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Software Companies and Lost Serial Numbers?
Frustrated by "Customer Support" asks: "My company purchased a retail boxed piece of software from a small company about 8 months ago, before I worked here. My predecessor was not organized at all, and he misplaced the serial numbers. Now it's time for that software to get reinstalled, but we're unable to due to the missing numbers. I contacted support for the company, and they indicated that they were unable to provide replacement keys, even after I faxed them my proof of purchase. The company claims it's the customer's responsibility to keep track of the keys, and that they're unable to supply replacements as the key could still be used to run there software. I find this totally ludicrous, as we've paid for a license to use the software. So Slashdot, does a missing serial number or software key invalidate your license to a piece of software that you purchased? Does one have any recourse to get a replacement serial from a company that won't supply them? Does one purchase software or do you purchase serial numbers?"
Just search for a serial number or a crack for the software, and then never purchase software from that company again.
Why the secret? Who is this company and what's the name of the product?
Some of us might be in a position to buy or recommend this kind of software someday, and the information may help guide our choices.
Of course I don't usually use proprietary software, and especially not one with these kinds of ridiculous terms. If you hand your rights over to a company (specifically, the right to run a piece of software legally obtained, which is spelled out in copyright law), you will get burned sooner or later!
Further, is it actually illegal to grab some keys off the net for products you have purchased? They say they can't replace them. In the event of them coming down on you, how would they verify that you had "illegitimate" keys?
:wq
Another great way to not loose keys is to just write the keys on the cd's with permanent marker....has worked wonders with me for years
(We're also assuming that you have in fact purchased the software in question, and are using either duplicate serials or pirated serials for the sake of convenience.)
Software companies don't care if their products are licensed properly...that's just a means to an end. What they are really concerned about is whether or not they have your money.
____
~ |rip/\/\aster /\/\onkey
We contacted whoever owned ARCServe back then (this was around 1997ish), and they couldn't believe it, but they said "Okay, send us proof of the broken disc, and we'll send you a new one". So I told somebody in the department to fax them the disc. An hour later they returned with the pieces. "Uhh... how do I... err...?"
So I walked them over to the photocopier, laid down the pieces, copied them and handed him the copy. "There. That should be easier".
Heh. Temporary cognitive disconnect in an otherwise intelligent person. I still picture them standing in front of the fax machine with the cover sheet, parts of the disc and a determined look.
--
Evan
"$30 for the One True Ring. $10 each additional ring!" -- JRR "Bob" Tolkien
Read the EULA for the app if it's handy (or available), just to make sure, but I believe in most cases using a keygen (if one is available) to get the application installed and running isn't actually against the EULA (which just wants you not to run the app on more than one computer without multiple licenses or copy it for your friends).
You can show you've paid for the application. You can show you've tried to resolve the situation in good faith with the vendor, and presumably you can show they were uncooperative. Obviously, you don't tell them you're using the keygen, and you keep complaining to their support group and even their ownership until you get your key back, but you've got your application up and running at least.
If they do somehow figure out you're using a keygen and get huffy/legal with you, you've got plenty to show a court that you are entitled to use the application because you paid for it and that you tried to clear it up with them.
It goes without saying you shouldn't (if you have any choice) do any business with a company like this again. Also, though you already know this, keep better track of keys next time as well.
The only other helpful suggestion I've seen here so far is to keep pestering the company's support team until they cave in, or get the BBB or AG involved (or both). Trying to contact the company's owners or upper management might be a good idea, too.
One final tip: if you've been dealing with the support minions by phone or e-mail, stop. Do it in writing, to leave a paper trail and give them a better sense of urgency about the problem. Make it clear that you will not stop until they make this right; letters are far more powerful and effective in this than persistent phone calls or e-mails.
Read my stuff.
Imagine if you bought a book that had a lock on it. You received the key with the book as you purchased it, and were able to unlock the book to read it. Now imagine that you lose that key. What can you do? You could force your way into the book or try to get a locksmith to make a new key for you. But it's your copy of the book and you have a right to read it anytime you like, right? In fact, if you got sick of unlocking the book evertime you wanted to use it, couldn't you just bypass the lock altogether?
With propietary software, you have no such rights. In fact, the rights you do have are surprisingly few. Let's pretend you were using the software and the company that made the software fell off the face of the earth. Now you have no recourse whatsoever. Let's consider that you are using the software and you discover an error. Are you allowed to fix it? At least with the book, you can mark in your copy and even add or remove pages. But you can't do that with the copy of the software you purchased.
Let's say you like the book a lot, and you want to share it with your friends. That's totally legal with a book, but not with software. Some licenses are so restricted that you can't allow more than one person to use the computer if it is installed on that computer.
Stop paying people for limited rights to use software. Start contributing to the solution: sensibly copyrighted software in the free and open source communities.
The radical sect of Islam would either see you dead or "reverted" to Islam.
Truth is stranger than fiction. The Treasury Department will replace damaged or destroyed currency if you can supply satisfactory proof to them.
Mea navis aericumbens anguillis abundat