ComplaintsforPACE Anti-Piracy, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have spent thousands of dollars on plugins, which are license through this company. Yet their software is not compatible with my computer, which their website say that my computer is compatible. There is no way to get them to help me with this problem. This is the only option to try to get them to respond to fix the problem. Please help me!

  Business response

  06/27/2024

  We have reached out to this customer immediately and he has expressed to us that the issue has been resolved. 

  Customer response

  06/27/2024

  To whom it may concern, 

       Hello! My name is ***** Love.  I am requesting to end my complaint against PACE Anti-Piracy, Inc. (Case # ********).  Even though the issue was resolved.  I had to fix it by myself without the help of PACE **************** I am glad that the problem is fixed; however, I am not satisfied with the no attempt to fix the problem by PACE Anti-Piracy.  I request to end the complaint, because the goal was to resolve the issues.  However, I would like to express my concern for others.  These companies who are selling their products, and licensing users to use their products via PACE **************** need to improve their customer service (as far as that goes, most of these major companies in *******).  It is so shocking how these companies sell some of the most awesome products but give such poorly customer service.  From my experience, Apple is the only major corporation to immediately address the concern of their customers, and fix the problem; however, I have had to file thousands of complaints (figuratively speaking) against companies like PACE Anti-Piracy, Inc., ***** UA, etc. to get a response from these companies to uphold our agreement with their products.  Thank you, BBB, for your service, and thank you, Apple, for respecting me, and appreciating my business with you.  

  
  

  P.S. BBB has my permission to publish this letter.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PACE Anti-Piracy, Inc. is Robust ******************************************** I'm using iLok, one of this company's products. iLok is a system for authenticating and managing audio software. I experienced several inconveniences while using this system. / I requested to delete the Trial/Demo Type (i.e. expired license), but they kept refusing, telling me to hide it without even specifying the reason. Even audio software companies that use iLok just turn a blind eye to this. Licensing is an individual's right, and failure to respond to this is a clear violation of that right. / Moreover, if you look at the supporting documents, there is a statement in 'Step 3) Disable Account Confirmation' that is completely unacceptable. / Complaints about the statements in the first, fifth and sixth checkboxes. iLok is only a system that authenticates and manages licenses; iLok is not a place to sell licenses. The license is a personal right, and the inability to use the license any longer is a serious violation of the individual's rights by the intervention of an unrelated third party. / Complaints about the statements in the second, third, fourth, and seventh checkboxes relate to the statement immediately above the eighth checkbox. Whether you deactivate or cancel your account, you must completely delete your personal information. However, this company continues to use the personal information of deactivated accounts for ridiculous reasons such as 'historical business record' and 'maintained for the purposes of support'. This is a serious invasion of privacy and I urge a thorough investigation into this.

  Business response

  12/08/2023

  ********** has asked to delete expired trial licenses. While we must keep a record of all licenses in an account, we have provided an option to hide any license so that it is no longer listed in our license management application.
  
  He has also requested that we protect his personal information, something that we take very seriously. Our full privacy policy can be found on our website (*************************************), but to address his specific concerns, we keep information regarding ecommerce transactions, shipments, and other business records because it is needed for tax purposes.
  
  Finally, ********** has requested that we receive feedback from customers like him, which we also take very seriously. Each of ************** support requests was answered within 2 business hours. While we must retain a non-destructive database of licenses, we did hear our user's requests to remove nonessential licenses from view many years ago and implemented a simple way to hide them.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am at a loss and confused about the company Pace Anti-Piracy Inc. and some of their business practices. So the situation is that I operate a recording and post-production studio and rely on a specific usb dongle called an ilok to run certain softwares and devices inside my recording studio. I have owned the ilok USB for some time with no issues but randomly the USB stopped working on me. This specific USB holds important software licenses that I have paid for and when it "breaks" I cannot access my programs or setup my newly bought piece of equipment the "Slate Raven mti2" which essentially runs my studio. When I say "break" I am referring to a statement directly off of the companies website support page that the "ilok does not light up when plugged in". Now the company does a great job of NOT explaining what exactly causes this issue to occur but ensures the customer who has already paid for the hardware that the dongle must be replaced through their RMA License Recovery & Replacement process. This "process" requires the customer to pay for shipping the dongle to the company as well as pay a fee for transferring the licenses to a seperate ilok dongle which in total costs $84.11. I would understand paying for these services if I had done something to break this udb dongle or if an accident had happened but that is not the case as the product itself just stopped working and is clearly faulty; but the consumer is expected to pay for where the company fails which makes little to no sense. I'm not so upset at the $84.11 charge but what is going to happen when this exact same situation happens to the new dongle they send me? Will I be expected to continue paying this amount every time this just randomly happens to my hardware because if so that doesn't seem practical and definitely seems that the company is taking advantage of its position within the industry in which it operates.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/10) */ The iLok USB has a 2 year warranty period and there is no charge for an RMA filed within that warranty period. Mr. *****'s iLok was outside that period, but we processed it under warranty anyway, and he was not charged for the license recovery, new iLok, or shipping. His new iLok will be under warranty for two years as well, and any RMA filed in the first two years will be processed at no charge. Consumer Response /* (2000, 7, 2021/11/16) */ Thank you for this reply but I believe that some of these issues were resolved with some better communication between the company and me as sometimes it can take a while for email replies. The company actually extended the warranty of the product because it was not user damaged. This warranty extention allowed for the charges that are paid for shipping and transfers are dropped. I have checked and all charges have dropped off. So I will be continuing business with this company as they have assured me that as long as the products are physically damaged by user error than I will always be covered which is amazing. Thank you for everything

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩