PacketVideo Corp

Review: I purchased a Twonky Media Server software license from store.twonky.com (which goes to secure.element5.com/esales). From the moment I first used the software I loved it and really had no issues whatsoever until April 9th 2013 when I reported a issue about a error which causes the software not the work, the error was regarding "License Key Used by Another Server". What had happened was that I changed the network card on the machine that used the software and the Twonky Server software is tied to a MAC address, every device that uses the internet has it's own MAC address so once the network card was changed it had a new MAC address and therefor the Twonky Server software thought it was a new PC so it disabled itself. This is a cheap and easy way for the Twonky developers to prevent piracy, however it is inadequate in today's world where people upgrade their PC's every so often. I reported the issue to Twonky Support on April 9th 2013 and it wasn't until April 11th when I got a reply, they resolved the problem that same day, support ticket 21395.

In December 2013 I noticed Twonky Server was no longer working for error "Trial Expired Error", I did not have a trial, I paid $20 for the license! I figured this was a issue with their servers so I waited a few days and on December 14th 2013 I submitted a support ticket ([redacted]), the ticket was never replied to and was then closed randomly.

On Jan 11th 2014 I opened a new support ticket (22489) regarding the Trial Expired Error, that ticket was never replied to and is still open as of today.

On Jan 16th 2014 I opened a new support ticket (22517) regarding the Trial Expired Error, that ticket was replied to on Jan 21 with a useless reply from "Dan". I replied back within a couple hours, that ticket is still open as of today.

On Jan 17th I gave up and just re-ordered another license which is currently working, however because of the lack of support in regards to my Trial Expired Error I have paid double for software and have spent time trying to resolve the issue.Desired Settlement: I feel that this company needs to find a better way to authenticate the software licenses they sell. The "bind to mac address" authentication is really out of date and they need to come up with a new and better way to authenticate a software license. Additionally they need to do a complete overhaul of their support department. On April 9th when I opened my first support ticket it took two days for a reply, in the online service world that may as well be a lifetime. Most companies, even large ones like EA, will get back to you within 24 hours guaranteed.

I would like a refund for the second license I was basically forced to buy as the support department has yet to resolve my problem, which started nearly two months ago.