I bought a Themler license and they will not let me use it

mjpaterson
4 Posts
mjpaterson posted this 21 February 2017

I purchased an upgrade to the combined Themler and Artisteer products 15 months ago. I had installed Themler to play with it but had not created any templates. Unfortunately, I suffered a disk crash and lost lots of data and had to rebuild my PC.

I have downloaded the last version that my license fee entitled me to (the year support ended in November) but cannot save any templates as the website says my support has expired and they want me to pay again to use the software I have already bought.

The latest response from Themler support stated:

We offer Themler Business subscription for free to Artisteer customers with active Artisteer Standard license. Themler does not use licenses. It works on subscription basis. In order to use Themler the subscription should be either purchased or opened (equivalent of purchasing with 100% discount). This is not automatic process. It's not enough to download Themler or create account. The subscription should be opened manually.

This is not what they say on their webiste at http://www.artisteer.com/?p=themler_faq :

Is Themler a service or a subscription-based product?
Just like Artisteer, Themler is a one time software purchase that includes one year of free upgrades. Please note that this is not a subscription, but we simply don't want to nickel-and-dime you with every upgrade. We remember paying for products and then finding that a new upgrade is available couple months later at an extra cost. In case of Artisteer and Themler we offer free upgrades for a year as a way to assure you that you will not be charged for another upgrade a month after your purchase. In fact, you can use our products for years without purchasing upgrades.

The FAQ states quite clearly that it is a "one time software purchase " and "that this is not a subscription"

Shoddy shoddy work!

I purchased an upgrade to the combined Themler and Artisteer products 15 months ago. I had installed Themler to play with it but had not created any templates. Unfortunately, I suffered a disk crash and lost lots of data and had to rebuild my PC. I have downloaded the last version that my license fee entitled me to (the year support ended in November) but cannot save any templates as the website says my support has expired and they want me to pay again to use the software I have already bought. The latest response from Themler support stated: We offer Themler Business subscription for free to Artisteer customers with active Artisteer Standard license. Themler does not use licenses. It works on subscription basis. In order to use Themler the subscription should be either purchased or opened (equivalent of purchasing with 100% discount). This is not automatic process. It's not enough to download Themler or create account. The subscription should be opened manually. This is not what they say on their webiste at http://www.artisteer.com/?p=themler_faq : Is Themler a service or a subscription-based product? Just like Artisteer, Themler is a one time software purchase that includes one year of free upgrades. Please note that this is not a subscription, but we simply don't want to nickel-and-dime you with every upgrade. We remember paying for products and then finding that a new upgrade is available couple months later at an extra cost. In case of Artisteer and Themler we offer free upgrades for a year as a way to assure you that you will not be charged for another upgrade a month after your purchase. In fact, you can use our products for years without purchasing upgrades. The FAQ states quite clearly that it is a "one time software purchase " and "that this is not a subscription" Shoddy shoddy work!
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Support Team
Support Team posted this 21 February 2017

Hi,

Themler is close to subscription based product. It does not use licenses, but uses online license that we call "Subscription". Subscription itself is unlimited like Artisteer license. It provides 1 year of free updated. Once it expires you will not be able to update Themler, but you will be able to save and edit themes.
For this you need to open(get) subscription on themler.com.

You did not do it while your Artisteer key has been active. Now your Artisteer license has expired and you cannot open Themler Business subscription for free.

Thank you,
Themler team

Hi, Themler is close to subscription based product. It does not use licenses, but uses online license that we call "Subscription". Subscription itself is unlimited like Artisteer license. It provides 1 year of free updated. Once it expires you will not be able to update Themler, but you will be able to save and edit themes. For this you need to open(get) subscription on *themler.com*. You did not do it while your Artisteer key has been active. Now your Artisteer license has expired and you cannot open Themler Business subscription for free. Thank you, Themler team
mjpaterson
4 Posts
mjpaterson posted this 21 February 2017

With all due respect to this is patently ridiculous.
The documentation that I was sent before purchasing and which is still available on your site states clearly and absolutely that this is a one time purchase. It clearly states that it it is not a subscription based service. As stated in my earlier message I would like to request a full refund because you are unable to meet the terms of the agreement for provision of the software in the manner we agreed in the contract

With all due respect to this is patently ridiculous. The documentation that I was sent before purchasing and which is still available on your site states clearly and absolutely that this is a one time purchase. It clearly states that it it is not a subscription based service. As stated in my earlier message I would like to request a full refund because you are unable to meet the terms of the agreement for provision of the software in the manner we agreed in the contract

Last edited 21 February 2017 by mjpaterson

Support Team
Support Team posted this 22 February 2017

Hi,

Actually you have purchased the Artisteer subscription that had also free Themler Business subscription option at that time. So there is nothing we can refund as Themler was a free option.
You can try to contact Artisteer support for the Artisteer refund if you have issues with the Artisteer application.

Sincerely,
Hella

Hi, Actually you have purchased the Artisteer subscription that had also free Themler Business subscription option at that time. So there is nothing we can refund as Themler was a free option. You can try to contact Artisteer support for the Artisteer refund if you have issues with the Artisteer application. Sincerely, Hella
mjpaterson
4 Posts
mjpaterson posted this 22 February 2017

Hi,

Actually you have purchased the Artisteer subscription that had also free Themler Business subscription option at that time. So there is nothing we can refund as Themler was a free option.
You can try to contact Artisteer support for the Artisteer refund if you have issues with the Artisteer application.

Sincerely,
Hella

Hi Hella
As previously stated The package I bought was for perpetual use and NOT a subscription,

> Hi, > > Actually you have purchased the Artisteer subscription that had also free Themler Business subscription option at that time. So there is nothing we can refund as Themler was a free option. > You can try to contact Artisteer support for the Artisteer refund if you have issues with the Artisteer application. > > Sincerely, > Hella Hi Hella As previously stated The package I bought was for perpetual use and NOT a subscription,

Last edited 22 February 2017 by mjpaterson

Support Team
Support Team posted this 23 February 2017

Hello,
It looks like you have misunderstood Hella's response a bit.

you have purchased the Artisteer subscription that had also free
Themler Business subscription option

So you did not purchase Themler and got it for free. So it's not to get refund for something which you did not purchase.

Regards,
Aileen

Hello, It looks like you have misunderstood Hella's response a bit. > you have purchased the Artisteer subscription that had also free > Themler Business subscription option So you did not purchase Themler and got it for free. So it's not to get refund for something which you did not purchase. Regards, Aileen
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