Still waiting for my SEM license! How long does it take?

[minimalboffin]

Hi forum users,

first post for me here as a new user of Arturia software (but a long time Origin owner).

Just wondering how long the average wait is for a download license to be sent to your email account? I've been waiting nearly 4 days and haven't heard a thing yet! Sent a couple of requests for technical support regarding my serial number/authorisation code but still no word.

I'm a little worried right now!!

Many thanks for any insight from users who've successfully downloaded from the Arturia shop.

mb

[herbedaceous]

Hi minimalboffin

I  am familiar with Arturia's  licencing and unlock process which I have used without problems before; Sorry to crash in on the SEM users page but  but I have the same or similar  problem following purchase of Spark VDM download on 10-4-12.

I received my automated confirmation e-mail with licence and unlock codes but when I click submit on this screen http://www.arturia.com/evolution/en/community/modif-account.html I get an “unable to connect” message for the subsequent page (http://www.arturia.com:8080/arturia/RegisterPlugin_newbase_v2.jsp )

I am able to access other websites so it isn’t a connection issue on my part....

I have raised a technical support ticket but have had no response yet (in fairness this was only earlier today), neither have I  received any response to an email to sales@arturia.com  

The Arturia website was down just before Easter so I wonder if it's some knock in effect from that, or maybe the Artuia guys are too gorged on Easter eggs to respond!
 
ARTURIA- Can you check this out please so I and minimalboffin can authorise and unlock our respective products . Thanks Simon

[minimalboffin]

Yeah I was guessing that it was something to do with Easter too Herb.

I certainly hope so!

Lets keep our fingers crossed that our tech support request prayers are answered soon!

mb

[herbedaceous]

Hi minimalboffin, the good guys at Technical support have solved my registration problem so I'm sorted now 

A couple of thoughts - is your email address for your account correct if not your codes would not have reached you? Alternatively have you checked your junk folder in case the email is lurking there?
If neither I suggest you raise a help ticket from the "my account" page.

Best Wishes

[Antoine]

Both issues have been solved today.

[minimalboffin]

Hi Antoine,

My issue hasn't yet been resolved. Thank you for your email but I still don't have an email with my serial number/auth codes.

I've checked my spam folder...nothing there.

I've checked my email address in my account...it's correct (I got the automated responses to my tech requests to that email account).

Still nothing so no, my issue hasn't been solved yet.

It's Friday afternoon and I bought the plugin on Monday morning!!!!!

I'm going to try sales directly see if they can fix this.

Worst part is the money left my account days ago.

Glad they solved your issue though Herb!

mb

[minimalboffin]

Contacted Sales yesterday but haven't had a reply yet.

5 days, still no serial number etc.

Anyone know if it's possible to get a refund on an undelivered download?

This is beyond a joke now!!

mb

[minimalboffin]

It's been over a week now and I'm still waiting.

Haven't had so much as a courtesy email from sales, let alone my authorisation & serial number from them.

[minimalboffin]

I've now sent 3 emails through the sales channel, one personal one to Sean Weitzmann in sales, and 2 technical requests.

I am truly at a loss.......

When will I get my authorisation?

mb

[LordFlashback]

Same here with me! No reply at all, not from Antoine either.
I really hope that many people will read these posts and potential customers will be saved from giving any money to Arturia!

[Chessh]

Same here...still waiting for my Spark VDM licence after paying for it Easter Sunday. Have sent emails, posted on forum, used Contact page etc etc and nothing. Seems I am not alone here...why can't Arturia contact us directly/respond to email and support requests. I know that my payment has definitely been taken asi can see it on my bank statement!! Truly shoddy cust service so far and I'm massively disappointed with Arturiaand want this resolving ASAP!!!

[Sean W]

Hi Duncan,

Denis contacted you today Monday.

Sorry about the delay, but Arturia is closed during the week-ends.

Sean

[minimalboffin]

Although it doesn't solve anyone's issue I'm glad I'm not on my own here.

It seems that Easter has caused some big problems with the online ordering system...at least I'm guessing that's what the problem is (I don't believe that it usually takes them over a week to send a license).

Customer service has been a mixed bag so far.

Sean...I thank you for your swift reply although I understand why you can't help (being in the American office).

Hopefully Denis fixes this for me today.

Hope you guys get fixed up soon Chessh & LordFlashback

[minimalboffin]

Denis finally fixed me up today.

Hope anyone else in the same situation gets an answer soon.

Denis seems to be the one to help.

mb

[buzzfunk]

Besides making great synths, on a business side you guys are just a mess.

I ordered the SEM again, since Im not allowed to use it on two computers at the same time. ok. I guess fair enough.

Then i order. CC gets declined. Because its outside the us. Call in visa. Re order. Then I wait. Wait for that serial code email.

YOu guys have to get your shit together.

Can someone please get on it and send me that info asap?