greenery
Posts: 2
Smile Score: +9
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burypromote

greenery reviewed on 20 Feb 2014
I purchased a Sente 6 license and installed it under Mavericks, following directions. All attempts to add the registration number failed with an odd error ('signature failed'). Part of this was my fault (I used the wrong email address), but I followed directions to fix this. Still no success. The support person then made a series of suggestions, all of which failed. I supplied the logs he requested and detailed reports on what I had tried. After two days of trying to sort this out, he simply stopped responding to my inquiries. After four days, when I was still unable to register and got no response despite multiple politely worded requests for help, I wrote a more firmly worded message saying basically that I required some kind of reply, and if I didn't get one, I would be compelled to file a complaint. I got an answer back almost immediately saying: No need to file a complaint, I have issued a refund you should see within a day or two. They would have saved me a lot of trouble if they had just admitted that they didn't know how to fix the problem. It's great software, but I was very unhappy with this unprofessional and rude treatment by support. And I still haven't seen the refund.
[Version 6.7.4]



burypromote
+9

greenery reviewed on 17 Dec 2013
Papers 3 is a mess, I'm sad to say. I downloaded it and imported my Papers 2 database in order to see how it worked. In the process of importing, all the work I have done on editing and merging authors was gone -- for one person in Papers 2 I have five iterations of the same name in Papers 3. Going back through the authors to take care of this would require days. In addition it's now far harder to list, compare and merge authors. Everything is more complicated, period. Also, there's nowhere on the website to talk to other users about such issues, even though it's called a 'public discussion' -- everything is viewable to staff only. There might be an easy fix for these problems but there's no way to know. I'm perfectly capable of learning new software, but the documentation has to be there.
[Version 3.0.9]



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