No Response to support request

[HSW001]

I have gone to your support pages twice and checked the FAQs which did not answer my problem. I got the message as follows when I submitted my question but received no email about it and no answer to the question:

Ticket Received

Thank-you for contacting PC Tools!
Your message has now been sent. You will receive a confirmation e-mail shortly, please record the ticket number 6471-5659-68 for future reference with your inquiry.

You can also view the current progress of your message at any time by visiting the ticket status page.
My original request was as follows:
15/11/06 17:16
Hi,
I got no response so far to my previous query so here it is agin: I cannot find a way to enter the new license key into Spyware Doctor to stop it saying "Subscription Expired". If I click on "Subscription Expired" it opens up your webpage where it says "Renew Now" and above it has the license key:xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx. Then if I click "Renew Now" it takes me to a page to purchase it for GBP 13.29. But I have already purchased it and obtained the license key:xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx. I tried uninstalling & reinstalling but there is nowhere to enter the new key.!!!


HELP

or let me know how to get a refund!!!

Thanks

HWASSI
I got no email about the 2 support questions that I submitted. Where is the ticket status page?

Your support system does not seem to be very responsive to customer queries

[AChen]

Hi HSW001,

It appears that you have purchased a new license code instead of renewing your currently license code, hence receiving the 'subscription expired' message. In this case, you will need to contact support. They can extend your expired license code and disable the new license code you have received.

[Support]

Hatch,

Thank you for contact PC Tools.

As the solution to your question is very specific and straight forward, this incident was escalated and has since been responded to by one of our customer support representative.

If you have further questions or unresolved problems, do reply back to that email so that our support representatives can continue assisting you.

We appreciate your feedback and are in fact striving to improving the quality and response time of our support to customers.

Kind regards,

Eric
Customer Support Services
PC Tools Customer Support Services

[Alexthegreat]

I've been in the same situation experiencing delay in response, inability of using my computer, just for a stupid procedure of renewal a license code I purchased. I've been reading the whole forum and now I realized this issue has been happening for many years and still is truly unresolved or unmanaged. I question PC Tools ability to correct internal license renewal procedures so I wonder if they'll be able to correct virus issues. Apparently those awards granted to PC Tools never read these forums

[AChen]

I've been in the same situation experiencing delay in response, inability of using my computer, just for a stupid procedure of renewal a license code I purchased. I've been reading the whole forum and now I realized this issue has been happening for many years and still is truly unresolved or unmanaged. I question PC Tools ability to correct internal license renewal procedures so I wonder if they'll be able to correct virus issues. Apparently those awards granted to PC Tools never read these forums

Please see PM to resolve this issue.