Pages in topic:   [1 2] >
How to get contact with a living person at SDL?
Thread poster: Thomas Loob

Thomas Loob  Identity Verified
Estonia
Local time: 11:44
Member
English to Swedish
+ ...
Sep 1, 2009

Hello!
I finally decided to install the upgrade to Studio 2009 Freelance.
I can't register it because of the ridicolous license cirkus.
Where can I find a person at SDL that gives me a registration code that registers my PAID FOR software upgrade without hassle?
Tomorrow I have jobs to do...increasing productivity? My *ss! Now I have to use my free time to reinstall 2007.

[Redigerad 2009-09-01 20:15 GMT]

[Redigerad 2009-09-01 20:15 GMT]


Direct link Reply with quote
 

Elin Davies  Identity Verified
United Kingdom
Member (2008)
English to Welsh
+ ...
Leave request on site Sep 1, 2009

When I was having trouble installing on a new computer, I found a page on the SDL site where I could explain what my problem was and leave a contact number. Someone called me within an hour and checked through the specs with me over the phone, then followed up with an email with details of what was discussed. I don't have a link to the page now, but don't think it was very difficult to find.

Direct link Reply with quote
 

Thomas Loob  Identity Verified
Estonia
Local time: 11:44
Member
English to Swedish
+ ...
TOPIC STARTER
Thanks Sep 1, 2009

Bet it was difficult to find!

Direct link Reply with quote
 

Elin Davies  Identity Verified
United Kingdom
Member (2008)
English to Welsh
+ ...
Knowledge base Sep 1, 2009

I think I got there by going through the options in the knowledge base in the support section until I couldn't go any further and was then presented with a form to fill in. This was after a week of scratching my head and lots of swearing and it turned out to be a problem with the Trados software and was fixed in five minutes (by upgrading me to Studio).

Hope that helps you find it...


Direct link Reply with quote
 

Thomas Loob  Identity Verified
Estonia
Local time: 11:44
Member
English to Swedish
+ ...
TOPIC STARTER
Great! Sep 1, 2009

I'll try that.
Thank you.


Direct link Reply with quote
 

Grzegorz Gryc  Identity Verified
Local time: 10:44
French to Polish
+ ...
Local dealer... My support... Sep 1, 2009

Thomas Loob wrote:

Hello!
I finally decided to install the upgrade to Studio 2009 Freelance.
I can't register it because of the ridicolous license cirkus.
Where can I find a person at SDL that gives me a registration code that registers my PAID FOR software upgrade without hassle?

Pay for PSMA.
Or contact your local dealer.
IMHO, a good local dealer is the best solution here.
E.g., the Polish one is fantastic.

Tomorrow I have jobs to do... increasing productivity? My *ss! Now I have to use my free time to reinstall 2007.

Follow http://www.sdl.com/en/support, Support FAQs, point 5.
HTH.

Cheers
GG


Direct link Reply with quote
 

Thomas Loob  Identity Verified
Estonia
Local time: 11:44
Member
English to Swedish
+ ...
TOPIC STARTER
Grzegorz Gryc Sep 2, 2009

Hello!
Can't see the point in paying for specialised support just to register my paid for software.
I'm sitting here waiting for any response from SDL, with customers and jobs on hold.
The development dept has to make the process user-friendly but user-friendliness has never been strong in Germany...


Direct link Reply with quote
 

Thomas Loob  Identity Verified
Estonia
Local time: 11:44
Member
English to Swedish
+ ...
TOPIC STARTER
Is this correct? Sep 2, 2009

Normal upgrade procedure:
1. Buy upgrade/new software
2. Install the software
3. Enter licensing information
4. Start program and get productive

SDL upgrade procedure:
1. Buy upgrade/new software
2. By intuition go to My account at sdl.com
3. By intuition go to My support at My account
4. Check my licenses
5. Note that there is a new licensing procedure
6. Read ALL that information
7. Give back license with previous version
8. Uninstall previous version
9. Go to license manager to get new license
10. Install the new software
11. Go to My account at sdl.com
12. Go to My support at My account
13. Check my licenses
14. Note that there is a new licensing procedure
15. Read ALL that information
16. Enter license into new version
17. Start program
18. Contact your network to find that everyone is suprised you are still alive

If this is correct SDL has some corporate change management ahead...






[Redigerad 2009-09-02 09:50 GMT]


Direct link Reply with quote
 

Thomas Loob  Identity Verified
Estonia
Local time: 11:44
Member
English to Swedish
+ ...
TOPIC STARTER
:-) Sep 2, 2009

Maybe it is easier to find a crack at some warez site? The software is paid for and dnloaded from a proper source, no piracy here...it's irony that honest users get to go through all kinds of verification processes, while users of pirated software usually get it installed without hassle.

[Redigerad 2009-09-02 08:42 GMT]


Direct link Reply with quote
 

Grzegorz Gryc  Identity Verified
Local time: 10:44
French to Polish
+ ...
Irony Sep 2, 2009

Thomas Loob wrote:

Can't see the point in paying for specialised support just to register my paid for software.
I'm sitting here waiting for any response from SDL, with customers and jobs on hold.
The development dept has to make the process user-friendly but user-friendliness has never been strong in Germany...


A bit of cruel irony, sorry.
IMHO PSMA (paid support) is the only one way to be sure to receive any answer from the SDL support.
They must respond, you can escalate cases etc.
Without PSMA, I never managed to receive any kind of installation related help from 'em although they say the istallation issues are covered for everyone.
I.e. when the problem is getting complex, they simply drop the contact, the response delays are getting very long...
If you have a good local dealer, he may help you and forward your messages.
As I said, my dealer (http://www.lspsoftware.pl) is fan-tas-tic.
So why I never buy online

BTW.
The paid support (including the upgrades within the PSMA period) is not very expensive for freelance translators (assuming you have FL version) and I think it may make sense.
For Pro versions, it makes few sense unless you're really sure to receive the upgrade, it's very expensive (the PSMA fee is a counted as a fraction of the official price), so a DIY approach is more frequent.
It's easier because the Pro licensing is more friendly if you select the local licence server option (aka floating).

Cheers
GG


Direct link Reply with quote
 

Grzegorz Gryc  Identity Verified
Local time: 10:44
French to Polish
+ ...
Intellectual property law... Sep 2, 2009

Thomas Loob wrote:

Maybe it is easier to find a crack at some warez site? The software is paid for and dnloaded from a proper source, no piracy here... it's irony that honest users get to go through all kinds of verification processes, while users of pirated software usually get it installed without hassle.


True.

BTW, the use of cracks may depend of the local jurisdiction.
According to the Polish intellectual property law, the licensee is entitled to "fix errors in the program if it's necessary to assure it's functionality".
The statement may be dubious, of course, but it may be defendable if you prove you're unable to use your software otherwise.

Cheers
GG


Direct link Reply with quote
 

Stanislav Pokorny  Identity Verified
Czech Republic
Local time: 10:44
English to Czech
+ ...
Excellent Sep 2, 2009

Grzegorz wrote: According to the Polish intellectual property law, the licensee is entitled to "fix errors in the program if it's necessary to assure it's functionality".
The statement may be dubious, of course, but it may be defendable if you prove you're unable to use your software otherwise.

Hi Grzegorz,
no, the above statement is not dubious at all. It's perfectly logical!


Direct link Reply with quote
 

Grzegorz Gryc  Identity Verified
Local time: 10:44
French to Polish
+ ...
Language protection law :) Sep 2, 2009

Stanislav Pokorny wrote:

Grzegorz wrote: According to the Polish intellectual property law, the licensee is entitled to "fix errors in the program if it's necessary to assure it's functionality".
The statement may be dubious, of course, but it may be defendable if you prove you're unable to use your software otherwise.

Hi Grzegorz,
no, the above statement is not dubious at all. It's perfectly logical!

It's logical but the lawyers are lawyers.
The most funny is the article 77(1), where the licensor is "entitled to ask to the licensee" to destroy all the stuff intended exclusively to bypass the copy protection.
The use of cracks is not prohibited expressis verbis

BTW.
If you buy software in Poland, the licence agreement should be in Polish.
Otherwise, it may be considered invalid according to the Polish language protection act
Journal of Laws 90/1999, item 999, art. 7.1 and 11.1.
Another time, it may be considered dubious by lawyers.
Of course, if you buy online, the English law and the SDL EULA will be applied automatically.
So, consult your local laws and support your local dealers

Cheers
GG


Direct link Reply with quote
 

SDL Community  Identity Verified
United Kingdom
Local time: 10:44
English
SDL Trados Support… Sep 2, 2009

Hello Thomas,

I am sorry to hear about your problems. We have upgraded your activation code for you. You will now see your new SDL Trados Studio 2009 activation code in your customer account under the My License section. Please use this activation code to activate SDL Trados Studio 2009 when prompted.

I’d also like to explain that you are entitled to free installation and licensing support. If you are experiencing a problem then we recommend you visit our Solution Finder which is designed to help users fix their problems. Please follow the solution finder step by step and, if your problem is not resolved, you will be given a support form to fill out. The support form will then be sent to our support team, who will get back to you as soon as possible.

To visit the solution finder please follow these instructions:

1. Please visit: https://oos.sdl.com/asp/products/ssl/account/default.asp

2. Login with your username and password

3. Go to "My Support"

4. Select "Licensing and Installation Help"

5. Read the instructions and then select the "Solution finder direct link"

6. Select the "Licensing Problems" link in the left hand navigation pane

7. Answer the questions accordingly

Again, you will be given a support form to fill out if you don't find a solution.

I hope this helps.

Many Thanks,

Gareth Powell
SDL Support Team


Direct link Reply with quote
 
Pages in topic:   [1 2] >


To report site rules violations or get help, contact a site moderator:


You can also contact site staff by submitting a support request »

How to get contact with a living person at SDL?

Advanced search







SDL MultiTerm 2017
Guarantee a unified, consistent and high-quality translation with terminology software by the industry leaders.

SDL MultiTerm 2017 allows translators to create one central location to store and manage multilingual terminology, and with SDL MultiTerm Extract 2017 you can automatically create term lists from your existing documentation to save time.

More info »
Anycount & Translation Office 3000
Translation Office 3000

Translation Office 3000 is an advanced accounting tool for freelance translators and small agencies. TO3000 easily and seamlessly integrates with the business life of professional freelance translators.

More info »



Forums
  • All of ProZ.com
  • Term search
  • Jobs
  • Forums
  • Multiple search