SD3 upgrade from SD2 – Serial already in use?

[AmberYeti]

Good Afternoon,

I purchased the upgrade for SD2 to SD3 from a reseller (PluginBoutique.com) back in December 2018 while it was still available. Unfortunately at the time I was having technical difficulties and was unable to install so I left it knowing that I could come back to do it at a later date.

I have since tried to register my product using the product manager which is showing my SD2 fine but it is advising that the serial number is already in use.

This is definitely not correct as I have not registered it in my account and I would not have created another account to do so as I’m sure it would have needed to be on the same account as SD2.

I have already used the contact support link on a FAQ to send through details of this issue and provide proof of purchase as I’m sure that will be needed but have not yet received a response.

The reseller when contacted informed me that they no longer sell ToonTrack products and I should contact yourselves directly which other than the contact support via message link I am finding rather difficult to do.

Is there no telephone support?

What is the SLA on responding to the contact support messages?

Kind Regards,

Sebastian

Operating system: Windows 10

Topic

[Scott]

Email response time to Toontrack Tech Support is slower than usual at the moment due to vacations and whatnot. I believe support is back in full as of today, so they are going through tickets as fast as they can. Unfortunately your issue would need to be handled by Toontrack as is forum techs can’t handle that type of thing through the forum.

Scott Sibley - Toontrack
Technical Advisor

1

Thanked by: AmberYeti

[AmberYeti]

Hi Scott,

Thank you for the prompt response. I will await to be contacted by support and hopefully they can resolve this soon as now that I am able to get SD3 set up finally I really am looking forward to getting started with it! It’s been much anticipated after owning the licence for so long without actually being able to use it, I just wish that I had already registered it at the time of upgrading so as to avoid an issue like this occurring but I did not suspect at all that it would have been a problem.

Kind Regards,

Sebastian

 

Operating system: Windows 10

[AmberYeti]

Hi Scott,

Is it normal to have not yet received confirmation that support has received my query yet? I understand it might not have been processed but would a confirmation not be an automated response. Need to know if I need to submit it again or not?

Operating system: Windows 10

[Scott]

I contacted Toontrack support on your issue. This is the reply:

If a serial number is already registered then it likely means the retailer sold the serial previously and then later sold it again to someone else. This does happen somewhat often from third-party retailers or resellers. 

The customer will need to go back to the retailer they purchased from for an exchange or a refund in those cases, since we do not provide replacement serials for third-party sales.

I hope you can contact the seller and find a solution.

Scott Sibley - Toontrack
Technical Advisor

[AmberYeti]

Hi Scott,

This is very concerning indeed! I have forwarded this response to the reseller but considering that I do own a serial number and have not registered it myself (as you can see from my account) and I can provide proof of purchase, why exactly would you not be able to provide me with a new serial number to get me up and running?

The reseller is not able to do so as they do not sell your products any longer, I would like to use the product that I have paid for but you are effectively implying that is now impossible.

 

 

 

[Scott]

AmberYeti wrote:

Hi Scott,

This is very concerning indeed! I have forwarded this response to the reseller but considering that I do own a serial number and have not registered it myself (as you can see from my account) and I can provide proof of purchase, why exactly would you not be able to provide me with a new serial number to get me up and running?

The reseller is not able to do so as they do not sell your products any longer, I would like to use the product that I have paid for but you are effectively implying that is now impossible.

 

 

 

I really don’t know. It’s just the official reply I received from support. I have no say in Toontrack’s policies.

I’m sorry that it’s not the answer you were hoping for.  You can submit another support ticket if you’d like to discuss it further with Toontrack.

Scott Sibley - Toontrack
Technical Advisor

[AmberYeti]

Hi Scott,

I understand that you have no say in policy and I am grateful that you have even managed to get a response for me. I will indeed raise another support ticket but also please remember that technically I still am yet to hear back from the first one that I raised. It appears that you are the only person working for Toontrack that actually has any interaction with the customers.

Kind Regards,

Sebastian

[Author]

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