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 Post subject: 19/2/2010 - VirtualRPC Unlock Code Requests
PostPosted: Fri Feb 19, 2010 1:21 pm 
Site Admin

Joined: Wed Oct 23, 2002 12:16 pm
Posts: 958
Over the last few months VirtualAcorn have been in the process of altering the unlock code process for our products. This is in response to the difficulty that some customers have experienced with the existing process. Despite the correct registration address being shown in the product registration window we have had customers send e-mails to all sorts of different addresses, some of which don't even exist or aren't even even part of VirtualAcorn. Some customers have also had difficulty in including all the required information thus causing a delay in the generation of their unlock code. As a result of this on-going problem we have been testing a number of alternatives and have now selected the preferred process which includes a dedicated VirtualAcorn registration website.

After several months trial we are switching over to the new process from today's date. Customers can still send an e-mail to the address shown in the product registration window. The new instructions will be sent via an automatic reply. Any unlock code requests that are sent directly via e-mail, for example to our "info" e-mail address, will no longer result in an unlock code being issued. Updated printed Installation Guides, which include the information on the new process, are being introduced across our product range.

Our test results have shown that the new system has reduced the number of incomplete, or malformed, unlock code requests by over 90%. This has reduced the amount of time that VirtualAcorn staff need to spend processing unlock codes whilst also ensuring that customers receive their codes quicker.

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