We have attempted to assist this customer many times by notifying him of the requirement to upgrade his software due to our licensing system sunsetting and change to electronic licensing Dates of communications are as follow: 5/12/15; 7/21/15; 4/1/16; 6/6/16; 6/27/ All communications have been documented, and phone calls are recorded I will attach the most recent written communication thread between the company and the customer for your referenceThe issue is this customer exploited our software licensing on an unsupported [redacted] virtual environment, against our End User Licence Agreement (EULA) While it did function for the customer in that unsupported configuration, it was a breach of our EULA As a result of a planned upgrade to our licensing system, which eliminates reliance on physical [redacted] , and closes many unsupported exploits, the software will not work as previously exploited by the customerWe have attempted to assist this customer by providing him with free Enterprise License Manager, which is a [redacted] product and requires [redacted] to function, so that he can continue to use the software on his [redacted] virtual environment The customer does not wish to accept this solution, and believes the software should be able to be used in the above mentioned unsupported capacityGo forward options are as follows: Customer can use the Enterprise License Manager (already provided free of charge) and continue using via Parallels [redacted] product can by purchased by customer (approximately $80) to continue using software in a local capacitySwitching to a [redacted] based computer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Monday, June 27, 5:AMSubject: [redacted] / Regarding Complaint # [redacted] This company has NEVER solved this problem They have shut down a software that is critical to my company, my family and the families of those that work for meI was working all weekend and the software was shut down remotely I was promised that the software would continue to work until the FREE upgrade was installed.Regards,
Revdex.com Dispute Resolution Team, I received a [redacted] letter containing documentation of a customer complaint, Case # [redacted] I will respond on behalf of On Center Software as Vice President of Finance & Services As background, On Center Software is committed to providing award-winning products and services To that end, we must occasionally take an inventory of our product versions to determine those that need to be retired (or ‘sunset’) This allows On Center to focus our resources and development efforts on providing the most benefit for the most users As [redacted] officially ends mainstream support for operating systems, On Center products that only run on those operating systems (or earlier operating systems) will be 'sunset' and no longer distributed or supported by On Center Software For example, [redacted] cannot be installed on anything newer than [redacted] - [redacted] is no longer under 'mainstream' support by [redacted] and therefore, would not be supported by On Center SoftwareRevdex.com Team, I've thoroughly reviewed the complaint as provided to you by our customer, [redacted] *** I believe there has been an unfortunate miscommunication that has caused the concern We will also call and discuss personally with [redacted] ***, but I want to document the misunderstanding and our action plan to resolve it [redacted] is correct, we are retiring (sunsetting) our old [redacted] licensing authentication system on [redacted] *** As a result, customers need to have a current version of our software that has been written to authentication via an activation code, rather than the older [redacted] versionsWe are encouraging all customers to be current on maintenance to receive the latest version of their product line software However, if any customer chooses not be be current on maintenance, we are working with them to upgrade to the same version of their product line software, that has been re-written to authenticate via our new, dongle-less, electronic licensing system In [redacted] specific case, he is eligible for a no charge upgrade for his software Specifically, his current software is: On-Screen Takeoff Version 3.8, purchased [redacted] , [redacted] authentication [redacted] Version 4.91, purchased [redacted] , [redacted] authentication His software will be upgraded at no charge to: On-Screen Takeoff [redacted] ***, activation code authentication [redacted] , activation code system For additional information about On Center Software product end of life sunsetting policy, please follow this url: [redacted] Action Plan: I will have our Sales Operations Manager, [redacted] , call [redacted] to discuss and schedule his no charge upgrade, and apologize on behalf of On Center Software for this misunderstanding Thanks, [redacted] Vice President, Finance & Services On Center Software, IncP: [redacted] C: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint They have called and left messages but due to the many sales calls it all went into the spam folder I was in direct contact with *** *** and was expecting an email from her She did finally email me links to upgrade my software and after hours of reading and installation I called tech support only to find that all along my upgrade will not work with parallels anymore and I cannot use the software that I paid for Thousands and Thousands of dollars down the drain SHAME ON YOU "ON CENTER SOFTWARE"
I have been an honest and loyal customer for over years and all I want is to continue to use the software that I purchased
Regards,
***
Customer was informed multiple times directly during phone conversations with *** ***, originally in July 2015, and then again yesterday, June 27, The customer was not misinformed It was repeated several times during the conversation that a requirement is *** operating system to run the Enterprise License Manager The customer states that "I called tech support only to find that all along my upgrade will not work with parallels anymore and I cannot use the software that I paid for." This statement is incorrect The customer was informed that our software does function on Parallels, but a Enterprise License Manager is required, of which we've already provided free of charge to the customer The customer chooses not to use this solution, stating "it's not convenient for me"We have no additional resolution to offer this customer We have exhausted all avenues for the customer to activate his licenses in the unsupported configuration he prefers
We have attempted to assist this customer many times by notifying him of the requirement to upgrade his software due to our licensing system sunsetting and change to electronic licensing. Dates of communications are as follow: 5/12/15; 7/21/15; 4/1/16; 6/6/16; 6/27/16. All communications have been documented, and phone calls are recorded. I will attach the most recent written communication thread between the company and the customer for your reference.
The issue is this customer exploited our software licensing on an unsupported [redacted] virtual environment, against our End User Licence Agreement (EULA). While it did function for the customer in that unsupported configuration, it was a breach of our EULA. As a result of a planned upgrade to our licensing system, which eliminates reliance on physical [redacted], and closes many unsupported exploits, the software will not work as previously exploited by the customer.
We have attempted to assist this customer by providing him with free Enterprise License Manager, which is a [redacted] product and requires [redacted] to function, so that he can continue to use the software on his [redacted] virtual environment. The customer does not wish to accept this solution, and believes the software should be able to be used in the above mentioned unsupported capacity.
Go forward options are as follows:
Customer can use the Enterprise License Manager (already provided free of charge) and continue using via Parallels.
[redacted] product can by purchased by customer (approximately $80) to continue using software in a local capacity.
Switching to a [redacted] based computer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Monday, June 27, 2016 5:28 AMSubject: [redacted] / Regarding Complaint #[redacted] This company has NEVER solved this problem. They have shut down a software that is critical to my company, my family and the families of those that work for me. I was working all weekend and the software was shut down remotely. I was promised that the software would continue to work until the FREE upgrade was installed.Regards,
Revdex.com Dispute Resolution Team, I received a [redacted] letter containing documentation of a customer complaint, Case # [redacted]. I will respond on behalf of On Center Software as Vice President of Finance & Services. As background, On Center Software is...
committed to providing award-winning products and services. To that end, we must occasionally take an inventory of our product versions to determine those that need to be retired (or ‘sunset’). This allows On Center to focus our resources and development efforts on providing the most benefit for the most users. As [redacted] officially ends mainstream support for operating systems, On Center products that only run on those operating systems (or earlier operating systems) will be 'sunset' and no longer distributed or supported by On Center Software. For example, [redacted] cannot be installed on anything newer than [redacted] - [redacted] is no longer under 'mainstream' support by [redacted] and therefore, would not be supported by On Center Software. Revdex.com Team, I've thoroughly reviewed the complaint as provided to you by our customer, [redacted]. I believe there has been an unfortunate miscommunication that has caused the concern. We will also call and discuss personally with [redacted], but I want to document the misunderstanding and our action plan to resolve it. [redacted] is correct, we are retiring (sunsetting) our old [redacted] licensing authentication system on [redacted]. As a result, customers need to have a current version of our software that has been written to authentication via an activation code, rather than the older [redacted] versions. We are encouraging all customers to be current on maintenance to receive the latest version of their product line software. However, if any customer chooses not be be current on maintenance, we are working with them to upgrade to the same version of their product line software, that has been re-written to authenticate via our new, dongle-less, electronic licensing system. In [redacted] specific case, he is eligible for a no charge upgrade for his software. Specifically, his current software is:
On-Screen Takeoff Version 3.8, purchased [redacted], [redacted] authentication [redacted] Version 4.91, purchased [redacted], [redacted] authentication
His software will be upgraded at no charge to:
On-Screen Takeoff [redacted], activation code authentication [redacted], activation code system.
For additional information about On Center Software product end of life sunsetting policy, please follow this url: [redacted] Action Plan: I will have our Sales Operations Manager, [redacted], call [redacted] to discuss and schedule his no charge upgrade, and apologize on behalf of On Center Software for this misunderstanding. Thanks, [redacted] Vice President, Finance & Services On Center Software, Inc. P: [redacted] C: [redacted]
We have attempted to assist this customer many times by notifying him of the requirement to upgrade his software due to our licensing system sunsetting and change to electronic licensing Dates of communications are as follow: 5/12/15; 7/21/15; 4/1/16; 6/6/16; 6/27/ All communications have been documented, and phone calls are recorded I will attach the most recent written communication thread between the company and the customer for your referenceThe issue is this customer exploited our software licensing on an unsupported [redacted] virtual environment, against our End User Licence Agreement (EULA) While it did function for the customer in that unsupported configuration, it was a breach of our EULA As a result of a planned upgrade to our licensing system, which eliminates reliance on physical [redacted] , and closes many unsupported exploits, the software will not work as previously exploited by the customerWe have attempted to assist this customer by providing him with free Enterprise License Manager, which is a [redacted] product and requires [redacted] to function, so that he can continue to use the software on his [redacted] virtual environment The customer does not wish to accept this solution, and believes the software should be able to be used in the above mentioned unsupported capacityGo forward options are as follows: Customer can use the Enterprise License Manager (already provided free of charge) and continue using via Parallels [redacted] product can by purchased by customer (approximately $80) to continue using software in a local capacitySwitching to a [redacted] based computer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Monday, June 27, 5:AMSubject: [redacted] / Regarding Complaint # [redacted] This company has NEVER solved this problem They have shut down a software that is critical to my company, my family and the families of those that work for meI was working all weekend and the software was shut down remotely I was promised that the software would continue to work until the FREE upgrade was installed.Regards,
Revdex.com Dispute Resolution Team, I received a [redacted] letter containing documentation of a customer complaint, Case # [redacted] I will respond on behalf of On Center Software as Vice President of Finance & Services As background, On Center Software is committed to providing award-winning products and services To that end, we must occasionally take an inventory of our product versions to determine those that need to be retired (or ‘sunset’) This allows On Center to focus our resources and development efforts on providing the most benefit for the most users As [redacted] officially ends mainstream support for operating systems, On Center products that only run on those operating systems (or earlier operating systems) will be 'sunset' and no longer distributed or supported by On Center Software For example, [redacted] cannot be installed on anything newer than [redacted] - [redacted] is no longer under 'mainstream' support by [redacted] and therefore, would not be supported by On Center SoftwareRevdex.com Team, I've thoroughly reviewed the complaint as provided to you by our customer, [redacted] *** I believe there has been an unfortunate miscommunication that has caused the concern We will also call and discuss personally with [redacted] ***, but I want to document the misunderstanding and our action plan to resolve it [redacted] is correct, we are retiring (sunsetting) our old [redacted] licensing authentication system on [redacted] *** As a result, customers need to have a current version of our software that has been written to authentication via an activation code, rather than the older [redacted] versionsWe are encouraging all customers to be current on maintenance to receive the latest version of their product line software However, if any customer chooses not be be current on maintenance, we are working with them to upgrade to the same version of their product line software, that has been re-written to authenticate via our new, dongle-less, electronic licensing system In [redacted] specific case, he is eligible for a no charge upgrade for his software Specifically, his current software is: On-Screen Takeoff Version 3.8, purchased [redacted] , [redacted] authentication [redacted] Version 4.91, purchased [redacted] , [redacted] authentication His software will be upgraded at no charge to: On-Screen Takeoff [redacted] ***, activation code authentication [redacted] , activation code system For additional information about On Center Software product end of life sunsetting policy, please follow this url: [redacted] Action Plan: I will have our Sales Operations Manager, [redacted] , call [redacted] to discuss and schedule his no charge upgrade, and apologize on behalf of On Center Software for this misunderstanding Thanks, [redacted] Vice President, Finance & Services On Center Software, IncP: [redacted] C: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint They have called and left messages but due to the many sales calls it all went into the spam folder I was in direct contact with *** *** and was expecting an email from her She did finally email me links to upgrade my software and after hours of reading and installation I called tech support only to find that all along my upgrade will not work with parallels anymore and I cannot use the software that I paid for Thousands and Thousands of dollars down the drain SHAME ON YOU "ON CENTER SOFTWARE"
I have been an honest and loyal customer for over years and all I want is to continue to use the software that I purchased
Regards,
***
Customer was informed multiple times directly during phone conversations with *** ***, originally in July 2015, and then again yesterday, June 27, The customer was not misinformed It was repeated several times during the conversation that a requirement is *** operating system to run the Enterprise License Manager The customer states that "I called tech support only to find that all along my upgrade will not work with parallels anymore and I cannot use the software that I paid for." This statement is incorrect The customer was informed that our software does function on Parallels, but a Enterprise License Manager is required, of which we've already provided free of charge to the customer The customer chooses not to use this solution, stating "it's not convenient for me"We have no additional resolution to offer this customer We have exhausted all avenues for the customer to activate his licenses in the unsupported configuration he prefers
We have attempted to assist this customer many times by notifying him of the requirement to upgrade his software due to our licensing system sunsetting and change to electronic licensing. Dates of communications are as follow: 5/12/15; 7/21/15; 4/1/16; 6/6/16; 6/27/16. All communications have been documented, and phone calls are recorded. I will attach the most recent written communication thread between the company and the customer for your reference.
The issue is this customer exploited our software licensing on an unsupported [redacted] virtual environment, against our End User Licence Agreement (EULA). While it did function for the customer in that unsupported configuration, it was a breach of our EULA. As a result of a planned upgrade to our licensing system, which eliminates reliance on physical [redacted], and closes many unsupported exploits, the software will not work as previously exploited by the customer.
We have attempted to assist this customer by providing him with free Enterprise License Manager, which is a [redacted] product and requires [redacted] to function, so that he can continue to use the software on his [redacted] virtual environment. The customer does not wish to accept this solution, and believes the software should be able to be used in the above mentioned unsupported capacity.
Go forward options are as follows:
Customer can use the Enterprise License Manager (already provided free of charge) and continue using via Parallels.
[redacted] product can by purchased by customer (approximately $80) to continue using software in a local capacity.
Switching to a [redacted] based computer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Monday, June 27, 2016 5:28 AMSubject: [redacted] / Regarding Complaint #[redacted] This company has NEVER solved this problem. They have shut down a software that is critical to my company, my family and the families of those that work for me. I was working all weekend and the software was shut down remotely. I was promised that the software would continue to work until the FREE upgrade was installed.Regards,
Revdex.com Dispute Resolution Team, I received a [redacted] letter containing documentation of a customer complaint, Case # [redacted]. I will respond on behalf of On Center Software as Vice President of Finance & Services. As background, On Center Software is...
committed to providing award-winning products and services. To that end, we must occasionally take an inventory of our product versions to determine those that need to be retired (or ‘sunset’). This allows On Center to focus our resources and development efforts on providing the most benefit for the most users. As [redacted] officially ends mainstream support for operating systems, On Center products that only run on those operating systems (or earlier operating systems) will be 'sunset' and no longer distributed or supported by On Center Software. For example, [redacted] cannot be installed on anything newer than [redacted] - [redacted] is no longer under 'mainstream' support by [redacted] and therefore, would not be supported by On Center Software. Revdex.com Team, I've thoroughly reviewed the complaint as provided to you by our customer, [redacted]. I believe there has been an unfortunate miscommunication that has caused the concern. We will also call and discuss personally with [redacted], but I want to document the misunderstanding and our action plan to resolve it. [redacted] is correct, we are retiring (sunsetting) our old [redacted] licensing authentication system on [redacted]. As a result, customers need to have a current version of our software that has been written to authentication via an activation code, rather than the older [redacted] versions. We are encouraging all customers to be current on maintenance to receive the latest version of their product line software. However, if any customer chooses not be be current on maintenance, we are working with them to upgrade to the same version of their product line software, that has been re-written to authenticate via our new, dongle-less, electronic licensing system. In [redacted] specific case, he is eligible for a no charge upgrade for his software. Specifically, his current software is:
On-Screen Takeoff Version 3.8, purchased [redacted], [redacted] authentication [redacted] Version 4.91, purchased [redacted], [redacted] authentication
His software will be upgraded at no charge to:
On-Screen Takeoff [redacted], activation code authentication [redacted], activation code system.
For additional information about On Center Software product end of life sunsetting policy, please follow this url: [redacted] Action Plan: I will have our Sales Operations Manager, [redacted], call [redacted] to discuss and schedule his no charge upgrade, and apologize on behalf of On Center Software for this misunderstanding. Thanks, [redacted] Vice President, Finance & Services On Center Software, Inc. P: [redacted] C: [redacted]