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Old 04-10-2003, 09:18 AM
Bo Walker Bo Walker is offline
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Join Date: Dec 1969
Location: Amersham, UK
Posts: 171
Default Failed iLok - UK users beware!!! DIGI! Please respond.

Following on my other post re my failed iLok and Todd's posts concerning failed iloks.

PACE contacted Bombfactory and McDSP (the authorisations that were on this specific iLok) and got the go ahead to send me a replacement. I have to say here, and I usually will sing McDSP's praises, is that McDSP ignored my email and still haven't replied to me; Bombfactory did reply and it was them who actually chased PACE to get the info as to what was happening re my replacement.

One thing I now have come across - it is a week since this whole process started, btw - is that when Pace Fedexed the iLok over it got caught, understandably, at Customs in th UK and has been sitting there for two days now. It is undergoing a "Regulatory Agency Clearance Delay". Fedex have contacted PACE to fax over a completed 'Commercial Invoice' (with a proper description of what's inside presumably). However, Pace have not responded to them as yet.

Hopefully, iloks are approved for use in the UK - Yikes what a nightmare that would be…

Highly frustrating so add all this into your studio down-time when the iLok fails. I say 'when' as I think every studio has to be prepared for this eventuality. I actually think iLok is a good idea but only if you get the customer service to back it up and smoothe out any problems.

DIGI - wouldn't it be great if you perhaps instigated an optimisation of this whole process? Also, I guess just identifying all the pitfalls that are experienced by end-users and perhaps putting an 'ILOK Failure Guide for Dummies' up on your site to guide end-users like myself through the whole process would be helpful and list what problems you may come across and how best avoid them. What down-time to expect and what help, if any, you or any plug-in developer can offer? Perhaps, communicate with Pace to streamline the whole process, for them to properly communicate with the end-user and fill out any necessary forms that may speed up things like Customs clearance etc? Small details which would perhaps keep the size of the problem escalating.


Pultec-less in th UK…
[img]images/icons/frown.gif[/img]

Still, on the bright side I still have my Sony plugs to console me (sic).
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