GEN: Hyperstudio problem

[BURKED@TEN-NASH.TEN.K12.TN.US]

Hello to all,
A teacher at school has a prblem with the company selling Hyperstudio. She
asked me to post her message to me and see if anyone has had a problem like
this or could offer any suggestions other than what she has already tried.
We might have purchased a site license for this software but if this is the
kind of tech. service we would receive this doesn't sound good.


 This is my sad, but true tale of the never-ending saga of
getting a replacement for my damaged Hyperstudio disk:

1. I received the package from Hyperstudio in April, 1995, at school.
Within a week I tried to make back-up disks, but received error messages.
Then I decided to go ahead and try to install it onto my hard drive. Again,
I received error messages. At this point, I decided to wait until I got the
computer home for the summer and reread the installation instructions
carefully.

2. In early June, I attempted to make back-up disks again (with no success)
and tried to install the program (also with no success). I called the
Hyperstudio number for technical support. I heard a recording, was told to
leave a message stating the problem, and was told I would get a return call
from the company. Two days went by and I never received a return call.

3. Three days later I called the tech support number again and was able to
talk with someone. After explaining my problems with my disk, he said that
they would replace it with a new one, and asked if I would rather have the
CD-ROM version. I said yes and they said it would automatically be an
upgrade to 3.0. I asked if I needed to send any of the old materials back
and they said no, just be sure to use the current serial number that I had.
They also told me to allow 10 days for delivery. I went on vacation a
couple of weeks after that and when I returned, I still hadn't received
anything from Hyperstudio.

4. I called the company again and got several recordings asking me to leave
a message which I decided to ignore. After several calls, I reached another
person in technical support who located my request and discovered that my
address had been entered incorrectly. He said that he would send a
replacement program right away and I was pleased to receive a package in
the mail 3-4 days later. It was not the CD-ROM version that I had
requested, but I decided to make back-ups and install it anyway. Everything
went smoothly until I had to register and type in the serial number. It
wouldn't accept the old serial number which I had been told to use.

5. I tried several times to reach the company and eventually reached
another person in technical support who was amazed that I had been told to
use an old serial number because it wouldn't work with a new version. I was
then told that I was supposed to pay $49.95 for an upgrade-- I
explained that I shouldn't have to pay anything, since I had not been able
to get the program I initially paid for to work. I was told to fax my proof
of purchase receipt and then I would receive a new software package. I had
to go back to school to get the receipt. I then faxed a copy to the only
Hyperstudio number that I had ever been given, but it would not receive the
fax. I then called back and got connected with the service operator who
gave me the fax number. I finally faxed the proof of purchase--and waited.

6. Twelve days later, I still had not received anything from the company. I
called again and explained the situation in its entirety to the customer
service representative. She assured me that someone would contact me the
following day. I did receive a call the next day and was told that
sometimes the fax machines went down and they didn't receive my fax. I
faxed the proof-of-purchase again. I received a call a couple of hours
later, saying they had received the fax, but needed the old serial number
again. I was then assured that I would receive a new software package by
second day air. I will wait until Thursday and if I don't receive anything,
I will ask that the school be reimbursed.


Well, --think anybody will believe this? It really happened and is
not resolved yet.  Maybe I've just had bad luck!



Any suggestions?
Thanks for your help.
Deloris Burke              BURKED@TEN-NASH.TEN.K12.TN.US
K-6 Media Specialist
Metro Nashville Public Schools
Whitsitt Elem.
110 Whitsitt Rd.
Nashville TN 37210