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Old 29th May 2009
  #11
TLS
Gear Maniac
 

Hi Andrew,

Thanks for the offer but the issues were eventually solved, however it is not the first time it (the communication delays) happened for me. One of the incidents ended up being a bug in Pace's software which required an eventual rewrap of the plug-ins - that one took almost a year to resolve.

The point I was trying to get across is that for a company to provide email "support" only for time critical applications (if there is a problem with your iLok then you're can't use the product you paid for to do work) then it should be rapid response. One of the issues I experienced could have been solved in minutes via a phone conversation instead of days waiting for responses via email.

As mentioned, it has been enough to put me off purchasing iLok only protected products and I know I'm not the only one.