I was banned and my money refunded.

[aladdin™]

In Oman people usually eat dinner between 9 PM to 10 PM. I got a message from HDS, from James that he is trying to contact me in USA and no one answers. I told him that both HDS and he has been informed many a times that I am not in USA and that my in-laws don't like for the world calling for me in USA as it is very irritating for them.

I told him that I have given him my contacts numbers in Oman, many a times, both my home number and my GSM (cell) number. He asked me that when I come back to USA, I can give them a call. I told him most probably, if we will be back to USA, it would be summer of 2012 and maybe later.

He said that he will call Oman now. I told him that it is fine. He then said that he tried three or four times and that no one is answering. I told him that it is not possible, as we are all in home now and the time in Oman is past 9 PM. The home phone didn't ring at all and the cell phone is next to me.

This conversation took place through chat in Support ticket. After prodding he called me on my cell phone in Oman.

He asked me, which computer I am on. I told him that I am on my laptop, the Product ID: 40***XX. He said that he has reset the all three Product IDs and I should try it now to see if it activates.

I told him that I have uninstalled Rollback Rx. During this time, my wife came and told me that the dinner is on the table and children are waiting to eat. With James I went through the following:

01. Install Rollback Rx.
02. Restart.
03. Activate.
04. Restart
05. It Activated.
06. Uninstall Rollback Rx.
07. Restart.
08. Install Rollback Rx.
09. Restart.
10. Activate.
11. Restart.
12. Didn't Activate.
13. Uninstall Rollback Rx.
14. Restart.
15. James resetting the Product ID again.
16. Install Rollback Rx.
17. Restart.
18. Activate.
19. Restart.
20. It Activated.

Restarts with Windows are not fun, they take too much time, but with SSD they are almost bearable. James kept complaining that he is the only staff who deals with all the support. I kept quite, and didn't tell him that the food on the table is getting cold. James kept telling me to ask for a refund, and I said that I don't want refund. I told him that I bought Rollback on the 5th and I am trying to work with it.

He insisted, that every time I uninstall Rollback, I have to send them a message to reset the Product ID. I told him that under the old version of Rollback one could install and uninstall Rollback a numbers of times, and then the Product ID has to be reset. This happened to me, when the old version was sent to me as a link, when I purchased Rollback Rx.

I told him, that under the new version of Rollback, it is embodied in the uninstall of Rollback, thus no longer it is necessary to reset the Product ID.

He kept complaining that he is the only staff who deals with all support. And, that in my case, I have to send them a message to reset the Product ID every time I uninstall Rollback. He said that in this case I should agree to refund. Reluctantly, I did and then I was banned from the site.

I had my dinner then and went to bed. This morning when I checked my email, the money was refunded in full, and I was told that I was rude to James, which I wasn't. I was also informed that the ban was lifted too.

Best regards,

aladdin.

[nexstar]

Very sorry to hear that you couldn't get it resolved, aladdin. I do think that HDS is probably a much smaller organisation than people tend to imagine.

It does sound as though the new activation feature isn't working as it should be, unfortunately. At least they should be aware of that now .

Graham

[aladdin™]

Originally Posted by nexstar

Very sorry to hear that you couldn't get it resolved, aladdin. I do think that HDS is probably a much smaller organisation than people tend to imagine.

It does sound as though the new activation feature isn't working as it should be, unfortunately. At least they should be aware of that now .

Graham

Dear Graham,

I have no ill feelings, and if I even did, I don't have many grey cells left to remember.

Even though my money is refunded, the relationship continues, as I have said earlier I don't break relationships so easily. I will still be a member of this forum, and still continue to learn from you, Froggie, Owl and Carfal. Of course this includes the dearest HDS Jacob.

I like Rollback Rx, and maybe once the problems are ironed out I will buy it again. Maybe, v10 or even earlier v9.

Many thanks to all you who have been kind enough to teach me. Even how stressed I was, I learned a lot in those last 20 days or so. Life is nothing but a learning process.

Kindest regards,

aladdin.

[bgoodman4]

I am sorry to hear that you have had so much trouble with Rx. I too had issues with support but in my case they occurred before I bought Rx. I had a great deal of trouble getting questions I had about Rx answered. In some cases I was given conflicting information. Fortunately I was able to get help from folks like Froggie and so I bought Rx along with the gold support package (the one time I had an issue with Rx after purchase the gold package support was fairly quick and effective).

Rx is a great program and it would, I think, be more widely used if support were better. I am glad to hear you would consider a purchase in the future since I would not ever consider running a PC without Rx,,,,,its that good IMHO and experience.

[iceman]

I have been trying to call you, but seriously there no one there to pick up the called, also on one of the support ticket that you have use abusive language at me and spoke rude at me on the phone.

In regards, the procedure that i go with you:

01. Install Rollback Rx.
02. Restart.
03. Activate.
04. Restart
05. It Activated.
06. Uninstall Rollback Rx.
07. Restart.
08. Install Rollback Rx.
09. Restart.
10. Activate.
11. Restart.
12. Didn't Activate.
13. Uninstall Rollback Rx.
14. Restart.
15. James resetting the Product ID again. <-- I did not reset your license.
16. Install Rollback Rx.
17. Restart.
18. Activate.
19. Restart.
20. It Activated.

You can see by the following screenshot:



Which means the feature does work when you uninstall Rollback Rx, the license automatically removed from our database.

[aladdin™]

Originally Posted by bgoodman4

I am sorry to hear that you have had so much trouble with Rx. I too had issues with support but in my case they occurred before I bought Rx. I had a great deal of trouble getting questions I had about Rx answered. In some cases I was given conflicting information. Fortunately I was able to get help from folks like Froggie and so I bought Rx along with the gold support package (the one time I had an issue with Rx after purchase the gold package support was fairly quick and effective).

Rx is a great program and it would, I think, be more widely used if support were better. I am glad to hear you would consider a purchase in the future since I would not ever consider running a PC without Rx,,,,,its that good IMHO and experience.

Dear BGoodMan4,

Thank you for your kind response. When I purchased my three licenses, I did purchase the Lifetime Update and Gold Support for each of the three licenses, especially the v10 which is due to be released soon with Windows 8, and would be covered by this.

Best regards,

aladdin.

[aladdin™]

Originally Posted by iceman

I have been trying to call you, but seriously there no one there to pick up the called

Dear Iceman,

The above is a very vague statement. Where have you been calling?

1. In USA:

I have told you umpteen times that I am not in USA and given you my contacts numbers in Oman. You are an IT guy, and I am sure when I open support tickets, you are logging in the IP address too. So, you definitely know that I am not in USA.

I have explained to you that my folks (in-laws) don't like to get phone calls about me all the time and it irritates them. They get 25 to 30 calls a day about me, especially from tel-marketers and it upset them a lot.

After all that, why do you go calling for me in USA? I have this in email from you that you tried to call on the 25th of this month. Also, I can not verify if there was anyone at home in USA during working hours to answer your phone calls there.

2. In Oman:

I have given you my GSM (cell) phone number in Oman which I carry 24/7. I have also given you my home phone in Oman too. We have a very big house, and we have PBX system installed in the house with 15 extensions. When it rings, it rings at every extension. Being retired, I hardly go out of the house, and with the time difference between Oman and North America, usually when some calls from North America, it is way past 8 PM when everyone is at home. Even when no one is at home, the household help answers the phone.

You called me between 9 to 10 PM when everyone was home, so there is no way the phone will ring and no one will answer. If anyone claims otherwise they are simply lying.

Originally Posted by iceman

also on one of the support ticket that you have use abusive language at me

1. On the support ticket you informed me that you are calling USA and no one is answering, thus irritating me and my folks in USA. Going against the direct wishes of a customer.

2. Then you said, when I visit USA, I should call you. I replied to you I will not be visiting USA until summer of 2012.

3. Then you said that you are calling Oman and no one is answering. I told you on the support ticket that I am next to my cell phone and at home. And, no one has called yet, and that you are lying. This is what I have posted above:

You called me between 9 to 10 PM when everyone was home, so there is no way the phone will ring and no one will answer. If anyone claims otherwise they are simply lying.

Originally Posted by iceman

and spoke rude at me on the phone.

It was you who was rude to me on the telephone.

1. HDS sent me a link on purchase for the old version of Rollback Rx, which doesn't work with SSD. I suffered for 10 days on all three of my computers for 14 hours a day. You were rude about this. Instead of offering my an apology, you kept on insisting that it is not HDS fault. It is the fault of the vendor who collected money from me.

2. You didn't offer an apology, why you are trying to call USA on 25th of this month, very well knowing that I am not in USA, and it irritates my in-laws.

3. You kept insisting that you are trying to call Oman, and no one is answering. This is explained above.

4. The activation process is not rocket science. When someone installs Rollback Rx it asks for restart after installation. On reboot it asks for activation. The activation process is either online or offline. Thus, no rocket science is involved in this.

a. When I was using the old version given by you on all my three computers, which have SSDs, I had to install and uninstall for 30+ in those 10 days as I was having problems due to the old version not working with SSDs. It activated for those 30+ install on all three computers without any problems. Definitely you must have a record of this?

b. For the next 15 days, I was using the new version on all three computers. Again, activation is no rocket science. You must have an record how many times I tried to activate online? How many times it accepted the activation? How many times it rejected the activation?

c. Also, I tried the offline activation too for these 15 days, as you have provided me with the offline Activation Code for all three computers. I told you that very rarely it activates. Most of the times, it asks for restart, on restart it says, "it is activated", but then booting into Windows it gives error, "activation exceeded". You must have an record how many times I tried to activate online? How many times it accepted the activation? How many times it rejected the activation?

5. You kept on insisting on the phone that I should ask for a refund, like I am a cancer to you. I kept on saying that I like Rollback Rx and that I want to continue with it. You kept pestering me to ask for a refund, until I gave in.

6. You kept on saying that you are the only one who is answering all those support tickets. I kept quite about this, as this is none of my business.

7. Then you came to this forum and banned me.

Originally Posted by iceman

In regards, the procedure that i go with you:

05. It Activated.
06. Uninstall Rollback Rx.
07. Restart.
08. Install Rollback Rx.
09. Restart.
10. Activate.
11. Restart.
12. Didn't Activate.
13. Uninstall Rollback Rx.
14. Restart.
15. James resetting the Product ID again. <-- I did not reset your license.

You didn't address item 12 above?

Originally Posted by iceman

You can see by the following screenshot:

Which means the feature does work when you uninstall Rollback Rx, the license automatically removed from our database.

The screen shot doesn't prove a thing. On refund, of course you have to delete me from your records and/or anytime. The screen shot show both a "delete" button and a "clear" button.

The big question is:

Why it didn't activate for 15 days, both online and offline?

Kindest regards,

aladdin.

[aladdin™]

BTW, all GSM (cell phone) have caller IDs. In Oman one cannot turn off the caller ID. So, when someone calls and it is not answered, then it gives caller ID (complete phone number) with date and time of the call. It shows all the missed-calls.

I have Samsung Galaxy S2, which syncs with my Google account, and saves all calls logs and all messages logs to my Google account, with date and time stamp.

Best regards,

aladdin.