ASGVIS CAN'T FIND ME

[kinetic2]

I have had a problem with my second licence for V-Ray, this is my home licence and it has stopped working.
I keep getting a screen telling me to input my licence code but I cant find it and after contacting ASGVIS
direct by e-mail to obtain it, they have said they have no record of me and that they will not be issuing me with a new licence.
This was over two weeks ago, I asked the person to ask Corey to see if any thing could be done, well I am still waiting.
I don’t understand why customer’s details can just vanish, I gave my login details, company details, address the lot but still
they could not find any record of my two licence purchases.
I hope someone at ASGVIS will look at this and help me out, as I have been unable to work from home for the past three weeks. HELP…………….. PLEASE.
Mark

[-Keith]

Re: ASGVIS CAN'T FIND ME

Hello Mark,

In order to locate a purchase we need more then just your name. When I looked at your email address I found only one username regestered to it and no purchases on that user name in fact that user name does not have any contact info aside from the email address.

If you purchased through a reseller that can complicate things because they do not always give us your information.

I am sorry that you are in this situation. A receipt is proof of purchase and you are responsible for keeping a copy of that in case this kind of situation happens. You will need to search your records for anything, anything at all that can help us find you. So far you have given us a nothing to work with.

[-Keith]

Re: ASGVIS CAN'T FIND ME

BTW, feel free to reach out to me again personally when you do find something. We are a small company so I am the entire support department. I answered your first call your emails and this posting. Corey recognized your name but was unable to remember when or even if you did purchase. I am sorry that I did not call back I had lost your number.

Mine is 443-378-7124 x107

[dkendig]

Re: ASGVIS CAN'T FIND ME

I would like to take a moment to emphasize that Keith is the guy you talk to when you call, when you email us, in our instant chat, and when you post on the forum (with the exception of Fernando). Contacting Keith through any of these channels is going to yield the same result, although e-mail will be the fastest way to get to that same end result (since it's infinitely easier to multitask email versus phone). I only mention this to help ease any stress or confusion that you or anyone may have about our current support process.

Keith is correct though, our database of license information is a lot like Google. We have lots of information at our fingertips... but without the right key words or search terms, it's almost impossible to find anything. Also, since we don't have a software registration process (the annoying popup that some software packages have, asking you to fill out your specific customer information, license, etc.) We solely rely on sales invoices and our license database to locate anyone. As a result, if you didn't purchase our software directly through us, it's possible that the reseller never gave us your information, which would mean that either we don't have your license associated with your user information, or we don't have any record of your user information at all, because there would be no sales invoice, and your serial number would still be associated with the reseller you went through (when they bought the license from us, they were the purchaser, so the license was associated with their information. Without having that information updated by the user, or by the reseller, it would remain associated with that reseller in our records).

[kinetic2]

Re: ASGVIS CAN'T FIND ME

Firstly let me thank you for taking the time to reply to this issue I am having,
and to assure you I am not in receipt of stolen software. At the time two licences were purchased,
one for my place of work and the other for my home PC. The software was purchased direct from
you using my director’s credit card.
If you are able to search my work licence by e-mail address then maybe you could search for my home licence,
my home e-mail address has changed since the purchase was made.
My old e-mail addresses were braes.view@blueyonder.co.uk markohanlon@blueyonder.co.uk

Thank you for your time and effort on this matter.

Regards
Mark O’Hanlon

[kinetic2]

Re: ASGVIS CAN'T FIND ME

I now have the relevant account statement that shows the transaction between our two companies for the purchase of two licences, can someone now deal with this as a matter of urgency, and not via a 2 – 5 day support ticket.
Regards
Mark

[-Keith]

Re: ASGVIS CAN'T FIND ME

Hey Marko, We are super busy at the moment but please send it to authorizations@asgvis.com which typically has a faster turn around time when it is an authorizations issue (which yours is).

I want to be clear no one was accusing you of stealing or receiving stolen goods. This is the same as any other transaction, we do our best to have the records of every transaction but there are times where user information changes or is not supplied to us. I am curious to see where the disconnect stemmed from so I am likely to camp out in the authorizations inbox just find out.

[kinetic2]

Re: ASGVIS CAN'T FIND ME

The proof of purchase was received by Keith at ASGVIS and he has responded to me via e-mail with two new codes.

Thanks Keith for your response and for resolving this issue in a quick and timely manner. Case closed job done, thank you.

Regards
Mark O’Hanlon

[-Keith]

Re: ASGVIS CAN'T FIND ME

All in the line of duty. Sorry that it had to be such a hassle.