Sent from my iPhone

> On Jan 24, 2015, at 10:48 AM, Chris Smart <csma...@cogeco.ca> wrote:
> 
> Mike, your reply was blank.
> 
> At 11:14 AM 1/24/2015, you wrote:
> 
> 
>> Sent from my iPhone
>> 
>> > On Jan 24, 2015, at 10:02 AM, Chris Smart <csma...@cogeco.ca> wrote:
>> >
>> > that is, if I can get the category comboboxes to work with Jaws and either 
>> > IE or Firefox. So far, no such luck. Where do we complain to the BBB about 
>> > the BBB itself? LOL
>> >
>> > At 10:57 AM 1/24/2015, you wrote:
>> >> good stuff
>> >>
>> >> Sent from my iPhone
>> >>
>> >> > On Jan 24, 2015, at 9:45 AM, Chris Smart <csma...@cogeco.ca> wrote:
>> >> >
>> >> > ok.
>> >> > I'm filling out my complaint now.
>> >> >
>> >> > By the way, if you check radio buttons to specify that the complaint 
>> >> > has to do with descrimination, the next screen tries to send you 
>> >> > elsewhere.  Leave that stuff unchecked and you may proceed.
>> >> >
>> >> > Chris
>> >> >
>> >> > At 10:43 AM 1/24/2015, you wrote:
>> >> >> so this particular thread can stay Ilok  specific, let's take one 
>> >> >> fight at a time... on the other hand Avid has been a where of this 
>> >> >> situation for over a yearso make of  that what you may
>> >> >> well I posted the information for those of you that would like to 
>> >> >> contact them you may
>> >> >>
>> >> >>
>> >> >> Sent from  my iPhone
>> >> >>
>> >> >> > On Jan 24, 2015, at 9:28 AM, Ricky Prevatte 
>> >> >> > <rickypreva...@gmail.com> wrote:
>> >> >> >
>> >> >> > Let's proceed with caution but let's proceed. Rememberavid has 
>> >> >> > already put out the challenge to the third-party companies to make 
>> >> >> > everything as accessible as possible for us. I guess the same thing 
>> >> >> > would go for I lock as well as plug in.
>> >> >> >
>> >> >> > Ricky Prevatte LMBT1154
>> >> >> >
>> >> >> >> On Jan 24, 2015, at 10:01 AM, CHUCK REICHEL 
>> >> >> >> <soundpicturerecord...@gmail.com> wrote:
>> >> >> >>
>> >> >> >> Hi Mike,
>> >> >> >> EXCELLENT!
>> >> >> >> Your'e correct its time to take action! :)
>> >> >> >> Also if Universal audio doesn't announce their accessibility 
>> >> >> >> Breakthroughs for there UAD Products this NAMM show as they have 
>> >> >> >> been "whispering" about, They should be next on the list!
>> >> >> >> If you want it solved you got to get involved! :)
>> >> >> >> Talk soon
>> >> >> >> Chuck
>> >> >> >>
>> >> >> >>> On Jan 24, 2015, at 8:26 AM, Mike Lockett wrote:
>> >> >> >>>
>> >> >> >>> Hey Guys,
>> >> >> >>> This Pace issue is becoming a joke.
>> >> >> >>> The fact that we purchase products that depends on an Ilok
>> >> >> >>> authorization from a company “Pace Antiti-Piracy.i.inc.† 
>> >> >> >>> who is a where of
>> >> >> >>> the accessibility problems and still haven‬™t ¢t solve them 
>> >> >> >>> is
>> >> >> >>> unacceptable…
>> >> >> >>> Now Slau has been in contact with Pace, but there are some things 
>> >> >> >>> we
>> >> >> >>> can do to help move the process along…
>> >> >> >>>   First here’s their phone and fax nx number.
>> >> .
>> >> >> >>> Phone: (408) 377-9774Fax: (408) 377-9775:
>> >> >> >>> We should all call that number and rather its Sales or support make
>> >> >> >>> them a where of the issue.
>> >> >> >>>   The next step is to file a complaint at the “B“BBB†
>> >> >> >>> /Better Business
>> 
>> >> >> >>> Bureaus web site,
>> >> >> >>> http://www.bbb.org/losangelessiliconvalley/business-reviews/computers-hardware-software-and-services/pace-anti-piracy-in-san-jose-ca-220487/complaints
>> >> >> >>> Companies like Pace live and die by these ratings.
>> >> >> >>> I’ll give you an example of what haphappens whenhen they 
>> >> >> >>> receive a complaint
>> >> >> >>> through the BBB:
>> >> >> >>>
>> >> >> >>> “X
>> 
>> >>
>> >> >> >>>
>> >> >> >>> Complaint
>> >> >> >>> Pace AP would not respond to my issue in a timely or communicative 
>> >> >> >>> fashion.
>> >> >> >>> After purchasing a software product that uses the Ilok protection
>> >> >> >>> system, I was required to download the new License Manager 
>> >> >> >>> software to
>> >> >> >>> authorize the
>> >> >> >>> Use of the software on my computer. Prior to this, the iLok had 
>> >> >> >>> been
>> >> >> >>> working fine using the web browser authorization system and all of 
>> >> >> >>> my
>> >> >> >>> iLok products
>> >> >> >>> Were running just fine. After installing the software, I was 
>> >> >> >>> unable to
>> >> >> >>> get any of the software to operate on my computer, including the
>> >> >> >>> software that had
>> >> >> >>> Previously been authorized.
>> >> >> >>>
>> >> >> >>> After contacting Pace, they directed me to install the latest 
>> >> >> >>> version
>> >> >> >>> of software which I already had done and offered a few minor steps
>> >> >> >>> which took a couple
>> >> >> >>> of minutes and did not fix the problem either. They asked for some
>> >> >> >>> files from my computer, and they said they were working on a 
>> >> >> >>> solution.
>> >> >> >>> It is now 3 weeks
>> >> >> >>> after my first service request and I still do not have my issue
>> >> >> >>> resolved. There is no direct support line or email I can write to, 
>> >> >> >>> so
>> >> >> >>> the only way to get
>> >> >> >>> help is to respond back to any messages I receive from the company.
>> >> >> >>> During this time, the least amount of time between responses has 
>> >> >> >>> been
>> >> >> >>> 1 day, with most
>> >> >> >>> responses coming after 3 or 4 days.
>> >> >> >>>
>> >> >> >>> I have found their support system completely unacceptable and
>> >> >> >>> incapable of handling the problems they have created by releasing 
>> >> >> >>> this
>> >> >> >>> software with no way
>> >> >> >>> of ensuring that those affected will be able to return to their 
>> >> >> >>> prior
>> >> >> >>> working state. Given that the problem stems from the iLok
>> >> >> >>> authorization system, and
>> >> >> >>> not with the original company, I have no way of asking for a 
>> >> >> >>> refund or
>> >> >> >>> return on the software. I currently have over $1000 worth of 
>> >> >> >>> software
>> >> >> >>> that I've
>> >> >> >>> purchased from other companies unable to be used due to this
>> >> >> >>> third-party protection software.
>> >> >> >>>
>> >> >> >>> I understand that they are busy due to this new system, but their
>> >> >> >>> support response has been completely inadequate and I feel my 
>> >> >> >>> issue is
>> >> >> >>> getting overlooked
>> >> >> >>> and ignored.
>> >> >> >>>
>> >> >> >>> Desired Settlement
>> >> >> >>> My only settlement for this issue would be to focus on fixing the
>> >> >> >>> issue I have with the software to the point where I can use the
>> >> >> >>> products I have purchased
>> >> >> >>> without the iLok protection system getting in the way.
>> >> >> >>>
>> >> >> >>> Business' Initial Response
>> >> >> >>> First, I'd like to apologize to Mr. ******* for the lack of 
>> >> >> >>> response
>> >> >> >>> for several days after he sent us the log files we requested. Up 
>> >> >> >>> until
>> >> >> >>> that point,
>> >> >> >>> his support ticket had been handled by our support team, and 
>> >> >> >>> followup
>> >> >> >>> emails were going back and forth between Mr. ******* and our team.
>> >> >> >>> Once we received
>> >> >> >>> the technical log files, his case was assigned to our engineering
>> >> >> >>> staff. There was a miscommunication on our end as to who would be
>> >> >> >>> contacting Mr. *******
>> >> >> >>> back.
>> >> >> >>>
>> >> >> >>> I made sure that a response was sent to Mr. ******* today through 
>> >> >> >>> our
>> >> >> >>> support ticketing system. The log he sent was very helpful in
>> >> >> >>> identifying a couple
>> >> >> >>> of issues to which we have sent followup instructions. I am 
>> >> >> >>> monitoring
>> >> >> >>> his support case and will make sure that there are no delays in
>> >> >> >>> completing his case.
>> >> >> >>>
>> >> >> >>>
>> >> >> >>> Consumer's Final Response
>> >> >> >>> I was finally directed to an engineer within the company, and he 
>> >> >> >>> was
>> >> >> >>> incredibly helpful in isolating the cause of the problem and 
>> >> >> >>> finding a
>> >> >> >>> fix for it.
>> >> >> >>> He was extremely responsive to my information and allowed me to be
>> >> >> >>> part of the process for fixing the problem in the software. I could
>> >> >> >>> not have been happier
>> >> >> >>> With the interaction with the technical department, but I wish it 
>> >> >> >>> had
>> >> >> >>> taken less time for me to be referred to that department. My issue 
>> >> >> >>> has
>> >> >> >>> been completely
>> >> >> >>> Resolved and I'm extremely satisfied with the response once I was
>> >> >> >>> directed to the right place.†>>>
>> >> >> >>>   Guys This was taken from the BBB’s„¢s website.
>> >> .
>> >> >> >>> So every one who is affected by the Ilok authorization process 
>> >> >> >>> should
>> >> >> >>> file a complaint here…
>> >> >> >>> Sory for the long post…
>> >> >> >>> Time for action!!!!!!
>> >> >> >>>
>> >> >> >>> --
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>> >> >> >>
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>> >> >> >
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>> 
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> 
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> For more options, visit https://groups.google.com/d/optout.hey Chris it was 
> just a sarcastic smiley face

>   :-) sometimes windows don't read that

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