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Need help with a second hand TI, customer support stopped responding to my emails.

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kevinr

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Saturday, January 28th 2012, 7:52pm

Need help with a second hand TI, customer support stopped responding to my emails.

Anyone have any idea what I should do here? Access customer service stopped responding to me.



My first email.




quote:

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--- Original Message ---

Hello! My name is XXX and I need some assistance with my Virus TI Keyboard

please. I purchased it off of eBay a while ago and would like to update it,

but when I try to register an account on your website to do so it says that

the serial number of my keyboard has been used by another person already.

The serial number is XXX. This is strange because I'm pretty sure I

used your website before to download the software that it's running now.



Thanks!






quote:

Quoted




Dear XXX,

Thank you for your email. When did you purchase this unit from eBay exactly?

I'm asking since the registration is just a few days old.



Best wishes,

Jörg Hüttner






quote:

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Dear Jörg Hüttner,





I purchased it June 17, 2009. I have the receipt from paypal, I've

been using this keyboard for over a year now. The email that is listed

in the paypal receipt is XXX. I received the keyboard

shortly after I won the auction and have been using it ever since.






quote:

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This is very strange. There's a brand new registration with this serial

number in our database, but under a completely different name. The

registration is just a few days old. Can you do me a favor and check the

serial number stored inside the unit?



Please remove the power cord from your TI. Next press the buttons TAP+CONFIG

on the TI whilst plugging in the power cord.

The serial number, a date and 2 values ("numA" and "numB") should be visible

then. Send me this serial number then.



Thanks.



Best wishes,



Joerg Huettner






quote:

Quoted


Dear Joerg,



When turn it on with those buttons pressed, the display looks like this,



serial : XXX

date : XXX

num A : XXX

num B : XXX



Thanks!

XXX






quote:

Quoted


Dear Joerg,



Hello, we were exchanging emails yesterday and we never reached a

conclusion about how the serial number for my Virus TI was already in

use when I tried to use your website. Did the information I sent you

help at all?



Thanks!

XXX






quote:

Quoted


Dear XXX,

We need to load a new serial number in your unit. There must have been a
mixup with serial numbers in our production back then. I will get back
to you with a small Mac application to do this once our engineers
created that.

Please provide also your postal address. We will send you some stickers as compensation.



Best wishes,

Jörg Hüttner





Horray! Problem solved! (Or so I thought.)




quote:

Quoted


Dear Jörg,



That's great! I'm glad to hear that the mystery has been solved. My

mailing address is

XXX



Thank for so much for your help!

XXX





I never heard back from them after this, and that last email was sent Wed, Nov 10, 2010 at 11:28 PM. I periodically email them asking if any progress has been made, and never get a reply.

Ruari

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Saturday, January 28th 2012, 10:57pm

You've had this problem since Nov 2010 :huh:

Have you tried using the telephone support number?

kevinr

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Saturday, January 28th 2012, 11:35pm

Yes. It's been years now. I send them an email every few months and get nothing in reply.

I'll call them on Monday. Their customer support line isn't serviced on weekends.

This post has been edited 2 times, last edit by "kevinr" (Jan 28th 2012, 11:42pm)

Ruari

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Sunday, January 29th 2012, 12:31am

Quoted from "kevinr"

Yes. It's been years now. I send them an email every few months and get nothing in reply.
That sounds a bit odd, you probably are but I've got to ask - when you send an email are you making sure you use your original ticket number?


Quoted from "kevinr"

I'll call them on Monday. Their customer support line isn't serviced on weekends.
Yes, the telephone support is only available between 2pm & 5pm on weekdays only.


Good luck with it, I hope you manage to get it sorted out.

kevinr

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Sunday, January 29th 2012, 3:34am

Quoted from "Ruari"

Quoted from "kevinr"

Yes. It's been years now. I send them an email every few months and get nothing in reply.
That sounds a bit odd, you probably are but I've got to ask - when you send an email are you making sure you use your original ticket number?


Quoted from "kevinr"

I'll call them on Monday. Their customer support line isn't serviced on weekends.
Yes, the telephone support is only available between 2pm & 5pm on weekdays only.


Good luck with it, I hope you manage to get it sorted out.
Yes, I do.

Thanks for your "good luck". All I want is for someone from Access to take five minutes to help me. I really don't think that's too much to ask.

thatbass

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Sunday, January 29th 2012, 4:48pm

Thanks.Will not send.

This post has been edited 2 times, last edit by "thatbass" (Feb 1st 2012, 8:33pm)

Ruari

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Sunday, January 29th 2012, 5:54pm

Quoted from "thatbass"

I can send you any of the Virus OS.Lemme know whats your email and what version you would like.
Be careful with that, I'd check with Access if you are allowed to distribute the software to other people first.

I'm not a lawyer but I think that this part of the license you have already agreed to means you aren't allowed to

Quoted

3. Restrictions. The Software contains copyrighted material, trade secrets and other proprietary material. In order to protect this, and except as permitted by applicable legislation, you may not decompile, reverse engineer, disassemble or otherwise reduce the Software to a human perceivable form. You may not modify, network, rent, lease, loan, distribute or create derivative works based upon the Software in whole or in part. You may not electronically transmit the Software from one computer to another in a network.
As nice as it is to help people out I'm sure you wouldn't want to shoot yourself in the foot by getting in trouble with Access.

kevinr

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Monday, January 30th 2012, 4:36pm

Anyone want to give me some tips on how to reach the help hotline? I tried calling during the proper hours, but I kept getting a "could not be completed" message. I tried just inputting the number into my phone, and also with a "1" before it to indicate I was calling outside my area. I never make international calls. Is there another number I need to add to indicate I'm calling outside the country?

This would be so much easier with email. : (

Ruari

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Monday, January 30th 2012, 7:13pm

Are you calling from the UK? If you are the number you would dial is 004970022237784

Quoted from "kevinr"

This would be so much easier with email. : (
I hear you, but for whatever reason that's not solved your problem.

Obviously, I have no idea what's actually happened as I don't work for them but I'm starting to think that the guys from Access might be under the impression that they have already sent the Mac application mentioned in the emails you had earlier & closed the ticket. Again, I have no idea how their system works but if that's the case then it's possible that when you are replying with your original ticket no. this has been getting routed straight to a dead letterbox.

I'm only thinking something like this because allowing a problem like you have to go on for such a long time unresolved doesn't sound like the kind of thing they would normally do & if they thought that your machine was stolen or belonged to someone else then seeing as you have already sent them your address you would think the police would have visited you by now.



EDIT: Oh yea, don't forget the times the phone support is available is in German local time so you will have to make any adjustments for where you are calling from.

This post has been edited 1 times, last edit by "Ruari" (Jan 30th 2012, 7:19pm)

thatbass

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Monday, January 30th 2012, 9:24pm

Thank you very much for letting me know Ruari.I just assumed since he has a Virus TI that it would be chill.I will get in touch with access on the matter.

This post has been edited 1 times, last edit by "thatbass" (Jan 30th 2012, 10:28pm)

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