The situation is as follows;
- One week ago, on Monday October 10 my new laptop arrived as my old one had broken down and thus I needed a license reset. On Tuesday, October 11 in the early hours of the day I went to my order page for Indigo RT and requested a license reset.
- The next day I on Wednesday October 12 I received a reply, but no resolve to the issue yet.
- Two days later, on Friday October 14 after not hearing back and because I was working on a project that needed (urgent) finishing I emailed Indigo Support separately, to see if this could be given priority as I could not use the product.
- On the same day in my afternoon (4:24 pm) I received a response and it was asked if either Indigo or RT was installed.
- I replied within minutes that it was "RT" and again I replied later in the evening (8:14 pm) to make sure the reply was sent just in case. I had hoped this issue could be resolved before the weekend so that I could spend the weekend to finish my work.
- After Friday evening I did not hear back and same on Saturday. But since this is the weekend, it's expected.
- Now it's Monday, in the evening, and still no word from Glare.
When software fails to work due to whatever reason, that costs money for the customer who uses your product to produce their own products and services. I am currently working on several projects and can not continue due to this license issue. Surely it can not be the intention that people have to wait 2, 3, 4 work days or even longer to be able to continue? I can't justify this to my clients.
It's not Glare's fault that my old PC broke down, but waiting for a license reset - that probably takes less than a few minutes to do - for several days,... I can't imagine that being the intent. So what's going on here?
