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ArkLady
ArkLady
Join Date 10/2011
0

New Purchase Plus v2 Doesn't Work 6 Days & Still No CS Response

October 21, 2011 5:35:41 AM from WinCustomize ForumsWinCustomize Forums

So, I am a new customer with a problem.

After I purchased ObjectDock Plus v2, I downloaded it and installed. Since I could not get it to work correctly, I tried uninstalling and reinstalling.

Now I get an error that it is already installed no matter what I do.

Plus, I contacted support six days ago via email and still do not have an answer or response. Seriously? Six days?

My OS is Windows 7 Home Premium.

Next, I opened an account with Impulse for updates as directed by the prompt that came up with the error message from the software.

However, I did what it instructed and the registration code comes up as invalid. Plus, it does not detect the software.

Object Dock v2 is no longer in my program list and no shortcuts exist. I've found a couple of folders elsewhere and deleted them.

I've run Reimage PC Scan & Repair, run ODNTZapper, gone through the regedit to remove remnants, ran ccleaner multiple times, including on the registry,  and still can't get it to install--same error comes up--program already installed. 

Do you have a workaround or secrets on how to resolve this? 

Thanks for any help in advance.

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ArkLady
DrJBHL
Join Date 04/2002
+4003 moderator
Reply #1 October 21, 2011 5:51:01 AM
from WinCustomize ForumsWinCustomize Forums

Not sure from the OP ArkLady, did you look in the "Spam" folder in email account you bought OD2+ from (if it's the same one you ordered from or have registered with SD)? Where did you install it from?

Reimaging the PC after the install wouldn't help as it would only copy whatever the problem is.

You really will need Support for this one. I will bookmark this thread and try catching a Support person this morning to see what's up. Please take a look in that "Spam" folder, and please post your ticket number in your response to this reply. It should be in the "autoreply" email which was sent to you. That might have ended up in the same "Spam" folder.

Don't worry, it will get fixed. Only one fly in the ointment: It's Friday and Support doesn't work weekends.

Don't resubmit this problem unless told to do so by Support. It'll only kick it to the end of the queue.

Thanks.

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ArkLady
Shirley
Join Date 04/2008
+175
Reply #2 October 21, 2011 12:33:39 PM
from WinCustomize ForumsWinCustomize Forums

What was the ticket ID you got from support?

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ArkLady
DrJBHL
Join Date 04/2002
+4003 moderator
Reply #3 October 21, 2011 12:52:25 PM
from WinCustomize ForumsWinCustomize Forums

Shirley, I think it went to her spam folder.... she makes no mention of the Autoreply in the OP.

Thanks for looking in.

 

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ArkLady
ArkLady
Join Date 10/2011
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Reply #4 October 21, 2011 1:32:46 PM
from Stardock ForumsStardock Forums

I got the email with the order confirmation, registration key and link. Went through the whole process.

However, I never got a ticket number and I always check my spam folder, nothing there and Stardock is white listed. I also tried using the support form on the website--no luck.

Looking forward to resolving this since I would like to use the product!

Got a link for me to get a ticket? I don't want to post my order number publicly.

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ArkLady
ArkLady
Join Date 10/2011
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Reply #5 October 21, 2011 1:37:13 PM
from Stardock ForumsStardock Forums

Don't worry, it will get fixed. Only one fly in the ointment: It's Friday and Support doesn't work weekends.

Don't resubmit this problem unless told to do so by Support. It'll only kick it to the end of the queue.

 

Thanks, okay--I'll sit tight. Appreciate the help.

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ArkLady
DrJBHL
Join Date 04/2002
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Reply #6 October 21, 2011 1:50:13 PM
from WinCustomize ForumsWinCustomize Forums

No prob, If you can't find your ticket, Shirley will tell you how to continue, I hope.

If Shirley gets too busy to answer by close of business today, I suspect you might have to resubmit the problem... include as well as the url of this thread.

Sorry I couldn't help more.

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ArkLady
ArkLady
Join Date 10/2011
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Reply #7 October 28, 2011 12:25:35 PM
from Stardock ForumsStardock Forums

Thanks, nothing until today. I got a notice that they closed my ticket but it is the first that they have ever responded.

I always check my spam folder before clearing and so this is super frustrating and a very poor experience for a new customer since I purchased the product on October 15, 2011 I have not been able to use it.

Seriously, a response October 28, 2011 saying they closed my ticket?

Here is the one they closed perhaps they have another I don't know about: QOE-834638

 BTW I did respond as the email said they'd reopen if I did but I am not holding my breath.

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ArkLady
ZubaZ
Join Date 11/2001
+917 sdemployee
Reply #8 October 28, 2011 1:03:55 PM
from WinCustomize ForumsWinCustomize Forums

Hi.  You should have mail from support now.  Please review it, follow the steps included and then respond to it.

 

 

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ArkLady
the don 2006
Join Date 04/2006
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Reply #9 November 2, 2011 3:36:52 AM
from Stardock ForumsStardock Forums

I am currently having the exact same problem, was this ever solved? If so, how?

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ArkLady
DrJBHL
Join Date 04/2002
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Reply #10 November 2, 2011 5:42:55 AM
from WinCustomize ForumsWinCustomize Forums

Quoting the don 2006,
reply 9
I am currently having the exact same problem, was this ever solved? If so, how?

 

Posting on a Support thread is fine... sometimes members can help, but you really will need Support for this one. You'll get much more complete answers that way, also.

Submit your problem (you can include the URL of this thread) to  support@stardock.com .


Don't worry, it will get fixed. Make sure you save the "Autoreply" email you receive and make note of the ticket number and if you don't get it same day or next, look in your email "Spam" folder.

Don't resubmit this problem unless told to do so by Support. It'll only kick it to the end of the queue.

Thanks.

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ArkLady
ArkLady
Join Date 10/2011
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Reply #11 November 2, 2011 3:32:24 PM
from Stardock ForumsStardock Forums

This issue is still not resolved. It has been two and a half weeks since I bought the software I can't use. Support said to try something I already had to no avail twice and then closed the ticket. So far I have not found them very helpful. 

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ArkLady
ArkLady
Join Date 10/2011
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Reply #12 November 10, 2011 1:55:12 PM
from Stardock ForumsStardock Forums

Wow, seriously? Customer support is lacking from Stardock.

I have STILL not had any response to help me resolve the issue. I already had done all the things they recommended. In good faith, ran through everything again--but all I get now are "ticket is closed" messages and no help.

Now I am five days away from hitting a month after purchase, still not able to use the product and super unhappy.

Can anyone light a fire under someone's butt? I'd hate to have to file a complaint. Already filled out the refund paperwork, what a horrible customer experience.

 

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ArkLady
DrJBHL
Join Date 04/2002
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Reply #13 November 10, 2011 2:10:01 PM
from WinCustomize ForumsWinCustomize Forums

I'm on it. Patience. ...errr... more patience.  

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ArkLady
yrag
Join Date 08/2001
+393
Reply #14 November 10, 2011 4:55:12 PM
from WinCustomize ForumsWinCustomize Forums

Give this a shot:

http://support.microsoft.com/mats/Program_Install_and_Uninstall

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ArkLady
ZubaZ
Join Date 11/2001
+917 sdemployee
Reply #15 November 11, 2011 5:44:46 PM
from WinCustomize ForumsWinCustomize Forums

ArkLady, You should have gotten an email from the support system.  Please let me know if you did not.

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ArkLady
ArkLady
Join Date 10/2011
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Reply #16 November 12, 2011 11:37:18 AM
from WinCustomize ForumsWinCustomize Forums

Thanks Zubaz,

I did just get one. It has another option so I will try it and hope it works. 

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