OT, but RE-Massive Pack

[KK Proffitt]

I bought a Massive Pack 8 last year and I waited 'til now to install it (I know, I know...but I've been away from the studio a lot due to family responsibilities and I've put stuff off if it wasn't essential).

Anyway, I just broke the seal and it says I have 'til March 31st, 2010 to install it.

Fine.

I go to "activation", type in the code, and it says it's been used already. I've quadruple checked that it's correct, but I get referred to customer support, which is like getting referred to the White House switchboard.

I've called Sweetwater, but I'm wondering if anyone has encountered this problem.

Sorry to take up space, but if I can't resolve this, I'm out $1295, which really, really irks me.

Thanks for any info.

[thierryd]

I've had this once with a Digi software install (I think it was an LE package). I informed my dealer, they contacted Digidesign and Digi sent me a new activation code. It all went smoothly...
Never knew why it didn't work in the first place.

Cheers,

Thierry

[KK Proffitt]

Originally Posted by thierryd

I've had this once with a Digi software install (I think it was an LE package). I informed my dealer, they contacted Digidesign and Digi sent me a new activation code. It all went smoothly...
Never knew why it didn't work in the first place.

Cheers,

Thierry

Thanks, Thierry. Good to hear it wasn't a "Massive Problem" .

[Craig F]

I've heard of GC reselling returned software and having this kind of problem

[KK Proffitt]

Originally Posted by Craig F

I've heard of GC reselling retuned software and having this kind of problem

I'm not sure what "retuned" software is, but this was Sweetwater and they say they'll take care of it. I've known Chuck Surack since he was selling Kurzweil chips on Compuserve, so I'm assuming it will be OK. It was a shock, though, to see how impossible it is to get "support" as an end user when Digi, er, ^v!>, has a problem with a product.

[sunburst79]

Originally Posted by KK Proffitt

I'm not sure what "retuned" software is, but this was Sweetwater and they say they'll take care of it. I've known Chuck Surack since he was selling Kurzweil chips on Compuserve, so I'm assuming it will be OK. It was a shock, though, to see how impossible it is to get "support" as an end user when Digi, er, ^v!>, has a problem with a product.

Returned perhaps? Sweetwaters good at taking care of things but I would rather have things straight with Digi in case theres a problem somewhere down the line.

[KK Proffitt]

Originally Posted by sunburst79

Returned perhaps? Sweetwaters good at taking care of things but I would rather have things straight with Digi in case theres a problem somewhere down the line.

Nope, I broke the "void" sticker myself. Given the hour I spent trying to find a direct line to Digi last night to email or call customer support for a defective product (no, I am not paying for that privilege), I'd much rather have a dealer who will intercede. It's one thing if you need tech help with a product, but I've NEVER needed that. I've spent the last 20 years helping other people with their ProTools problems and I've always been able to get answers from other power users. The DUC is great for support...^v!>, not so much. It's getting a lot like AT&T.

[Sweetwater Tech T]

Hi KK, Todd from Sweetwater Tech Support here. I'm positive your Massive Pack isn't a used or returned item because we got this one from directly Digidesign just for you.

I'll get in touch with Digidesign and sort this out. Then I'll get in touch with you directly.

Best,

Todd Tatnall
Senior Tech
Sweetwater Technical Support
www.sweetwater.com/support

[KK Proffitt]

Originally Posted by Sweetwater Tech T

Hi KK, Todd from Sweetwater Tech Support here. I'm positive your Massive Pack isn't a used or returned item because we got this one from directly Digidesign just for you.

I'll get in touch with Digidesign and sort this out. Then I'll get in touch with you directly.

Best,

Todd Tatnall
Senior Tech
Sweetwater Technical Support
www.sweetwater.com/support

Thanks for the quick attention to this matter, Todd. You guys truly do rock!