- This topic has 3 replies, 2 voices, and was last updated 16 years, 7 months ago by
.
-
Posts
-
I logged in and paid for a professional subscription. I received the email confirming payment and an indication that I would receive an email in 20 minutes with my subscription code. 7 hours later, no email. I called Customer Support and there is never anyone “available”. I sent two emails that haven’t even been acknowledged. My last email demanded my money back. I may have to call my credit card company to stop payment if “They’re Eclipse” doesn’t respond soon.
I’m very sorry to hear this but we’ll look into it immediately as it’s highly unusual. Unfortunately, it’s a 3-day holiday weekend in the US and you’ve been trying to reach us on Saturday when we typically aren’t in the office. However, I’ll be sure to bring this to someone’s attention today (Sunday) so we can get it resolved quickly. In the meantime, can you please verify that the email address you’ve registered with the MyEclipse portal for dgaissert is where you expected to have the license key mailed.
To help us run this down, can you forward a copy of the payment confirmation email to “subscriptions (at) myeclipseide.com” if you haven’t done so already. With that they’ll more easily be able to track through the transaction process and see what happened.
On my side, I checked the payment processing log for your user id and didn’t find anything so something may have gone amiss between the CC processing step and key issuance. But, with the payment record we’ll be able to run that down quickly.
Sorry again for the inconvenience while we get this worked out.
My email address in my profile is, of course, correct or I wouldn’t have received the payment confirmation email. That email includes the statement “This email confirms the successful completion of your credit card payment for the MyEclipse annual membership.” My emails back to “subscriptions” contained the transaction ID which is the only number I have been given, besides the amount of my money MyEclipse has. It’s been over 24 hours and there still has not been so much as an email acknowledgment from MyEclipse “subscriptions”. This 3-day weekend would have been the perfect opportunity to get to know MyEclipse 6 and work through the features and samples. Your assurance of a 20 minute response time had me planning my weekend accordingly.
