How to contact Customer Services?

[Jos Backus]

I purchased AISBackup online around December 17th. I did receive one e-mail from customerservices@aiscl.co.uk telling me I would receive information within 2 business days. Presumably this is my registration information. However, this information never arrived. I sent reminders on January 4th and January 16th, without success. What should I do next?
I would like to register and start using my copy of AISBackup.

Thanks,
Jos

[Barry]

Hi Jos

Our records show that you purchased AISBackup on 17 December 2003 and we received your details at 19:48 GMT, the key file was sent to you at 19:58 the same day. We have no record of any follow e-mail from yourself. Did you send the enquiries using your same e-mail address?

A general note to everybody who reads this post: We store all information using e-mail address as this is unique to you. Some people have supplied incorrect e-mail addresses, or use Spam filters which filter out messages from us. If an incorrect e-mail address is given we do our best to trace you, but there is not much we can do if messages from us cannot get to you (we get no bounce message in this case).

If we are able to notice failures and cannot contact you by e-mail we will contact you by telephone using the telephone number given at the time of purchase, an we will do our best to telephone you at a reasonable time.

Barry

[Jos Backus]

Hi Barry,

Thanks for the speedy reply. Yes, I must have used the same e-mail address, jos at catnook.com, because I received the first e-mail from you under that address. That is the e-mail I subsequently replied to, the To: address being customerservices at aiscl.co.uk. I did not receive any followup mail as a result, unfortunately.

Thanks for your help Barry!

Cheers,
Jos

[Barry]

Hi Jos

Have you received the key now, and are you up and running?

Barry

[Jos Backus]

Hi Barry,

Sorry, no. Did you send it to jos at catnook.com? I received a ton of mail at this address today so I doubt the problem is at my end I also checked my incoming mail queue and maildrop.log, but did not see any mails from aiscl.co.uk.

Thanks,
Jos

[Barry]

Hi Jos

Yes, the key file was sent just prior to my response. I would have sent the key file again using a different SMPT server.

The registration e-mail contains a small attachment, i.e. the key, could this be the problem?

Barry

[Jos Backus]

Hi Barry,

Hi Jos

Yes, the key file was sent just prior to my response. I would have sent the key file again using a different SMPT server.

The registration e-mail contains a small attachment, i.e. the key, could this be the problem?

Barry

Perhaps it is being filtered at my ISP (he seems to using DSPAM and SpamAssassin) but somehow I doubt this because tons of spam still makes it through and it would be quite the coincidence that this piece of mail would be filtered whereas it lets through spam with, say, executable attachments.

Is the outbound mail using the right MX, i.e. mail.catnook.com (205.166.121.80)? Is it possible for you to check?

Thanks again for your help resolving this issue Barry.

Puzzled,
Jos

[Barry]

Hi Jos

I just received this:

This message was created automatically by mail delivery software (Exim).

A message that you sent has not yet been delivered to one or more of its
recipients after more than 48 hours on the queue on moutng.kundenserver.de.

The message identifier is: 1AmWX4-0005oP-01
The subject of the message is: AISBackup: Registration Key File.
The date of the message is: Fri, 30 Jan 2004 11:09:45 -0000

The address to which the message has not yet been delivered is:

jos@catnook.com
Delay reason: Connection timed out

No action is required on your part. Delivery attempts will continue for
some time, and this warning may be repeated at intervals if the message
remains undelivered. Eventually the mail delivery software will give up,
and when that happens, the message will be returned to you.

I also sent the e-mail using a diffferent route but I guess you have not received that either?

Have you got an alternative e-mail address we can use?

Barry

[Jos Backus]

Hi Barry,

Hi Jos

I just received this:

This message was created automatically by mail delivery software (Exim).

A message that you sent has not yet been delivered to one or more of its
recipients after more than 48 hours on the queue on moutng.kundenserver.de.

The message identifier is: 1AmWX4-0005oP-01
The subject of the message is: AISBackup: Registration Key File.
The date of the message is: Fri, 30 Jan 2004 11:09:45 -0000

The address to which the message has not yet been delivered is:

jos@catnook.com
Delay reason: Connection timed out

No action is required on your part. Delivery attempts will continue for
some time, and this warning may be repeated at intervals if the message
remains undelivered. Eventually the mail delivery software will give up,
and when that happens, the message will be returned to you.

I also sent the e-mail using a diffferent route but I guess you have not received that either?

Have you got an alternative e-mail address we can use?

Barry

Hm, for some reason the relay used, moutng.kundenserver.de, cannot connect to mail.catnook.com. I just tried this from a system in .nl and it works just fine. It's strange that it fails consistently, which sort of rules out (transient) network problems. Weird.

Anyway, why don't you send it to my work address, josb@microsoft.com? That should work.

Thanks again Barry!

Cheers,
Jos

[Barry]

Hi Jos

The key file has been sent to your work e-mail address, please let us know if you received it.

Thanks

Barry

[Jos Backus]

Thanks Barry, I received the key file. One more question:

I installed aisbi200.exe and now when I start the program I see the name "oscar kamp" pop up as party the software is registered to!? Why is that?

Confused,
Jos

[Jos Backus]

I'm happy to report that all is well now. Thanks again Barry, you rock!

Cheers,
Jos