Rockwell Automation

Review: I have paid well over $20,000 for a suite of software packages to program industrial automation controllers. The software requires activation over the internet, and provides a tool for accomplishing this task called "Factory Talk Activation Manager". Through Factory Talk Activation Manager you can "Rehost" your activations, which allows you to move them from computer to computer, as might be necessary in the event of a computer problem, transition to a new computer, or even a reassignment of work responsibilities from one person to another. Internet activation of this type of software became mandatory several years ago (formerly it was done with an activation disk included with the software package). Activation is a deterrent to piracy, and I have no problem with the basic philosophy. However, Rockwell Automation has instituted a policy that prevents legitimate users from Rehosting their activations more than 3 times in one calendar year. I am currently in the process of switching to a new computer and was going back and forth moving software, testing, finding problems, reloading, etc. (this is complicated software and it is very unusual to have flawless first time installations). In doing so, I exceeded Rockwell Automation's arbitrary limit on the number of times I can Rehost my activations, and this made my software unusable. I called Rockwell Automation to get the limit removed. They told me that since I didn't have a 24x7 Tech Support contract (and this is Saturday), they could not help me. I do have a Tech Support contract, for which I pay about $1,200 per year, but it's not 24x7. I assume the 24x7 version costs more, but I don't know how much. I have never needed it. In order to allow me to Rehost MY activation that THEY arbitrarily disabled for no legitimate reason, I was forced to pay $500 to have a technician reset my activation limit lockout. This is tantamount to EXTORTION. I could understand if I did something wrong, or my software had a problem and I needed their help. I did nothing wrong. I paid for the software AND the activation. I was prevented from using the software I paid for by their abritrary policy of limiting activations. Their software is notoriously buggy, and limiting Rehosts based on a low fixed number per year is unreasonable.Desired Settlement: I seek two actions from this complaint. First, I want to be refunded the $500 I was forced to pay so that I could use MY software. Second, I want Rockwell Automation to remove any and all limits on me Rehosting any of my activations in the future. I would like to have this in writing from a high level officer of Rockwell Automation. If they still want to limit Rehosts as an anti-piracy measure, there are many options available other than a low fixed annual limit. After all they are a software company, loaded with programmers. It seems that they could program some intelligence into their Rehost limit policy. For instance, my credit card company calls me if my card is used in a location that is atypical to ensure there is no fraud taking place. Likewise, Rockwell Automation could call me after I use what they deem as an unusual number of Rehosts to see if my use was legitimate. But, instead, they are simply too lazy, and would rather put all the burden on me by arbitrarily denying my right to use the software I paid for, and then having the gall to force me to pay $500 for the privilege of recovering what I already own, but they insist on keeping from me.

Consumer

Response:

I

just got a status update on my complaint, stating that the company has

not responded to the Revdex.com to date. It also stated the following:

Have you heard from the company? Yes No

Are you satisfied with the company's efforts to resolve this matter? Yes No

If not, please explain.

There

was no obvious electronic form based way for me to select Yes or No, or

to explain, which is why I am sending you this email. The company has

not contacted me about the Revdex.com complaint. They did contact me in

response to the complaint I filed with the company about the same matter

on the date of the original issue. Their response was to offer me a

free webinar to teach me about “activations”. However, I do not need

such a webinar, and in any event it would not address the subject of my

complaint, which is that they forced me to pay $500 for emergency after

hours support in order to unlock my software so I could use it, when

they, themselves, had been the ones to lock my software, for no

legitimate reason. When I explained this to the person who offered me

the webinar, he stated he would pass the issue to their “activations”

staff, and someone from that department would contact me to discuss the

issue. No one from “activations” has attempted to contact me, and it’s

been nearly two weeks.

I

paid about $10,000 for the software in question, and when I bought it,

there were no limits, expressed or implied, on how many times I could

rehost my activations (move from one computer to another). I still have

the original software box with all the original literature. In fact,

while I had been used to them providing me with a floppy “key” disk for

activation in past software purchases, this was the first time that I

got a software package from them without a floppy “key” disk for

activation. Instead, they notified me that they had changed activation

methods and I had to activate online now. This was supposed to be more

convenient for me. Instead, it turns out that it’s just another way for

them to steal more money from their customers.

Do I have any recourse if they simply refuse to answer the actual issue, either the Revdex.com or myself?

Sincerely,

Business

Response:

Our company received your letter of complaint on behalf of [redacted] from [redacted]. We have a formal Customer Complaint Resolution process and had entered this case on 7/20/2013. We have been in contact with [redacted] and have identified a resolution. [redacted] states that he is satisfied for now, but will be completely satisfied in the event he has to go through a similar situation and has a better experience. We believe our planned resolution will achieve this for him as well as other customers.

If you require additional information, please don't hesitate to contact me.

Consumer

Response: