mikey
New Member
Posts: 1
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Post by mikey on Aug 13, 2020 3:48:42 GMT -8
Had our teams dual screen mti2 sitting around because
Of Covid. We are now getting around to setting it up and
Can’t find our two activation cards. What are the options to get these
Things set up?
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Post by jameyz on Aug 13, 2020 8:33:39 GMT -8
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Post by shawngs on Aug 31, 2020 17:00:53 GMT -8
I purchased an open box/returned MTi2 from Guitar Center but did not receive anything but the monitor itself. When I contacted Slate they told me: "Refer to the following article: Selling or Buying a used Raven MTi slatemediatechnology.zendesk.com/hc/en-us/articles/360033788633-Selling-or-Buying-a-used-Raven-MTiWhile that was not right for the seller to sell the Raven touchscreen without the passcode and/or the iLok license, please note that we recommend all potential buyers to ample research before buying our products (especially used), for reasons like this. In this case, I would let your Guitar Center know that they should not have sold you the Raven without the passcode or iLok license, and they should make things right with you. Regards, Cameron Kuwada" Retailers often sell open box items without manuals, paperwork, etc. It is a very unusual practice to require a specific sheet of paper that comes with a new product for any future users to ever be able to use it. To expect either a consumer or a retailer to know this detail before buying/selling a product is absurd. It is also absurd to blame the consumer for not knowing how Slate manages their business practices in general or software registration process, specifically. A better option would be for Slate to link the software with the Serial number. If registration for a product is requested and that serial number has been used before/activated, Slate should be able to contact the original owner since they have the information from the registration. If the owner can not be contacted or if the item hasn't been registered, Slate can simply send the new owner a new passcode. |
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Post by jameyz on Sept 1, 2020 8:13:44 GMT -8
I purchased an open box/returned MTi2 from Guitar Center but did not receive anything but the monitor itself. When I contacted Slate they told me: Did you send the receipt for proof of purchase from GC?? If so they will honor the purchase, but only from Slate Dealers. If users buy the used RAVEN from Reverb, Ebay, Pawnshop, etc the original seller will need to transfer the licenses. |
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Post by jameyz on Sept 1, 2020 8:19:25 GMT -8
A better option would be for Slate to link the software with the Serial number. If registration for a product is requested and that serial number has been used before/activated, Slate should be able to contact the original owner since they have the information from the registration. If the owner can not be contacted or if the item hasn't been registered, Slate can simply send the new owner a new passcode. Here is the issue.. Somebody buys a RAVEN and then returns it or sells it to someone for a decent price without transferring the license. Now, that seller still has the most important part of the RAVEN "The iLok License" and can later decide to sell that license to somebody different, thus "double dipping" and getting a lot more money for the sale. This is a common issue with used Software Sales and most dealers are not technical enough to understand this unfortunately. |
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Post by shawngs on Sept 1, 2020 9:39:24 GMT -8
A better option would be for Slate to link the software with the Serial number. If registration for a product is requested and that serial number has been used before/activated, Slate should be able to contact the original owner since they have the information from the registration. If the owner can not be contacted or if the item hasn't been registered, Slate can simply send the new owner a new passcode. Here is the issue.. Somebody buys a RAVEN and then returns it or sells it to someone for a decent price without transferring the license. Now, that seller still has the most important part of the RAVEN "The iLok License" and can later decide to sell that license to somebody different, thus "double dipping" and getting a lot more money for the sale. This is a common issue with used Software Sales and most dealers are not technical enough to understand this unfortunately. Hi Jameyz, thank you for the reply! I did send a copy of the receipt. That is understandable about software. From a consumer point of view, they are buying a device like a printer, mouse, keyboard, Wacom tablet, etc. Not a piece of software. The expectation, even with new items, is to simply go to the manufacturers website and download the latest drivers and any software updates for the item. I do understand that some software, like vst plugins, etc. require an iLok but buying a monitor does't set that expectation. For instance, here is Dell's webpage for their touchscreen monitor. www.dell.com/support/home/en-us/product-support/product/dell-p2418ht-monitor/drivers, here is Viewsonic's: www.viewsonic.com/support/install-display-driver, and here is HP's: support.hp.com/us-en/drivers/selfservice/hp-2310ti-23-inch-widescreen-lcd-touchscreen-monitor/4184767They all allow you to simply download the drivers and, those that offer it, their software without any codes or iLok accounts. I was made to feel like I was at fault for having expectations other than what is normal. I've never been expected to have read a complete installation process prior to purchasing an item until my first interaction with Slate customer service. |
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Post by jameyz on Sept 2, 2020 8:31:10 GMT -8
Here is the issue.. Somebody buys a RAVEN and then returns it or sells it to someone for a decent price without transferring the license. Now, that seller still has the most important part of the RAVEN "The iLok License" and can later decide to sell that license to somebody different, thus "double dipping" and getting a lot more money for the sale. This is a common issue with used Software Sales and most dealers are not technical enough to understand this unfortunately. Hi Jameyz, thank you for the reply! I was made to feel like I was at fault for having expectations other than what is normal. I've never been expected to have read a complete installation process prior to purchasing an item until my first interaction with Slate customer service. I really blame GC for the customer experience as they should have put a new passcode in the box for you (we sell them extra passcodes card for this exact scenario). The fact you even needed to make a support ticket to get your software is not the user experience that is supposed to happen. |
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Post by shawngs on Sept 8, 2020 11:31:38 GMT -8
In the end I was taken care of by Slate and issued a new code. I agree that GC should have done better and they should have at least handled the process. Thank you for your help, jameyz ! |
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