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ctbennettii
ctbennettii
Join Date 02/2012
0

I'm not hearing back from the support

June 25, 2016 10:05:52 AM from Stardock ForumsStardock Forums

I got an e-mail about there being a discount for the stardock objects, and it having the icon thing in it. So, I went to buy it on the 21, my paypal payment went through, and I even got an e-mail from Stardock saying I bought it. 

Order number: 3764216

I checked my downloads for it, but it says Expired. I sent a ticket on the 21 talking about this problem, and I still haven't heard anything back (it's the 25 now). 

 

I don't want to tell PayPal to reverse the payment due to them not giving me the product I paid for, because this is the first time I ever ran into a real problem with Stardock not getting back to me on something. But I'm at my end, and I just want the product I paid for.

Does anyone have any advice? 

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ctbennettii
LightStar
Join Date 12/2002
+1520
Reply #1 June 25, 2016 10:31:22 AM
from WinCustomize ForumsWinCustomize Forums

Support is not open on the weekends, and to tell you the truth it is not unusual not to hear back from support for 5-7 business days sometimes, and if you replied to the email they sent you even to ask why you did not receive a reply yet, it put your ticket to the bottom of the queue again. So you probably will just have to wait a bit longer based on my experiences with them.

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ctbennettii
Hankers
Join Date 04/2004
+542 moderator
Reply #2 June 25, 2016 12:45:10 PM
from WinCustomize ForumsWinCustomize Forums

Did you receive an automated reply with your support ticket number?

Is the paypal email address the same as your Stardock account email? 

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ctbennettii
ctbennettii
Join Date 02/2012
0
Reply #3 June 25, 2016 12:52:52 PM
from Stardock ForumsStardock Forums

   Ticket ID: XLF-417-32426

 

yes

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ctbennettii
Hankers
Join Date 04/2004
+542 moderator
Reply #4 June 25, 2016 2:07:26 PM
from WinCustomize ForumsWinCustomize Forums

I'll attempt to make support aware of this first thing on Monday morning when they return to work.

Sorry for any delay.

Most likely held up for fraud check.

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ctbennettii
ctbennettii
Join Date 02/2012
0
Reply #5 June 25, 2016 2:34:58 PM
from Stardock ForumsStardock Forums

Thanks for looking into this, and letting them know. 

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ctbennettii
sdrohan
Join Date 10/2012
+705 sdsupport
Reply #6 June 27, 2016 9:25:08 AM
from WinCustomize ForumsWinCustomize Forums

Quoting LightStar,
reply 1

and to tell you the truth it is not unusual not to hear back from support for 5-7 business days sometimes, and if you replied to the email they sent you even to ask why you did not receive a reply yet, , it put your ticket to the bottom of the queue again.

The latter is generally the reason for a  delayed response; it is also the case here.  That, combined with weekends \ holidays, and load (new releases), will contribute to delays.  To call 5-7 business days 'usual' is inaccurate and unfair. 

I checked my downloads for it, but it says Expired. I sent a ticket on the 21 talking about this problem, and I still haven't heard anything back (it's the 25 now). 

You purchased under two different emails; I have merged them.

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ctbennettii
ctbennettii
Join Date 02/2012
0
Reply #7 June 27, 2016 9:33:46 AM
from Stardock ForumsStardock Forums

Thanks. That's odd that even if it's under the same account. Changing your e-mail can change that.

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ctbennettii
sdrohan
Join Date 10/2012
+705 sdsupport
Reply #8 June 27, 2016 9:50:20 AM
from WinCustomize ForumsWinCustomize Forums

Quoting ctbennettii,
reply 7

Thanks. That's odd that even if it's under the same account. Changing your e-mail can change that.

Since the email accounts are completely different, they create two completely different accounts \ records.  You also used guest checkout for the order; meaning, it has a purchase record here but no actual account.

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