panorama software,virtual tour software
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Joined: 2005-06-08
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2008-07-07
#1

Customer Support

I saw that another member indicated delays in getting responses from customer support.  Does anyone know what is going on?  I have been emailing for days and I even called during their "slots" to see if I could get assistance.  The problem is that my computer was hit with lightning and I am now trying to get a new one up and running.  I can not load Tourweaver 1.3 or Panoweaver 4.0.  I understand that it gets registered to one system and support needs to do something on their end so that I can reinstall it on another system.  In addition, I tried to download the Panoweaver 4.0 trial for the time being but am getting .dll error messages when I try to open the program.  I do real estate tours and have atleast 10 waiting to be created.  My clients are extremely ticked off with the delay and I feel helpless at this point.  Any suggestions would be greatly appreciated. 


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2008-07-09
#2

I too have been trying to contact Easypano on Kim's behalf.

I have been chatting with a friend of mine in China.  He is making a phone call to the Easypano's office.

Texas 8:50am [0850 hrs] 9July 

China 9:50pm [2150 hrs] 9July at night

Word back from China - Easypano is still in business.  Apparantly issue is  Email server crashed, and overload of spam 200 -300 emails each day.


/s/
Dave
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2008-07-09
#3

Hi there

Yep - still no reply to my question about my NEF files not working (still think I could be doing something terribly dim and it not being an EP issue though).

Thought I'd mention this just to let people know that it support still seems to be an issue although I did get an exceptionally helpful reply from Genseng about my PW on 2 computers issue.

Could they be getting some messages and not others?

HTH


sales@actualeducation.co.uk
www.actualeducation.co.uk
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2008-07-09
#4
Most likely - when their server crashed.. some email could have been trashed in the process.
/s/
Dave
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Pano2VR


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2008-07-10
#5

That would make perfect sense as my PW5 issue was solved as promptly as I'd come to expect from EP.

F


sales@actualeducation.co.uk
www.actualeducation.co.uk
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2008-07-07
#6

You are correct that the programs are registered to one system. What you would normally do is "transfer" the key from one computer and then "transfer" to the new computer. But with the lighting hit I'm sure you can't do that.
Try this: Log in to Easypano on the new computer then click on "support" in the drop-down click on "retrieve key" and try to load the programs with the key.
If all else fails email to joe@easypano.com I think he is the best go to person.


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2008-07-07
#7

While it is 11am Central Texas Time Monday 7 July 2008 in Texas

My Gadget clock says it is 12 midnight/morning on 8 July 2008 in Beijing China.

I am not yet seeing Easypano rep on MS Live instant messenger as I write this comment.


/s/
Dave
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2008-07-07
#8

Thank you both for your responses.   I can not retrieve the key because the site is not recognizing my password which I know is correct and although it says my request for the password to be emailed to me was successful, I have yet to receive it.  As a matter of fact, I have not even received confirmations that they received my tickets.  In addition, I called tech support during the times listed on their website for Eastern time.  I did email joe@easypano.com and I await a response from him.  I have to say that this is extremely frustrating.  This is a far cry from the way their customer support used to be.  I have officially lost one client.  Let's see how many more I can lose by the time they get back with me.