Kroneborge
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REFX Nexus - horrible customer service
I normally try and do the right thing, I purchase the software that I use to support the people that make it (maybe some day fans will do the same for my music). I had previously purchased. Nexus 2, as well as some expansions. However, I hadn't had a chance to work on music much because of school. So when I tried to fire things up this weekend, Nexus 2, not working. Can't seem to find the dongle. So I contact customer support... Basically told me I was a liar, trying to get a free license to sell, and the only way I could get another license was to pay another $300. Un-freaken-believeable Thus leaving me with having to get a cracked copy to use the software I paid for, or shell out another $300 bucks. Last thing I will purchase from them I can assure you. Great way to lose a customer plus all the other sales on expansions. /end rant
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Rain
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Re:REFX Nexus - horrible customer service
2013/01/28 18:06:07
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If you have a Facebook account, I strongly suggest sharing your story on their wall and/or tagging them in a post. ;)
TCB - Tea, Cats, Books...
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Kroneborge
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Re:REFX Nexus - horrible customer service
2013/01/28 18:16:01
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Good idea, I also posted this over at KVR. Hopefully their poor customer service will cost them way more in sales then just doing the right thing.
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biodiode
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Re:REFX Nexus - horrible customer service
2013/01/29 04:15:28
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That's poor as you would think they would keep a database of financial transactions. Please don't take this the wrong way but did you not keep the original box, receipt etc that Nexus was sent to you. Failing that if you paid by Paypal you could always send them a copy of the receipt from there.
www.biodiode.com https://soundcloud.com/biodiodePC Specs :-Sonar Platinum, Fractal Design Define R4 Case, Asus X-99 Deluxe motherboard, Intel Core i7 5960X Processor, Bequiet BK010 Dark Rock Cooler, 32GB - 2400mhz Corsair memory, 650W Bequiet Dark Pro PSU, 1GB XFX Radeon R5 Passive GFX, 2 x 256GB Samsung 850 Pro SSD, 1 x 3TB WesterDigital Black HDD, LG - BluRay Combo Drive, Windows 10, Kensington SlimBlade Trackball, LG34UM88C 34-Inch 3440 x 1440 UltraWide IPS Monitor
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Kroneborge
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Re:REFX Nexus - horrible customer service
2013/01/29 15:26:43
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No, they know I purchased it, I purchased it from them, they did not deny that I had purchased it, they just would not provide me with another license for a new dongle. Said I would have to buy another copy.
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dmbaer
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Re:REFX Nexus - horrible customer service
2013/01/30 15:21:57
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Kroneborge
I also posted this over at KVR.
And what a tempest you created! 23 pages in just over a day. What astounds me is how passionately a few people are defending the developer's policy. I hope (and rather believe) that the developer will get his just rewards for his anti-customer stance. He decided to avoid the very low risk (in this case) that your request was bogus and insured that a single pirated copy was not allowed to come into existence. He probably also, thanks to your publicizing your problem, kept a multiple future sales from happening. As I replied on the KVR thread, I had been looking seriously at picking up Nexus at some point. That's never going to happen now. Nice going, reFX.
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Kroneborge
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Re:REFX Nexus - horrible customer service
2013/01/30 17:04:21
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Yes, I would have to say mission accomplished. I picked up lush instead, and will take another look at zebra and dune.
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Linear Phase
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Re:REFX Nexus - horrible customer service
2013/01/31 01:33:36
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Wow lol...
Nothing else says 30 pages on kvr quite like a refx thread... lol...
too many lasers...  Sonar = audio editing ninja of a music software!
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Kroneborge
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Re:REFX Nexus - horrible customer service
2013/01/31 13:58:31
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yeah, it was a good run, though it got locked. oh well. I think I accomplished my goal. Now on to new software.
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Kroneborge
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Re:REFX Nexus - horrible customer service
2013/02/01 21:36:14
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So I decided to try a new type of whey protein. I ordered it but after a couple of days they told me it was on back order, no big deal and should ship within two weaks.. Then a couple of weeks later they said it was still on back order and apologized. So a couple more weeks later if finally ships and they send this. - - - "I would like to take a moment again to thank you for your patience during the back-order. We have shipped your order and you should receive it any day now. As a thank you, we have also issued you a full refund on your order. We thank you for your business and hope this helps to make up for the delay in receiving your purchase. We apologize for the delay and are confident that will not happen again. Please enjoy your Essential Whey and do not hesitate to reach out to us with any questions or comments." - - - Totally unexpected but amazing customer service. I hope I like this new whey protein, because I already love the company.
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Fog
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Re:REFX Nexus - horrible customer service
2013/02/04 00:12:26
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there was a thread on here a few years back.. from the owner of the ReFX commenting . it actively put me off buying any of his products... his attitude was very apparent to a point where he should have re-read what was written BEFORE posting . I'd have posted the link if I could remember the dudes name / username and companies like u-he / fabfilter etc have benefited :) I have both Lush and Dune.. the d16 lot I haven't had issue with and have a sense of humour. It's tough on ya cpu though. Dune , I've never contacted synapse .. no probs with em really I guess and mr u-he you only hear good comments about.. Lennar who do synleth1 also helpful.
post edited by Fog - 2013/02/04 00:23:58
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Bajan Blue
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Re:REFX Nexus - horrible customer service
2013/02/04 11:14:32
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With regards to GOOD customer service, take a look at this - I should also say I have NOT experienced any problems with them and have always found their service very good
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Kroneborge
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Re:REFX Nexus - horrible customer service
2013/02/04 13:25:10
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