Disappointing Customer Experience with Image-Line

Discussion in 'FL Studio' started by [email protected], Nov 21, 2020.

  1. mark@WFstudios

    [email protected] Member

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    Hi everyone,

    Just recently I have been faced with a rather disappointing customer experience with Image-Line.

    I bought FL Studio 7 XXL (Signature Edition) back in 2007 or there abouts, and I have had a Image-Line user account for approximately 13 years with no issues.

    However, this changed in Novemeber 2020 when I tried to log in to my account to take advantage of the black friday specials to upgrade my FL Studio from "signature edition" upto the "all plugins bundle".

    Login authentication failed, password recovery authentication failed which indicates that my email address did not exist in Image-Lines database.

    I tried contacting [email protected] via email and explained my situation, no reply for 15 business days and counting.
    So I decided to try create a user account using the same email address which was successful and confirmed that indeed my email address prior did not exist in Image-Lines data base.

    So I tried creating a support ticket on my account explaining my situation. I recieved a fast reply on the same day but unfortunately they were unable to provide any answers or solutions and just directed me to contact [email protected] for further support.

    All I am wanting to know is why did my account disappear without any official explanation ? and how can I re-obtain my account and FL Studio Signature Edition licence ?.

    5 business days and counting, still no response from Image-Line yet. It is possible that my issue may get resolved in due time, however 20 business days with no answers is just not very satisfactory.

    I just wanted to share my experience and I will update this thread if the issue ever gets resolved, but when you try to be a supporter of this industry and have experiences like this, you really can't be mad at people for using cracked versions.

    Anything from poor customer support, to poor product protection schemes, to usb dongles, to over priced products etc.... I try to be a supporter and have probably spent close to 10k - 20k on software, but sometimes its just discouraging to try and be a supporter.

    Take care everyone.
     
    Last edited: Nov 21, 2020
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  3. The Pirate

    The Pirate Audiosexual

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    It happens from time to time. Example of reasons could be fraud or that someone got a hold of your account and password, and substituted your email resulting in you being kicked out of your account. What you should do is find any old emails from IL, get copies and send them to the pertinent departments. They will be able to find out what happened. I doubt that they will help you without any proof that the email in question belonged to you.
     
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  4. mark@WFstudios

    [email protected] Member

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    It would be a bit rediculous if there is no email authentication required to change that type of sensitive information. Im not completely sure if Image-Line has that level of protection implemented or not.
     
  5. DJK

    DJK Rock Star

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    happened to me like that, i bought producer edition in 2006, never really used it, but i installed a version from R2R to unlock the other plugins, so when i updated to the latest legit version and tried to log into my account it was blocked, so i made a support ticket and got the same reply please contact out legal team, the reply was that my account is suspened because i installed a crack version and they knew about it, i didnt block image line in my firewall so they got the telemetry about my reg file, so im not saying you installed a crack version, but if you did then thats the reason.
     
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  6. mark@WFstudios

    [email protected] Member

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    Thanks for sharing your experience.

    I can say with certainty that I have never installed a cracked version. Hopefully I get some kind of answer from Image-Line eventually.
     
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  7. uhub

    uhub Ultrasonic

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    It's clear your account has been hacked, but this is the first time i see it with FL. I saw many posts containing accounts of Ableton, Waves and Serato DJ in hacking forums this year.

    So all you can do now is show them your old emails from FL, i don't know whether they can restore your account or not but you can try, good luck.
     
  8. aymat

    aymat Audiosexual

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    Ive always had the most luck contacting organizations directly through their social media, specifically twitter. Most companies will go out of their way to make sure that your problem is resolved quickly in the public eye to save face. It's a bit lame that some wont do that through their standard support channels but it's worth giving it a shot: https://twitter.com/image_line?lang=en
     
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  9. Vader

    Vader Platinum Record

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    You should have a regkey from IL.
    Open it with notepad, copy the info, and sent it to ImageLine for them to confirm your ID.
    If you bought a Boxed version, you should take a picture from your serial.
     
  10. mark@WFstudios

    [email protected] Member

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    It was a boxed version but unfortunately I threw away the user guide with the printed serial code sticker on it many years ago as I registered onto my account and never suspected I would be faced with a situation like this.
    I am usually good at keeping backups etc. This must be one of the only things in my collection that I did not backup the serial code into a text file for my records.
    The serial code was on my user account for all those years I just never thought to put it into a text file but its gone now, lesson has been learned.
    I have already provided Image-Line support with my FLRegKey and other evidence I could gather, unfortunately the FLRegKey seemingly has no serial code number in it, hopefully all the other information in the file can be useful.
     
  11. realitybytez

    realitybytez Rock Star

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    that has also been my experience.
     
  12. mark@WFstudios

    [email protected] Member

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    So how exactly do you suggest to approach the social media ? Do I explain my full situation with all of the details without holding back ? I don't have any social media but I would be willing to create a account if it comes to that.
     
  13. recycle

    recycle Audiosexual

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    I remember buying a cubase in the 90's that had this dongle:
    [​IMG]
    Every time I plugged it into the port, my computer would go bluescreen. The shop where I bought it could not get out of the problem and in those days online customer support was non-existent.
    Sometimes you have to use oblique strategies: matters of principle waste time and energy, I abandoned the legit cubase to use a cracked one (Radium release) which was perfectly fine.
     
  14. realitybytez

    realitybytez Rock Star

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    i wouldn't disclose personal details, but maybe something like this:

    I bought FL Studio 7 XXL (Signature Edition) back in 2007, and I have had a Image-Line user account for approximately 13 years with no issues.

    However, this changed in Novemeber 2020 when I tried to log in to my account to take advantage of the black friday specials to upgrade my FL Studio from "signature edition" up to the "all plugins bundle".

    I tried contacting [email protected] via email and explained my situation. All I am wanting to know is why did my account disappear without any official explanation? And how can I re-obtain my account and FL Studio Signature Edition licence? But still no response after 20 business days and counting.​

    unfortunately, when i have done this in the past, i had photos to post to show why i was dissatisfied with the service provided. it's going to be a bigger challenge if you can't at least show some proof of purchase.
     
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  15. mark@WFstudios

    [email protected] Member

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    I find it kind of perplexing why the serial code information wouldn't be in the FLRegKey file. It has a FLStudio User Name and a FLStudio Webpass, but no serial code. I am not sure if this is enough to satisfy the proof of purchase or not.
     
  16. Jim Von Gucci

    Jim Von Gucci Ultrasonic

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    Doesn't sound legit, I thought they would want to help people upgrade off their cracked versions. :rofl:
     
  17. mark@WFstudios

    [email protected] Member

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    What do you mean exactly ? There are lots of people who pay for software but may end up preferring to use a crack version because if its cracked properly like R2R's work, it will load faster, use less memory, and be less intrusive with your internet to phone home in alot of instances.

    I think its wrong for companies to hold that option against real customers and punish them.
     
  18. Epcot

    Epcot Ultrasonic

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    Re-buy it.:yes:

    Because a new cracked version is not going to be posted any time soon. All DAWs are posted on the sister site promptly on time when you need them, except this.:no:
     
  19. mark@WFstudios

    [email protected] Member

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    Yeah, ill be considering it within the next 8 days while the black friday discounts are still available. However im primarily a Cubase user and I just wanted to experiment a little more with incorperating FLStudio rewired into my workflow to use it for the sampler.
     
  20. Epcot

    Epcot Ultrasonic

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    Or maybe the cracker is waiting for the Black Friday to end and then sends the cracked software.

    Hard choice for you.:rofl:
     
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