Zugg Software :: View topic

Posted: Mon Jan 17, 2005 8:01 pm

Hello to all Zuggsoft.com,

My name is Ben; I have been a faithful user of zMUD and many products of zuggsoft for about 2+ years. I have not only enjoyed using the software but I have raved about using it to friends, family, and people who were all around stuck on finding a user friendly program for Text based games.

Now before I get into my whole problem I want people here to understand I am not angry, or trying to cause trouble, I am a person who spent money on a product and I hope to be compensated not with money, or software, just with the program I initially fell in love with.

I have had a trying life, things that I will not post to bore you with. I lived in Colorado for 3 years, and for a greater portion of it enjoyed zMUD. I bought the program which was in essence guaranteed for life. (Because of free lifetime updates, awesome support, etc...) So imagine my frustration when I moved to Iowa. Why you ask? Well I was going to download zMUD again hoping I could get my lost registration key through e-mail but offering what name I registered under, etc. I had to do it twice in the past when I first purchased zMUD because of computer crashes. So now that I was to continue my zMUD experience, and enjoy what I once did, I can no longer because of fraudulent people.

I e-mailed support@zuggsoft.com I believe it is on a few occasions but to no avail. I ask you Zugg, can you help me? I know very well that with today's modern age, I could get zMUD and registration codes galore just posted on websites, but that also would be even more fraudulent then the people abusing you. Why should I need to be dishonest to return to my experience? I understand that I could dish out money to buy the product again, but if you were in my shoes would you pay for it again? I know that you do not know my circumstances to the fullest, and I know that I do not know all the hardships you have faced to make all these products great. I do know however you would not turn any customer of yours to "steal" your product by downloading it and using a registration that was never theirs, but one obtained by fraudulent measures.

I never would turn my ways to that of a "thief." It is just not in my ways. Yet my way would never allow me to buy the product again. I know it's not that much money, but its money I would have to spend again. I have so many other things that I need money for, loans, cell phone, living, car, girlfriend(you know how that goes), yet I still wish to continue with your software. I wish not to be pushed to buy other software from any other people because I am comfortable here. Comfortable with zMUD and who I have made more than likely, lifetime friendships with.

Maybe I am wrong, and maybe I should just shut up and move on. That is what I fear. To leave my experience and "family" here at zuggsoft, for a new one with many of the other products.

I have much more to say, and that is only to the person who will help me the most.

Sincerely,
A customer who wishes for help, Crying or Very sad

Ben

I will send my e-mail to you if you wish. Even a cell-phone number. I just feel we should resolve this, one way or another.

Posted: Mon Jan 17, 2005 8:52 pm

When did you email us? We were gone for several weeks around the holidays and then were sick for a couple weeks, so we have been slower than normal with our email response. But I think Chiara is pretty well caught up. So either we missed it somehow or you didn't get our reply.

As we have mentioned several times in the forums, while our "official" policy is to no longer give out lost reg codes (you should always print out ANY registration information for ANY software in case you move, reformat, etc), we almost always reply to polite emails. As long as there hasn't been any abuse associated with your reg code, we usually send it out.

So, try sending us another email and mention this post. If you still haven't heard from us in a few days, make sure you aren't running any sort of email blocking software or spam software that might be deleting emails.

And yes, I'm also sorry that the minority of "dishonest" users/hackers have spoiled everything for the rest of us. So I always appreciate hearing from honest and supportive users.

Site Admin Joined: 29 Sep 2000 Posts: 390 Location: USA

I have record of one email from you, sent Sunday just after 6pm. Our average response time is 48 hours.

I have no record of any previous emails from you. Rest assured that I do actually answer every request that comes in. I have no idea why I did not receive your previous emails, but I didn't.

You can expect a response to your email soon.

For the purpose of this public forum, my response to your request is as follows:

When a purchase is made from Zugg Software you receive a reciept containing your registration code and stating explicitly that you will need your code in the future and advising you to save it. With this code you will be able to upgrade zMUD for free forever. We do not nor have we ever, promised to retrieve that code again in the future.

We have in no way abrogated our contract and agreement with our customers. Zugg Software does not in any way feel it is unreasonable to require our customers to maintain their own records. In view of the instability of electronic records, which you freely state, it is surprising that more customers do not take steps to make a hard copy.

However, because extenuating circumstances can occur and despite our new policy, no polite request for a registration code containing necessary information such as registered name, email address, and postal address has been turned down.

As long as request levels remain reasonable, we will be able to continue to be reasonable in our responses.

Chiara

Posted: Thu Jan 20, 2005 9:26 pm

Well I thank you,

I agree like I have said in the past you are all very helpful and go beyond expectations. I understand that you wish to have us print out the registration (which I did), and to keep the reciept (which I did), it some circumstances it may not be possible to do so. I was kicked out of my house (when I was 17) and moving all my stuff was priority, and even though I love zMUD as much as I do, it wasn't exactly the first thing on my mind.

My parents do not speak with me, and all my stuff that I kept in a file I am sure were thrown out. I understand about the e-mail however. I have had a few different names on zuggsoft.com and I have used numerous computers (home, work, friends, library) so I'm sure the IP Address would not match. This is the first time I have e-mailed you from Iowa.

I do wish to continue to my zMUD experience so I will e-mail my Possible names it was registered under, and I will let you know what the turn out is. Thank you for understanding everything and I will be sure to continue my support of everything here at zuggsoft. It's like finding the channel changer under some books after many months of it being lost a "priceless" feeling.

A very excited supporter,
Ben O'Malley

P.S. if you ever need anything let me know guys.