TomHelvey
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BEWARE - Web Site Purchases [Resolved]
UPDATE: The Celemony support people were very helpful. While the charges have not yet been reversed, I'm confident that they will be. Last night I retried the purchase and it was successful so it appears that they might have worked out the false fraud hit problem. Other than the glitch in their payment processing, I'm quite happy with Celemony's response and am comfortable leaving the issue on remote for them to resolve. When I registered the Celemony essential they sent me an offer to upgrade to the editor version for $149. I went to the web site to purchase the update. After filling out my card info I got a screen telling me that either my card number or security code was wrong and the purchase was declined so I filled out the information again and retried thinking I had gotten a digit wrong but got the same result so I tried another card and got the same result. I then received fraud alert emails from both my credit cards. When I checked my accounts it turned out that all the purchases had been successful. Now I am out $450 with no upgrade. I suspect there is an issue between their German credit card processing service and the US based banks. Instead of having a smooth update experience, I now have to deal with their support across multiple time zones to get the charges reversed. What a nightmare. I've never had a problem purchasing anything through the Cakewalk site, if the same offer was available there my life would be a lot more joyous right now.
post edited by TomHelvey - 2013/10/05 13:16:34
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Sanderxpander
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 12:04:05
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That's very strange. It worked fine for me but I have a Dutch credit card. If it puts your mind at ease, their support is very quick and very helpful, I'm sure they'll make it right for you.
I once got a fraud alert on my credit from purchasing a few Appstore apps in quick succession. It's kind of standard procedure.
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STinGA
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 12:41:47
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You got an upgrade offer email?
Not here, anyone else?
Win 8 x64 Sonar X3b Producer X64 Edirol UA-101 BCF2000 A-Pro 500 Roland TD-6KV
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mmorgan
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 12:46:01
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I've always had excellent results with Celemony's support. Have you considered talking to your credit card company to get the charges reversed?
Sorry about your troubles.
Regards,
Mike Win8(64), Sonar X3e(64) w/ RME Fireface UFX.
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Sanderxpander
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 12:47:57
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If you registered X3 and Essential supposedly you should get one. Email them if you didn't, I'm sure they'll be glad to take your money ;)
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STinGA
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 12:54:23
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Lol yup, I'm sure they would - my essential has been registered and I would upgrade to editor for $149 (what's that £120-ish) as I recall through their website it's around $199. So that email is definately worth having. I will email them. Thanks.
Win 8 x64 Sonar X3b Producer X64 Edirol UA-101 BCF2000 A-Pro 500 Roland TD-6KV
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STinGA
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 12:58:22
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Wow! ......Just been back to the Celemony site, make that €299 ..... That makes that email a golden ticket!!!
Email them I will!
Win 8 x64 Sonar X3b Producer X64 Edirol UA-101 BCF2000 A-Pro 500 Roland TD-6KV
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Sanderxpander
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 14:49:19
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And then update your sig :p
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DarkMatter12
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 17:37:09
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I ordered Sonar X3 at 2.10.13 and got an email at 2.10.13 from Celemony. I upgraded to melodyne editon version and payed by credit card (germany) 149€ -> no problems 
Sonar Platinum, Win10 64bit, Core i7, 8Gb RAM, SSD 500GB, Roland XV 3080, EMU Orbit 9090, Korg M1, Boss DR-660, Eridol M-16 DX, Midisport 2x2, Roland A-800 Pro, Behringer Denoiser, Yamaha FX 500, Rode NT1, Presonus TubePre, div Plugins, Yamaha HS80m
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jb101
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 17:43:57
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Upgraded last night having received the Email. Paid on credit card with no problems. Now getting stuck in to learning it.
Someone mentioned on another thread that they had contacted Celemony after not receiving the email, and Celemony sorted them out.
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Lazyboy
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 18:05:12
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When I registered essential they gave me the offer during the registration. I took them up on it.
Transaction with credit card was uneventful, immediate, and transparent. I was able to immediately download a personalized editor version which had the new serial /reg number already in it. I didn't have to even add it. I did have to remove essential first so that when I installed the download it would know it was editor.
Thing is, I live in Milton, Wisconsin, which is the center of the universe, if you are a cow.
If it worked so well from this backwater, I'm surprised that anyone in civilization would have an issue.
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maximumpower
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 20:36:30
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TomHelvey
When I registered the Celemony essential they sent me an offer to upgrade to the editor version for $149. I went to the web site to purchase the update. After filling out my card info I got a screen telling me that either my card number or security code was wrong and the purchase was declined so I filled out the information again and retried thinking I had gotten a digit wrong but got the same result so I tried another card and got the same result.
I then received fraud alert emails from both my credit cards. When I checked my accounts it turned out that all the purchases had been successful. Now I am out $450 with no upgrade.
I suspect there is an issue between their German credit card processing service and the US based banks. Instead of having a smooth update experience, I now have to deal with their support across multiple time zones to get the charges reversed. What a nightmare.
I've never had a problem purchasing anything through the Cakewalk site, if the same offer was available there my life would be a lot more joyous right now.
I had a similar problem. I hit "pay now" and it came back and said it was declined. Within seconds I had a message on my phone for a fraud alert. I also had an email. I answered the security questions on my phone (through the Amex app). I called the CC company just to make sure everything was OK. They guy on the phone lifted the alert and verified that it was rejected and no payment was made. He waited while I tried the purchase again. It went through smoothly and I am now downloading.
Win 10 (64 bit), i7-2600k 3.4GHz , 8 GB RAM, SATA III (500GB SSD - System, 2TB WD Black - Data), Sonar Platinum x64, m-audio Profire 610
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Andrew Rossa
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Re: BEWARE - Celemony Web Site Purchases
2013/10/04 21:36:24
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Please contact Celemony. I am sure they will clear up any issues.
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Sanderxpander
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Re: BEWARE - Celemony Web Site Purchases
2013/10/05 03:42:58
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And please mark the thread as "solved" when they do.
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jb101
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Re: BEWARE - Celemony Web Site Purchases
2013/10/05 05:11:37
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Perhaps the title should be - "BEWARE - Credit Card Companies."
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