Failure to provide replacement license

[Mercury]

I contacted Ceedo to get a replacement license, after my flashdrive failed.. Although they agree I am entitled to a license, aweek has passed and I have still not received a license that works...So far I am extremely disappointed with the level of support at Ceedo. I have written about 10 emails, but responses are very slow and the information does not work. Promises that something will be done, do not substitute for actually following thorugh...It has been very difficult to get someone to take responsibility. Problem passes from one person to another, who repeat info that I have previously said does not work.

Unless Ceedo quickly honors it promises, I think I will think twice before buying licenses for other devices or recommending this product to others. The product is fine, but failure to provide promised support makes it an iffy situation, since flash drives do fail and you need to get a replacement license because of the way the product is protected. So far it has been very disappointing.

[Shy Morag]

Dear Mercury,
I think you got unlucky because I know that recently Ceedo has appointed a new Support manager and the support issue in Ceedo are solved pretty quickly. If you will contact our support they will solve your problem quickly and smoothly.

[Mercury]

They are resolved very slowly. It has now been eight days since I asked for a replacement license. It takes days to get a response. I have been waiting 3 days since my last email and am very unhappy.

[Shy Morag]

Maybe it didn't arrive the support. Contact them again and I am sure that they will take care of you.

[Mercury]

I contact support again. Contrary to your statement, another day has passed and I am still not getting any response. Day 9 waiting for a replacement licnese.

[Shy Morag]

Dear Mercury. I got your mail and I will send you a license today. let me know if it arrived.

[Mercury]

4 Days later. Still no license.

[menotme]

I feel your pain Mercury. I am currently evaluating the use of Ceedo for the corporation I work for. If we decide to purchase it we would need about 500 licenses just to start and then grow from there. We want to use it as a platform for the employees. I was happy with the performance of the product but I had a few questions. I sent my questions to the support group and so far I have not received a single reply or follow up. Clearly support is not what they are about. Too bad since the product seems pretty good. We won't be using it for my company since they do not care to be helpful.

[Yoav Behr]

I am really suprised from what you are saying because except the weekends every body gets a response within a day. I suggest you will contact our support and you will get an instant reply. I can assure you that Mercury gets all the support he needs and we are checking with him daily. His posts are old and he is provided with the best support there is.

[Mercury]

Yes...to follow up Mercury's problem was solved to his satisfaction. This is actually a great product. It is much better than U3, which I have also used, because it lets you use your own applications, installed to the flashdrive or other medium rather than special versions.

The only problem I have with ceedo is the DRM issue. I understand the need to protect intellectual property. At the same time, when a flash drive fails...you are paralyzed as far as using the backup until a new license is issued. They do issue the license without argument, but you cannot use your backup on a new flash drive without a new license, the old license will not work. In my case, somehow the backup would not clear the old license, and therefore the new license would not work at all. The support team at Ceedo worked until a solution was found, and everything was saved and now works. However, there should be some way to allow you to use a license on one device at one time, without getting a new license, maybe with some sort of internet check. It is clear, if you have a lot of devices and a lot of licenses, management of licenses and devices is going to become a real problem, as they fail, which some invariably will or the devices are lost, and replacements are required.

Not sure what the solution is, because this is a very good product, but the rights management is limiting its potential. A rethink may be required.