Thanks RND!

On hold means it's being worked on.  Closed is what you have to worry about.

RND, we are aware of that issue too and are working on getting it right.

Thanks Zub!

thanks for clearing up the status confusion. 

OK.. this is SERIOUSLY FUCKED UP!

Here is the email I just got from support.

Ok, lets start with this.

If you reply to the emails your ticket goes to the end of the line. If you don't reply they just close it because why??

And you wonder why people shudder when they are told to "open a support ticket". JFC... just mail me the damn program on a CD if you can't figure out fix something as simple as PROVIDING PEOPLE WITH THE SOFTWARE THEY PAID FOR!

It's been mentioned ad infinitum "Do not reply until you hear back from a support tech or your position in the support queue will be lost". Those who have support tickets are expected to reply to emails from a support tech.

Also, emails to users from Support should not be posted in the forums.

and why IS that?

It's also been mentioned "ad infinitum" that the support system is broken here and completely lacking IF you follow the normal prescribed channels.

- HOWEVER, in all fairness the staff. It isn't their fault. It is SD's helpdesk SYSTEM that is #$@ked up, not the people. I've always had great results via IRC. Unfortunately this is not an issue that can be handled that way.

Again a problem is "solved" by telling the user he made a mistake totally unrelated to the problem. Other than that nothing will happen.

Just how difficult can it be to display 2 links for DesktopX Pro ? This gets simply embarassing... If we spoke about some freeware here, okay. But some people really gave good money, especially in the beginning of DesktopX just to see everything totally wrecked now and >Stardock failing with the simplest things.

And please refrain from the usual PR blala about 'patience' and 'Something will happen some time in an uncertain future'...

HYPERSOON anyone ?

Phoon: Just to clear up some confusion, the email you got was sent automatically by our system.  When Aaron sent you an email on 8/10 letting you know we were still working on it, he put it On Hold.  After two days, the system automatically sends the warning email, then automatically closes it.  Zubaz wasn't entirely correct when he said that 'Closed' was what you had to worry about, as you can always reopen a ticket just by replying.  I can tell you that we haven't forgotten about you, and are working on getting the installers up and running.  I apologize for the wait and the confusion.

In 7 days it will be a month since I brought this up and yet I STILL do not have my software.

Perhaps, but only 2 days since you were informed they were working on the installers for you. C'mon, old friend... give them a few days.

The error and resultant confusion is being rectified. 

*doc thinks blood requires special shipping precautions.

Still questioning the difficulty of this. In theory it is a short sql statement with the register-name as a parameter and a link depending on that.

Doc, I could understand it easier if it was a nice WORKING beta that I'm getting. v4 should simply be pulled from availability at all. Replace the repository with the right version and case closed.

You *could* have solved this yourself using the Impulse method but chose to make it a cause celebre. I tried to pour oil on the troubled waters as did Rosco_P. You wish everyone to say, "Phoon, you're right.". OK, Phoon. You're right.

Now, wait.

LOOK Doc. PEOPLE WERE TOLD THAT THEY COULD NOW UNINSTALL IMPULSE.

Now, I'll enlighten you some more.

If you are in a corporate environment that is behind a proxy server IMPULSE DOES NOT WORK unless you bypass said proxy and punch a hole in the firewall.

I am in such an environment for this request. At a company which paid $495 for DesktopX Pro. I had to replace the original PC here that I had DesktopX Pro installed on. I am needing it to update some apps I created for the facility.

Don't try that crap sarcasm with me. Nobody should have to wait this long for an issue like this. I'm sure the support staff is spread thin too and have taken that in to consideration, but a month (nearly) is not acceptable customer service for a simple download.

Oh my.

That's true, but you knew you were in this special environment, no one else here did until reply #41 where you chose 'to enlighten' me.

All you ever said was it was a "Corporate environment". How the heck was anyone to know about special proxies?

And even then, how did you update except through Impulse? There was no other mechanism, then.

I thought you were talking about 'home'.

Even so, Phoon... how did you install/update. If it wasn't the usual Impulse method you should have said so... and if it wasn't, how did you do so?

So only now we hear that? How did you get it on that computer in the first place?

So where was your backup for that computer's software? Do you have network backup storage? Any backup image at all?

It was originally installed from a stand alone installer.

You used to be able to download those from your registrations page, similar to what we have now.

The file is most likely on a backup tape that is kept off-site. Can I get it? Yes.

As for updates, ver 3.5 has not been updated I believe since before Impulse.

I may have opened the firewall at one time for install via impulse or I put that system on a different outside connection, or downloaded the latest stand alone I don't recall. What I do know at this time is that Impulse is NOT going to be an option here.

Tell you what. I will look through my backups and see if I can find it. Frankly, that did not occur to me for some reason. We'll see if that works. If it does I will consider the matter closed for MYSELF.

I hope you can find it... I want you to succeed, Phoon... and have what you/business paid for and have it functional. You have to believe that.

I believe you Doc, but you must know me well enough by now to know how I am going to react to something like...

I was never concerned about archiving this somewhere as that was always a selling point of digital downloads and also why I bought a second copy ( not at $4xx.00 though ) of this app on my personal account.

IF I cannot find it on archive/tape I will meet you halfway and knock a hole in the firewall one last time and install via impulse, HOWEVER that will not be an alternative for backing up the application and reinstall in the future since Impulse would be required to restore it.

EDIT: Found Archive copy - file size is only 13 Mb and neither serial number I have for DX Pro will work on it. I suspect a corrupt file.

7 more days hence gone into the oblivion with nary a word from anyone.

...

Tell you what. Just forget the entire thing.

Seems I'm the root of all that is evil for daring to keep this alive, despite the fact that I'm 100% on the right side of the issue.

I violated company policy and opened the firewall so I could get a working copy again. Since I did it with impulse I will just have to hope I don't lose the PC it is on since YOU NEED IMPULSE TO REINSTALL IT FROM AN ARCHIVE. A backup would be completely useless.

I reread those posts.

People were told it was alright to uninstall Impulse if their subscription had run out as the software they were entitled to would be on 

https://store.stardock.com/login.aspx?ReturnUrl=/myaccount/products

Your case was special in a few respects:

1. The most recent DX is less functional than 3.5 . You knew that but didn't archive 3.5 internally or externally. Poor planning on your part does not mean an emergency on Stardock's.

2. You had permission to have DX on a company computer which was installed through a hole in the firewall. Otherwise, how else could it have been installed/updated? Wasn't that through the firewall? Don't bother answering as I won't be checking back on this thread.

3. You never adequately backed up (Archived) DX 3.5 on that computer. Impulse archives locally, not in the cloud. Before any update, a prudent IT person backs up software and creates a restore point.

4. Despite all those points, Support is making you a new installer for your DX. I know that because when you bumped this post, I im'd Shirley (again) about it to find out if anything had progressed. You could have gotten into IRC to do that yourself at any point, but chose not to. In fact, I have im'd Support several times to check progress.

5. As for understanding what is right and wrong? I do. You are wrong. I will relate to the anatomic reference insofar as to correct you (again). You have been showing that part all through this thread.