Makes me wonder about backups at stardock. Cannot believe there are no backups of old installers...

BTW, just found a "DesktopX35_professional.exe" from December 2008 on my backup-harddisk. Could that one be of any value to anyone ?

That might work with one little tiny exception.

I found that as well, but the serial number listed on my apps DOES NOT @#$%ing even work with it!

Phoon, your issue is not being forgotten or ignored.  It's the first ticket we see most days.  I'll look for a specific installer for your needs but we don't want to clear your ticket (or the symptom issue) until we have a solutions in place in case it affect more people and we need a control.

Zubaz,

Thank you for providing information that is something other than the email I received noted in Reply#56.

When one hears nothing at all on an issue then gets an email like that, it causes blood pressure to skyrocket.

No one has ever told me that you guys lost the installer. One would assume you had something other than what impulse offered.

I do have the file that c242 mentions in #62 but as I said, the serial listed on my download page does not work with it.

Thank you Z. I'll have to give you a pass on a couple spelling issues now...

I'm a little hesitant to wade in, but I'm not sure I understand how the automated support system is intended to work and this might be a good place/time to get it clarified, Zu.

I've had this experience:

1. I submit a ticket.
2. I get an automated reply acknowledging the ticket (with the admonition to resist all temptation and to NOT reply to the acknowledgement).
3. At some point thereafter I get a response from support requesting additional information or giving some instructions with a request for feedback.
4. Within 48 hours I reply with the requested information or feedback.
5. A few days later I get an autoreply saying the status of my ticket has been changed to Closed for lack of a reply within 48 hours.
6. I reply to 're-activate' my ticket.
7. A few days later I get another autoreply saying the status of my ticket has been changed to Closed for lack of a reply within 48 hours.
8. Repeat steps 6 thru 8.

If I let a cycle go past 48 hours, a few days later I'll get an autoreply saying the status of my ticket has been changed to Closed for lack of a reply within 120 hours.

Mind you, all the while these email exchanges are going on, my problem is being actively worked on by support staff.  But I only know that through private emails or PM's outside the formal eSupport system.  I'd like to think that the above experience is not the intended course of events, but 1 thru 8 is what has actually happened, and it's hard to imagine my experience has been unique.  Those of us not brazen enough to nag SD staff outside the eSupport system must surely be confused and frustrated by the way this 'system' works.

(And, Yes, I know, eSupport hates me. )

The support PEOPLE are great. The support SYSTEM is the biggest piece of crap I've ever seen.

We're looking at eSupport updates, process improvements, and staffing modifications to provide better service because we really want to have people happy with their interactions with Stardock.  We also hate it when people are pissed at us.  Believe it or not, things are getting better on the back-end.  We don't talk about it much because it's a progression and no one is ever happy unless it's done.  It makes me nutty to announce something is getting done (like the CursorFX update) and then it takes weeks longer because we want the job done right . . instead of "right now".

Thanks for all the understanding you all have.  And thanks for helping out with the issues that come up in the forums.  I don't know what we would do without the community being a part of the team.  This really is the best place on the internet I've ever been a part of.  Thanks.

I second Phoon's comment.  I've never encountered anyone at SD who wasn't entirely professional, focused and helpful, and I've been around since Jafo was a skinner.  You guys are the best.  Thanks to all of you for listening.

The 'system' - ah, somewhat different story.  I hope the confusing aspects get sorted out soon.

UPDATE:

Well, the latest BETA for DXPro (3.96 which worked just fine) no longer appears as an option to download.

DXPro 3.5 is actually there now but the serial number provided does not work. AHHHHHHHHHHHHH

Phoon would be correct.

Well, shoot.  Looking into it...

It looks like Pro works fine, though Phoon may have had a bad serial.  I updated that for you, so take a look at your new serial and give it another shot.

DX Standard 3.5 is indeed having issues with OD serials, it seems.  Will let you know when I know more.

And mine? Pro won't activate for me either.