Everytime I try to renew my license for A-A SC Pro the check out page tells me that I owe $919.54. It should only be 13.98. I would sure like to renew and I'm really glad I found out about this forum because the 6 emails that I have sent to the various email addresses over the course of the last three weeks have gone unanswered. I like the product, but, ya' know......

I'm afraid getting a response from the Lavasoft staff here is just as rare as getting a reply from them via email.

It's really too bad. They had a pretty good product here. Due to the lack of support, which I think is hilareous since I'm offering to GIVE THEM MONEY! I have no choice, but to move on to another product and recommend the same to those with whom I correspond on several forums. Good luck Lavasoft and happy trails.

I just thought I'd post the fact that I had the same problem this evening; I opted to renew my license and the amount came up as USD 919.54 as opposed to USD 13.98 - obviously I am not going to continue with the payment.

Too bad for Lavasoft.

Were either one of you going to answer this (go to URL below) or indicate that there is something being done or can we just assume that support for SE Professional is no longer available by the silence and lack of response?

http://www.lavasoftsupport.com/index.php?showtopic=1805

PeterK
I sent a message to LS SteveJ yesterday with a link to that topic - I would imagine that he is investigating the problem.

Spike

Thread moved to here:

http://www.lavasoftsupport.com/index.php?showtopic=1958

Spike

Now you see that what I said in that topic really is true.

First, I'm answering in these forums, the unanswered topics from the oldest to the newest so when these get bumped back to the top of the page, I am likely not to see them.

I did report this to Steve who in turn reported it to their ecommerce provider, as it must be a glitch on their end. Is this still happening?

I think it best to merge this topic with your other one so we aren't having two topics on the same subject in here.

Second, the best way to report a problem if you are a Pro or Plus user is to use the Customer Care Center:
where you have the option of submitting a help request by email via the Customer Care Center here:
http://www.lavasoftcustomercenter.com/
{You'll need to have your email address and password you have chosen during the registration to enter)

Meanwhile I will see if I can alert them to this topic.

People are doing this, and getting no answer. Then they come here and also get no answer. You can see why customers are getting annoyed, angry, and taking their business elsewhere.

I answered your e-mail saying the problem still existed. I tried again at 1406 hours (California time) today and sent you a reply.

Ah, ok, Thanks! I'm trying to get someone to look into this and need to know that DesertJerry!

Appreciate your input

First, thank you for addressing this issue

Second, yes this issue still exists

Third, support through email is non-existant. I sent a total of six to eight emails now over the course of approximately, what is it now, about a month or more to every address I could locate on the Lavasoft site including the alledged Customer Care Center and never received a response. If that is the best way for a paying customer to get service then my previous statements stand.

I can understand your frustration. Unfortunately all I can do here in the open public forums is bring the generic nature of the problem to their attention. Individual details needed to resolve a specific license renewal problem can't be posted nor solved in here.

Just to bring you up to date so far...This is confirmed an error at Element5 and Lavasoft is working with them to get the issue resolved. Hopefully that will be soon!

Hi all,

I've just been informed by the Support Center that this issue has now been resolved.

Please let me know if you see any futher problems

Today at 1345 hours I updated Ad-Aware for only $13.98 as opposed to the previous option of over $900.

Now I have two questions: Why was I never sent an e-mail for updating? Previous update was done on 28 May 2005.

Should Ad-Aware have stopped downloading updated definition files after I passed 28 May 2006?

I don't know the answers to your questions. My specialty is malware research, removal, prevention and helping to manage this new forum. They are working on overhauling and re-organizing many things including the support area, so hopefully you will see improvements soon. Right now they are expanding and building the new team and their new offices, so hopefully their presence in here will be more pronounced as they get things settled in.

Thanks so much for you patience!

I am glad to see this finally resolved and to hear that Ad-Aware is working to expand their new team, it is badly needed. Thank you Calamity Jane for following through with this and picking up the slack for element 5 and Lavasoft, it is very much appreciated.

Hi PeterK,

Thanks but I didn't do anything except bring this to their attention. It was all investigated and fixed by our new inhouse Support Team

Did you see the recently published August newsletter?
http://www.lavasoft.com/lavasoftnews
There are several upates on new developments but this one might interest you:
The Right People in the Right Place

I'm sure it will take some time to get fully staffed and trained and wrinkles worked out, but I'm very excited about having our own inhouse Support Team. They seem very anxious to get started and eager to start helping folks in the Support Center

I suspect there is a backlog of emails and support requests at the moment - I wouldn't be surprised if it is a little bit slow going at first.