Thread: Copy protection

Copy protection

  1. #1
    Join Date
    Nov 2005
    Posts
    8

    Copy protection

    My story, sad as it may be.

    Last reply to Secrurom.

    11-9-05

    I'm sending it to EIDOS in SF in exchange for a
    Gamecube version. I'm all out of cooperation and
    patience.

    I'd be shocked if this is not a legit copy, the
    packaging and labeling is too good not to be.

    You guys are a joke, but it's on me. Your crappy
    software doesn't work, I have to spend more $ to ship
    the game to CA and wait until they get around to
    shipping me a replacement, all the while listening to
    a 10 year old crab, and you ask me to help you out.

    I don't know who's the bigger jerk, you for asking or
    me for considering it. I'll tell you what, you send
    me $5 for shipping and I'll tell you where I bought it
    and what the RMA # is. I'll eat the aggravation, but
    you'll probably send me a rubber check anyway. Aren't
    you the same dim-bulbs that use a rootkit to copy
    protect music, AND figured nobody would notice or get
    annoyed that you left a trapdoor on their machine.

    Usually I would wish you good luck, but failure and
    destruction seems more appropriate.

    Even worst regards,

    Bill

    --- Frank Seiringer <support@securom.com> wrote:

    > Hello Bill,
    >
    > I can understand that you get annoyed, but you would
    > really help us,
    > if you told us, where you bought this software.
    >
    > If you have any questions, please feel free to ask.
    >
    > Best regards,
    >
    > SecuROM Support Team
    > SecuROM on the web: http://www.securom.com
    > or via e-mail: support@securom.com
    >
    > *** Please include the subject line exactly as
    > written above including your
    > ticket number in all communications to ensure proper
    > handling ***
    >
    > < @YAHOO.COM> sent the following support
    > request on
    > 08.11.2005---------------------
    >
    > You must be joking,
    >
    > On the inner ring, data side is the following
    > (OEM0372361SP) B05J1508A 372361
    >
    > This is the stupidest exercise I have been involved
    > in
    > in years. I believe I asked you questions in my
    > last
    > email.
    >
    > Good luck Frank, if I were you I'd find another job.
    > Your's stinks.
    >
    > Real Crabby Bill
    >
    > --- Frank Seiringer <support@securom.com> wrote:
    >
    > > Hello Bill,
    > >
    > > Thank you for your email. SecuROM is detecting
    > that
    > > you are trying to start
    > >
    > > the program with a copy instead of the original.
    > If
    > > you have got an
    > > original
    > > disc, please send us your disc's production
    > number.
    > >
    > > You can find that number in the inner ring on the
    > > data side.
    > >
    > > I am sorry for the incovenience, but thank you for
    > > your cooperation and
    > > patience.
    > >
    > > If you have any questions, please feel free to
    > ask.
    > >
    > > Best regards,
    > >
    > > SecuROM Support Team
    > > SecuROM on the web: http://www.securom.com
    > > or via e-mail: support@securom.com
    > >
    > > *** Please include the subject line exactly as
    > > written above including your
    > > ticket number in all communications to ensure
    > proper
    > > handling ***
    > >
    > > <@YAHOO.COM> sent the following support
    > > request on
    > > 08.11.2005---------------------
    > >
    > > Dear person,
    > > I am extremely annoyed. Here is your stupid
    > > analysis
    > > file. Do you think you can get it right this
    > time,
    > > and while you are at it you can explain to me why
    > a
    > > legitimate purchaser of this software is subject
    > to
    > > this form of harassment.
    > >
    > > Worst regards,
    > >
    > > Bill
    > >
    > >
    > >
    > > --- Frank Seiringer <support@securom.com> wrote:
    > >
    > > > Dear Customer,
    > > >
    > > >
    > > > Thank you for your email. Please download a new
    > > > <LEGOSTARWARS.exe> from the
    > > > link below. I would appreciate it if you could
    > > > rename your current
    > > > one to <LEGOSTARWARS.old>, extract the
    > downloaded
    > > > file into the
    > > > application's installation folder and start the
    > > > application.
    > > >
    > > > The link for the new file is:
    > > >
    > > >
    > >
    >
    http://www.securom.com/support/custo...gostarwars.zip
    >
    > >
    > > >
    > > >
    > > > If the problem persists, please send another
    > > > analysis file of the latest
    > > > executable to us.
    > > >
    > > > If you have any further questions feel free to
    > > > contact us.
    > > >
    > > > Best regards,
    > > >
    > > > SecuROM Support Team
    > > > SecuROM on the web: http://www.securom.com
    > > > or via e-mail: support@securom.com
    > > >
    > > > *** Please include the subject line exactly as
    > > > written above including your
    > > > ticket number in all communications to ensure
    > > proper
    > > > handling ***
    > > >
    > > > <@YAHOO.COM> sent the following
    > support
    > > > request on
    > > > 06.11.2005---------------------
    > > >
    > > > Attached is the analysis file created according
    > to
    > > > the
    > > > directions on the EIDOS website. This really
    > > > stinks.

  2. #2
    Wow, what's interesting is that the technician is just trying to troubleshoot the issue. Since you are emailing Securom, maker of the copy protection, it is not exactly unheard of to be asked if you are using a copy. I know it's rather scary to think about, but people actually do copy games. The person on the other side is just doing their job and requesting information based on experience. I found your responses to be rude and unneccesary.

    Just my 2 cents on the matter, since you don't go into the problems you were having there's not much more I can offer.

  3. #3
    Join Date
    Jan 2002
    Posts
    307
    Bill...As Clumsy said, it may sound like hell hath frozen over but YES, there such people as software pirates. People who's sole purpose is to produce and sell illegal copies of copywrited software for profit. Copy protection can be a real pain, but wouldn't you want to protect software you or your company spent $10-$20 million to create? I understand having an upset child can drive a person to insanity. However, you have to keep in mind the unbelievable amount of PC hardware and software there is on today's market. It's simply not possible to ensure any game or software will be absolutely 100% compliant with every other piece of hardware or software on the market. That's why we have support departments to troubleshoot problems as they arise.

    I personally have heard, in years past, of major retail stores (Best Buy, Wal-Mart, CompUSA) unknowingly getting batches of illegal copies to sell in their stores. If you had bothered to tell the gentleman at SecuRom where you had purchased the game, they could have contacted us about possible defective units or other problems in or around that area.

    Bill, to be perfectly honest. If I had been trying to help you in that situation and you continued to personally insult me and my job with every correspondance, I would have simply stopped replying to your messages. Bill, first off I would suggest you try calming down a little bit. Getting angry at someone who's trying to help you won't accomplish a thing. You wouldn't want to insult your auto mechanic and then expect him to fix your car would you? I don't want to start a fire storm here, but I really do hate when people act rude and irate toward customer service or support agents. We're only here to help. If you don't want our help anymore, say so and leave it at that. Let's leave the name calling and childish remarks to the elementary school kids ok?

    That's my two cents added to Clumsy's two cents...

    ~JJ

  4. #4
    Join Date
    Nov 2005
    Posts
    8
    JJ,

    Contrary to appearances I’m not some raving lunatic. I have even done my share of tech support and caught my share of stuff, I got another job.

    Your analogy regarding a car mechanic is apt, it stinks when your car craps out and you have to have it fixed, but it happens to us all. But if your mechanic took three stabs at fixing it, over three days, and you were still taking the bus I just bet you wouldn’t be all sweetness & light.

    When you sell a product that cannot be returned you have a special responsibility to ensure it DOES function. And yeah, I’ve read those license agreements where the only thing that’s guaranteed is that there a disk in the box, but you can’t even read the agreement until you’ve opened the box and once you open the box….

    You work for a software company, I’m a consumer. I buy software from you I expect it to work, period. If it doesn’t then I should be able to get my money back, period. Name another industry that has such a great deal (oh yeah, consultants but let’s don’t go there, everybody hates them).

    I’m not sure I buy into your concept of customer service, even if there were additional customers in this area that have experienced the same problems as I, how does that solve my problem? Now, which is when I want it solved?

    And if you think I’m unreasonable you should talk to my clients, but when they have problems they are the only other people on the planet at least in my view. Which is why they pay my bill.

    Change the policy, have happier customers, don’t change the policy and expect irate, unreasonable customers that think (rightly) they’ve been ripped off. Remember, time has value, I bought this game weeks ago and haven’t been able to use it since. If you bought a car I bet you’d expect to be driving it after the dealer cashed the check.

  5. #5
    Join Date
    Jan 2002
    Posts
    307
    Hi Bill,

    We at Eidos do try and support our customers in every way possible. I agree it is most unfortunate that we have a standing policy to not offer refunds, but that is the same stance that most (if not all) game and software publishers take. We do offer to echange customers products for working copies, other games, or unopened copies which can be returned to stores for a refund.

    For the specific problem you were having...some new info has come to light late last week. It appears there was some mixup at the facility that manufactures The Lego Star Wars games. It appears a large number of defective units were shipped out to retailers. All of these defective copies have "Disk 1" in yellow letters on the left side of the disk. If this is the case with your game, send me a Private Message and I'll send a working disk to you.

    ~JJ

  6. #6
    Join Date
    Nov 2005
    Posts
    8

    Update

    Back again, you folks sure know how to make a customer happy. I mailed you the game 11/9 it's now 12/2, if you bet I got the replacement YOU LOST! If this game and your inability to process an RMA in less than 4-6 weeks is any indication you're worse than Securom.

    What is wrong with you guys?

  7. #7
    Join Date
    Nov 2005
    Posts
    8

    Still the big loser

    As you can see from the preceeding post RMA mailed 11/9. I called last week and was told I would see the game in 4 to 5 days they were mailing it out. 5 days was Monday so I called again 12/12. They told me that it had been shipped and that I should give it until Wednesday and the tech gave me his "personal" email account. So yesterday, no game, emailed Eidos, now it's Thursday and no reply, no disk and nobody will answer at Eidos.

  8. #8
    Join Date
    Nov 2005
    Posts
    8

    Finally

    The game came Wednesday. Almost two months from the original purchase