$395 to re-email key????

[MasterDesigns]

Since I can only get one email out of Jack from RAMS Support per 24 hour period, I thought I'd post here for some opinions while I wait for my next email reply tomorrow.

Our company did a re-structure and changed names. In the process, we lost the data on the computer that had the software keys for both our RAMS 3D and RAMS TRACE. We still have the software, but just need the keys re-emailed to us.

I contacted Jack at Rams Software, provided him our info and purchase date, and he emailed a confirmation that our paid registration was found for both products. However, he is requiring an additional "$395.00 fee for key re-generation and re-licensing of the two products". This doesn't seem right for software we have already purchased and rightfully own.

I cannot find anywhere on the RAMS website that it lists the $395 fee for updating records and re-emailing the keys. I can understand a small fee of $25 or something, but not $395!

[RAMSSupport]

Opinion:

The software and router were originally sold to a company in Tenn. in 2006. Now in 2008, RAMS gets a request for a key from a different company in AZ.

This is not a simple "Resend The Key" request. There are records to change for two products, two keys to re-generate, Two keys to e-mail and undoubtedly further support costs since we have never heard of Robert or his present company until now. RAMS has already answered many support requests from the original owner... and should (will) be compensated for any and all future services.

Bottom line is if you want to use ANY companies resources, be prepared to pay. Just below that line is the one that says... if you want to go out and gripe & complain about charges for services " YOU " want... tell the entire story.

Jack. RAMS Support

Since I can only get one email out of Jack from RAMS Support per 24 hour period, I thought I'd post here for some opinions while I wait for my next email reply tomorrow.

Our company did a re-structure and changed names. In the process, we lost the data on the computer that had the software keys for both our RAMS 3D and RAMS TRACE. We still have the software, but just need the keys re-emailed to us.

I contacted Jack at Rams Software, provided him our info and purchase date, and he emailed a confirmation that our paid registration was found for both products. However, he is requiring an additional "$395.00 fee for key re-generation and re-licensing of the two products". This doesn't seem right for software we have already purchased and rightfully own.

I cannot find anywhere on the RAMS website that it lists the $395 fee for updating records and re-emailing the keys. I can understand a small fee of $25 or something, but not $395!

[MasterDesigns]

Wow....24 hours for you to respond to my emails, and only 2 hours for you to respond to a post on a public forum. I guess I learned how to get a quicker response from you!

FYI....your post didn't tell anymore of "the story" then I had originally posted. From the PM's I've received from others on this forum today, I guess I'm not the only one that feels $395.00 is WAY out of line. Too bad others don't want to post their opinions on here due to your harsh nature Jack. Is that why Rams Software company doesn't list ANY phone numbers on their website?

I found this interesting:
Copied from a July 16th, 2007 post from Rhino3d.com
"I have not had the opportunity to try the RAMS 3D product. When I did attempt to contact them, all I got was a VERY abusive email from someone named 'Jack'. I went on the forums to see if I could find some contact information for them and what I found there was even MORE abusive conduct by this 'Jack' person. He was actually berating potential customers on the public forums. His latest tirade against one of the forum members who was trying to register his copy of RAMS 3D was totally outrageous. I feel for the poor guy (NOT Jack), but I am certainly glad that I read those posts before proceeding to attempt a purchase of their software."

[RAMSSupport]

This is the last I will comment here on this subject.

As of January 1 2007, RAMS sales and support to the public sector went to e-mail only.

As I explained in the FIRST e-mail I sent you this morning, we are busy... e-mails are answered in the order they arrive.

Check your E-mail, I replied with a SECOND e-mail right after rtesponding to your first entry here.

Nuff said.

Jack. RAMS Support

[MasterDesigns]

Copied from an email I just received from Jack at RAMS Software:
"I have flagged the reference to this license closed. If you would like to use RAMS at any future time you will need to re-purchase RAMS at the retail price."

So that is my punishment for posting this in a public forum on the internet Jack? You canceled my license and registration for the two software packages we purchased from RAMS Software? Well, if that is what it cost me to expose the truth and true dealings of RAMS Software to the public, then I feel I did everyone a service. I have EVERY right to ask if $395.00 is a fair charge in a public forum, and if you feel better by deleting my registration for the $1,490.00 products we already purchased, then you go right ahead. I've already made my assumptions on you Jack and RAMS Software, and reading other posts on the internet, I'm not the only one! No wonder manufactures are no longer bundling your software with their machines anymore.

[jhowelb]

No excuse for abusive or even abrasive treatment of customers never mind the kiss my butt and pay me for the privilege attitude.

[RAMSSupport]

No, I did not flag the account because you decided to post here. Thats fine...post all you want.

I flagged the account because in your e-mail you indicated you were not interested in paying the fee.

Jack.
RAMS Support

Copied from an email I just received from Jack at RAMS Software:
"I have flagged the reference to this license closed. If you would like to use RAMS at any future time you will need to re-purchase RAMS at the retail price."

So that is my punishment for posting this in a public forum on the internet Jack? You canceled my license and registration for the two software packages we purchased from RAMS Software? Well, if that is what it cost me to expose the truth and true dealings of RAMS Software to the public, then I feel I did everyone a service. I have EVERY right to ask if $395.00 is a fair charge in a public forum, and if you feel better by deleting my registration for the $1,490.00 products we already purchased, then you go right ahead. I've already made my assumptions on you Jack and RAMS Software, and reading other posts on the internet, I'm not the only one! No wonder manufactures are no longer bundling your software with their machines anymore.

[ger21]

$395 sounded reasonable to me. We have 2 seats of a ~15K cabinet software package. We hadn't used 1 seat in a few years, and when I wanted to install it on a new PC, we had to pay the $2K annual support fee to get the license code. And we had been paying support for almost 10 years, and it had just lapsed a few months prior.

[harley4ever]

Sounds like more of a customer service issue than the actual cost itself.

[dertsap]

does your company have the reciept for the software purchase ,i'm just assuming you would be able to find some proof of purchase seeing as how you would have used those records for tax reasons , at least then you can have something solid to show them that you did indeed buy the software
not to take sides but without any solid proof of purchase , changing the company name , moving states and loosing the computer data just sounds unreal

[MasterDesigns]

does your company have the reciept for the software purchase ,i'm just assuming you would be able to find some proof of purchase seeing as how you would have used those records for tax reasons , at least then you can have something solid to show them that you did indeed buy the software
not to take sides but without any solid proof of purchase , changing the company name and moving states and loosing the computer data just sounds unreal

When we first contacted RAMS for another copy of the key, they could not find our registration but stated "We will be happy to help you purchase the RAMS 3D and the RAMS Trace Editions and have you as a RAMS Software customer." We then provided additional info and the purchase date, and RAMS emailed a day later and told me they found our registration in the archives and acknowledged we did pay for the software, but now it would be $395.00 for the new key and to change the company name in the computer. There is no question on anyone's part that we have paid for the software and are the owners. The problem developed when I questioned the $395.00 fee, stated I did not feel we should have to pay additional money for software we already purchased, and made a post on this forum this morning asking for opinions. Out of spite, Jack from RAMS Software has now removed the option for us to pay $395.00 by deleting our paid registration and requiring us to pay full retail for another copy of the software.

[Ican]

Call ArtCam and tell them you lost your key. They will tell you how so very sorry they are for you and that for $8,500.00 they will put you right back in business. Thats while you pay $1,400.00 a year for their Advantage program!!!! Of course you do get some discounts that get you part of the Advantage program money back.... IF you don't count what you spend to get the discounts.

Like I tell my help, Ain't no free lunch! Ican.