Elicense support not responding to request for help

mikekobeski · 01-04-2005, 02:31 AM

I lost my order id in a hard drive reformat. I have emailed and sent in the support form for a new license. But viatech is not answering me. Please help!

Mike Kobeski
Owner of OOTP, OOTP 2.0, OOTP 4.0, OOTP 5.0, and OOTP 6.0

Steve Kuffrey · 01-04-2005, 07:27 AM

Honestly nothing that we can do, email them support@elicense.com

mikekobeski · 01-04-2005, 07:42 AM

Steve,

That response is not good customer service. I have emailed Viatech-no response. Surely the game developers have access to another way to contact Viatech to ask them why they aren't responding to your customers.

Apparently I am not alone in not being helped by Viatech as another OOTP customer has posted about the same lack of response in the message right ahead of mine.

If my customers started to complain to me about an issue like this, my response would be...

"I will look into this situation immediately. Your first contact should be to email support@elicense.com. But since they are not responding to you, I will contact them myself to figure why they are not answering your emails."

Instead I get "Honestly nothing that we can do...." I am going to forward Markus a copy of this post.

Nice job Steve

Mike

Anachronism · 01-04-2005, 08:10 AM

Generally I've never had any problem with the elicense people. And that includes purchasing 2 licenses over the phone with them (my father doesn't like the credit card over the net thing) as well as recovering/resetting licenses due to rebuilds of the machine. In all cases I used the phone to contact them, and if not picked up right away, I left a voice mail.

Once, when buying 1 license, it took them 3 days to respond, but all other times it was practically instant access.

Have you tried calling? Are you sure your emails are being received?

As for...

Quote:

Originally Posted by mikekobeski

Instead I get "Honestly nothing that we can do...." I am going to forward Markus a copy of this post.

Nice job Steve

Steve helps out a lot of people on the site... as does Sporr and many others. While I understand you might be perturbed at the answer, if you have been an owner of OOTP for as long as you say you have then you know that OOTP Dev have been consistent in all responses in regard elicense, and that the response given to you was no different than the response given to most likely hundreds of others. While you might not agree with the way OOTP Dev. handles elicense issues, being petulant isn't really going to help...

Steve Kuffrey · 01-04-2005, 11:09 AM

PM sent.

Eugene Church · 01-04-2005, 02:04 PM

Mike,

I just called e-License...was put on hold for less than 30 seconds...and was relicensed in less that 2 minutes...all total.

1-781-449-7601 is the number.

The tech support lady said it takes about a day to get a response from an e-mail.

I have always found them to be very competent in dealing with them twice.

Steve is also a fine guy to deal with...keep in mind he has to deal with a lot of computer-challenged OOTPB members like me...that makes his job a little taxing at time. Treat him with respect and he will see that you are helped...he also even treats those of us with respect that sometimes don't deserve it.

Eugene Church · 01-04-2005, 03:37 PM

Sorry, they relicensed it quickly...then told me to follow the instructions when I opened up the OOTP6.

There are two ways to do it...online and offline...tried both...neither worked...called them back and told them this...I said I followed the instructions as best I can, but apparently don't have the skills necessary to do it....then I asked them to walk me through the process...was told they didn't do that...at that point I kind of pleaded with the tech and was told someone would call me back and walk me through it.

I am patiently waiting now.

Eugene Church · 01-04-2005, 04:50 PM

Since I have a new hard drive, I decided to update my Norton Internet Security and get new updates...Suddenly I saw that I could disable my personal firewall...(statfreak, I think told me this was the problem causing me not to be able to relicense online)...I did this...and OUILA (whatever that means...maybe I should have used EUREKA (I think this means something like "I Found it")...and everything worked perfectly...I now have my "fix" and will not go to pieces and fall apart. I HAVE MY GAME BACK.

Why didn't Viatech just tell me to disable my Norton firewall? That would have saved me much time and about 5 long distance calls.

In fact for the last two hours they don't answer their phone. I must have gotten very lucky with the first phone call.

Thanks, statfreak...and all the other great guys on this forum who take the time to help the ones who need a lot of it.

mikekobeski · 01-04-2005, 04:58 PM

Just for the record, I don't think Steve is a bad guy. I just think he did a crappy job of customer service. I can be both grateful to Steve for all he has done to support the OOTP community, and annoyed with the answer I received on these forums from Steve.

My issue is now resoved. Thanks OOTP, Markus, and Steve!

Mike Kobeski

Eugene Church · 01-04-2005, 11:45 PM

To their credit, ViaTech called me back after 5 hours to help me...by that time you guys helped me solve my problem.

Thanks.

01-04-2005, 02:31 AM	#1
mikekobeski Bat Boy Join Date: Jan 2004 Posts: 12	Elicense support not responding to request for help I lost my order id in a hard drive reformat. I have emailed and sent in the support form for a new license. But viatech is not answering me. Please help! Mike Kobeski Owner of OOTP, OOTP 2.0, OOTP 4.0, OOTP 5.0, and OOTP 6.0

01-04-2005, 07:27 AM	#2
Steve Kuffrey Administrator Join Date: Jul 1999 Location: S.E. TN - Georgia born and raised Posts: 17,023	Honestly nothing that we can do, email them support@elicense.com __________________ Steve Kuffrey DABS Atlanta Braves - 2008 Eastern Division Champ *DBLC Atlanta Braves - 2011, 2014 East Division Champ, 2012, 2013 NL Wildcard Baseball Maelstrom-Montreal Expos-2013 Tourney winner, 2014 WC Team Sparky's League - Tampa Bay D'Rays Epicenter Baseball League - Astros 2014 The CBL Rewind - Phillies '95

01-04-2005, 11:09 AM	#5
Steve Kuffrey Administrator Join Date: Jul 1999 Location: S.E. TN - Georgia born and raised Posts: 17,023	PM sent. __________________ Steve Kuffrey DABS Atlanta Braves - 2008 Eastern Division Champ *DBLC Atlanta Braves - 2011, 2014 East Division Champ, 2012, 2013 NL Wildcard Baseball Maelstrom-Montreal Expos-2013 Tourney winner, 2014 WC Team Sparky's League - Tampa Bay D'Rays Epicenter Baseball League - Astros 2014 The CBL Rewind - Phillies '95

01-04-2005, 02:04 PM	#6
Eugene Church Hall Of Famer Join Date: Aug 2002 Posts: 36,054	Mike, I just called e-License...was put on hold for less than 30 seconds...and was relicensed in less that 2 minutes...all total. 1-781-449-7601 is the number. The tech support lady said it takes about a day to get a response from an e-mail. I have always found them to be very competent in dealing with them twice. Steve is also a fine guy to deal with...keep in mind he has to deal with a lot of computer-challenged OOTPB members like me...that makes his job a little taxing at time. Treat him with respect and he will see that you are helped...he also even treats those of us with respect that sometimes don't deserve it. Last edited by Eugene Church; 01-04-2005 at 02:08 PM.

01-04-2005, 04:50 PM	#8
Eugene Church Hall Of Famer Join Date: Aug 2002 Posts: 36,054	Since I have a new hard drive, I decided to update my Norton Internet Security and get new updates...Suddenly I saw that I could disable my personal firewall...(statfreak, I think told me this was the problem causing me not to be able to relicense online)...I did this...and OUILA (whatever that means...maybe I should have used EUREKA (I think this means something like "I Found it")...and everything worked perfectly...I now have my "fix" and will not go to pieces and fall apart. I HAVE MY GAME BACK. Why didn't Viatech just tell me to disable my Norton firewall? That would have saved me much time and about 5 long distance calls. In fact for the last two hours they don't answer their phone. I must have gotten very lucky with the first phone call. Thanks, statfreak...and all the other great guys on this forum who take the time to help the ones who need a lot of it. Last edited by Eugene Church; 01-04-2005 at 05:00 PM.

01-04-2005, 07:42 AM	#3
mikekobeski Bat Boy Join Date: Jan 2004 Posts: 12	Steve, That response is not good customer service. I have emailed Viatech-no response. Surely the game developers have access to another way to contact Viatech to ask them why they aren't responding to your customers. Apparently I am not alone in not being helped by Viatech as another OOTP customer has posted about the same lack of response in the message right ahead of mine. If my customers started to complain to me about an issue like this, my response would be... "I will look into this situation immediately. Your first contact should be to email support@elicense.com. But since they are not responding to you, I will contact them myself to figure why they are not answering your emails." Instead I get "Honestly nothing that we can do...." I am going to forward Markus a copy of this post. Nice job Steve Mike

01-04-2005, 03:37 PM	#7
Eugene Church Hall Of Famer Join Date: Aug 2002 Posts: 36,054	Sorry, they relicensed it quickly...then told me to follow the instructions when I opened up the OOTP6. There are two ways to do it...online and offline...tried both...neither worked...called them back and told them this...I said I followed the instructions as best I can, but apparently don't have the skills necessary to do it....then I asked them to walk me through the process...was told they didn't do that...at that point I kind of pleaded with the tech and was told someone would call me back and walk me through it. I am patiently waiting now.

01-04-2005, 04:58 PM	#9
mikekobeski Bat Boy Join Date: Jan 2004 Posts: 12	Just for the record, I don't think Steve is a bad guy. I just think he did a crappy job of customer service. I can be both grateful to Steve for all he has done to support the OOTP community, and annoyed with the answer I received on these forums from Steve. My issue is now resoved. Thanks OOTP, Markus, and Steve! Mike Kobeski

01-04-2005, 11:45 PM	#10
Eugene Church Hall Of Famer Join Date: Aug 2002 Posts: 36,054	To their credit, ViaTech called me back after 5 hours to help me...by that time you guys helped me solve my problem. Thanks.