OT Friendly customers....

[Paul Dupuis]

When  people buy our software an email with a license key is sent to 
them. We probably get a handful of people contacting support each MONTH 
with problems - in most cases they are polite and just want the problem 
solved, which is usually that they are using the wrong license key with 
the wrong software version or the email with the license key went into 
some SPAM filter and they never saw it (or they just never saw it or 
noticed it).

Out of that, we probably get a handful per YEAR that are like your email 
- where the customer thinks that the issue must be we're a fraudulent 
company trying to scam them. In most all of that handful per YEAR it 
ends up being that the customer was also using the wrong key with the 
wrong version or missed the email with the key, but their first 
assumption is that it is some kind of SCAM.

Honestly with all the SCAM email out there from Nigerian Princes to "I 
am dying and wish you to manage my million as I have no heirs" to the 
"You email account is shutdown until you click here" and on and on, you 
should not be surprised some people assume SCAM first. Don't take it 
personally. It is also possible they have fallen for some scam or other 
in the past and are now especially gun shy.


On 1/26/2021 12:16 PM, matthias rebbe via use-livecode wrote:
> Hi all,
>
> today i had a really unfriendly email from a customer
> and i would like to show what independent developers sometimes have to deal with.
>
> First some information...
> i am selling a Win/Mac/Linux tool through Fastspring for years.
> The software is protected using Zygodact from Jacqueline Landman Gay.
> Btw. a really great tool.
>
> The purchase process is quite easy. After successful purchase/payment Fastspring contacts post some data to a Livecode Server Script. If the Fastpring call contains all needed information the Livecode Server scripts call the Zygodact stack to generate the registration data for that order  and then returns that information. T he customer then get's an automated email from Fastspring which contains the details to unlock the software from demo mode to full mode. This works for years now and worked before Fastspring for years with KAGI.
>
> Today this email arrived:
>
> <
> I plugged in the registration code and received a message that it was not valid for the current version that I had downloaded and that I had to send more money.
>
> Either send me a valid code or refund my money.
>
> Unless I hear from you today I will contact my bank and my credit card company and report this as a fraudulent charge.
>
> Let me know what are your intentions.
>
> The funny part is, my software does not return such a message. If the code is not accepted because email address and key code do not match, it just returns the message "Name or Key incorrect."
>
> So what should i conclude from this? Did the customer try to unlock a wrong program? Or did he just interpret the message "Name or Key incorrect" as "You have to send more money"?
>
> But what annoys me the most is the way he wrote the support request.
>
> As the friendly person i am, i tried his unlock data here w/o problem. I replied to him that the unlock data is definitely working and if that is not the case at his side, then i would assume that he either tried to use the unlock details with an other program not mine or that he did not exactly enter the unlock details.
> I even offered a free one2one remote session to do the unlock process for him.
>
> Until now i did not receive any answers.
>
> Btw. according to his LinkeIn profile he is a Digital Journalist and Web Designer and is working for a US University....
>
> Anyway.
>
> Regards,
>
> Matthias
>
>
>
>
>
>
>
>
> -
> Matthias Rebbe
> Life Is Too Short For Boring Code
>
>
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