A Letter from Allen Cronce, President of PACE

[syMPh]

Dear Allen,


I sense sincerity in your letter, however, it remains that i have had two weeks of no joy. What are you going to do about getting my issue resolved? That is all i am interested in.

can someone from your company actually respond to my requests? i have submitted at least 8 requests now .....................

Do i have to take legal action and include recoupment of lost income to get your attention?

i have had enough, it's time for action.

[Chris Lambrechts]

Originally Posted by syMPh

Dear Allen,

can someone from your company actually respond to my requests? i have submitted at least 8 requests now .....................

Can you send me those ticket nrs in a PM please. I know for fact that people are being contacted and being sorted out. If you have submitted 8 tickets with ilok and all of them have remained unanswered I think something else is wrong,
Please send me those ticket nrs asap together with your contact info and avid acct info so I can create a case with Avid for you and help you get in touch with the support team from pace.

thanks

Chris

[Logichead]

Allen, I am one of those who waited to see how the new iLok.com rollout would go. I feel fortunate to have avoided the nightmare so many PACE users are experiencing, but I am waiting for an explicit "the coast is clear" message from you or PACE before dealing with iLok.com. Being out of work is not an option for me.

Please also be aware that until I am assured it is safe to do so, I will be passing on ProTools 11HD and Slate VBC, as well as upgrading Melodyne.

Live help would be a great feature for PACE to add at this point. At least a live chat, even if it is only temporary. Each day of delay does serious damage, as does each day of silence. You started this thread - you should be updating at least once a day.

Best...H

[Dave Lang]

I'm sure AVID isn't going to lose sleep over my $299 but I'm not upgrading until I am confident that PACE has sorted this out.

[guym]

I feel relatively lucky in that the (horribly ugly - you don't employ UI designers at PACE do you?) iLok software worked ok for me when I set up my new iLok with the PT 10 and 11 licences. BUT a different (surely related) error means I can't download the Strike 1.5 upgrade I bought - I get a message saying

com.paceap.ias.services.ilokremote2.exceptions.Res aleAgreementViolationException: Customer Avid is not allowed to distribute product with GUID F4C64755-D330-4CE2-BC22-7563B9F5C426

And I can't get Strike 1 working in PT10, so I'm still screwed.

Nice - I pay Avid $99 for an upgrade I can't download. ANd of course, since Avid makes talking to them impossible unless you shell out more money for an ASC you can't even talk to them about the problem that is CLEARLY a bug in their systems not mine.

Unbelievable!

Someone should definitely be organising a class action. This really has been a colossal balls-up.

And Avid, the idea that the ONLY way I can submit any kind of support request is by first BUYING access to it is both INSULTING and INCREDIBLY ARROGANT.

regard

Guy

[Perfect 5th]

Not sure if it will help you Guym, but I just called the long distance support number today. It might have helped, I had to send a bunch of documents to prove my ownership of my missing licenses but it might get sorted out, time till tell. *fingers crossed*

[guym]

Thanks, but being in Australia means that option is really expensive for me, assuming those numbers even work outside the US.

[kemwelch]

Originally Posted by toolowd

I will have to BORROW MONEY to pay overhead and payroll.

Apology NOT Accepted.

Period.

It's like buying a car and having to replace the engine every other time you want to drive. Talk about trust issues! Still, I'm hoping (almost beyond hope) that this gets fixed very soon, until it is I'm in deep limbo and I have a musical to produce!

[Top Jimmy]

Originally Posted by guym

Thanks, but being in Australia means that option is really expensive for me, assuming those numbers even work outside the US.

Sorry for not seeing this sooner, but you don't need to pay for customer service. It's only technical support that requires an ASC.


Buttdialed by me & Tapatalk

[Philthy]

After this fiasco I think you would be nuts to hostage your studio to anything Ilok.