Support Email Responses

By Seabass Posted April 18, 2008 16:58:48

There seem to be several reports that support is not getting back to customers. I just wanted to take a moment to update everyone on the current Support status.

I am proud to say that less than 5 emails (out of what is generally hundreds) are left in our queues. We even double checked our filters for any pending emails that might not have gotten through.

If you send in an email to support@stardock.com you are supposed to get an auto reply. At this moment it isn't working for everyone so we have been putting in more attention to the queues. We hope to have that fixed right away.

You would be safe with a support site submission: http://esupport.stardock.com/index.php?_m=tickets&_a=submit

If you have not heard back from us since you sent in the ticket it is likely that it did not get through.

-However-

There is always a chance that there was a reply sent out that has not been received due to spam filters or security software. Please double check your spam filters to see if a reply from Stardock is in there.

Please let us know here if this applies to you and we will do our best to assist you.

(please keep in mind that support is not officially available on the weekends but we are often found in and around the forums from time to time)

+32 Karma 47 Replies 5 Referrals

Could you ask for anything more?

Great job! I always try to tell people how great SD Support is.

I have 2 tickets sitting in esupport.stardock.com. They've been there for a full week with no email response. They have been both received. Just wondering. Last checked on them on evening 4-17. There's nothing in my spam and I've added Stardock support addy to my email awhile ago.

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And in keeping with my Big Dog sense of humor I'm sitting here listening to Phil Collins "There's no reply at all" on this fine Friday night. Woof.

Ticket ID: AOD-265564
Subject: DeskScapes 2.00.052
Department: Support - General
Priority: Received
Status: Open

I put this ticket in a week ago and am still waiting a reply. Are there any updates for DeskScapes?

Craig Courtney

Is it wronge for me to point out that "Responces" in the title is spelled wrong?

Ya it's way wongr Zabuz!

Woohoo, they actually did respond. Hopefully a cure is fourthcoming for DeskScapes.

Courtney

The Besy Support anywhere - is here - Right On!!!

SGT

Zabuz

Yeah, Cav...I just saw that and that is Effin FUNNY!

I can't believe that I put up with this stuff.

Is it wronge for me to point out that "Responces" in the title is spelled wrong?

Yes....as I waved the appropriate wand... Spell checker

BigDog.. Got a ticket number I can go with? I don't know what the problem could be but there is almost nothing in there right now. I'll get it solved for you.

Deskscapes (and I really mean this) is being looked at by several people whom are (and I mean this part too) screaming and yelling getting it fixed. No exaggeration in any of that.

And Zubaz.... I will never take your title (thankfully) but the day is yours.

but I totally fixed it, it was the title for freakin sake!

I have 2 tickets in. This one is the more important SRT-507483. Looking for an email response here. This other one is less important WDP-514905, the problem reported is now solved.

I submitted a ticket, Wednesday I think, and got no response. Hmmm, haven't got the number... anyway, the problem was:-

When I use Impulse to update IconPackager I get an 'Invalid registration' error. I believe this is because Impulse, under 'Registrations > Current Registrations > Object Desktop Ultimate', also lists a registration for IconPackager, which I assume is a version I had years ago. If I right click that and select 'remove registration', IconPackager updates normally. However, when I restart Impulse, the IconPackager registration re-appears - is there any way to get rid of this permanently?

Fuzzy I had the same problems with IP. I ended up uninstalling it through SDC (that's what I originally installed it through), rebooting, and reinstalling through Impulse. That allowed me to register it through Impulse.

To me a lowly citizen(said like Judge Dredd) I have found no better support or furum help in my humble expereriene than anyone here, you rule

BigDog I am PMing you the responce sent out to your SRT ticket. It must have been blocked or something.

As an update to this listed troubles we did some testing at it seems to be working again.

"It" happens to be the auto responce.

So if you should happen to write into support and NOT get one of these is it a good bet that we did not recieve it for one reason or another.

Just wanted everyone to know.

I would use the support form on Stardock's site -- but I've never been able to get the support to allow me to log on...

Just sent another e-mail to Support which reads:

Help.
I have a valid registration until December 28, 2009 for Object Desktop Ultimate.
Impulse tells me that it is invalid, (it has a red highlight through it).
I have uninstalled Impulse and re-installed it with no luck.
I don't think I'm getting full use of Impulse with the invalid (VALID) Registration number.
Please help

Here is their resopnse:

Hi,

Thank you for your email.

Your email has been filtered and has -NOT- been read due to the following reasons...

1) It matched or contained key items which caused it to be flagged as spam
2) It did not have a subject
3) The body of your email was blank
4) The attachment was a BMP file. To conserve size, please convert it to a JPG or GIF.
5) It contained profanity or abusive language
6) You use a mail filtering/certification system, which requires us to validate our email address

Please restructure your email and resend it so that we may assist you.

Please do not reply to this email.

Thank you,
Stardock Support.

There is nothing wrong with the way I have written the e-mail (judge for yourself).
How, i would like to know, should i restructure it? I haven't a clue.
I hope someone can help me this time.

Try this address and logging in with your Stardock.net ID and password. WWW Link You should be able to submit your ticket directly there.

I've had mail blocked because of the domain I was sending from. Who knows.

One thing you can try while we are sorting things out here.\

Click on the help "?" file then XML Private file. Delete all the files in the folder that opens and restart Impulse.