incredible situation. renewal problem. very urgent

[radiosity1980]

Good morning, I've been writing to you for 3 days to get the renewal. On Saturday there was a 20% discount on both the renewal of Vray (including phoenix, and other things) and the Vantage license, but your site didn't work. On the 24th, with the licenses expired and the impossibility of working, the discount was no longer available. I wrote to your support to report the problem and asking to have the discount back for both licenses, attaching various images (see below). I was told that you didn't have discounts for renewals but only for new licenses!! Which isn't true because the photo was taken of your site. Then I asked you when the Black Friday offer started, which as indicated on your site allowed you to have a 20% discount, I didn't get an answer. I find the situation frustrating considering that I've had your licenses for more than 10 years and that every year they cost more and more. can you please, I ask you on my knees, help me? I have been unable to work for two days because your site was not working. I don't think it's fair for someone like me who is a loyal customer of yours.

[kirila_borisova]

Thank you for reaching out, and I truly appreciate your patience as we address this situation. I completely understand your frustration, especially as a loyal customer of more than 10 years, and I want to provide some clarity and outline the best way forward.

The promotional discount you mentioned (20% for Black Friday) was intended for new subscriptions rather than renewals. Since your existing subscription was originally purchased with a promotion from 2023, the system didn’t allow for an additional discount to be applied upon renewal. Unfortunately, the terms of the promotion don’t permit stacking discounts, which is why you encountered this issue on our site.

If your subscription had expired and required renewal, the most suitable option during the promotion would have been to purchase a new subscription under the current Black Friday campaign. I realize this might not have been clear, and I sincerely apologize for any confusion or inconvenience this has caused.

We deeply value your loyalty and are committed to supporting you. If you have any additional questions or concerns, please don’t hesitate to reach out—I’m here to help.