Support team gone? License 'expired'?

khadrelt's Avatar

khadrelt

03 Dec, 2019 02:54 PM

Has anyone else been having trouble getting in contact with the support team? I started a private discussion with them back in the middle of November and have not had any response. I've also sent two emails to the support email address twice since then, also with no responses. Are they on vacation maybe?

Anyway, maybe someone else out there has been having the same trouble as me. Recently when Path Finder 9 was released, I was informed when I updated that my existing Path Finder 8 license was good for version 9 as well, because it had been purchased within the past year. However, a couple of weeks after the upgrade I started getting the reminder to purchase popping up when I opened Path Finder, and I discovered I had been placed back in trial mode. I tried to put my license in again, but now it tell me, "This license is expired for this version of Path Finder." So now I'm confused; am I supposed to be able to use version 9, or not? Anyone else having the same problem?

  1. 1 Posted by Dave E on 03 Dec, 2019 10:16 PM

    Dave E's Avatar

    I think there is no longer support for this product unless you pay extra for it ($8 per request, iirc), and that they are relying on forums to take care of the rest of it. Pretty shitty, imo for what the app costs.

  2. 2 Posted by cocoatech on 07 Dec, 2019 11:05 AM

    cocoatech's Avatar

    Well this forum has an obvious spam post from Nov28 so yes it looks like Support is not reading this forum.

    There is a thread I responded to from Nov 25 which has no response from support

  3. 3 Posted by khadrelt on 07 Dec, 2019 05:03 PM

    khadrelt's Avatar

    Hmm, that doesn't sound promising. I hope nothing bad has happened.

  4. 4 Posted by khadrelt on 29 Dec, 2019 03:01 PM

    khadrelt's Avatar

    Well, nearly two months after first submitting a support email, and still not so much as a hint of anything from the 'support team.' I probably would have been willing to pay for the upgrade if I had to, but not now. If this is really how the support is going to be, I'm out.

  5. 5 Posted by despecial on 01 Jan, 2020 05:07 PM

    despecial's Avatar

    Support is gone. You can see that they didnt reply to any thread in the last weeks or even month. PF is probably dead within some months.

  6. 6 Posted by ciarasweeps on 02 Jan, 2020 07:08 PM

    ciarasweeps's Avatar

    Yup tried support and sales since nov. no response.. same issue - i bought under a year since the update - a big blurb saying i had 1 year free for 9. So my 1st question was did this turn in to a subscription service and then then if its an upgrade how much? etc. Ignored. Then today i get "expired" and Buy at 36 bucks. ?? i sent another email. but ..well who knows.. perhaps i'll end up shopping for another solution. too bad since i've been using pathfinder forever.

  7. Path Finder Support Team closed this discussion on 20 Jan, 2020 05:37 AM.

  8. ciarasweeps re-opened this discussion on 06 Jul, 2020 10:27 AM

  9. 7 Posted by ciarasweeps on 06 Jul, 2020 10:27 AM

    ciarasweeps's Avatar

    so pathfinder support closed the discussion with out comment on jan 20 2020... nice
    thanks for not responding.

  10. Support Staff 8 Posted by Path Finder Sup... on 07 Jul, 2020 06:21 AM

    Path Finder Support Team's Avatar

    Hi everyone,

    Mary from Path Finder support here!

    We indeed have had some troubles with support back in the days, and some emails were left unanswered since that time, however, we're trying to do our best and resolve this as soon as possible.

    I am sorry for the inconvenience you have experienced and I'll make sure this won't happen again.

    Please feel free to write us back, and we will be happy to assist you.

    Best Regards,
    Mary 
    Path Finder Support Team

  11. Path Finder Support Team closed this discussion on 07 Jul, 2020 06:21 AM.

  12. ciarasweeps re-opened this discussion on 07 Jul, 2020 02:06 PM

  13. 9 Posted by ciarasweeps on 07 Jul, 2020 02:06 PM

    ciarasweeps's Avatar

    HI, thanks - i have resent the ticket to support.

  14. Path Finder Support Team closed this discussion on 09 Jul, 2020 08:19 AM.

  15. ciarasweeps re-opened this discussion on 29 Jul, 2020 07:27 PM

  16. 10 Posted by ciarasweeps on 29 Jul, 2020 07:27 PM

    ciarasweeps's Avatar

    HI

    So. As you asked again for support regarding the license issues and v9 on July 7

    Once again.. it was completely ignored

    ======================================
    Mary Lou
    ciara.smugmug. <http://ciara.smugmug.com/>com <http://ciara.smugmug.com/>

    Count your blessings not your woes...Count your friends not your foes; old Irish proverb

  17. Support Staff 11 Posted by Path Finder Sup... on 03 Aug, 2020 06:58 AM

    Path Finder Support Team's Avatar

    Hi Mary,

    Mary from Path Finder support here!

    As I can see on my end, the only ticket opened via your email on the date next to July 7 is the ticket about Preview info not being filled correctly

    Can you please point me to the discussion that you have opened?

    Best Regards,
    Mary 
    Path Finder Support Team

  18. Path Finder Support Team closed this discussion on 03 Aug, 2020 06:58 AM.

  19. ciarasweeps re-opened this discussion on 03 Aug, 2020 11:27 AM

  20. 12 Posted by ciarasweeps on 03 Aug, 2020 11:27 AM

    ciarasweeps's Avatar

    hi
    I sent directly to support email.. ½ dozen times since January

    And referenced it here — Support team gone? License 'expired'? / Problems / Questions / Bug Reports / Discussion Area - Path Finder Support <https://support.cocoatech.com/discussions/problems/155971-support-team-gone-license-expired>

    ======================================
    Mary Lou
    ciara.smugmug. <http://ciara.smugmug.com/>com <http://ciara.smugmug.com/>

    Count your blessings not your woes...Count your friends not your foes; old Irish proverb

  21. Support Staff 13 Posted by Path Finder Sup... on 04 Aug, 2020 05:18 PM

    Path Finder Support Team's Avatar

    https://support.cocoatech.com/discussions/problems/158241-re-introd...

    Hi Mary,

    Mary from Path Finder support here!

    I have replied to you in this discussion that you might have resent to us after not getting the responses. You would need to log in to check it as it is a private discussion.

    Unfortunately, we were not able to track any responses from any of your emails prior to these two about the licensing issue.

    Have a great day and let me know should you have anything else I can help you with.

    Best Regards,
    Mary 
    Path Finder Support Team

  22. Path Finder Support Team closed this discussion on 04 Aug, 2020 05:18 PM.

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