After a reinstall of Windows I wanted to download Adaware SE Plus again (bought it 2 years ago) but I didn't succeed. It is true that my email address has changed after the purchase but the address I used then isn't recognized either.
I sent an email to "General Support and attached the emails regarding the purchase (luckily I saved them) but they don't reply at all, although I already sent a reminder. It looks as if my emails are ignored (or even deleted ?).
Has anyone tips for me to get an answer as yet ? Or is it better to forget it and use the free Adaware ?

Keep waiting, that's what I've been doing. Hopefully support will get back to you before the end of the year!

As a paying customer I'd like to know how to speed up the help too.

don't bother they don't seem to care anymore...i am uninstalling my version and will not be back to this company/program until they respect the customer again!!!

Hi tonvanrijn,
If you remember your e-mail address OR your Product ID #, try the following link:

http://esd.element5.com/regendl.html?sessi...edf9959f9b8d539

HTH

Let me know if it work for you.

At least you have something to uninstall. I can't get my PAID version to install nor can I get any support after numerous emails.
Does anyone know here how I can get my money back!

This is truly deplorable treatment.

Thanks in advance to any helpers.

Hi SonDan

Posting the same question all over the board is not helpful, however frustrated you may be.

I have answered two of your other posts about a refund already today (as well as sending you a PM):

http://www.lavasoftsupport.com/index.php?showtopic=10013
http://www.lavasoftsupport.com/index.php?showtopic=10787

The email address that you used is the correct one (please do not post it in the open forum again) - Support will get back to you in time, but are overwhelmed with repeat emails asking for the same assistance over and over again.

Provided that you make the request for a refund within 14 days, as specified in your purchase documentation, and provide the relevant purchase information, you will get a refund, in time.

The problem that you posted elsewhere, is actually that you are getting what appears to be a Windows error when trying to uninstall your previous version, AAW SE Personal.

Again, I acknowledge that you are feeling frustrated - please have a little patience and allow Support time to get to your refund request and answer accordingly.

Regards,

Spike

tonvanrijn...Lesson Learned: I'm sure next time you'll keep exe files, drivers, etc on disk so you can quickly reload. I would try to get an Ad-Watch package. Your script sounds like it's expired anyway. There are other new comparable products out there if you choose to leave Lavasoft. As 4 a reply from Lavasoft...that would be funny if it wasn't frustrating. I'll have to check the date, but I emailed them a few times on the same issue once every 30 days back in 03'. Still haven't heard from them. Backlog must be unreal!!!

I really like & highly recommend their products to friends & clients. Products are high quality...customer service would suck; however customer service at Lavasoft is non-existent. As long as there is a PC there to take my orders & a server to push out product updates, I guess that is all I need.

I purposely chose NOT to be a beta tester b/c they did not respond to my inquiries back in 03’ & if I ran into any issues; I feel/ felt I could not rely on them for a response…much less assistance. Had they responded to me back in 03’, it would have been fun to be a beta tester. I have loaded the 07’ software on friends & client machines.

"...please have a little patience and allow Support time to get to your refund request and answer accordingly. Regards, Spike." Hey Spike, curious to what makes you believe that??? Have you ever received a response? Nothing personal as it seems you are a tremendous help on this board...just a little sarcasm. From the posts I have read, it doesn't seem any improvements in customer relations have been made. Back in the day, it's lucky they weren't w/in driving distance! I wouldn't ever do it, however I can now slightly understand why individuals go postal in corporate offices.

Good Day!

Hi takenitlight,

No offense taken - light sarcasm is nothing compared some of the obnoxious/obscene posts that I have had to edit or report

Yes I have had replies from Support and yes, getting the matter resolved took time (weeks) and produced some frustrating replies from them. Took gritted teeth, deep breathing and a lot of patience - got there in the end. Some replies were same-day, some took over a week. Now I am going through the same process again - see my 18 July post here: Acessing Support Center

A few things to bear in mind: simultaneous release of AAW 2007, a new licensing system, migration of the licensing database (so I understand, which I think may have caused the "email not recognised" error message), recruitment and training of additional Support Staff, a new website a few months ago which undergoes continual improvements...

Each of these factors on their own would be relatively easy to handle - put all together, with dual support for both AAW SE and AAW 2007, and with many of those looking for Support emailing frequently (some daily), yes, it will take time.

Your advice to tonvanrijn was to the point - I learned many years ago to keep copies of all downloaded programs. A boring but necessary "house-keeping" chore.

Regards,

Spike

Seeing no reply from the original topic starter after nearly a month now, I'll assume he got it resolved. Moving this to the "resolved" section (read only). If you should have any further issues, please feel free to start a new topic.