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Hello fred,
The hardware guarantee simply covers 2 years, that´s why we suggest to get a new key every 2 years.
Here is all the information:
Generally, the most valuable part of our products is the license which is stored on the ViennaKey or other eLicenser USB Key. With our copy protection partner eLicenser (owned by Steinberg / Yamaha), we don't have access to the licenses on the keys of our users, so we're not able to restore and/or transfer any lost or stolen license to a new key. Also, it's technically not possible to disable the licenses or the key via remote. This means that whoever steals or finds a key can use the contained license without any restrictions, if he also has access to the samples, and software, e.g., from a friend.
Users who lost the key (or whose key has been stolen) will have to purchase a new license, and of course a new key. What we can offer uninsured users to meet them halfway in this situation is a replacement license at the reduced price of 50% of the full price of the licensed product(s).
Every user is responsible for his keys and licenses himself, we're not obliged to replace any lost or stolen keys at all, like e.g. lost or stolen jewelry wouldn't be replaced unless it's insured. That's why we recommend to insure all products you licensed.
In case a ViennaKey is damaged, users have to send it to our office in Vienna (American users: to the office of our distributor ILIO based in California) to enable us to take a look at the kind of the damage.
If the damage on the ViennaKey shows signs of external force, he will of course have to pay for the new ViennaKey, and a handling fee for the new licenses (EUR 20 per contained license, minimum fee EUR 30). If a ViennaKey is registered to a user account, it's a lot easier for us to find out which licenses were stored on the Key.
If the ViennaKey breaks within the warranty period (two years) without extraneous cause, the user gets a new ViennaKey and the new license free of charge if he can verify the warranty period by sending us the invoice of the purchase of the ViennaKey or other eLicenser USB Key. That's why we recommend to purchase a new key every two years and to keep the invoice at a safe place.
The quickest and easiest temporary solution in a case like this is to buy a new ViennaKey or other eLicenser USB Key. After registration of the new key, we can send you a demo license which enables you to bridge at least some time (48 hours) until the order of the replacement license is processed, which usually takes 1-3 business days once we’ve received the broken key. Of course it's not a bad idea to have a spare key in your studio, to ensure that you have no downtime at all in the event of a lost or broken key.
Best,
Paul
The spare key thing is a pretty good idea.
If i get a second eLicense key, would i register that as a second dongle with Steinberg?
Would i register VSL on both, or just have the key ready to go if something happens to my initial key?
sorry for all the questions - appreciate the fast response.
just got an email from my retailer, should get the licensing within 24 hours.
excited! love the player and the matrix approach.
fred
Paul,
I'm completely in the panic for this broken dongle rules. My dongle was not recognized twice in the couple months I've owned it, so I don't think it is meant to last. So, please let me know:
If the ViennaKey breaks within the warranty period (two years) without extraneous cause, the user gets a new ViennaKey and the new license free of charge if he can verify the warranty period by sending us the invoice of the purchase of the ViennaKey or other eLicenser USB Key. That's why we recommend to purchase a new key every two years and to keep the invoice at a safe place.
Does this mean that if, after two years, I buy a new key, and this new key breaks, you will replace it, and reissue all my licenses completely free of charge?
I would still be worried for the evenience of a theft of loss (no agency will insure an USB key!), but at least the most common evenience (hardware failing) will be covered.
Paolo
Hello PaoloT,
I can feel your panic in every post.
Yes, each key comes with a hardware guarantee of 2 years. If it breaks without any applied force, we will replace the key and the licenses on it.
It makes sense to be careful with all license keys. I carry mine in a padded box, always close to me when I travel.
Best,
Paul
It makes sense to be careful with all license keys. I carry mine in a padded box, always close to me when I travel.
Is it 2017 in Vienna too? I think this whole internet thing kinda passed by you guys, and now you're stuck carrying around digital licenses in a padded box. 😛 Sorry, it's kinda funny in a way.
Please take my word that what you're noticing is mostly disappointment. I like a lot of VSL's product and am very close to purchasing MIR still, but I can't justify to put more money into something that can be gone the moment I lose a dongle, or I'd have to pay a lot per license for in case it breaks. All in the name of anti-piracy, at the cost of the legitimate customer.
"Is it 2017 in Vienna too? I think this whole internet thing kinda passed by you guys, and now you're stuck carrying around digital licenses in a padded box. :p Sorry, it's kinda funny in a way." - ominiq
This is a total insult to VSL and this sort of junk should not be allowed. It pisses me off because I have immense respect for the people at VSL and it is just wrong for people to arrogantly say this sort of thing.
Hi Paul,
Invoices are often electronic now. Is a pdf of the online document sufficient as prof of purchase?
Thank!
I noticed Bill that you're based in the US?
If you bought your key from ilio.com they willl have a record of that transaction so you don't need an invoice but it would be nice to have for your records. Incidentaly, if your key malfunctions, I think you have to send it to ilio.com anyway which is a lot better than having to send it all the way to Vienna!😮
