Poor Customer Support?

TripleTapper · #1 12-22-2005, 11:03 AM

I placed an order for SageTV and Client. I didn't want the Client because I was going to order the Sagetv Media Extender. I sent an e-mail saying that I wanted to remove the Client from my order. I have heard nothing back from customer support. I decided to send another e-mail this morning and I still have not heard anything back. My trial is about to run out and I am stuck. They haven't charged my credit card yet....which is good. Has anyone else been having difficulty getting in touch with Sagetv Customer Support? I have checked everywhere for a phone number, but all I see are e-mail contacts.

If it were not for the people on this forum I would have ditched this software after day 1.

Opus4 · #2 12-22-2005, 11:09 AM

Don't forget that people could be out of the office due to Christmas and so on, so it may take longer to hear back. I never expect much of anything to get done anywhere around now.

BTW: Unless you are getting something shipped, I believe most orders are pretty much automatically handled w/licenses emailed.

- Andy

TripleTapper · #3 12-22-2005, 11:13 AM

I have two issues...

1) My version of SageTV is expired
2) I placed my order so that I could take advantage of the Christmas Sale....that ends Dec 31.

My order was all software....nothing was getting shipped. I got my automated response for order confirmation, but never got a licence e-mail....so it doesn't appear to be a fully automated procedure. I think the problems started when I wanted them to remove the Client from my order....hell, if I would have known that would kill my order, I would have just ate the cost for the client! AUGH!

If they decided to kill the order instead of making the change, I should have been notified via e-mail, so that I could place a new order. Now I am hesitant to do anything. I also need the media extender, but how am I to know that will ship? I have a very bad taste in my mouth.

gplasky · #4 12-22-2005, 11:19 AM

Make sure your spam\email filter isn't kicking it into the Junk email folder.

Gerry

Opus4 · #5 12-22-2005, 11:19 AM

So nothing was to be shipped? Most issues regarding receiving an order confirmation but no license mean that the license was sent, but was blocked by some sort of spam filter.

See the first question of the Store FAQ. And, here is an old post on the subject.

- Andy

zz5 · #6 12-22-2005, 11:24 AM

I just placed an order for the SageClient Media Extender license 5 minutes ago and it worked. So the system is up and working.

Here's something you might want to check on. Maybe the emails are going to your junk email folder. I didn't have my account password handy, so I had it email my password. This showed up in my junk mail folder. I changed my email account so it wouldn't see email from that address as junk mail. I then placed the order and it sent me an order confirmation email and then the key in another email. The order confirmation went to my Inbox but the key went to my junkbox (since it was from another email address). I'm using hotmail.

TripleTapper · #7 12-22-2005, 11:31 AM

Thanks for the tips guys, but I recieved the confirmation e-mail just fine....so I don't think its the filter. And as I said, my credit card has not been charged, so I don't think my order has been processed. By the way, I am also using hotmail. I did check my junk folder and nothing froom Sage is in there

TripleTapper · #8 12-22-2005, 12:33 PM

All right....something is up. I did what zz5 suggested and had Sage send me my password via e-mail....that was about an hour ago. No password and nothing in my junk e-mail folder. This is definately upsetting. I guess I am going to have to wait until after the holiday season to get this resolved

michelkenny · #9 12-22-2005, 12:38 PM

I placed an order for a license a week ago and received it in my e-mail a minute later. I think something is definitely up with your e-mail... if you only ordered licenses, you should have gotten them instantly... I don't trust Hotmail for anything important anyways.

SHS · #10 12-22-2005, 12:40 PM

As a rule Hotmail is a joke and you should alway use your real email address that ISP give you same apply to Yahoo are any other web base email system.

TripleTapper · #11 12-22-2005, 12:46 PM

Guys, I use Hotmail for EVERYTHING...that and Gmail. I have ordered literally 1000's of things over the past 5 years of using Hotmail. This is a first for me as far as problems go. Just a little update...I subscribed for the newsletter and I got the confirmation for that in a matter of minutes. It looks like the e-mails that are from sagetv.com I have no issues with.

michelkenny · #12 12-22-2005, 01:02 PM

Most places (eg, Hotmail) don't always block by where the message came from, they block by content. So if for some reason the e-mail that had your license contained something Hotmail didn't like, it will get blocked while other Sage messages are let through. But if that happened it would be in your Junk mail folder, unless it got emptied... I haven't used Hotmail in ages so I really don't know what is going on.

TripleTapper · #13 12-22-2005, 01:10 PM

So heres the deal....I would like to change my e-mail from my Hotmail acct to a ISP account....although I should not have to do this.....anyways how do I go about doing this and then having my license info resent to the new ISP e-mail addy? I still have not gotten a reply from Customer Service. Although all of your suggestions have been very helpful. I am going to send another e-mail to CS using my ISP acct. hopefully that will work.

kpsmith · #14 12-22-2005, 01:18 PM

Just placed an order via a hotmail account and the order confirmation email went to my inbox but the license keys email went to junk mail. Probably the same happend for you. Got love it when spam filters junk the good stuff and let the bad come through.

Granted.... Still doesn't justify no response from Customer Service

(unless that got junked too)

TripleTapper · #15 12-22-2005, 01:25 PM

I am sure that this is whats happening but whats strange is that nothing shows up in my junk mail folder. Anyways....I sent customer service a e-mail from my regular ISP account and lets see what happens. I am giving them the benifit of the doubt that thier responses went into the same black hole that my license and password confirmation e-mails went into.

Just curious kpsmith what e-mail was the license keys from? sagetv.com?

Thanks

TripleTapper · #16 12-22-2005, 01:33 PM

Alrighty, Mike from SageTV is the MAN! I got a phone number off a packing slip and called Mike. I don't know what the problems were, but he sent me my keys in my Hotmail account as we spoke. Thanks for everybodys help and opinions on this issue. If there were a way to change the subject line on this thread to Sagetv Customer Service is Good, I would do it in a heartbeat. Thanks again.

Kanati · #17 12-22-2005, 03:36 PM

Sounds to me like the automated email is misconfigured if it's failing spam filter rules. Most spam filter rules are relatively lenient and an email has to fail multiple tests before it is junked. I don't know what hotmail's filters look like but I know on our server we have to fail at least 4 tests before it considers it spam.

kpsmith · #18 12-23-2005, 08:25 AM

Quote:

Originally Posted by TripleTapper

Just curious kpsmith what e-mail was the license keys from? sagetv.com?

Thanks

Looks like it is from myself to myself? Is that right? Must be spoofing the from line so that we dont have an easy tip off to the authorization server.

TripleTapper · #19 12-23-2005, 08:43 AM

I wonder if thats the issue. Mike sent me my keys via his own e-mail addy at sagetv. Very strange.

saltlyck2 · #20 01-12-2006, 11:33 AM

I need it since I'm having the same problem. I ordered over 4 days ago and have had no response to any emails. I would love to give them a call.

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