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Pi Store isnt responding to e-mails

Posted: Sat Feb 18, 2017 3:04 am
by ajeselnik
Hi,

I purchased MPEG-2 / VC-1 license codes back in December from the rasperrypi.com and haven't received the license codes. I've sent multiple e-mails to store@raspberrypi.org / swag@raspberrypi.org and haven't received any sort of response.


Are these licenses no longer purchasable? Or is there some other e-mail address I'm supposed to use?

Re: Pi Store isnt responding to e-mails

Posted: Sat Feb 18, 2017 7:23 am
by DougieLawson
It's the weekend at the end of half term week. Wait until Monday, the post again if you've not had a reply.

Re: Pi Store isnt responding to e-mails

Posted: Sat Feb 18, 2017 8:28 am
by ajeselnik
I sent my first followup e-mail on the 14th, so... yeah. It's understandable if they need 72 hours to generate the codes as was specified in the original order, but some acknowledgement or communication would be nice.

Re: Pi Store isnt responding to e-mails

Posted: Sat Feb 18, 2017 12:15 pm
by GordonTGopher
I think there has been a problem with the system in the past few days; viewtopic.php?f=63&t=174626

Regards,

Gordon

Re: Pi Store isnt responding to e-mails

Posted: Sat Feb 18, 2017 3:08 pm
by DougieLawson
Hence my suggestion to wait until Monday when the folks who support this will be back from their winter holidays.

Re: Pi Store isnt responding to e-mails

Posted: Sun Feb 19, 2017 12:36 am
by ajeselnik
Seems like I have little choice. It's strange to not have an auto-reply on an e-mail if people take vacation though.

Re: Pi Store isnt responding to e-mails

Posted: Sun Feb 19, 2017 8:40 pm
by DougieLawson
If you don't get a reply tomorrow send an email to one of the addresses on https://www.raspberrypi.org/contact/ or send a tweet to @Raspberry_PI

Re: Pi Store isnt responding to e-mails

Posted: Mon Feb 20, 2017 10:28 am
by 6by9
I've just spoken to the relevant people in the office.
The initial production of the licence keys should be totally automated, so ensure that your email address is correct when you order, and check your spam folder.

Investigation of missing keys is a manual process.
There is a slight backlog at the moment due to sickness last week, but they are on it. Responses will be sent back from the same store@ / swag@ email address as the codec licence, so again check your spam filter as if the first email got sent to spam then subsequent ones may well do so too.