I downloaded Ascentives Speedpak some time ago. Recently, my system crashed. I was unable to locate my back-up, so I contacted Ascentive to get a copy of the software.
I read my receipt and was pleased to find the following (an exerpt from the original Software Delivery Receipt):
"Replacement Copy
=
If your Ascentive software is deleted or corrupted after installation due to a mistake, virus, hard drive crash, etc.), don't worry!
As long as you're an Ascentive customer, we'll provide a replacement to you at no extra charge. To take advantage of this offer, email [email protected]."
I did as advised (emailed Ascentive), followed all their prompts, to which I received the following 'standard-type' letter (it's almost the complete reply):
"I am sorry; free replacements are available for the current versions, within 60 days of the initial purchase only.
Users with Extended Download Service are entitled to free replacement downloads of their software within a full year of purchase. If you have any additional questions, please feel free to ask."
What additional questions would I have, I asked for a replacement and you said NO. What additional question is there to ask, maybe if I ask the same question again in a different way???
I did make the purchase over 12 months ago but the original receipt does not establish a time limit for this type of support.
I don't want to get technical or legal but I don't believe I asked for anything I didn't have good cause to. All I wanted was a copy of the original software I paid for (I certainly didn't want the latest version or anything for free).
MY WARNING TO YOU - Read the fine print but BE AWARE that sometimes there isn't any (or it isn't available to you).
I won't persue this matter after this and won't be bothered wasting one more second on Ascentive and suggest anyone reading this consider very carefully who you intend to deal with before parting with your money. This COULD be you next time.
So, I will go without a making a big fuss BUT I won't EVER go back to Ascentive and I WILL go out of my way to share my negative experience with everyone I can.
I want others to learn from my mistake, so that my contacts (corporate and individual and you - the reader) and looking for software, DO NOT EVER consider Ascentive.
If you believe as I do (in GOOD customer service). Learn from my mistake, buy from someone else.
Liam
Vic
Australia
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