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Originally Posted by greatgaboo

Actually the CEO answers these questions all the time at our 7 mil a yr 30 person company. And all I asked for was for someone to retrieve my account info. That simple. Unlike many who pirate and get cracks for their software I support the creators and gladly pay for it. But I do expect a certain level of customer service.

If someone had sent an email to me saying..here is your account sign in and password...how hard would that have been? Obviously they have me in their database as a customer because the email touting the new version says so. Yet when I put that same email address in the "I forgot my password" field it tells me it is unrecognized.

I am on a campaign here to give people headaches. I want to be able to use the software I paid for and enjoyed. Retrieving the my account info or getting someone on the phone shouldn't be so difficult nor should I be made to feel I am the idiot that doesn't have his account info written down somewhere. They should WANT ME TO HAVE THAT INFO so I can buy more.

Nuff said. I won't be replying to this thread again unless it is to say thanks for the help.

This is a matter of personal responsibility. When you download and save the installation file on your computer, we make it clear that you should save it and your RegCode to a CDROM so you have it whenever you need it, not be dependent on MTU for this. We have delivered an incredible piece of technology for a very low price of $39.95.

To process your request in these Forums takes upwards of 20 minutes to:

1. Find who you are - We must open the Forum Admin panel and search using your Forum Username to find your email address. This is a result of executing our privacy policy.
   
   
2. Find your database record - We can do this only if your Forum email is the same you bought with. OFTEN it isn't, and we then fail and our time is wasted with resolution of your problem.
   
   
3. Find your order - We must open every one of your orders until we find the one you need your RegCode for. However, if you can use our web site, which a few cannot for some reason, then you have instant access to this yourself, and you know the order number saving you time.
   
   
4. Email you - Once we have all the VERIFIED correct data, we must prepare an easy to understand answer, and email it to you.
   
   
5. Success? - You have a 40% chance of receiving our email based on proven Internet statistics. However, if you used a Support Ticket, you have a 100% success getting your answer.

I expect that if YOUR President did that all day long for a $39.95 product purchase, you would have a very different outlook.

We currently are spending a $20,000 budget to write new web scripts so you can click a link with your email entered and have all your RegCodes emailed to you. Why so much? Coding, then testing, testing, testing, testing, and then testing some more to insure your record is secure and cannot be stolen by hackers. If the company you work for does Internet Marketing and delivery of goods, you know what I'm talking about. Otherwise, you have no basis to understand the magnitude of the problems to meet your request.

Microstudio, Vogone, Keyrite, and KHPro have free downloads both in the Help menu "Check for Updates" command in the running program, and in the case where it isn't running, this FAQ Page with all the URLs, which appears at the top when you type in "download" in the Search field.

The MTU.com Store Account download links are now forced to expire in 30 days. When they were good for 365 days, they brought the MTU.com sales/store site to its knees so new customers abandoned their orders. We had tripled the price we pay for our server resources and still it was running slow due to multiple downloads per user, when only one is needed if it is saved as instructed. Now, a very few users complain, and fail to search the FAQ/KnowledgeBase for an answer, but all that you need is provided if you look.

For a $39.95 product from a company that has/does for 37 years support customers for free, and does upgrade our products several times a year, don't you think it is reasonable for us to expect you to take personal responsibility to protect/save what you buy, and not demand MTU always be available for free, or get mad with us when we aren't?

If you had submitted a Support Ticket request, which is private and confidential versus in this public Forum, and you told us who you are, your email address that you purchased with so we can find your record, the order number, and what you needed help with, it would have cut our processing time to about 2-3 minutes, and you would have your answer.

So, like everyone else in the USA this week, I apologize that MTU's web site failed to make a clear distinction of when to use the free and private Support Ticket, and when to use the free and public Forums. I also thank you for your complaint, because as a result, I personally will modify our support policy page this weekend to reflect that point. However, no one reads our support instructions page now, so... Oh well, after 37 years in business, we have learned to do what we can on a 39.95 product income.

I hope you get over your headache soon.

BTW: Due to the massive support load that DC had undertake as a sales person trying to meet his customer's needs, regardless of the demands on his time or other duties he was to perform for MTU, he resigned. March 15th was his last day. However, when our Support Ticket is used, and all the data we need is provided to us, our support manager does an excellent job.