Limewire is very generous with technical support. They will go a long way to help users with any and all technical difficulties. Limewire's current problems will take some time to trace down and iron out. This is a product, not stable enough to sell and satisfy most users. I have spent enough time under my desk messing with it and trying to resolve the issues, trouble, shoot, etc.

I have had no response to my last message to their "customer service" dept. I do not expect any further effort on their part. I consider my money flushed down the toilet and I am moving on.

Limewire has established a retailer / client relationship and is not willing to follow through. This is not a very good thing. They will need both a good product and good customer relationships to sustain their effort.

They have technical expertise. They are generous with it. Their product is inconsistent in it's performance and will need considerable technical support to address the issues that arise from its use. Some of these problems will take a considerable amount of time to isolate and resolve. These boards are full of descriptions of them.

Until the last upgrades 2.7.13 I experienced excellent performance with Limewire. With the update to OSX 10.2.2 performance of Limewire has crashed.

Customer satisfaction is not of any interest to them. I am willing to wait for a compatible version. This is not an option.

Too bad. I am moving on.


The last message /exchange with limewire.
___________________________________________
I think you need to read my messages.

I described my operating system in the beginning. OSX 10.2.2. all updates in place.

Limewire is interfering with Norton by just being on the drive. I installed it using using your installer. When it is not running it is still affecting Norton adversely in the way I described. I have tried sharing less files to improve performance. This has not changed it's behavior. It is not working well.

I am not looking for technical assistance from you. I am keeping the software off my system. It is useless to me in this form. The technical issues will take time. I not interested in working those through with you. The product is not functional.

I am looking for customer service. I am your customer.

I want a delayed exercise of my license or a complete refund.

If you are unable to offer me any less than one of these two options, then it seems to me my criticism stands.

The customer is always right. If your customer is not satisfied, it's your job to take care of it.

I am not satisfied with the product. No snippy come back is going to change that.

Sincerely,

Steve


On Monday, December 9, 2002, at 07:51 PM, Zenzele T. Bell wrote:

Stephen,

I am aware of our refund policy, as it is posted on our website. At this point, do you wish to receive assistance, or criticize me for doing exactly what it was you accused me of not doing?

If you would like further assistace, please answer the following:
-How exactly did you reinstall LimeWire Pro to your main, internal drive?
-Have you tried not sharing as many files, in order to see if the problem ceases? It is really not necessary to share all those files at one time.
-Which operating system are you running? "G4" is not an operating system.

Thanks,
Zenzele

Steve wrote:

LimeWire will show up to 90 files sharing and then crashes and locks up the system in what appears to be some kind of infinite loop. It takes about an hour to get to this point. I have about 1200 files to share. It's slow and unreliable.

I have been running Limewire for a year from my firewire drive with no issues until this version. After removing Limewire from the firewire drive, I reinstalled it to the main drive in my G4. The issues remained exactly as before. No difference.

Apparently a postponement of the exercise of my license is not permitted by your policy either. I am not asking for a refund necessarily. I am asking for a reasonable solution.

I have read the policy. Here it is:

*LimeWire PRO Refund Policy - FINAL SALE

We will not issue refunds for LimeWire Pro software purchases.* Frankly, we just don't have a sufficient support staff right now to be manually processing such transactions for our large user base. Therefore we are making it very clear up front: *no refunds for any reason*. This includes, but is not limited to, cases where LimeWire Pro performs poorly on your computer.

We know that LimeWire Pro is worth the money, but because we cannot offer refunds, we encourage all users to think it through before purchasing the software.

If you have any doubt whether or not the software is for you, you can try LimeWire by downloading the ad-supported version of_LimeWire_ first. Then, if you figure out that you like it, you can uninstall the ad-supported version and purchase LimeWire Pro or you can perform the following test:

*BEFORE PURCHASE, PLEASE PERFORM THIS TEST!!!*

*Q: I have LimeWire open but I can't seem to connect. I know I have an internet connection so what's going on?*

A: Your ISP (AOL, Cablevision, etc....) might be blocking Gnutella traffic. For example, the ISP STARBAND blocks all Gnutella activity at their network. If you're on Windows, perform this test to see if you can connect to Gnutella. Non-Windows users can run this as well if they know where to find the telnet program.

1. From the Start menu, choose "Run".
2. In the resulting dialog box, type "telnet 64.61.25.171 6346". Click OK.
3. A window will pop up. If it doesn't say "GNUTELLA OK" within a few seconds, your ISP is probably blocking Gnutella traffic. In this case, there's not much we can do. *Non-Windows users can run this as well if they know where to find the telnet program*.
*If your ISP blocks Gnutella traffic, LimeWire WILL NOT work on your computer.*

I did all of this over a year ago and found Limewire more than satisfactory until the most recent version: 2.7.13

Limewire's insufficient staffing to handle customer service issues is not my problem.

I am your customer. You have my money and have offered me excuses.

Get some people in place, who know how to take care of customers.

Your organizational problems are not my concern. I don't care about them and I don't want to know about them. But, now that I do know about them, I understand Limewire doesn't know how to take care of business.

I am sorry to hear this is the case.

Sincerely,

Steve

________________________________

On Saturday, December 7, 2002, at 07:18 PM, Zenzele T. Bell wrote:

LimeWire Pro does not support FireWire drives. LimeWire is set, by
default, to exit after transfers. To change this preference,
simply go to LimeWire ->Preferences->Shutdown, and choose Shutdown
Immediately.

How exactly are your files "not being shared?"

Norton Disk Doctor interferes with LimeWire, and should be
disabled until your downloads are complete. In fact, all disk
utilities should be disabled, whenever you are downloading files
from an outside source. You can scan them afterward - that is the
standard way to use them.

Also, please see our refund policy:
http://www.limewire.com/index.jsp/refund

Thanks,
Zenzele

Stephen Callihan wrote:

*I have removed Limewire 2.7.13 and all other versions from my
system.*

I am currently running OSX 10.2.2 and all security updates
from Apple.

Limewire performance for all versions is now in toilet. It
will not share. It locks one of my outboard drives into a
continuous loop that runs for hours until I unplug it. It will
not consistently force quit. It persisits in the backround and
will lock up the dock at times.

It will not share the designated files.

I interferes with Norton Disk Doctor making it unusable even
when Limewire is not running. (All drives become unavailable
for scan and repair.)

This is a major breakdown in performance for the Mac and a
major pain in the tush. I have been under my desk far too
often to unplug the firewire drives and stop it from running.

I have paid for the Pro license. I am in fact on number two.
(Recent renewal.)

This was a great program. I would love to keep using it. I am
happy with the file sharing access I had. Now there is none.

It has become totally disfunctional on the most recent version
of the Mac operating system.

I am not about to give up Norton or the operating system
updates. (Norton behaves normally after removing all gnutella
clients whatever version. I also removed Acquisition. It
behaved in exactly the same way. I am currently not running
any form of gnutella client.)

I would like to use Limewire when it is truly ready again.

Is there a solution in the works?

How would Limewire like to handle the license situation?

May I postpone the exercise of my most recent license to a
later date when this problem is resolved? I am patient.

If postponement is not an option, is a refund possible? The
product is not usable.

Thanks,

Steve