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Joined: Jan 2007
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Well, at the moment I'm realy disappointed of the pgmusic sales policy. I'm buying for many years the upgrade packages from Biab, most of the time the UltraPack versions. So I bought the new 2011 version this year again but by mistake not the UltraPack version, as soon as it came out. For some reason I was in the opinion, that I had all realtracks.
But after some problems with my computers and less time, I reinstalled this weekend the the 2011 version on my computer. When I checked which add ons I had, I found out, that i was missing realtracks 83-101 or so. I though they might have gotten lost, for some reason. So I contacted pg to find out, if I actually should have them.
Well, I obviously missed buying the upgrade to 2010.5, since i bought the Mac version on that time to check it out. Ok, than I asked them if I could upgrade my 2011 version to the Ultrapack version. So that I wont have to pay again 279 $ since I already payed for my 2011 version.
The answer was NO. I could either buy the missing packs or pay again for the UltraPack version, since my purchase was older than 30 days! Now this really sucks! I'm an old customer and have already spend quite some money on my Biab version and I really disappointed that I cannot upgrade within the new version.
So long,
mos
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You are being way to unreasonable. Are you trying to say that you couldn't determine that you had not purchased the ultra pac within 30 days? Really!
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Quote:
So I bought the new 2011 version this year again but by mistake not the UltraPack version
By your own admission, the problem was caused by your mistake. How does that make PG the bad guys?
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Of course it was my mistake. I thought purchasing the Plus pack would mean, that I had all realtracks. I just realized this weekend, that it was not that way. Since I bought the Mac version last year, I also bought the styles that are missing in the windows version. So I guess that what made me think I had all styles. Having both versions can make it sometimes difficult. Well, if the new Mac version comes out, I will probably by it and than have all realtracks again. But it always cost some money, having both versions. 
Last edited by simplysax; 03/02/11 12:42 PM.
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No bad guys here just some simple confusion - you have to admit the options are complex then throw in the PC \ Mac conversions and this outcome does not seem unlikely to me.
Me, I would plead ignorance and beg forgiveness, then I would go up the chain all the way to the CEO to make this right.
Good luck.
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For a loyal customer I can see a little rule bending being in order, but on the flip side; if you bought when it first came out (like you stated), it's been well over 60 days .. that's a long time to wait to say 'Oh wait, I goofed'.
I do not work here, but the benefits are still awesome
Make your sound your own!
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It would probably have helped his cause if he hadn't taken to the forum to unjustly accuse PG. I've always found their customer service to be exceptional.
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Quote:
It would probably have helped his cause if he hadn't taken to the forum to unjustly accuse PG. I've always found their customer service to be exceptional.
ditto, second to none.
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Come on guys, simplysax is a distinguished user and (to date) avid -> supporter of PG Music. 3 RealPAKs sum up to 237$. The difference between the BB11 MegaPAK and UltraPlusPAK is 200$. There should be some 'Upgrade' option from the BB11 MegaPAK. If not on the web site, matters may get hashed over by phone or email. Maybe the sales people at the Cadillac Ave didn't unerstand this specific case at all.
Martin
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Martin,
I'm not raggin' on sax, but don't you think he would have gotten a lot more mileage from pointing out to PG that he was providing free BIAB tutorials in German than he did by posting a complaint that was admittedly his own fault?
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PG Music Staff
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Joined: Nov 2008
Posts: 1,382 |
Hi SimplySax,
If you give us a call on our international toll-free line (+800-4746-8742), or contact us through the Live Help (chat) on our website, I'm sure we'll be able to work out a deal for you.
Thanks
Kent
PG Music
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Quote:
Hi SimplySax,
If you give us a call on our international toll-free line (+800-4746-8742), or contact us through the Live Help (chat) on our website, I'm sure we'll be able to work out a deal for you.
Thanks
Kent
PG Music
Or who knows, ............... maybe a complaint will work!  
Thanks Kent. PG customer service comes through again!
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@ Kent, thanks for your post. I droped you a mail this morning, due to time difference USA/ Germany @all: thanks for your replys. But I guess it is not all my fault alone. A member from the German forum and I figured out what probably went wrong. When the upgrade offer came out. There where several options as you can see on the pic: Since I had the 2010 UltraPlusPak version and installed the patch, my biab version showed me, that I had the 2010.5 version. So I thought I had the 2010.5 complete UltraPlusPak version and ordered the upgrade for 99$ plus the 20 plus Pak. In my opinion there should have been a warning from the ordering system, that I do not have this version and that should go for the 139$ UltraPlusPak upgrade version, which was only 40$ more and I definitely had bought, if I would have known. This did not happen. So I ordered the 99$ upgrade in the thought, that I have now everything. Of course you can say now, after installing I could have checked. But be honest, do you check which add ons do you have all the time? Sorry, I did not. That was definitely my mistake. But since I had major problems with my system and replaced it etc. I really did not check until a couple of days ago, when I set up my new system, and merged my harddrive the patches and the new download toghether.  By the way, I'm female and not male That's probably why I like to complain forgive me for that. It's in our DNA
So long,
mos
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Thanks for all of your comments. We're working out a solution for SimplySax.
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Ask sales and support questions about Band-in-a-Box using natural language.
ChatPG's knowledge base includes the full Band-in-a-Box User Manual and sales information from the website.
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