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30 day guarantee problem.
About Truespace Archives
These pages are a copy of the official truespace forums prior to their removal somewhere around 2011.
They are retained here for archive purposes only.
30 day guarantee problem. // New Users
Post by reaton33 // Jun 20, 2007, 5:21am
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reaton33
Total Posts: 0
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Ill try and make this short. I purchased truespace late night on may 16th for my small marketing/advertising business. I used it as much as possible only to find many bugs. Bugs that are destructive to the objects that I'm working on and they CANNOT be undone because the undo/redo commands are a gamble. yes I save often, but saving after every single push/pull is not an option. Time is crucial in this business, and having to remake all the objects over and over after the undo destroys them is not satisfactory.
I emailed caligari yesterday at the END of my 30 days instead of BEFORE like the website says. I found out that I don't meet the requirements that are not posted on the website. The sales team says they don't have the same complaints coming from other users. It didn't take me long to find several other people with the exact same issues. They also will not respond to my request for detailed information on the 30 day money back guarantee.
I gave this program all my patience and 30 days is not enough in between work and living a daily family life. I would understand not getting my money back if this was a monthly service of some kind... but its not. I purchased the program to evaluate it, there was no trial offer at the time. Now I'm at the end of my 30 days, out 600 bucks, and getting a bad taste from the cold shoulder. All I want is some answers. This only leads me to believe that you would much rather have my money then have my loyalty. Im not a liar/cheater/stealer and I expected caligari to be the same.
This is the situation so far. I don't want to jump to conclusions so if anyone can contact me regarding the 30 day money back guarantee that would be great. Otherwise, I cannot recommend this product to anyone reading this post. |
Post by Cayenne // Jun 20, 2007, 5:34am
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Cayenne
Total Posts: 144
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Hi Did you get my email from support as I have had no response from you. |
Post by reaton33 // Jun 20, 2007, 6:27am
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reaton33
Total Posts: 0
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Yes, I received the email. Did anyone in sales receive my email regarding the 30 day policy? I did not get a response from them. |
Post by reaton33 // Jun 20, 2007, 8:25am
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reaton33
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The message at the bottom is the one I received in reply to my request about details on the 30 day money back guarantee. Obviously no one bothered to make any details since they figured someone else couldn't possibly interpret the statement wrong. That's obviously not the case. I don't know about anyone else, but I didn't spend 600 dollars to make friends with tech support. My business does not allow time for that.
As I've already said, time is money. It takes time to deal with tech support, that costs me money. This is all going to cost a lot of money that I don't have to spend. Swift3d doesn't have any of these problems. Neither does blender and that program is FREE.
We have used both those programs for years and I've never had any issues like this in truespace. How would you like it if you bought microsoft word only to find out you cant type documents with it because of a bug?
If this is the final result then I won't have any problem taking this matter into my own hands. Advertising agencies dont have much trouble making sure people see a message, especially on the internet.
"Hello,
Our return policy is very simple. It asks the users to contact us at the end of 30 days and not after the 30 days unfortunately.
We would like to encourage you to please work with our technical support. I am sure they will be helpful.
Also, the very good news is that we develop our software very actively and it may be that your problem will be fixed soon.
Thank you,
Bibiana" |
Post by prodigy // Jun 20, 2007, 8:44am
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prodigy
Total Posts: 3029
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Just to know.. what kind of problems you find?? Im sure you can get many support from ts comunity to solve your problems or find how to do what you need..
just my 2 cents... :confused: im doing good??? hehehehe :D
What ever.. Reaton, im sure you will find a good solution.. ;) |
Post by frootee // Jun 20, 2007, 9:02am
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frootee
Total Posts: 2667
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I second Prodigy's notion here. There is a wide user base present here on the forums who may have run into the same problems as you have eaton33.
If you have any specific issues or problems please feel free to post!
Frootee |
Post by Jack Edwards // Jun 20, 2007, 2:25pm
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Jack Edwards
Total Posts: 4062
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If you can be specific, it may be that someone here can help you. I know when I started playing around with the 7.5 beta for the first time (through my proTeam membership) much of what I reported as bugs turned out to be my not understanding the tools/settings and "solved" to what I wanted simply by changing an option box somewhere.
I think your expectations sound a bit unreasonable though. Were you able to get up to speed and use Blender professionally in 30 days? It takes months, maybe years to learn a new 3D application.
Unless you're complaining about "Model" side (which is legacy), its likely that much of what you feel are bugs, may well be user error and not understanding the tools.
Also it's not like you are out $600. I think Caligari allows license transfers, if you're really unhappy with the software maybe there's someone here that would be happy to buy your licence...
-Jack. |
Post by DIT // Jun 20, 2007, 2:51pm
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DIT
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Hey reaton33,
I am very new to TS also but not new to forums. One thing stands out to me is that as of right now, that is while I am typing this post, is that you only have 3 posts by your name and all 3 are in this post without one mention as to what you are specifically experiencing. Tech support is great but forums like these are where you can get great support from peers. Many are very willing to share their experience(s) to help us newbies and seasoned users alike. My suggestion, one newbie to another, is to detail out your situation and I personally like screen shot jpegs to see what you see when an error message comes up on your monitor.
I just received my TS7.51 and Vray1.51 boxed version today and can't wait to go through the manual. Yes I already downloaded them prior to this but now I can dig into it and really start taking advantage of this awesome software. I am in a sort of a different field because I will use it to design and morph objects/scenes for 3D and 4D (rotary indexer) CNC work. I am really busy in my main business, so I have to read up at night when I can.
So hopefully your issues may have been already corrected and you have downloaded 7.51. Sometimes doing a clean install may also correct issues.
So I say spit out those sour grapes:( , drink up the raspberry-pomegranate juice:D and put on a smile because your TS issues can be solved.
But Like Prodigy said...
just some words of encouragement,
Michael |
Post by transient // Jun 20, 2007, 4:09pm
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transient
Total Posts: 977
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To take advantage of the money back guarantee, please contact us at the end of the 30 day period after your purchase and provide us with complete and accurate information as to why you were not satisfied with the product.
I purchased truespace late night on may 16th for my small marketing/advertising business.
I emailed caligari yesterday at the END of my 30 days instead of BEFORE like the website says.
Yesterday was well past the 30 day money back guarantee (about 4 days). I don't see what Caligari have done wrong, they've honored their part of the agreement. As a business owner you should be able to understand their position.:confused:
These forums are excellent for sorting out issues and solving problems. They're far better this way than Blender's forums (which are still okay). |
Post by Burnart // Jun 20, 2007, 6:54pm
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Burnart
Total Posts: 839
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In my experience with say electrical retailers or mechanics they are real sticklers for money back guarantees - if they say 30 days they don't mean 31 or 32 etc - and thats with a physically returnable item. With something thats essentially much more ephemeral like a computer program I would expect them to be just as stringent if not more so.
Personally I would have assumed the end of the 30th day was obviously the defined cutoff point - thats why its called a "30 day" guarantee regardless of the use of "before" or "end of" in their statements. If that language usage was confusing or contradictory to you then you should have sought clarification before the 30 days was up. I feel for you but.... |
Post by om1nous // Jun 21, 2007, 4:05am
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om1nous
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Da funny part is most business people wouldn't allow one of their own customers to do anything like this and would dutifully charge them for everything possible, but expect their vendors to act differently and bend down for them.
Can I be the jerk? Cause Caligari can't.. So lemme tell you, your life issues/family/job/whatever are shared by a great deal of people here. You're not special. And it doesn't take more than 30 days to 'evaluate' a product. You mis-judged your free time and purchased the application at a time where you blew your deadline to evaluate it. Now you want someone else to pay.
You can't learn an entire 3d application in a month. Evaluate means, to take a peek. But after peeking and refusing to ask for help while depending on your own intuition, you failed, and now blame Caligari, rather than yourself.
/rant off
I still have issues learning this software. It does things in seemingly illogical and bizzare ways, but what people say here is true. There is usually a way to do things, they're just not always immediately findable, but people here usually help you find them.
Ask a question or two and you'll see this software blows away the apps you mentioned. |
Post by TomG // Jun 21, 2007, 5:20am
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TomG
Total Posts: 3397
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Hi all,
We are of course sorry that any user is having enough frustration or problems that they want to return the software, and we would like to resolve that (which was why our sales team email referred the customer to tech support, to see if solutions can be found).
I have not seen anything of this case in particular, but given the details posted here, the 30 days had indeed expired. If this had been a time zone question, eg a shift of 12 or maybe even 24 hours, then of course we'd be lenient. It seems here though that several days had passed, and this is a difficult situation - naturally we have a binding agreement there, a 30 day guarantee, and if we move it by a few days for one, then why not a few more days for someone else, and so on.
Anyone who is considering returning the software, do please err on the side of caution and contact us before the 30 days expires - in fact, the earlier you contact us, the better, as we will then put you in touch with our tech support team to see if your problems can be solved. Naturally we want you to make good on your purchase, and sometimes it can be installation issues etc, and things can be straightened out and leave you happy and not needing the 30 day money back guarantee at all.
So if you contact us 15 days into your 30 day period, maybe we can help! Don't struggle on your own, we are there to help you resolve problems.
I would remind everyone though, if you are thinking of taking advantage of the money back guarantee, please do check the dates and contact us before the 30 days runs out. We won't track it down to the hour due to time zone differences, but we can't honor the 30 day guarantee for an indefinite period of time.
These comments are meant for all, in general, not for this specific case - I just want to be sure others out there make the best of their 30 days to get the help we can provide, and also avoid any problems should they still choose the refund option.
Best regards,
Tom |
Post by Steinie // Jun 21, 2007, 5:34am
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Steinie
Total Posts: 3667
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Of course new users can now get the demo and play with it until the cows come home!
Reaton33, you of all people coming from an Advertising Company wouldn't understand "deadlines"? :confused: |
Post by om1nous // Jun 21, 2007, 6:51am
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om1nous
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God if I never see the word deadline again it'd be too soon........ (I've worked for my advertising agency for 10 yearz...)
I'm usually on the other side of the table so I never get to say stuff like this but, I hope your second grade attempt at whining your way to victory on the public forums fails. Enjoy your new application :D |
Post by Improv // Jun 21, 2007, 2:22pm
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Improv
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Of course new users can now get the demo and play with it until the cows come home!
Reaton33, you of all people coming from an Advertising Company wouldn't understand "deadlines"? :confused:
It is REALLY hard to sympathize with someone who waits till the last minute and doesn't ask any questions about the product. :rolleyes:
After that he expects any wiggle room from Caligari? Good luck on THAT! |
Post by trueSpaced // Jun 21, 2007, 2:30pm
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trueSpaced
Total Posts: 544
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Lol you guys are being kinda mean to this guy! But truthful... Keep 'em comin'!:banana: :banana: :banana: :banana: :banana: :banana: :banana: :banana: Jk, ya, I don't think Caligari should let it slide. I was debating on whether or not to return my copy of TrueSpace 7.5 when I got it because I had no clue what was going on, but I created a login in the forums, played around with it while going into the forums to ask questions, and I'm glad I didn't get rid of it! So my suggestion reaton33, if you can't return it, make something of it. The people here at the forums will be there for you, and so is Caligari, even if it doesn't seem so!:D I hope this helps you!
-TrueSpaced:banana: |
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