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-   -   problem company propellerhead (https://www.propellerheads.se/forum/showthread.php?t=171106)

barreauc 2012-11-16 23:18

problem company propellerhead
 
Hello. Just wanted to share something that happened to me buy a product from Propellerhead. I have essential reason and balance. Reason I bought the upgrade for essentials, adapted and limited new and sealed. At the register I noticed that the ignition key works but no serial number. Took a week trying to reach propellerhead to fix the problem and I have not received a response by the serial number. The truth is that the company did not expect to be so slow in finding solutions to their customers.

Benedict 2012-11-17 00:25

Hi Barreauc

Welcome along and (even though I am not a Prop) sorry to hear of your frustration.

Propellerheads are a small company with a small crew. This will mean that they can't always respond to every request immediately (especially if it means conversing with a distributor on the other side of the globe).

This is one reason the Forum is so useful. Ask you question with enough information for someone to be able to give you guidance. If you approach us positively then people will help (just as I am trying to).

What I will say to you, and anyone else who tries the route you have here in this post, is that if you come on snarky then people will steer away from you. Even the people who could/should/would help you.

Reason is a super-successful product with lots and lots of happy users so that shows that 99.9% of things work and the other 1% get sorted in a fair manner. Your part is to allow the fair solution to be found and delivered.

I hope you find your solution soon. Hang in there as it is worth it.

:)

barreauc 2012-11-17 01:03

Hi, thanks for your words. My intention is to put this issue to see if someone else has gone and found solution. I'm from Latin America, where most programs used counterfeit. I bought through internet in the U.S. or Europe, so it is very difficult to find a solution in my own country.'s Why it's so important propellerhead contact. No doubt it will give solution to my problem.

moneykube 2012-11-17 04:26

did you look under your account?... your products?... registration number should be there if you bought the product from this site. https://www.propellerheads.se/prodReg/

Arsenic 2012-11-17 09:20

I appreciate that you are probably frustrated, but I also think that the language difference/translation could have made you post seem more angry than it was intended.

I apologise if I have misunderstood you.

OK. This is just something that I picked up on.

It seems the you have bought Reason Essentials with Balance.
You bought the upgrade for Reason Essentials/Reason Adapted/Reason Limited.

If I am correct so far - it would seem that you may have purchased the wrong upgrade version.

What I mean is this:

If you bought this originally:
https://www.propellerheads.se/shop/i...gory&Cat=10000

Then you would need to buy this upgrade:
https://www.propellerheads.se/shop/i...00010&Cat=1000

It looks like you have bought this upgrade:
https://www.propellerheads.se/shop/i...00011&Cat=1000

If you buy Balance with Reason Essentials, you only need to buy the standard upgrade.

The Upgrade for Essentials/Adapted/Limited is if you bought Reason essentials on its own or have Reason Limited/Reason adapted that, I believe come bundled with other hardware/software (I think Recycle used to have a copy of Adapted included).

If this is the case, the normal course of action would be to exchange it for the correct upgrade.....BUT, I would hang on until Propellerhead get back to you, as they may be able to help.


I hope the above makes some sense, and I hope you get sorted out soon.
Good luck

barreauc 2012-11-17 15:45

hi
 
1 Attachment(s)
Hi, thanks for writing. Propellerhead has no platform in Spanish then I must resort to automatic translator. I add the photograph of labeling in the upgrade box that says it is for any other reason essentials and as adapted or limited version.
*** Upon entering my mind, this only shows my record and displays essential reason Ignition Key and Balance devices. The upgrade does not show it because I do not agree. Any advice?

n0ahg 2012-11-17 15:51

Quote:

Originally Posted by barreauc (Post 1179843)
Hi, thanks for writing. Propellerhead has no platform in Spanish then I must resort to automatic translator. I add the photograph of labeling in the upgrade box that says it is for any other reason essentials and as adapted or limited version.
*** Upon entering my mind, this only shows my record and displays essential reason Ignition Key and Balance devices. The upgrade does not show it because I do not agree. Any advice?

Wrong upgrade as clearly stated on the following pages

https://www.propellerheads.se/produc...=upgrade_paths
https://www.propellerheads.se/shop/i...00010&Cat=1000
https://www.propellerheads.se/shop/i...00011&Cat=1000

omshanti20 2012-11-17 16:10

********************

bruceb 2012-11-17 17:58

Quote:

Originally Posted by barreauc (Post 1179440)
Took a week trying to reach propellerhead to fix the problem and I have not received a response by the serial number.

A week is a long time to wait and hear nothing from any company if you've bought their stuff - even if its the wrong stuff.

barreauc 2012-11-17 18:05

After looking and researching I think I know what the problem is. The product was sold in stores as upgrade essentials, adapted and limited factory because the labeling says so (see attached photograph). However, when you open it and register it only possible for adapted and limited (I have essentials)
*** If that's the problem, I would know how to fix it. I hope soon to make contact with the company. Greetings and thanks for your help.


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