ginna currie said:
I ordered Aurora for myself(paid with my credit card under my company name). I have a license for Athena under my boss. My invoice was e-mailed to my boss(1st error). When I called to complain about them e-mailing my boss, Win Total sent a second e-mail to my boss confirming the change of e-mail address(2nd error). When I called to cancel because the rep "cloned" my info from my boss' account, I was told my account would be canceled, but it was not(3rd error). I have called, spoke to various reps, left messages for the powers that be and still nothing. What do I do? Any suggestions??
Ginna --
I'll get it straightened out. However, there are a few things here which, while a hassle, were implemented specifically because of identity theft concerns (and real-world examples) as well as employment disputes. We constantly get caught in the middle and have had to be involved with the FBI on a number of instances. So, this isn't just for the fun of it.
When someone orders a copy of software under a boss' license, it is still under the employer's license. We have to notify the person whose liability that copy affects.
Second, under ANY circumstances, when someone changes an e-mail address, we MUST send a notice to the original address letting them know a change was requested. That alerts someone to an employee or ex-employee attempting to hijack control of the passwords for an account. It might seem that changing an e-mail address is harmless, but it isn't. If someone wanted control, they'd request an address change, and then click "Can't remember my password" on any of our products, which sends the password to the account on record, and bingo, they're in. They can then send e-mails as though they are you, control orders, you name it. Addresses are not trivial things. The notice we send makes this clear.
I'll check into the rest, but you have to understand that this isn't all fun and games. We have specific reasons for doing things for your own protection. If all people could be trusted, this would be no problem. But any time you get an industry of a hundred thousand people, a small percentage are outright criminals. You have to remember that -- and we're on the front lines.
As always, you know how to reach me. An e-mail to me would have gotten this resolved much faster and with less hassle. It wouldn't have been public, but it all depends on whether that's your goal or not.
Dave Biggers
Chairman
a la mode, inc.
