Actinic trying to kill itself

[Darren B]

Hmmmmmm

No comments about the hours of support, i raised a problem friday, uploaded a snapshot, called monday to find nothing had been done about it because they were out sick, fortunately someone downloaded the snapshot while is was on the phone and has seen the error, and i am keeping my fingers crossed here that someone will deal with it now rather than confirm it.

But had i not called yesterday i guess my ticket would still be sitting there and i would still be waiting, maybe im wrong but i hope you understand from this side of the fence it does not look like it.

I guess all the little disappointments probably make it feel worse than it is, but i really feel actinic seem to be losing there way

D

[Neil Bayton]

Hi,

Right excuses time

Actinic have sent out all V9 upgrade requests. We have well over 1000 Actinic cover customers and to send all requests out within 2 weeks of the software release/or upgrade request ( both digital and physical ) was not done without prior planning and recruiting extra resource.

Actinic must firstly verifiy that everyone that requests a free upgrade has a valid contract and their account is not due.

We then need to retire their old key and issue them a new key and register this against their account, then we need to either issue an invoice for their shipping or e-mail them their key.

For the last 6 weeks Actinic have had a dedicated resource on this task from 08.30 - 18.30. When the majority of the keys had been sent it is true that upgrade keys tend to be sent out toward the end of the day.

The side effect to us having so quickly sent all the upgrade requests was the increased support calls this generated, this is why you may have had difficulty trying to contact Actinic during this period.

I have checked both Mark and Jo's account and both upgrade requests were fulfilled on the 10th April. I will personally re-send the e-mails with your V9 upgrade keys.

It could have been a number of reasons why you did not receive these originally maybe an overzealous spam filter or an incorrect e-mail address.

If you have any questions fell free to call me on 01932 358348 or e-mail me on nbayton@actinic.co.uk.

Neil Bayton
Administration Manager
Actinic Software

[chris ashdown]

I understand where you are coming from but would have thought that as a software company you would have this all automated as you need to do it all again every say 18 months

I am sure some of the bofins on the forum could knock you up a system in a couple of days

[Mark H]

"I have checked both Mark and Jo's account and both upgrade requests were fulfilled on the 10th April"

Having "placed my order" on the 13th March, I received an email on 15th April saying that 901 was released, and that I would receive my upgrade within 2 weeks, which is now a month ago, hence my little gripe. Nothing wrong with our spam filters or address! It seems more than a coincidence that more than one order "fulfilled on the 10th" went astray - I would be tempted to check with other customers in the same batch.

Have got my key now - thanks Neil

[pinbrook]

Same here - nothing in my inbox for 10 April.

I received this

Dear Pinbrook,

Thank you for shopping at Actinic Software Ltd.
We have received and are processing the following order:

Upgrades will be sent out as soon as the release of the software is available. Due to very high demand please allow 2 weeks for your upgrade to be fulfilled.
You will receive v9.01 unless stated otherwise on your order..

******************************************************
Order Number: PK13DS20000198
Order Date: 13 March 2008 13:25 GMT

when i placed the order, and agree with Mark probably not spam filters as i got confirmation ok from neils address, and received the email today with the copy.

[Mark H]

Jo - interesting to note that you also ordered on the 13th March. As I have suggested, it looks like a batch problem based around the order date and/or the intended date of fulfilment.

[Neil Bayton]

Unfortunately due to some customers being confused over when they were to receive their upgrade, ( on release or on release of 9.0.1) it was decided to send all keys to customers regardless of if they required 9.0.0 or 9.0.1, for this it was decided to use another SMTP server ( I did check this worked ) it MAY have been that the SMTP server, although authorised to use it saw the volume of e-mails and decided these could have been classed as SPAM.

I have since forwared you both the original e-mails

Neil

[RuralWeb]

Ive a couple of clients with the same problem ie no V9 licence - are you planning to send them all out again or do they need to contact you direct?

[plantsforshade]

Hi

Nothing recieved here, I did recieve the email saying by the end of the month (last) but then nothing.

Regards

Nigel

[jont]

would have thought that as a software company you would have this all automated as you need to do it all again every say 18 months

That made me raise my eyebrows also! Surely a central database or CMS system is used to maintain the records and semi/fully automate this type of thing?

[Jan]

I was in the same situation - waiting for a key but when I contacted Neil I found that my key had been sent out weeks previously but hadn't arrived in my mail box. I reckon that my spam filter ate it.

We find the same with the license keys we send out for our applications, they are sent out within an hour or so of ordering (minutes now actually because we have automated it) but people don't get them.

Regards,

[Darren B]

(minutes now actually because we have automated it) but people don't get them.

Regards,

Hmm perhaps i see another job for you at actinic then Jan, they obviously have not managed this bit yet.

Unfortunately due to some customers being confused over when they were to receive their upgrade

yep due to a confusing ordering page or poor layout depending on what way you want to look at it.

[Neil Bayton]

Due to e-mail being an inconsistent form of communication much the same as the post, there will always be a number of e-mails that have not been delivered for a variety of reasons. You all come across as technical people, so would all agree.

The vast majority of upgrade licence keys were sent and received, for those that were not received we can easily locate the original e-mail and resend.

For those Actinic Cover customers that have not yet received their key please e-mail services@actinic.co.uk and we will forward your upgrade key.

Rgds
Neil

[RuralWeb]

You all come across as technical people, so would all agree.

Some are and some are not so - when I send out important customer emails I track them so I know what happens to them - if I see lots are not opened then I know something is wrong. Actinic comes across as technical people, so im sure you would agree.

[george]

Maybe the post is more reliable.