--Michael Rocco, Ann Arbor, Michigan
OYS responds: An NCH rep told us that the expiration notices Rocco received could not have been due to a malfunction with the original software. The rep suspected that Rocco--or someone with access to his PC--might have tried to install the latest version of WavePad software from NCH's site. The license key he bought with the original software would not work with the newer version. NCH acknowledges that, in attempting to fix the license problem, it accidentally sent him a Windows-incompatible .dmg file.
After On Your Side stepped in, NCH techs spent a total of 4 hours on the phone working with Rocco to restore his original software with functioning crossfade settings. NCH also said that it would re-fund the cost of the priority-support plan.
Taking a few precautions may help you avoid a similar experience with malfunctioning software. First, before installing or reinstalling software, make sure that you know what the program is and why you're installing it. Confusion over the version of WavePad that Rocco was running complicated the crossfade troubleshooting process with NCH service techs.
NCH also found several support tickets that referred to Rocco's issue--a new one for each time he called. If you call tech support, ask for the support ticket number and cite that number in each follow-up call or email message, to avoid opening multiple tickets for the same issue.
Refund Alert
In a letter citing "unacceptable" failure rates, Jawbone CEO Hosain Rahman is offering full refunds for any reason to dissatisfied owners of the Up step- and sleep-tracking armband. If you bought a malfunctioning Jawbone Up, you can apply for a refund via your Up email address. Visit Jawbone's Up Guarantee page for more information.