NCH Customer Disservice
It would have been really easy to keep me a happy customer, NCH Software. Instead, you now have a dissatisfied ex-customer who doesn’t mind holding you up as the poster child for lousy customer service. Your audio editing software, WavePad, is great. I bought a license to use it, remember?
What I didn’t do is back it up. I guess I’ve come to expect software downloads as a simple commodity. Transitioning to Windows 7 wasn’t simple (I won’t go into the issues with multiple video cards and monitors). So… no, I didn’t back up WavePad.
Downloading the software again was simple. Entering my ID and Key was easy… but it didn’t work. I was informed I had to upgrade. I don’t need to upgrade, I don’t want to upgrade. I just want a copy of the software I bought a license to use. I’ve got to believe it’s sitting on your servers somewhere, it was less than a year ago that I bought that license.
So I sent a note to Customer Service asking if I could get a copy of WavePad that I paid to use. And this is the response I get? A tutorial on backing up software?
Hi,
If you review your registration code with your ID Key for software we state the following information:
"Please print out a copy of this email and keep it in a safe place. Please also backup the software folder immediately after entering the key because the key will be locked to your particular install.
This step is important because in future we will not be able to reissue lost keys or provide copies of old versions of software".
The registration key only works with the version that is purchased not for any other major new version released. In order for the ID key information to work you must have reinstalled the version of the software that was purchased. To avoid losing the installer or original setup.exe you should always make a back-up of any software using a CD-ROM, flash drive, or zip disk for future reinstalls.
Your registration and activation code will work on any fix or new version of the software released within
3 months from the date of purchase. Your registration and activation code may work on any fix or new version of the software release within 12 months from the date of purchase unless the new version is a major version change. You will always be entitled to discounted upgrade pricing. Use www.nch.com.au/upgrade to purchase.If you do not want to purchase an upgraded license you need to make sure that your software is not upgraded to the latest version once you successfully register the software.
Regards,
Amber
NCH Software Support Team
So much for service. So much for NCH. I won’t do business with you anymore – and I urge others not to do business with them either. Or make sure you back everything up, of course.
