Zugg Software :: View topic

Newbie Joined: 08 Feb 2007 Posts: 5 Location: Chicago, IL

Hi,

I'm not sure if this forum is the place for a post like this, but I'm getting frustrated in trying to resolve an issue with registration of ZMud.

I've been using the trial version of Zmud and love it. 4 days ago, I purchased the license via the website by Paypal payment.

The Paypal payment from a direct transfer from my bank when through and I immediately received a confirmation from Paypal.

To date, I have received no e-mail form Zuggsoft with any licensing information.

Two days ago, I sent an e-mail to support@zuggsoft.com asking about my license purchase. I have not yet received a reply to that either.

My 30 day trial expires tomorrow, and I would really like to keep using the software.

Can anyone suggest how I might go about getting the license for the software?

Thanks

Wizard Joined: 03 Mar 2001 Posts: 1127 Location: London

You're in the right place.
Zugg and Chiara are normally very prompt about replying to such mails and they also both actively monitor the forums. I'd suggest holding tight for now, I'd expect you'll get a reply very shortly.

Posted: Fri Feb 09, 2007 10:03 pm

Well, thank you very much for reporting this! Normally we answer our email very quickly. And we thought we were all caught up. But when I looked up your email address in our Help Desk system, I discovered that your request had been put into a Spam folder for some reason. In fact, I found about a HUNDRED support requests in the Spam folder!!!

We upgraded our Help Desk system a couple of weeks ago, and apparently there is a bug in the new version that is causing a lot of support requests to go into the Spam folder instead of our normal help request queue.

So now poor Chiara has about a hundred emails to answer today, some dating from several weeks ago!

I really apologize for this and I've sent a nasty note to the author of our help desk system to find out what happened to cause this. The spam filter in the previous version was well trained and *never* put a valid help request into the spam folder, so something obviously broke during the update.

Anyway, I'm sure all of the other people waiting and wondering why they haven't received a reply from us will thank you for bringing this horrible problem to our attention. Hopefully we will be able to respond to your request later today. Unfortunately we are out of the office tomorrow, so I just hope we can respond to all of these today.

Newbie Joined: 08 Feb 2007 Posts: 5 Location: Chicago, IL

Great news! Just hope I'm able to get my license before my trial expires Smile