Digital ignorance

ignorance

from Stardock Forums

I have just purchased Star 11 V.2 downloaded and installed the software, rebooted the PPC and it asked for the product key. I checked my email but no product key. I then downloaded all my product keys for previous versions and other products but it was not there. I then raised a support ticket requesting assistance and then received a email saying it has been cancelled and that there is no record of purchase even though I provided a screenshot of the purchase from PayPal to them. It's not if I or Stardock made a mistake it is their refusal to acknowledge the issue and provide assistance but take my money a trivial amount to be sure but that is not the point. 

So no help is no help from Stardock so I have uninstalled the software and PayPal is issuing a refund for the small amount but I will be telling this story for years to come for anyone who wants to hear it and hopefully they will tell others.

Stardock you have a really bad and fatally flawed business model if you refuse assistance to your customers who have problems at point of purchase without them you have nothing but a bunch of code.

Did I mention I dislike ignorance? 

start11 v.2 accounts and activation help
1,985 views 4 replies
Reply #1 from Stardock Forums Top

Hello,
Sorry to hear you are having issues. Since you purchased via paypal, have you checked your Paypal linked email address?

If it don't appear in there, you should raise a support ticket. If you have raised a support ticket, may I know what is the ticket number? So I can forward your issue to Support.

If you have not get a support ticket number. Try using the link below and raise it again and use the "Product not receive" option.

https://stardock.atlassian.net/servicedesk/customer/portal/4/group/13.

Report back.

Thanks
Basj,
Stardock Community Assistant

Reply #2 from Stardock Forums Top

Hi Basj.

Thank you for your interest in my comment but as I said, it not the technical issue I am unhappy about it is the shutting down of my request for assistance with no interest in either finding out what happened or trying to help, its like "nope, it didn't work out so your on you own" they should look at that or not or maybe just go to customer service school and get some training, their support shouldn't rely on Forums to assist as people on forums could be anyone and we don't know if they represent the company or not but nice of you to try  to help.

In regards to the technical side of the issue, I checked my Stardock email account which is my Gmail account that I normally use for purchases which also matches my email account in PayPal same email and here is the thing the reply from support went to my Hotmail account which I do not use and all correspondence with Stardock is with Gmail including newsletter or updates they all go to Gmail they even send my product keys to Gmail when I requested them today so that is probably where things have gone wrong and even easy to fix but as I have said they never wanted to discuss it or investigate they just closed the ticket.

I have reversed the transaction and uninstalled the software and I gave feedback of what happened to the support with the details but nothing from them so if they are interested in keeping a long standing customer lets see if they respond to that or just jot it down and inconsequential but here is the ticket info.

SSN-60448 SD-Support - Product Key Inquiry.

Once again thank you for your interest and offer to help but do go to too much effort, StarDock need to raise their game when it comes to support and customer service, at least that is my impression and opinion at this point.

Cheers!

Greg Vancea

The Political Machine 2024
Reply #3 from Stardock Forums Top

Hello,
I have forwarded your problem/question together with your Support ticket number to Stardock Support Team for their assistance. Please keep an eye on this thread for any updates. We appreciate your feedback and patience.

Basj,
Stardock Community Assistant

Reply #4 from Stardock Forums Top

Quoting gregvancea, reply 2

"nope, it didn't work out so your on you own" they should look at that or not or maybe just go to customer service school and get some training, their support shouldn't rely on Forums to assist as people on forums could be anyone and we don't know if they represent the company or not but nice of you to try  to help.
End of gregvancea's quote

Quoting gregvancea, reply 2

Stardock you have a really bad and fatally flawed business model if you refuse assistance to your customers who have problems at point of purchase without them you have nothing but a bunch of code.

Did I mention I dislike ignorance? 

End of gregvancea's quote

Your order failed, Greg, because you spelled your email wrong...

****.******@gmail.cm

I have answered your ticket but I need to know - in detail - how we failed you here.

There are several places where one can raise a ticket if their purchase was not received:

-The emailed receipt has a link
-When you emailed us, the Auto-Responed has links to place a ticket if a product was not received
-The landing page in the support center \ Accounts & Sales


-The Accounts section of the Forums
https://forums.stardock.com/486311/accounts-and-activation-support-faq

Again, please tell us how we could have done better for you in this instance.

Thanks for the feedback.

Sean Drohan
Stardock Product Lifecycle Manager