Let me tell you the story… – Yes, I am a friend of paying for software and surely any company can do whatever they deem necessary to protect their work. – I have been using Nexus for many years now and also invested into some expansions which though they sound “generic” make music creation a rather fast process and then your task to replace those sounds with your own version.
You may noticed that my blog got sleepy and this is .. yes, I turned a father and have hardly anytime for creating music… – Not until 2 days ago when I wanted to get started again and though I know my little daughter (2yrs) is very curious about keyboards and equipment I manged to keep the dongle “out of reach”. When I relocated from Switzerland the dongle was even in my onboard luggage, that’s how much I took care of it… – Needless to say, my baby girl got hold of it and now its “gone”… who knows where it is, maybe rubbish, maybe toilet, maybe hidden somewhere, … fact is I can not find it even after asking help of my wife to hunt for that little piece of hardware…
OK, I thought, cannot be that bad, just email the support of reFX and explain what happened and surely they will be able to offer me a new activation code once I purchased another USB eLicenser dongle.
Now here is what I received in response:
I’m sorry to hear about your lost eLicenser. Unfortunately, each Nexus2 license can be downloaded only once. Licenses have intrinsic value, like cash. We can’t remotely disable licenses, and we can’t replace lost licenses.
Expansions will work with a new Nexus2 license. You don’t need to buy your expansions again. We can offer a 10% discount on a new copy of Nexus2. With the 10% discount, you’d pay USD 224. Would this interest you?
Great, so in other words I am “scrxwed” … Is that customer service? Certainly not, as Steinberg does offer new activation of their software in case of issues with your eLicenser. So how come reFX does not? Furious about their answer I wrote back how disappointed I was and that I did not expect this reply neither am I willing to pay for the software I already own again. Why would I? Just because I lost a piece of hardware with a value of some 10$?? Why did they not tell me prior purchase: WARNING: If you loose our copy protection dongle you are fxcked!!!
Anyhow, here is their reply to my response…
I’m sorry, but I’m afraid that we simply aren’t able to provide free replacements for lost Nexus2 licenses. Because we are not able to deactivate eLicensers remotely (we cannot access anyone’s USB eLicenser remotely), and because we are not able to verify claims of lost licenses, providing free replacements simply isn’t possible.
Again, I understand that it’s frustrating to lose a valuable possession, but I’m afraid that there really
isn’t anything that we can do in this sort of situation. As with any other small but valuable item (a phone, a piece of jewelry, etc.) once the license is in your possession, it is your responsibility to keep track of and take good care of your Nexus2 license.
Unfortunately, this policy is necessary for copy protection reasons. Although we would like to be able to
replace licenses for customers who misplace their USB eLicenser, this simply isn’t possible. If we were to do so (provide free replacement licenses upon demand), what would prevent anyone from claiming to have lost their license, and demanding extra licenses that they could then sell, give away to their friends, etc.?
Hopefully you can see how wide open to abuse such a system would be, and why it isn’t feasible for us to
implement this sort of policy.
I’m sorry, and I wish that there was more that I could do, but I’m afraid that it simply isn’t possible for us to offer a replacement license in this sort of situation.
Yes, disappointing indeed. A big lesson for me… I will stay away from reFX products now and in future and am sorry I ever invested into their product range. – Guess, reFX this is the publicity you are looking for in response to your customer service? – I am sorry, but that’s not how you should treat your customers!
So, if you loose your dongle.. you are in bad shape. Steinberg does offer replacements and is able to support you but reFX seems not capable in doing so… so, go for Dune2 or Sylenth1 instead and dont buy into the Nexus range…