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Fetch Upgrade Problem. (4 posts)

  • Started 1 year ago by Cristian
  • Latest reply 1 year ago from Jim Matthews
  • Cristian Member

    Hi,

    I've had an issue with an upgrade for over 6 months. I have tried to contact the company to no avail; I am hoping as there are replies to these threads I might get lucky.

    I had Fetch version 5.5, and got a message prompt when I opened it to upgrade it. No warnings whatsoever in the message. After I did upgrade it (to get rid of the prompt), I found out that my license didn't work anymore.
    I told them about this issue, hoping to be able to get the downgraded version back at least, but they haven't cared to reply despite my many mails on the topic.

    I have been using Fetch since the early 90's, paying many licenses in between, but this is the first time I have been screwed over by the upgrade prompt.

    Do I have any kind of solution available, besides buying a new license for a version I don't need or was warned about?

    My interactions in chronological order:

    1.- May 12, mail sent to support@fetchsoftworks.com
    Subject: Revoked serial number: FETCHXXXXXXXXX

    Content:
    Hello.
    I got this message when updating my copy of Fetch. I hope this doesn’t mean I am expected to buy the software again.

    I rely on this program for the work I do since the 90’s; I had to buy a new license las time I think when it went to version 5.5, and now I just received the notification to update it, without warning me that the license wouldn’t work anymore. I carelessly replaced the older version without any regard about whether this new version would run or not.

    Can this issue be fixed without buying another license?

    2.- May 14, mail sent to support@fetchsoftworks.com
    Subject: Revoked serial number: FETCHXXXXXXXXX
    I have yet to hear back from you. This is an important issue, as I have been blocked out of the application, with no way to revert, forced to use a trial that expires on 5/27.

    3.- June 23, mail sent to support@fetchsoftworks.com
    Subject: Revoked serial number: FETCHXXXXXXXXX
    I would appreciate a response. This is getting absurd.
    I´ve been a paying customer for 20 years and this is the treatment I get.

    4.- Tweets on June 23 and June 25

    5.-July 27, mail sent to info@fetchsoftworks.com
    Subject: problem with upgrade (no response from support)

    Hello,

    I have a big problem with your software, and your company for its lack of response.

    On May 12, I got a prompt to upgrade my copy of Fetch. The usual pop-up window when you start the program.
    I did as told, and upgrades. Once I did that, the program reopened and said my license was no longer valid. Now, what kind of upgrade prompt is one that when you click on it you lose access to the sofware? And one as critical as a FTP client!

    Edited 1 year ago #

  • Jim Matthews Administrator

    Hi Cristian,

    I am sorry for this communication failure! I am very glad that you posted here. I answer every email, but sometimes incoming email is incorrectly filtered as spam, and sometimes my replies suffer that fate. I've gone back in my email archives, and I see 17 emails about revoked serial numbers between May and June, 2015, but none on the dates you mention, and none that appear to be from you. So it appears that your emails were discarded as spam; I apologize for that.

    I also answer any support tweet that mentions @fetchftp or @fetchsoftworks. I don't see your mentions in my Twitter client (I use the official Mac client), so I don't know what happened there.

    To address your question: I agree that it's a poor experience to install a new Fetch release, and immediately be told that your serial number has been revoked. This happens because we only update the list of revoked serial numbers when we issue a new release. So you can be using Fetch with a revoked serial number for quite a while, and only discover that when you update to a new version. It would be better if you were notified as soon as the serial number was revoked, or as soon as you started using it, and I would like to switch to such a system at some point.

    The solution to the problem is to find the legitimate license that you paid for. To do that I need more information, e.g. the name and/or email address you used to buy your license. So I'd like you to try to email me again, or else use the feedback form at http://fetchsoftworks.com/fetch/feedback . Then post a note here to say that you've done so. Hopefully this time I will receive your message, either in my inbox or in the spam folder. If I don't I will let you know here and find another approach.

    Again, I apologize for the communication breakdown, and for the experience of upgrading to a new version of Fetch only to discover that you've been using a revoked serial number. I will do whatever it takes to resolve the problem.

    Thanks,

    Jim Matthews
    Fetch Softworks

    Posted 1 year ago #

  • Cristian Member

    Hi Jim,

    Thanks for the reply! I really wasn't expecting an answer, this was my last try before jumping ship.

    I just resent they mail to support and info.

    Posted 1 year ago #

  • Jim Matthews Administrator

    Hi,

    Thanks for emailing! I just sent a reply, including the license information you should use. Please let me know if you don't receive my email.

    Thanks again,

    Jim Matthews
    Fetch Softworks

    Posted 1 year ago #

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