs problems.

My question is when will I get a full working ver 9 without having to go to the end sof the earth to get it.  What I have noticed is that even though there is bugs in this ver9 I did not think ICM would send me a box version with so many bugs in it, and would have sent a box ver that has been fixed.

I feel as If I have been cheated as the Box Ver was well over £75.00p. Come on ICM what can you do to make me a happy bunny mmmm?

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Steve R.
Incomedia

Hello Christine,

I would like to let you know that we already released an update here http://answers.websitex5.com/post/3874

Actually it is in beta for users who want to try that. Anyway we will notify you when it will be public (I think in a few days).

Thanks.


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Christine C.
Christine C.
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Thank you for the information, It would be quite nice and a PR exercise if you just sent me the fixed version on CD as this is what I did pay for and not for updates to download.

Having had ver 7 and 8 along with templates I am sure you could find a way to post me the fixed full version as I am using ver 8 as There is quite a few issues with 9 and it seems hard work to work it. I am sure you will get it right I have been very happy with ver 7-8 and sure think both of these older versions was real value for money. I look forward in getting the updates on a disc Kind Regards Christine.

PS

  Lets hope I can say something nice in the future

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Steve R.
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I'm sorry Christine but I cannot send you the updated version on CDRom. Please note that, as it was for version 8, we will continue updating the software therefore the installation file present on the CDRom will be always old. Infact our plan is to release an update event every 1-2 months. It's quite like to try to have an updated CDRom of Microsoft Windows Tongue out.

The CDRom contanis other files as the PDF manual or the images resources (buttons, flags, icons, etc) that will be always the same. The only modified file is the installation exe file. Moreover this file is always present here in the download section and it will be always updated to the latest version.

Let me know if you need further info.

PS: I edited the title of your post so other users may understand this request and read the message.

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Christine C.
Christine C.
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Thank you for your reply.

 I am very disappointed in the response. I purchased a fully working Ver. 9 on CD.  At the time I thought it was a fully working program.

Well it has been installed and it is not a fully working and is not fit for the purpose. Under UK consumer law any item purchase must be fit for the purpose it was purchased. I purchased from you on CD and paid a much higher price for this item to have it on CD.

I have had no problems with ver. 7 and 8 but this version is not fit for the purpose. If you are not able to provide me with a full working program on CD then I am asking for a full refund. I am sorry I am false to take these measures. You still have the opportunity to send me a full working copy on CD that will cost you next to nothing to produce and to send.

The ball is in your court to do what is right under the UK consumer law. That is also backed by the EU. Otherwise I will take action for witch I do not wish to do. And please do not set this as Private it is an open for all to see. Christine

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Steve R.
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Hello Christine, I don't have to set this post as Private, I also edited the title to let other users to be able to understand what we are talking here. Undecided

I remind you that you bought not only the CDRom (ie: Backup CD) but you bought the full package that is: box, printed manual and CDRom + shipping charge.

Let me know if this could be the solution for you: ask for a refund for your full order and send us back the product. This is your right because of the 30 days money back garantee policy we respect.

When we'll publish the public updates you can decide to buy from our International store:

  • the download version only (updated)
  • the download version (updated) + the Backup CD only (updated)
  • the box, the printed manual, the CDRom (not updated) 

If you decide to buy the box again, infact, the CDRom will probably contains an old setup file.The reason is that the boxes are actually into our international stock in Germany. We don't create the box and the CDRom when we receive a new order, the box is shipped direclty from our stock.
As any other registered customer, you are able to receive all the future updates automatically from Internet.

I don't think this is the best solution because, as I already told you, the CDRom could never contains an updated version. 

Let me know if you need further info.

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Christine C.
Christine C.
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Autor

Thank you for the reply.

Would you please send me the full postal address to send the CD box and manual too?

I will expect the full refund and cost of sending the package to you. As I should not be out of pocket for an item that was not complete.

I am sorry we have to go down this road as I have enjoyed both Version 7 and 8 in the past. But from the issues raised I would have thought your company would have been a more flexible in your reply. Never mind I look forward in you sending me your full postal details to my Email address that is *** Kind Regards Mrs C Smith

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Steve R.
Incomedia

Hello Christine, 

Could you kindly let me know if you like WebSite X5 or the real problem is just the fact that the CDRom doesn't contain an updated setup file?

If you don't like it at all then all you can do is proceed with the refund. Please note that you have bought it from our international store managed by Digital River, so you need to follow the instruction present in the Digital River Terms and Conditions here (point 1.5 and 1.6): https://secure.element5.com/esales/termsconditions.html

You can access this page from the Terms and Conditions link present in the footer of the buy page you used to order WebSite X5: https://secure.element5.com/esales/cart.html?&PRODUCT[300468298]=1&backlink=http://www.websitex5.com&cartcoupon=1&js=-1#legal

You told me you have version 8. I'm sure that if you check the setup file present in the CDRom, this will not be the latest one (version 8.0.16).

What I'm trying to tell you is that ANY software you buy in a box can NOT contain the latest updates and it will never contain the updated version because it evolves.

Just think about an Antivirus: if you go in a shop and buy it, I'm sure that, as soon you installed it, it will automatically download the latest update. Think about a new PC: when you switch it on the first time, then Windows starts automatically to download the latest update.

Moreover trying to have the latest update on the CDRom is completely unuseful, because there will always be an updated version from the Internet! As I already told you, you we will be always able to download the full installation file from here. We created the download section especially for this reason.

A very useful feature is the Automatic Update that permits you to download the latest version as soon as you launch WebSite X5. It means that you can install any version you may have that comes from a CD, USB key, old download link, etc, and, as soon you launch the software it will be automatically updated!

Please let me know because I would really like to solve this problem. Wink

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Christine C.
Christine C.
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Autor

Hi I to would like to solve this problem too. But let’s look at it this way.

If I was a new customer and purchased today a CD-Boxed ver9 are you telling me it will come with all the bugs within it, I think not as you would be guilty of sending out CDs knowing it has problem on it. I am sure you could solve this by sending me a full working version if you wanted to. If not I want a full refund and cost in sending the unworkable ver back. As I have said I have purchased ver 7 and ver 8 with no problems and they were purchased on a CD in a Box. Your company sent out this ver 9 when it was quite clear it was not fit for the purpose.

 If I had purchased on line by a download I would have taken upgrades via down loads. But as you can see I purchase all my ver in CD and did not want to have to go to all this trouble in getting a full workable program on CD I do not want this issue to carry on until I am out of time in demanding a full refund so PLEASE send me a CD with a full working version or as I have asked for your postal address to send this broken ver back. Thank you Christine. I can see why you have set this as private as it is not in your interest to advertise what I am saying, Christine

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Steve R.
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Hello Christine, I'll try to give you an answer to all your questions:

1. Our support is from Monday to Friday. For this reason you didn't get an answer before. Please also note that we only consider the working days, even for the refund requests. Therefore Saturday and Sunday are not working days.

2. I already told you in many of my posts that this post is PUBLIC. Moreover I also changed the title so other users can better understand what we're talking about here. I set the other post as PRIVATE, just because it contains exactly the same text you posted here. Moreover I alerted you in my first answer that I'll do that because the content is identical. If you want I'll restore that post as PUBLIC even if it useless to use more than one post to discuss about that. As you can see I replied here, and not in the PRIVATE post, so anyone can read it. Moreover you just opened a new post again for the same reason here: http://answers.websitex5.com/post/4299

3. The software you received is the exactly the same as all other users. Probably this week we'll release a free update so all the CDRoms we sent will be not updated anymore. Our plan is to release free updates every month, so the next month the CDRom you have (even if updated) will be old again... so the problem with your copy will always be the same. For this reason it has no sense to send you a new CDRom now.

4. If you want to request a refund, then you can follow the process I already sent you. The postal code is written in the Terms and Conditions (point 1.5). It is: 

Digital River GmbH, Vogelsanger Straße 78, 50823 Cologne, Germany

Moreover there is a special page where you can get in contact with our international store at http://ccc.element5.com/ccc/customer_service.html?cccid=[DASID_3905]

Here you can enter all the data to start the refund process. I'll contact Digital River to be sure that your refund request could be processed even if you are out of the maximum days. 

I remind you that this process is the same we did for version 8. The last updated version is 8.0.16 but I'm quite sure that the CDRom you have contains the version 8.0.9. So the installation file contains bugs (and doesn't contain new features) we fixed in 8.0.16.

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

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Christine C.
Christine C.
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Having read the last comments. I feel a lot better as I seem to have been running around in circles. I just dont understand , how I have been so pleased with the past 2 versions and then found I have had nothing but trouble since I purchased this Ver 9 you have not done your company any favours in the rush to get it out. I have read so many comments from unhapy customers. Thank you Kind Regards Christine , I am sorry about the rude remarks made in my last comments.

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Steve R.
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Hello Christine, I read your comment in the PRIVATE post but probably you didn't read my answer here. Obiously I only replied to you here becuase this is a PUBLIC post.

I would like to let you know that version 9 was released at the beginning of July and we collected hundreds of beta testers who helped us. Actually we already have thousands of customers who are using the software and we are working to check all the possible issues they may find and that we were not able to find during the beta period. 

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! Wink

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

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Christine C.
Christine C.
User
Autor

No further questions are required I will now allow time for your comapany to sort out any bugs and  problems that comes to light before I will use Ver 9. I now know that in future I will not purchase any items from your comapany untill at least a fair time has lapsed. Its a pity that I can not say I am pleased with V9 as I have been with ver 7-8 that I found a job well done

Kind regards Christine

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Steve R.
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Hello Christine, I just would like to let you know we just released an update. All you have to do is launch WSX5 and click on the Update notification to install it. Wink

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