How about a password check in order to access the key. This could be at regular intervals like monthly or bi-monthly. Entering a password to make your key work is not a lot of hassle and that way a stolen key would be useless after a certain time.

@DG said:

Vienna can't implement your storage facility idea, because the eLicenser CP method belongs to Steinberg. However, I agree that this could be a good idea, particularly if we all had an account, a bit like iLok. Hopefully VSL will make some useful suggestions to Steinberg.

Ok, why then not getting the option of getting one demo-activation after the other instead of a permanent one (only for those who wish it). They wouldn't need to implement much for that...

Cesare

@DG said:

Vienna can't implement your storage facility idea, because the eLicenser CP method belongs to Steinberg. However, I agree that this could be a good idea, particularly if we all had an account, a bit like iLok. Hopefully VSL will make some useful suggestions to Steinberg.

Ok, why then not getting the option of getting one demo-activation after the other instead of a permanent one (only for those who wish it). They wouldn't need to implement much for that...

Cesare

However, would you be prepared to shoulder the additional cost? Also, you would still have to pay a 10% fee to receive new licences if you lost the old dongle.

DG

@DG said:

However, would you be prepared to shoulder the additional cost? Also, you would still have to pay a 10% fee to receive new licences if you lost the old dongle.

 Why would it have to be 10%? I understood that, at the moment, in cases of damaged dongles (i.e. where it is irrefutable that the customer had the licenses), Vienna are passing on the fixed fee that they are charged by Syncrosoft, for the generation of a license. Suggesting that this fee should be related to the value of the software would be profiteering.

That's not the real issue though. The real problem is that there seems to be no clear policy on how cases of theft, loss, damage, etc, are handled. I wouldn't mind a fixed fee per license, but there seems to be no guarantee that I could even get that deal out of Vienna. They appear to operate on a very ad-hoc basis, and have a basic mistrust of the customer. If there were a password/dongle combination then it wouldn't have to come down to a case-by-case argument, and begging Vienna. Vienna could be absolutely certain that the lost licenses would cease to be of any use to a thief, and would be in a position to issue new licenses, at a fixed fee.

Let's face it, at the moment, we already pay for the copy protection system, but it absolutely doesn't protect me as a customer, unless Vienna choose to believe me. So basically they are coming up with a system that protects them 100%, then charging us to implement it. With a password protected system, it might cost slightly more, but I would feel there was a reason I was paying for it.

If you lose your licences new ones have to be generated. I believe that this is charged for by Steinberg. I certainly don't think that customers who bother to take care of their dongles should have to pay for the careless of other customers, which is what would happen if VSL didn't pass the cost on to the offenders.[:P]

DG

Why should we pay 10% more??? We have already purchased the license to use the samples.

And yes, it would be simply decent if Vienna clearly stated the conditions and costs for replacing the licenses and keys rather then taking each case into account. This total arbitrariness in the conditions is not very serious.

Cesare

@cesare.magri said:

Why should we pay 10% more??? We have already purchased the license to use the samples.

And yes, it would be simply decent if Vienna clearly stated the conditions and costs for replacing the licenses and keys rather then taking each case into account. This total arbitrariness in the conditions is not very serious.

Cesare

You're missing the point. If this were a government agency I would agree with you, but it is not, it's a private company. In this case, the fact they can determine things on a case by case basis works in our favour. If you know the VSL team, they are great people and they are certainly the furthest things from profiteers you could find. It is clear not only in their product but also when dealing with them that their first priority is the music, the passion that they put into the work. Their philosophy is business second, notwithstanding of course that the business is required to support the music! Other than that, they are completely committed to it, and therefore to their customers naturally. That's been my experience.

The fact they can decide on a case by case basis is really the best situation we can have in an imperfect world.

If you ask them to precisely diagram out their policy, then they will be bound to it, and they WON'T be any long able to make discretionary decisions as freely as before.

Someone said they are showing a lack of trust for their customers: I doubt this very much, I think what they are really showing is a lack of trust for thieves, or people who pretend to be customers but actually intend to steal from them! Who can blame them on that, and no doubt while there are people like that around in the world, and I've met a few, I'm sure VSL team does not see real customers as threats or thieves.

@Another User said:

Someone said they are showing a lack of trust for their customers: I doubt this very much, I think what they are really showing is a lack of trust for thieves, or people who pretend to be customers but actually intend to steal from them! Who can blame them on that, and no doubt while there are people like that around in the world, and I've met a few, I'm sure VSL team does not see real customers as threats or thieves.

Again, I'm sure that the people at Vienna are very good people. I'm simply complaining about some of their marketing choice, namely

• the lack of a system which protects you again stolen/lost/broken keys
• the total lack of information about thei policy on stolen/lost/broken keys

It has everything to do with it - again, VSL are not a government agency where you need strict rules to keep them in line. They are a private company. As soon as you write something like this down there are plenty of people out there who will fight to take advantage of it and exploit it, thereby undoing it's original purpose: keeping it fair for everyone. By keeping it discretionary it means that Vienna can exercise fair judgement, no doubt on the side of benefitting the customer as I've always found they have. 

I do agree that they should say on the product information that if the key is lost, the licenses are lost and that is THAT. They may even be able to add that "in some specific cases we exercise discretion at replacing these licenses for a small fee however that is the exception to the rule" and they can not say anymore.

Re your last paragraph, again you are expecting perfection and a final solution in an imperfect world. What you aren't recognising is that one way or the other, it is going to result in inconvenience for some. In the case of your suggestion: if the internet was down, if the power was down in a region other than where you are, and you couldn't access it, a failure in the system, whatever. You are cut off from your license, and can't launch the software. Maybe you are right on a deadline. You will curse the system again and say "why can't I just have a system where my license is on the key!?" There is NO solution where EVERYONE will be happy even to any worthwhile majority. That's life.

I believe the system is place is the best for everyone given the fact the world is not perfect. There is also another angle to this which I think DG mentioned, is that there is one of personal responsibility - taking care of the key so that it doesn't get lost / stolen etc. insuring it, and so on. I have a keyboard and speakers right? If somebody steals that, I don't say "Oh replace my stuff please it was stolen". It's gone! That's the license, it is an intellectual thing stored on a physical item, so it's ultimately a physical item. I don't like it, you don't like it, nobody likes it, we don't like theives, economic equality whatever. The world is not perfect. I could be wrong, but I don't believe the system that is there now can be bettered without inconveniencing others for the benefit of a few. 

I agree with you they should spell out the dangers more when people buy the software, and the fee for replacing an out of warrantee or broken key should be minimal if it isn't already.

@Another User said:

I believe the system is place is the best for everyone given the fact the world is not perfect. There is also another angle to this which I think DG mentioned, is that there is one of personal responsibility - taking care of the key so that it doesn't get lost / stolen etc. insuring it, and so on. I have a keyboard and speakers right? If somebody steals that, I don't say "Oh replace my stuff please it was stolen". It's gone! That's the license, it is an intellectual thing stored on a physical item, so it's ultimately a physical item. I don't like it, you don't like it, nobody likes it, we don't like theives, economic equality whatever. The world is not perfect. I could be wrong, but I don't believe the system that is there now can be bettered without inconveniencing others for the benefit of a few. 

According to this phylosophy we should never try to improve anything.

But apart from this, this is another ambiguos point of the license system: the license is only a license when it is about, for example, re-selling it. But it becomes a physical key, for example, once you loose it or brake it. This double personality of the license/key is a another very unfari point of this licensing system, especially because the license/physical nature is always unfavourable for the costumer (why can't I resell a key, since it is physical, or keep using my licenses when I loose the key, since a license is a license).

Let's say it clear, this copy protection system is horribly unfari to the user, and only to the user. And the total lack of information to the costumers is almost outrageous.

Cesare

@Another User said:

That's the license, it is an intellectual thing stored on a physical item, so it's ultimately a physical item. I don't like it, you don't like it, nobody likes it, we don't like theives, economic equality whatever. The world is not perfect. I could be wrong, but I don't believe the system that is there now can be bettered without inconveniencing others for the benefit of a few. 

This is just not correct. The license is not a physical thing. The license is simply permission to use something. Vienna are trying to persuade you that putting it on a dongle makes it a physical thing, but it doesn't. I have paid for permission to use some software - end of story. That permission shouldn't be stealable, but the system that vienna use, to ensure it can't be stolen from them, is exactly what exposes the customer to risk, so Vienna really have some responsibility here too. 

Pingu you've phrased it wonderfully!

Cesare

Hallo!

Is there any reply or statement to this topic by the company? In my case my eLincenser really is in danger. I work in Austria and Cyprus so I have to travel a lot (12 flights a year).  I am really scared and upset because there is no reaction on the customers concerns (148 replies is not enough?).

It is the task of the company to find a better solution. Or I have to suppose that there is no interest of changing the actual situation. For example: is it o.k. that You need to buy extra lisences for a network setup? I don´t think that this is fair, at least in the case of VE Pro, VI Pro or Vienna Suite You get 3 Licenses. 

If I pay so much money for a sample library I expect a good solution for the customers. All the products are registered, I have the software and the bill of the company: so I have the right to use it (also in a network setup). If I loose the key, if it is stolen or broken I don´t loose the right to use the samples and the software, I only loose the companies protection system - an interesting case for court....

But this would not be a good way of discussing the subject. The best way would be that someone of VSL gives answers (I am sure in our days technically there is a solution). If this already happened, please forgive me...

Unfortunately, during this year in which the thread has been active we never received an official reply. There seem to be users, who are somehow related to Vienna, who tried to post Vienna's views on the problems. But no official comments.

Honestly, I don't expect an official reply, nor a solution to the problems raised in the thread, to be provided at any time. The goal of this post, right now, is limited to keeping people informed about the huge amount of info which is kept hidden and is not provided to the users on the main site (or anywhere else!) at the time of the purchase. This includes things like the role of the key (is it the license or not?), what's the policy with broken/stolen/lost keys, how much should a user expect to pay for replacing a lost license and many other thing (e.g. the lack of a license for a network setup), and, in the end, that this association of the license and the key is essentially a scam.

I've long been planning to start a website (I actually bought the domain but never had the time to set it up) which could make the problems listed at the beginning of this thread more visible. It would require loads of work for a single person but if someone would like to help please let me know! I'll try to do it given the raising interest. I think that being given these information is very important, particularly for the non-professionals users (to which the downloadable instruments and the SE are targeted) but also for many professionals.

Thank You very much for the information and the time and energy You put into this thread!

I agree, this must be kept warm. On the other hand I suppose that sooner or later VSL will react. I like the library and also the support often helped me, friendly all the time. But the policy concerning the key and network issues are not o.k. and i am truly disappointed by VSL, especially because I am Austrian and VSL gets Prices in Austria for their brilliant work. So they really should think about it, it is their good name that is in danger...

I thought it would also be very useful to collect as many users experience stories with the lost/stolen key policy since they seem to differ greatly from user to user. For this reason I'll try to setup the website (very basic one) hopefully this week. The domain will be

www.viennausers.com

I think that having all the information well organized in a single place will help. If someone is interested in helping please let me know!

Cesare

The link to the website is now working (www.viennausers.com). If you type it in your browser you'll be redirected to the correct page (hopefully!). Right now there is almost nothing on it, just a streamlined version of the post opening this thread which I will changed (need to add all the TM etc stuff).

It would be really nice to collect user experiences with stolen, broken and lost keys so that other users can know what to expect and what they can ask for. So, what did you have to do once you lost or broke your key? how much did you pay for a stolen key? etc etc... We could start collecting them here, then I'll copy them to the website. I'm also planning to make the posting to the website open, although it will take me some time since I'm not a website expert. Ideas are welcome.

Some people have already offered their help, I'm very grateful to them and I'll be back to them soon. Who knows, maybe one day the website will serve for a general help for vienna users...

All the best,

Cesare